Topics

31

QueueMetrics installation / How to configure VNC viewing?

« on: October 12, 2010, 23:24:26 »

Hello,

The guide on tutorials to get VNC working is not complete and informative. In editing Agents I have put the IP address of the agent computer as: 192.168.0.115. When browsing it, I get:

Code: [Select]

HTTP Status 404 - /queuemetrics/qm_adm/192.168.10.115

type Status report

message /queuemetrics/qm_adm/192.168.10.115

description The requested resource (/queuemetrics/qm_adm/192.168.10.115) is not available.

Apache Tomcat/5.0.28
What should be done to get this working? VNC is running Java mode and is accessible on port 5800 when directly typed into the browser.

Thanks

32

Running QueueMetrics / QueueMetrics decided to stop working all of a sudden -

« on: September 22, 2010, 16:08:28 »

Last night, I guess the Asterisk server restarted due to power interruption and now Queuemetrics is down. Doing "service Queuemetrics restart" works just fine and there are no errors. But the log shows that java didn't restart properly. The server has internet connection and I can ping google. What could be the cause?

Here is the error log:

Code: [Select]

2010-09-22 02:09:34 StandardContext[/servlets-examples]ContextListener: contextInitialized()
2010-09-22 02:09:34 StandardContext[/servlets-examples]SessionListener: contextInitialized()
2010-09-22 02:09:34 StandardContext[/jsp-examples]ContextListener: contextInitialized()
2010-09-22 02:09:34 StandardContext[/jsp-examples]SessionListener: contextInitialized()
2010-09-22 02:09:34 StandardContext[/balancer]Exception starting filter BalancerFilter
java.lang.NoClassDefFoundError: org/apache/commons/digester/Digester
        at org.apache.webapp.balancer.RulesParser.createDigester(RulesParser.java:65)
        at org.apache.webapp.balancer.RulesParser.<init>(RulesParser.java:43)
        at org.apache.webapp.balancer.BalancerFilter.init(BalancerFilter.java:79)
        at org.apache.catalina.core.ApplicationFilterConfig.getFilter(ApplicationFilterConfig.java:225)
        at org.apache.catalina.core.ApplicationFilterConfig.setFilterDef(ApplicationFilterConfig.java:308)
        at org.apache.catalina.core.ApplicationFilterConfig.<init>(ApplicationFilterConfig.java:79)
        at org.apache.catalina.core.StandardContext.filterStart(StandardContext.java:3698)
        at org.apache.catalina.core.StandardContext.start(StandardContext.java:4349)
        at org.apache.catalina.core.ContainerBase.addChildInternal(ContainerBase.java:823)
        at org.apache.catalina.core.ContainerBase.addChild(ContainerBase.java:807)
        at org.apache.catalina.core.StandardHost.addChild(StandardHost.java:595)
        at org.apache.catalina.core.StandardHostDeployer.install(StandardHostDeployer.java:277)
        at org.apache.catalina.core.StandardHost.install(StandardHost.java:832)
        at org.apache.catalina.startup.HostConfig.deployDirectories(HostConfig.java:701)
     at org.apache.catalina.core.ContainerBase.addChild(ContainerBase.java:807)
        at org.apache.catalina.core.StandardHost.addChild(StandardHost.java:595)
        at org.apache.catalina.core.StandardHostDeployer.install(StandardHostDeployer.java:277)
        at org.apache.catalina.core.StandardHost.install(StandardHost.java:832)
        at org.apache.catalina.startup.HostConfig.deployDirectories(HostConfig.java:701)
        at org.apache.catalina.startup.HostConfig.deployApps(HostConfig.java:432)
        at org.apache.catalina.startup.HostConfig.start(HostConfig.java:983)
        at org.apache.catalina.startup.HostConfig.lifecycleEvent(HostConfig.java:349)
        at org.apache.catalina.util.LifecycleSupport.fireLifecycleEvent(LifecycleSupport.java:119)
        at org.apache.catalina.core.ContainerBase.start(ContainerBase.java:1091)
        at org.apache.catalina.core.StandardHost.start(StandardHost.java:789)
        at org.apache.catalina.core.ContainerBase.start(ContainerBase.java:1083)
        at org.apache.catalina.core.StandardEngine.start(StandardEngine.java:478)
        at org.apache.catalina.core.StandardService.start(StandardService.java:480)
        at org.apache.catalina.core.StandardServer.start(StandardServer.java:2313)
        at org.apache.catalina.startup.Catalina.start(Catalina.java:556)
        at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
        at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:39)
        at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:25)
        at java.lang.reflect.Method.invoke(Method.java:597)
        at org.apache.catalina.startup.Bootstrap.start(Bootstrap.java:287)
        at org.apache.catalina.startup.Bootstrap.main(Bootstrap.java:425)
Caused by: java.lang.ClassNotFoundException: org.apache.commons.digester.Digester
        at org.apache.catalina.loader.WebappClassLoader.loadClass(WebappClassLoader.java:1340)
        at org.apache.catalina.loader.WebappClassLoader.loadClass(WebappClassLoader.java:1189)
        ... 31 more

Thanks

33

General Asterisk configuration / What does MySQL table look like if qloader is loaded?

« on: September 16, 2010, 06:05:05 »

Hello everyone,

Can someone please attach or post a sample of their MySQL table database? Please mask or change the real phone numbers. I have a client who wishes to see what is recorded in the MySQL file before making the move to purchase license. Currently, I have their system setup with queue_log file as I can't risk a full install until a license is purchased and proper time is allocated to it.

Thanks

34

General Asterisk configuration / What does agent disconnected mean?

« on: August 30, 2010, 19:19:31 »

Hi Everyone,

I am wondering what agent disconnected means in a call where it's duration is ZERO seconds:

Code: [Select]

Date          Caller           Queue           Wait   Duration   Pos.   Disconnection   Handled by   Attempts  
08/30 - 12:03:41 2133334444 Russian-Queue 0:05   0:00   1 Agent Agent/335 1 1

And here is the call details:

Code: [Select]

Call detail

Asterisk Call ID:   1283184185.30073
Date and time:   08/30 - 12:03:41
Queue:   Russian-Queue [498]
Caller ID:   2133334444
Handled by:   agent/335
Duration:   0 sec.
Waiting time:   5 sec.
Original position   # 1
Disconnection cause:   Agent disconnected
Transferred to:  
Attempts:   1
Stints:   1
URL:  
Status code:  
Srv  
DNIS  
IVR selection  
Thanks

35

General Asterisk configuration / aleph and trix servers? What are those?

« on: August 30, 2010, 18:38:14 »

Hi Everyone,

1- What are the aleph and trix default servers and what role do they play? I am using only one server (which also holds asterisk onto it).
2- Do they have to be setup at a fresh install?

Thanks,
Bruce

36

General Asterisk configuration / What are un-answered calls? Why are they always ZERO?

« on: August 30, 2010, 17:12:42 »

Hi Everyone,

When someone is on the Queue and is having a call taken, they do not receive any calls from our QUEUE as I have set it to not ring them (in FreePBX Queues) but to move on to the next agent. However, if they are not busy, we ring in a hunt, so why do I not see any of the Agents missed a call? I am 100% sure someone didn't pickup the line today :-)

Please let me know if I am missing something. Thanks



Unanswered calls

Code: [Select]

All calls:
N.of unanswered calls: 0
Average wait time before disconnection: 0.0 s.
Min wait time before disconnection: 0:00
Max wait time before disconnection: 0:00
Total wait time before disconnection: 0.0 H
Average initial position 0.0
Min initial position 0
Max initial position 0
Coverage 0.0%
Average queue position at disconnection: 0.0
Min queue position at disconnection: 0
Max queue position at disconnection: 0
Calls fully within the given time interval:
N.of unanswered calls: 0
Average wait time before disconnection: 0.0 s.
Min wait time before disconnection: 0:00
Max wait time before disconnection: 0:00
Total wait time before disconnection: 0.0 H
Average initial position 0.0
Min initial position 0
Max initial position 0
Coverage 0.0%
Average queue position at disconnection: 0.0
Min queue position at disconnection: 0
Max queue position at disconnection: 0


37

General Asterisk configuration / Neither of agent portal controls such as Logon,Logoff,Add,Remove,or Pause work!

« on: August 30, 2010, 06:07:08 »

Hi Everyone,

Using PBXinaFLASH, with Queue_LOG file installation of QM. No Qloader. When entering the agent portal, none of the controls such as Log-on, Log-off or Pause work. They don't display any error message but only that the window will close in 15 seconds.

What part of the configuration am I missing?

I have never setup the manager.conf to work with QM so maybe QM doesn't have access to do the Queue log on and log off? if that is what where in QM should that be setup?

Thansk

38

General Asterisk configuration / Agent status cannot be determined - What is causing this?

« on: August 30, 2010, 06:03:08 »

Hi Everyone,

Using PBXinaFLASH and queue_log file with implementation of QM. When logging into agent portal this is what I see:


Agent/333: Agent status cannot be determined

Can someone tell me where this comes from or how it can be fixed?

Thanks

39

General Asterisk configuration / What is realtime.agent_button_4=Local/104 ? I don't have that extension

« on: August 30, 2010, 05:55:51 »

Hello Everyone,

Found these in the configuration file. What are they? and why are they set to ext.200 and 104 while I don't even use those extensions?

Code: [Select]

[b]realtime.agent_button_4.channel=Local/104@from-internal
realtime.agent_button_4.ext=200@ext-queue[/b]
Thanks

40

General Asterisk configuration / Everytime Queue and Agents should be set to all to see Real-Time. Why?

« on: August 26, 2010, 17:06:39 »

Hi Everyone,

When clicking on any real-time report, I must set Agents to All from Agent=Members and Queue to All as well from Queues=Active to see the queues and the Agents.

1- Can you please tell me where to set this so that it automatically pulls all the queues and all the agents rather than going through this extraneous two steps?

2- And why are not my Queues active when they are really active? and why are not my agents part of members when they are really members?

Thanks

41

Lost licences / Licensing terms

« on: August 26, 2010, 17:03:41 »

Sorry if it's not so related here but wanted to post is in the MOST related section of the forum.

If one purchases a 10 agent license (4 year period), and then 5 people are fired, can the names be easily changed to the new agent's names?

I am trying to understand what sort of restrictions are there on the license. Even on the hardware change or Asterisk change?

Or is the license a real-time license where the server "call back home" every few minutes to check not multiple instances are run?

Thanks

42

General Asterisk configuration / OrderlyStats and QueueMetrics from the same people?

« on: August 26, 2010, 16:58:36 »

Hi Everyone,

There are a few things I like in OrderlyStats, specially some graph presentations and the fact that if agent puts someone on HOLD or PAUSE it shows fine.

1 -But I see a lot of similarities in pricing, descriptions, wording on both sites. Were these same projects forked out? or is it still both owned by the same company?

2- What are the main differences between the two? - so that we can make a better choice.

Thanks

43

General Asterisk configuration / Can someone please explain these two snapshots as to what is happening?

« on: August 24, 2010, 18:52:26 »

Hi Everyone,

So, I got QM to work with PBXinaFLASH. Now trying to understand what is happening. I have two pictures below and I circled the points of intrest for me in BLUE.

1- In first picture, I see that Agent 331 is on TWO calls???!!! how does that make sense. And why is it all RED? is that to do with the SLA? What are all the REDs mean.

2- In second picture, despite picking up the call it still shows RED. Is that becuase it was picked up past 1 minute? would it keep showing that for ever till call is finished?

3- What action and changes in QueueMetrics settings requires a "service queuemetrics restart" ?

4- What does a "service queuemetrics restart" effect? agents? reports? queues? receiving calls? stops asterisk?

5- When is a good time to bring all the rotated queue logs together? during business hours or after? or it QM and Asterisk don't give a heck and it won't break anything at anytime?

6- One more, what does the magic stick on the right do? Talking about QA. Who is that for? Agents? admin? supervisor?

Thanks a lot.

Snapshot #1:



Snapshot #2:

44

QueueMetrics installation / What to do after install? Real-time doesn't show agents status

« on: August 24, 2010, 04:42:35 »

Hi Everyone,

Received and installed our Demo license key. Have to rush this system into demo by end of day tomorrow. Unfortunately, the tutorial guides assume that QueueMetrics is CONFIGURED after install and only provides a user/agent manual.

I have the following questions and require clarifications:

1- We are running PBXinaFLASH. I did not bring all the queue files into one (they have been rotated 6 times now) because I was afraid that it might break something. So, we should be fine with that going forward as long as we disable the log rotation further right?

2- Can we at a later stage bring the queue log files together if we decide to purchase QueueMetrics? and what is the benefit of bringing them together anyways? Aren't those old data? Can we get reports generated from 6 months ago by doing this?

3- There are no tutorials, so I found the Import Wizard and I run and I got some extensions and all Queues. So, I am unclear on what to do further to get Agents online as my Real-time doesn't show agents online. If logging into Agent portal, I can use the Log-in but I don't see the Agent logging into any queue.

***Currently, loggin into Agent/555 with password 555, I get, "Agent/333: Agent status cannot be determined"
Currently with PBXinaFlash, we have Queues that have only Dynamic agent and agents are added by a dial-plan that does the "queue add member".

Answer to all or any of the above is highly appreciated.

Thanks,
Bruce