Agents experience random logouts

[illailla]

Hello,
I have been testing Queuemetrics for the last two months and - although seems a very useful tool for call centers - I have not been able to make it work properly. My main problem consists in random logouts from queues after some hours of work, so agents cannot login again unless I restart the system. Also the call list panel sometimes shows a finished call as active even if it happened some time before. This doesn’t let agents to make calls because the system thinks that there is an active call on progress. I wonder if someone else have experienced the same sort of errors and could guide me through or point the mistakes I have made during  the configuration of Queuemetrics. Thanks in advance.
My version of Queuemetrics is 14.06.2, in conjunction with FreePBX 2.11.0.38

[mirkox]

Hello Illailla,
we're happy you find QueueMetrics a useful product for your call center.

Could you post here how are configured the following properties: realtime.max_bytes_agent and default.hotdesking=86400.

Thank you
Mirko

[illailla]

Hi,
These are my parameters:
  realtime.max_bytes_agent=7200
  default.hotdesking=86400

Regards, illailla.

[mirkox]

Hi,

the problem probably is in realtime.max_bytes_agent=7200

In older versions of QueueMetrics that value defines how many bytes QueueMetrics should load from the database/file in order to look back for agent events. Agent events are used to determine his status.

In newer versions, that value doesn't express anymore bytes but seconds, but we kept the old name for compatibility reasons. New installations come with a proper value but if you update from an old version you need to change that since updates doesn't modify anything in your configuration (this is by design).

7200 seconds (2 hours) are too few, the ideal value would be the same as the hotdesking, 86400.
Please, do try that way and let us know if it works. 

Regards
Mirko

[illailla]

Thanks a lot, I will try that and I'll keep you informed if it worked.

[illailla]

Hi,
I can confirm that it has been fixed, that realtime.max_bytes_agent was causing the random logouts,  thanks again.
Now, I still do not know how to fix this problem: when an agent is calling out an external number through a queue, after some seconds of ringing, the agent hears a congestion announcement and the call finishes but the Call-list panel" still shows the call as an ongoing call. The only way we have found to force Queuemetrics to know that the call already finished is to make the agent logout and login from queues, then the list disappears completely from the list. Any suggestion?

Regards,
Illa

[mirkox]

Hi,

how do you perform outbound calls?
Also could you send us the lines generated in queue_log when you try to put an outbound call?

Thanks
Mirko

[illailla]

Hi,
To perform an outbound call I use the “Dialout panel” choosing an outbound queue. This call is routed directly outside by FreePBX thanks to adding this lines in the extensions_queuemetrics.conf. They add a prefix to the dialed number so my outbound routes choose a different path for Queuemetrics outbound queues:

exten => 28,n,MixMonitor(Q-${QDIALER_QUEUE}-${UNIQUEID}.WAV,b,)
exten => 28,n,ExecIf($["${QDIALER_QUEUE}" = "1660"]?Set(QDIALER_CHANNEL=Local/8600${QDIALER_NUMBER}@from-internal))
exten => 28,n,ExecIf($["${QDIALER_QUEUE}" = "1661"]?Set(QDIALER_CHANNEL=Local/8601${QDIALER_NUMBER}@from-internal))
exten => 28,n,Goto(qm-queuedial,s,1)
exten => 28,n,Hangup

The call finishes always after a 56 seconds if the called person does not answer the phone, so I am sure it is a parameter that I cannot find – maybe from FreePBX – that is forcing to abandon the call. But the problem is that Queuemetrics does not realize that call was abandoned, as I said in previous post.
Here I attached some lines from the queue_log:
[…]
1415871986|1415871986.28899|NONE|Agent/1631|HOTDESK|SIP/1631||
1415871986|1415871986.28899|1662|SIP/1631|ADDMEMBER|
1415871986|1415871986.28901|NONE|Agent/1631|HOTDESK|SIP/1631||
1415871986|1415871986.28901|1663|SIP/1631|ADDMEMBER|
1415871986|1415871986.28903|NONE|Agent/1631|HOTDESK|SIP/1631||
1415871986|1415871986.28903|1665|SIP/1631|ADDMEMBER|
1415872033|1415872030.28906|1662|Agent/1631|CALLOUTBOUND||608002460|
1415872100|1415872030.28906|1662|Agent/1631|ABANDON|1|1|67

Regards,
illailla

[mirkox]

Hi,

thanks! this should have been fixed in 14.10, so do try to update QueueMetrics and let us know if it works

Mirko

[illailla]

It works! Thanks a lot.

Regards,
illailla

[mirkox]

You're welcome!
Mirko