Messages

3001

Running QueueMetrics / Re: Unk Agent - Realtime monitor

« on: March 21, 2007, 20:34:51 »

Hello there, one common mistake (due to be fixed in 1.4) is having agents written with a different lowercase combination than those that appear in the queue.

3002

Running QueueMetrics / Re: CallerID absed Queues / Stats

« on: March 21, 2007, 20:33:25 »

The simplest thing to do is to use different queues for different customers, though you may have the same set of agents working on all queues at once. This will make the separation trivial.

The second simplest thing to do is:
- rewrite the caller-id of the incoming traffic to prepend a code that tells either the customer or the DID, like from "(555)5551234" to "01-(555)5551234", where 01 is the customer or the incoming DID
- use QM's Area analysis to break down calls based on the first two digits of the caller-id.

See also: http://queuemetrics.com/faq.jsp#faq-027-did_tracking

3003

General Asterisk configuration / Detecting missing end-of-queue records

« on: March 17, 2007, 16:36:37 »

It's well knows that, under some conditions, some versions of Asterisk do not log queue exit records, thus producing a queue_log lacking
some end-of-queue events.

Here is a small tutorial to get you started on tracking queue exit
conditions that cause the problem.
 
http://astrecipes.net/index.php?n=256
 
Comments/suggestions are welcome.

3004

Running QueueMetrics / Re: Large environment(s)

« on: March 17, 2007, 15:47:28 »

The largest QM deployment I am aware of is about 500 agents. There is no hard limit in QM itself, and you can purchase multiple parallel licences at a discount price in order to have multiple reporting servers running on the same data set. Of course, running large reports on very large systems with a lot of parallel users requres a proportionate amount of RAM and MySQL I/O

3005

Running QueueMetrics / Re: Unk Agent - Realtime monitor

« on: March 17, 2007, 15:44:31 »

There is a FAQ entry you may find interesting: http://queuemetrics.com/faq.jsp#faq-015-unk_bsy

To assign agents to a queue, just go to the "Queue editor" and click on "Agents" - this tells QM which agents are working on that queue and avoids the UNK. You may also want to use the configuration import wizard to get the same result at a fraction of the effort

3006

Running QueueMetrics / Re: About status of call "Unanswered yet"

« on: March 17, 2007, 15:42:00 »

This status is obtained when you run a report on a very specific time period, like you ask QM what happended between 10 and 11 am. If at 10.59 a call entered the queue and was not answered before 11, you get that earmarked as Unanswered yet, if it is answered but not terminayed in Ongoing.

3007

General Asterisk configuration / Re: QMetrics - Asterisk with FreePBX and Trixbox

« on: March 17, 2007, 15:40:19 »

The rewriteLocalWithQueue is used only when you have only Local calls and you want to separate calls by agent - it's pretty exotic stuff, rewiting Local/XXX calls to Agent/XXX-queuename, so you may prefer not to use it at all unless that is your exact piece of cake

3008

QueueMetrics installation / Re: Only Today Report

« on: March 17, 2007, 15:38:17 »

Hello there,
you mean that if you run (like) "this week" you only get today's data? it looks like there is a problem with you uploading data into QM.

You can check this:
- make sure you have no queue_log rotation in place - see http://astrecipes.net/index.php?n=205
- check how much data you actually have in your database and that it's actually expanding on a daily basis - ver 1.3.3 has the built-in database check and optimization tool that may be helpful to you

3009

QueueMetrics installation / Shorter update sequence for yum installers

« on: March 15, 2007, 18:13:34 »

We have released the JDK 1.5.0 u11 as the default JDK for QueueMetrics when installed through yum.

You should then do the following as a shorter upgrade process:

yum update tzdata
yum update queuemetrics-java

And after the update restart QueueMetrics by typing

/etc/init.d/queuemetrics start

This should be it. Please keep us posted if you encounter problems of any kind.

3010

General Asterisk configuration / Re: QMetrics - Asterisk with FreePBX and Trixbox

« on: March 15, 2007, 17:25:40 »

That's great - thanks for posting. I would add as a suggestion to set the configuration.properties property rewriteLocalChannels to true, because each call will be logged on the queue_log as Local/XXX@from-internal, and QueueMetrics will read them as if they were Agent/XXX instead.

+1 karma from me

3011

QueueMetrics installation / Typical update sequence

« on: March 15, 2007, 11:20:18 »

This is a typical update sequence for a RHEL/CentOS/TrixBox/Druid box installed using yum. This should be pretty similar for most other Linux boxes.
We assume you already manually downloaded the Java updater as a file called tzupdater-1.1.0-2007c.zip in your work directory. You must be logged in as root to make these changes.

yum update tzdata

This command will install the latest tzdata in your Linux box. At this moment it seems to be tzdata.noarch.2007c-1.el4

/etc/init.d/queuemetrics stop

Stop QueueMetrics.

unzip tzupdater-1.1.0-2007c.zip
cd tzupdater-1.1.0-2007c/
/usr/local/queuemetrics/java/bin/java -jar tzupdater.jar -t

Run a complete test. If it finds no errors, you are fine and do not need an upgrade.

/usr/local/queuemetrics/java/bin/java -jar tzupdater.jar -u

Runs the update.

/usr/local/queuemetrics/java/bin/java -jar tzupdater.jar -t

We run the thest again. At this point no more errors should be found.

/etc/init.d/queuemetrics restart

Restart QueueMetrics.

Now it should be working okay.

3012

QueueMetrics installation / Re: IMPORTANT: DST time changes

« on: March 15, 2007, 10:50:52 »

We created a poll to keep us posted on how many people are experiencing problems - please take a second and answer it at: http://forum.queuemetrics.com/index.php?topic=11.0

3013

QueueMetrics installation / Poll: DST problems

« on: March 15, 2007, 10:49:06 »

Please keep us posted on how it is going.

3014

QueueMetrics installation / Re: IMPORTANT: DST time changes

« on: March 15, 2007, 10:46:07 »

We have been mailing our customers today and adding this piece of news to the Queuemetrics website as well.

3015

QueueMetrics installation / Re: Time Error

« on: March 15, 2007, 10:01:46 »

Please see: http://forum.queuemetrics.com/index.php?topic=6.0
We are going to do a mailing later today to all of our customers.