Messages

1

Running QueueMetrics / One queue in Queue() - many queues in statistic

« on: May 30, 2008, 12:38:15 »

Hello, All!

Our call center uses several queues for processing calls coming from different incoming numbers. So, in QueueMetrics statistics I can see incoming calls separated by queues and different projects. But there is a one problem in this call distribution strategy – Asterisk isn't share information about the last call and the wrapup time between different queues. Thus when one agent registered in all queues, they takes an endless stream of calls from different queues. I want to organize one queue for all incoming numbers, but I'm afraid to lose statistic fragmentation by projects in QueueMetrics. Is it possible to define queues in QueueMetrics basing on destination number or URL or may be something else? It will be very nice. Sincerely waiting for answer.

2

Running QueueMetrics / Re: Building fully qualified ContactCenter

« on: March 06, 2008, 11:36:41 »

1. where are lies border of trial license?  here there are licenses for 2 agent, sorry but i cant understand where i will face to this limits.

It will count the number of distinct agents in use by your call center. If you want to run some serious testing, I suggest you request a free temp key here: http://queuemetrics.com/sendDemoLicence.jsp

At present we use static channels (like SIP/op1... SIP/op10), not agents. Do you limit count of simultaneous connections via queuemetrics context? In statistic page i see all of my "agents" (standart license from tar.gz bundle).

2. all call processing lead in web form, so can QueueMetrics show popup window with special url (via queue(url) command) BEFORE operator answers the call? URL must popup in a minimal time (less than 1 sec) in automatic regime without operators click.

We will likely implement something similar, though it will require manual reload of the page. This is because if you have hundreds of agents, you don't want to hammer the server with thousands of requests per minute, while an agent knows when they've received a call.
It is not possible to do it BEFORE an agent answers the call because until the agent answers, there is no guarantee that he will take it at all. 

Agent may receive form, but there is nothing bad if agent dont't answers the call. agent must view form before call because they answers 'Hello, Company xxx'. where 'xxx' written on web page (based on DNIS of call).

3. does some kind of softphone exist, which can be integrated/tied/etc with QueueMetrics? may be just 1-2 feature, it will be nice

Not at the moment - what would you need? 

Web phone inside QueueMetrics page e.g. 
Or may be could you recomend your prefer softphone, one for windows and one for linux.

3

Running QueueMetrics / Building fully qualified ContactCenter

« on: March 05, 2008, 21:09:19 »

Hello All!

It seems to possible to build call/contact center for based functionalities on QueueMetrics. Statistics works fine, but can be QueueMetrics a little bit greater? I'm interested in tiny outsourcing solution for no more than 20 operators.

1. where are lies border of trial license?  here there are licenses for 2 agent, sorry but i cant understand where i will face to this limits.
2. all call processing lead in web form, so can QueueMetrics show popup window with special url (via queue(url) command) BEFORE operator answers the call? URL must popup in a minimal time (less than 1 sec) in automatic regime without operators click.
3. does some kind of softphone exist, which can be integrated/tied/etc with QueueMetrics? may be just 1-2 feature, it will be nice

4

Running QueueMetrics / Re: Launch URL on agent RT page

« on: March 05, 2008, 16:12:16 »

oo Yes! I got it! Thank YOU! 

5

Running QueueMetrics / Launch URL on agent RT page

« on: March 04, 2008, 21:24:59 »

Hello All!

I'm trying to force QueueMetrics to show URL transmitted via Queue() command on agent real-time page, but cann't do that. According to page 115 of QueueMetrics User manual it is possible to launch URL with several parameters (like $UNIQUEID e.g.) like this:
Queue(ueue|nt|http://mysite/app?uid={$UNIQUEID}&clid={$CALLERID}||60);

why agent doesn't has popup? Is it possible to solve this with other tool?