106
Running QueueMetrics / Re: loading agents.conf in utf8
« on: July 16, 2009, 09:58:32 »
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107
General Asterisk configuration / Re: Tracking outbound calls from an inbound queue
« on: July 16, 2009, 09:54:07 »
Hi
QueueMetrics uses a "trick" to track outbound calls. The trick is based on a fake queue that you have to define in your Trixbox/FreePBX machine. This queue is used only for agents login/logout purposes but no calls have to be routed through it.
To phisically place the calls, a particular extension pattern is defined in the file extensions_queuemetrics.conf. A special local extension, also, is used by QueueMetrics to perform outbound calls throught the "Dial" pushbutton each agent can find on their live page.
You have to include the provided extensions_queuemetrics.conf file in your dialplan and modify it in order to be able to place an outbound call and to have it correctly tracked by QueueMetrics. I'll suggest to follow the steps you can find on "Chapter 3. Running an outbound callcenter" provided into the file at http://www.queuemetrics.com/download/QM_Trixbox_32.pdf
Regards,
Marco Signorini.
QueueMetrics uses a "trick" to track outbound calls. The trick is based on a fake queue that you have to define in your Trixbox/FreePBX machine. This queue is used only for agents login/logout purposes but no calls have to be routed through it.
To phisically place the calls, a particular extension pattern is defined in the file extensions_queuemetrics.conf. A special local extension, also, is used by QueueMetrics to perform outbound calls throught the "Dial" pushbutton each agent can find on their live page.
You have to include the provided extensions_queuemetrics.conf file in your dialplan and modify it in order to be able to place an outbound call and to have it correctly tracked by QueueMetrics. I'll suggest to follow the steps you can find on "Chapter 3. Running an outbound callcenter" provided into the file at http://www.queuemetrics.com/download/QM_Trixbox_32.pdf
Regards,
Marco Signorini.
108
Lost licences / Re: Purchased upgraded license
« on: July 14, 2009, 17:36:19 »
Hi,
Sorry. We will investigate about and we'll contact as soon as possible.
Regards,
Marco Signorini
Sorry. We will investigate about and we'll contact as soon as possible.
Regards,
Marco Signorini
109
Running QueueMetrics / Re: loading agents.conf in utf8
« on: July 14, 2009, 17:34:37 »
Hi,
could you, please, post us a copy of your database definition and the agents.conf you're using? We'll try to replicate here the same situation.
You can send all at queuemetrics (at) loway dot ch specifying this post subject in the e-mail.
Thank you for your collaboration.
Regards,
Marco Signorini.
could you, please, post us a copy of your database definition and the agents.conf you're using? We'll try to replicate here the same situation.
You can send all at queuemetrics (at) loway dot ch specifying this post subject in the e-mail.
Thank you for your collaboration.
Regards,
Marco Signorini.
110
Running QueueMetrics / Re: Is it possible?
« on: July 14, 2009, 17:29:49 »
Hi,
actually there is not the possibility to have actions triggered by the server and the new window will be open when the user live page will refresh. The refresh time is not customizable and is set to a value that will not overload the server when a lot of agents are logged on.
Have I to fill a suggestion in QM tracker?
Regards,
Marco Signorini.
actually there is not the possibility to have actions triggered by the server and the new window will be open when the user live page will refresh. The refresh time is not customizable and is set to a value that will not overload the server when a lot of agents are logged on.
Have I to fill a suggestion in QM tracker?
Regards,
Marco Signorini.
111
Outbound and QueueMetrics / Re: backup server and queuemetrics
« on: July 13, 2009, 11:31:00 »
Is the sql server replicated on the backup server or do you have it externally from the two boxes?
QueueMetrics stores users, agents and campaigns informations on SQL. If you are able to force the backup box to the same SQL the official box is using, you don't have to worry about this information.
The only think you have to do is to start the qloader thread on the backup box and to configure the asterisk dialpan accordingly to what's already done on the official one.
Regards,
Marco Signorini
QueueMetrics stores users, agents and campaigns informations on SQL. If you are able to force the backup box to the same SQL the official box is using, you don't have to worry about this information.
The only think you have to do is to start the qloader thread on the backup box and to configure the asterisk dialpan accordingly to what's already done on the official one.
Regards,
Marco Signorini
112
Running QueueMetrics / Re: Call put on hold by agent
« on: July 13, 2009, 11:24:49 »
Hi,
actually QueueMetrics is not using any AMI events at all to calculate statistics. AMI is used by QM for other minor purposes.
What QM is taking care is what "officially" asterisk is logging on queue log file. For this reason the music on hold event is not treated as relevant information for QM being not stored in the queue log file.
Regards,
Marco Signorini.
actually QueueMetrics is not using any AMI events at all to calculate statistics. AMI is used by QM for other minor purposes.
What QM is taking care is what "officially" asterisk is logging on queue log file. For this reason the music on hold event is not treated as relevant information for QM being not stored in the queue log file.
Regards,
Marco Signorini.
113
Running QueueMetrics / Re: Popup in Queue Details not working
« on: July 13, 2009, 10:49:12 »
Hi,
you need a shell and root privileges.
Then, assuming you have a symbolic link to LINK that points to something like
LINK -> FILE
you have to run:
rm LINK
Regards,
Marco
you need a shell and root privileges.
Then, assuming you have a symbolic link to LINK that points to something like
LINK -> FILE
you have to run:
rm LINK
Regards,
Marco
114
Running QueueMetrics / Re: Pause Codes
« on: July 13, 2009, 10:36:47 »
Hi,
Sorry, can you provide me more details?
Thank you.
Marco Signorini.
Sorry, can you provide me more details?
Thank you.
Marco Signorini.
115
Running QueueMetrics / Re: Is it possible?
« on: July 13, 2009, 10:20:01 »
Hi
Yes, is possible in the agent realtime page. You have to set the realtime.agent_autoopenurl as explained in the QM manual.
"When the real-time page for an agent shows a new call in the call list, and if the call detail contains an URL, this URL will be open in a new browser window."
Please refer to:
http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s07.html and to
http://queuemetrics.com/manuals/QM_UserManual-chunked/apd.html
for further details.
Regards,
Marco Signorini.
Yes, is possible in the agent realtime page. You have to set the realtime.agent_autoopenurl as explained in the QM manual.
"When the real-time page for an agent shows a new call in the call list, and if the call detail contains an URL, this URL will be open in a new browser window."
Please refer to:
http://queuemetrics.com/manuals/QM_UserManual-chunked/ar01s07.html and to
http://queuemetrics.com/manuals/QM_UserManual-chunked/apd.html
for further details.
Regards,
Marco Signorini.
116
Running QueueMetrics / Re: feature request: adding default terminal for agents
« on: July 06, 2009, 11:36:38 »
Hi,
I've modified the code in order to set the current_terminal field as "-" for each new agent added by the configuration wizard tool.
It will be ready on next coming QueueMetrics 1.5.4 release.
Thank you for your feedback.
Regards,
Marco Signorini.
I've modified the code in order to set the current_terminal field as "-" for each new agent added by the configuration wizard tool.
It will be ready on next coming QueueMetrics 1.5.4 release.
Thank you for your feedback.
Regards,
Marco Signorini.
117
QueueMetrics installation / Re: "The extension to monitor must be defined" error with live call monitor
« on: July 01, 2009, 11:27:11 »
Hi,
The fix has been included in the QueueMetrics 1.5.4 beta 1.
I'll send the package in few hours.
Thank you and best regards.
Marco Signorini.
The fix has been included in the QueueMetrics 1.5.4 beta 1.
I'll send the package in few hours.
Thank you and best regards.
Marco Signorini.
118
QueueMetrics installation / Re: "The extension to monitor must be defined" error with live call monitor
« on: June 30, 2009, 18:12:49 »
Hi,
I'm working on that and I think the fix will be ready in few days.
Do you need a beta version containing the fix?
Regards,
Marco.
I'm working on that and I think the fix will be ready in few days.
Do you need a beta version containing the fix?
Regards,
Marco.
119
Realtime Live / Re: Agent status 6(?) and 8(?)
« on: May 28, 2009, 10:58:24 »
Hi.
The problem was related to a wrong agent status decoding made by QueueMetrics.
The fix will be ready on next coming QueueMetrics release 1.5.4.
Thank you for your feedback.
Best regards,
Marco.
The problem was related to a wrong agent status decoding made by QueueMetrics.
The fix will be ready on next coming QueueMetrics release 1.5.4.
Thank you for your feedback.
Best regards,
Marco.
120
QueueMetrics installation / QueueMetrics running international charset
« on: May 27, 2009, 11:39:15 »
Hi All,
for all interested People, I post here my experience with QueueMetrics using international charset. This lets possible to use international chars in agents, queues alias agaw messages and so on.
Here are the steps:
1. Run the following commands on all tables of the database but the queue_log table:
ALTER TABLE `agaw_alarms` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `agaw_dati` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `agaw_logs` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `agaw_runs` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `agenti_noti` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `arch_classes` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `arch_syslog` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `arch_users` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `broadcast_msg` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `call_status` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `code_possibili` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `dbversion` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `locations` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `oq_calls` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `oq_notes` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `oq_queues` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `pause_codes` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `qa_data` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `qa_forms` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `qa_forms_items` CONVERT TO CHARACTER SET utf8;
2. Open the QueueMetrics web.xml and modify the connection string adding, before the </param-value> tag, the string:
&useUnicode=true&characterEncoding=utf8&characterSetResults=utf8
After this modification you should have something like:
<param-value>jdbc:mysql://10.10.3.100/queuemetrics?zeroDateTimeBehavior=convertToNull&jdbcCompliantTruncation=false&user=ldap&password=ldappo&useUnicode=true&characterEncoding=utf8&characterSetResults=utf8</param-value>
3. Then download the latest MySQL java connector binary package you can find at the link:
http://dev.mysql.com/downloads/connector/j/5.1.html
Extract the mysql-connector-java-5.1.7-bin.jar file and copy it on your QueueMetrics box, placing in the folder /usr/share/java.
Replace the symbolic link you can find in the /usr/local/queuemetrics/webapps/queuemetrics-1.5.x/WEB-INF/lib in order to have it pointing to new connector.
4. Restart the QueueMetrics service issuing a /etc/init.d/queuemetrics restart
This sould enable the utf8 support.
Regards,
Marco
for all interested People, I post here my experience with QueueMetrics using international charset. This lets possible to use international chars in agents, queues alias agaw messages and so on.
Here are the steps:
1. Run the following commands on all tables of the database but the queue_log table:
ALTER TABLE `agaw_alarms` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `agaw_dati` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `agaw_logs` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `agaw_runs` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `agenti_noti` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `arch_classes` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `arch_syslog` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `arch_users` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `broadcast_msg` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `call_status` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `code_possibili` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `dbversion` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `locations` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `oq_calls` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `oq_notes` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `oq_queues` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `pause_codes` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `qa_data` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `qa_forms` CONVERT TO CHARACTER SET utf8;
ALTER TABLE `qa_forms_items` CONVERT TO CHARACTER SET utf8;
2. Open the QueueMetrics web.xml and modify the connection string adding, before the </param-value> tag, the string:
&useUnicode=true&characterEncoding=utf8&characterSetResults=utf8
After this modification you should have something like:
<param-value>jdbc:mysql://10.10.3.100/queuemetrics?zeroDateTimeBehavior=convertToNull&jdbcCompliantTruncation=false&user=ldap&password=ldappo&useUnicode=true&characterEncoding=utf8&characterSetResults=utf8</param-value>
3. Then download the latest MySQL java connector binary package you can find at the link:
http://dev.mysql.com/downloads/connector/j/5.1.html
Extract the mysql-connector-java-5.1.7-bin.jar file and copy it on your QueueMetrics box, placing in the folder /usr/share/java.
Replace the symbolic link you can find in the /usr/local/queuemetrics/webapps/queuemetrics-1.5.x/WEB-INF/lib in order to have it pointing to new connector.
4. Restart the QueueMetrics service issuing a /etc/init.d/queuemetrics restart
This sould enable the utf8 support.
Regards,
Marco