301
Open QueueMetrics Add-Ons / Project moved to GitHub
« on: April 11, 2013, 12:34:54 »
The project was moved to GitHub. You will find it at https://github.com/Loway/OpenQueueMetricsAddOns
QueueMetrics professional call center suite for the Asterisk PBX
News:
Welcome to the new forum!
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302
QueueMetrics news / QueueMetrics 13.04.2 released
« on: April 10, 2013, 17:12:18 »
Hello all,
we fixed a couple of issues with QM 13.04 when running the new ActivePolling mode - it would break under older versions of IE and many users complained that the call length was not shown correctkly on the agent's page. Also we fixed a bug when running with Oreka storage with encrypted centralized replay mode.
Bugs fixed:
#1885 Agent page: add cache breaker for IE
#1886 Query cache: wrong stats on reset
#1887 Cache: partition name should be case-insensitive
#1888 Agent page: Call order
#1889 Oreka: will not retrieve files in Centralized/Secure mode
#1890 Talking time refresh on the realtime agent page
The new version 13.04.2 is available now on the RM repos and on the downloads page.
we fixed a couple of issues with QM 13.04 when running the new ActivePolling mode - it would break under older versions of IE and many users complained that the call length was not shown correctkly on the agent's page. Also we fixed a bug when running with Oreka storage with encrypted centralized replay mode.
Bugs fixed:
#1885 Agent page: add cache breaker for IE
#1886 Query cache: wrong stats on reset
#1887 Cache: partition name should be case-insensitive
#1888 Agent page: Call order
#1889 Oreka: will not retrieve files in Centralized/Secure mode
#1890 Talking time refresh on the realtime agent page
The new version 13.04.2 is available now on the RM repos and on the downloads page.
303
Improving QueueMetrics / Re: Let Realtime display a friendly log-in extension
« on: April 09, 2013, 16:42:43 »
This sounds really specific to your environment, so I'm not sure if anybody else is interested. You could consider a customization.
304
QueueMetrics news / New version of Espresso
« on: April 09, 2013, 16:25:05 »
Hello all,
we updated the version of Espresso - now supporting:
- Elastix 1.6.0
- FreePBX 2.10 with Asterisk 10 (previously was only for Asterisk 1.8 )
- AsteriskNow 3.0.0
It is immediately available on the RPM repo (you don't generally need to update it, unless you could not previously install QM because your PBX was not supported).
New manual out at http://www.queuemetrics.com/manuals/QM_Espresso-chunked/
we updated the version of Espresso - now supporting:
- Elastix 1.6.0
- FreePBX 2.10 with Asterisk 10 (previously was only for Asterisk 1.8 )
- AsteriskNow 3.0.0
It is immediately available on the RPM repo (you don't generally need to update it, unless you could not previously install QM because your PBX was not supported).
New manual out at http://www.queuemetrics.com/manuals/QM_Espresso-chunked/
305
Improving QueueMetrics / Re: Let Realtime display a friendly log-in extension
« on: April 08, 2013, 12:49:12 »
Not sure I understand, but what I would do would be to install XMPP clients so that the supervisor can simply start a chat with an agent.
306
Running QueueMetrics / Re: Starting an outbound call
« on: April 08, 2013, 12:47:47 »
Not at the moment - but you would more likely send it to Asterisk than to QM for processing. The WombatDialer implements a wrapper around all this logic, so should be trivial to use, but....
307
Running QueueMetrics / Re: Adjusting Agent Options when adding/removing member and pausing/unpausing
« on: April 08, 2013, 12:46:33 »
308
QueueMetrics news / Re: QueueMetrics 13.04
« on: April 03, 2013, 09:32:16 »
It was developed for 2.11 so I guess it's not, though I think that Marco had it working on a 2.10 as well in the labs. I think you can try - worst case it wont install.
309
General Asterisk configuration / Re: Corrupt file on queue metrics............
« on: March 28, 2013, 16:32:42 »
Please post a screenshot of the error. I guess that if the message says the file is corrupt, that is the error message that comes from the OS; so nothing much to be done about it.
310
QueueMetrics news / QueueMetrics 13.04
« on: March 25, 2013, 13:09:28 »
QueueMetrics version 13.04 is available for download today. This version includes an important number of changes and new features that make QueueMetrics significantly better.
* A walk-through of the most important changes can be found at http://queuemetrics.com/manuals/QM_WhatsNew-chunked/ar01s06.html
* You can try QueueMetrics now at http://queuemetrics.com/path_trial.jsp
First of all, the long awaited report export is present. You can export complete reports to PDF or XLS files. This works for the report you are seeing in front of you and can be set up to work automatically, sending the report to a list of recipients over e-mail.
The QA section was improved by adding non-scoring questions and comments. This works especially well from the agent's page - this means your agents can now gather structured and free-text information on the current call right from their own screen, using specially crafted QA forms.
The agent's page itself was improved - now it leverages the caching features added in 12.10 in order to refresh automatically when a call comes in. This works beautifully for inbound and can easily be leveraged for outbound when running WombatDialer.
A new kind of report was added - IVR traversals. This lets you track in-deep IVR activity and understand what happens even before the call hits the queue. reached goals and attrition points can easily be displayed. A compatible module was added to FreePBX 2.11 to make integration easier.
Another feature that was often asked for is the detailed tracking of attempts on each call - in fact now all events happening on a call (like MOH, attempts or IVR events) are visible in detail. No more wondering why a call took so long to be answered!
Last but not least, QueueMetrics is nowadays often deployed as a cloud service. The new QlogSplitter that ships with Qloaderd lets you break the relationship between a single Asterisk server and a QueueMetrics instance - now you can have multiple clients sharing the same Asterisk instances having separate QueueMetrics instances, with a no-strings-attached pricing thanks to the Keyring.
The new release also includes a number of lesser changes and bugs fixed - in total almost 100 different issues were addressed.
Looking for outbound? look no further!
The WombatDialer is the perfect companion for your QueueMetrics system. WombatDialer is built to let you add outbound capabilities to your call-center, by leveraging a powerful and complete dialing platform. You can now create outbound campaigns of all kinds – telecasting, telemarketing, call-me-back services, automated queue redials, outbound IVRs – with the same level of efficiency and accuracy QueueMetrics is well known for.
WombatDialer lets you compose the solution you need by offering a powerful API model and hides away the complexity of implementing real-life outbound dialing scenarios.
As you are already running QueueMetrics, we offer you an opportunity to add WombatDialer to your system with a special offer – get 30% off your first purchase by getting an evalution key before May 1st, 2013. That's all you have to do.
Interested? You can test WombatDialer by downloading a free evaluation version from http://wombatdialer.com - as with all Loway products, you first test-drive our solution and update to a full license only when you are completely satisfied with it.
Important changes
#1756 - New IVR tracking (Engine)
#1806 - Multi-tenant Qloader pre-loader (Qloader)
#1775 - New graphs based on Flot (Reports)
#1831 - Session keepalive embedded in all pages (Reports)
#1833 - Hebrew language support (Reports)
#1847 - Track and display call attempts (Engine)
#1852 - Track lists of events - IVRs and attempts (Engine)
#1853 - Tracking of IVR events (Engine)
#1854 - IVR: New IVR analysis page (Reports)
#1855 - IVR: New filtering criteria for Custom Report (Reports)
#1856 - IVR: Changes to the RT page (Realtime page)
#1857 - IVR: data blocks for (Reports) (Reports)
#1859 - List of events: display MOH (Engine)
#1869 - Possible XSS vulnerability fixed (Reports)
#1753 - Mail and export Reports to PDF and Excel (Reports)
#1842 - Active polling for the agent's page (Agent's page)
#1758 - Per question flag to turn off the display of status (QA)
For an additional overview of the above-mentioned major changes, please refer to the “What's new” section of our website.
Minor changes
#1848 - Use latest TPF version (Reports)
#1860 - FAQ: error in determining which channel hung up using FreePBX (FAQ)
#1623 - Returning multiple file names in QM.findAudio() (Reports)
#1737 - Skill based routing (Configuration)
#1752 - New agent's page (Agent's page)
#1755 - Login/logoff as FreePBX (Configuration)
#1759 - Questions not computed: DB Updater (QA)
#1772 - AstManProxy compatibility + Asterisk 11 (Agent's page)
#1783 - RAW data blocks for RT (Realtime page)
#1788 - Reading IVR data from FreePBX module (Engine)
#1801 - Checking IVR logs by FreePBX (Engine)
#1802 - Check MOH logs produced by ASTERISK-20742 (Engine)
#1807 - Optionally turn off News (Reports)
#1809 - Log call closures (Realtime page)
#1830 - XML-RPC: bridged call-id (Reports)
#1840 - Improved SQL Union statements (Reports)
#1843 - New native UNION statements (Engine)
#1864 - Extending report filters to InfoRecord calls (Reports)
#1865 - Adding IVR blocks to default DB (Setup)
#1866 - IVR: implementation and data blocks (Docs)
#1841 - Display JDBC parameters for Asterisk RT autoconfig (Configuration)
#1870 - Pauses start/end time could overlap other pauses on the same session (Payroll)
#1683 - Notes associated with each question (QA)
#1685 - Oreka: OrekaEncrypted integration (Reports)
#1686 - Oreka: Displaying non-audio/video attachments to calls through Oreka (Reports)
#1746 - Clear the comment text area after a comment submission. (QA)
#1771 - Same item on multiple forms (QA)
#1684 - Payroll notes by date (Payroll)
#1687 - Payroll: Export on non-audio/video attachments from Oreka (Payroll)
#1760 - (QA): Questions not computed: Form editor (QA)
#1761 - (QA): Questions not computed: Form (QA)
#1762 - (QA): Questions not computed: Reports (QA)
#1763 - (QA): Questions not computed: Summary for forms (QA)
#1765 - (QA): Questions not computed: XML-RPC Export (QA)
#1766 - (QA): Questions not computed: Documentation (Docs)
#1845 - Columns on grader's page are not sortable (QA)
Bugs fixed
#1777 - No key filtering on queues joinable from the RT page (Realtime page)
#1747 - Chrome AGAW client not installing (AGAW)
#1748 - Duplicate rows in RAM cache (Engine)
#1776 - On DB upgrade error, it goes on as if OK (Setup)
#1828 - Call details unable to open in IE (Reports)
#1829 - No scroll bar for QA form in IE (Reports)
#1832 - Visible blue border on Loway logo in IE (Graphics)
#1838 - Error with Asterisk RT - Asterisk 1.8 (Configuration)
#1839 - Agent page does not display server selector for cluster (Agent's page)
#1861 - Wrong pause reasons (Engine)
#1849 - Missing number of stints (Reports)
#1862 - Issues with agent removal on the RT page (Realtime page)
#1770 - Cannot extend login time. (Payroll)
#1812 - Possible issue when closing call from the RT page (Realtime page)
#1844 - Graders page considers a rep graded even if he's not (QA)
* A walk-through of the most important changes can be found at http://queuemetrics.com/manuals/QM_WhatsNew-chunked/ar01s06.html
* You can try QueueMetrics now at http://queuemetrics.com/path_trial.jsp
First of all, the long awaited report export is present. You can export complete reports to PDF or XLS files. This works for the report you are seeing in front of you and can be set up to work automatically, sending the report to a list of recipients over e-mail.
The QA section was improved by adding non-scoring questions and comments. This works especially well from the agent's page - this means your agents can now gather structured and free-text information on the current call right from their own screen, using specially crafted QA forms.
The agent's page itself was improved - now it leverages the caching features added in 12.10 in order to refresh automatically when a call comes in. This works beautifully for inbound and can easily be leveraged for outbound when running WombatDialer.
A new kind of report was added - IVR traversals. This lets you track in-deep IVR activity and understand what happens even before the call hits the queue. reached goals and attrition points can easily be displayed. A compatible module was added to FreePBX 2.11 to make integration easier.
Another feature that was often asked for is the detailed tracking of attempts on each call - in fact now all events happening on a call (like MOH, attempts or IVR events) are visible in detail. No more wondering why a call took so long to be answered!
Last but not least, QueueMetrics is nowadays often deployed as a cloud service. The new QlogSplitter that ships with Qloaderd lets you break the relationship between a single Asterisk server and a QueueMetrics instance - now you can have multiple clients sharing the same Asterisk instances having separate QueueMetrics instances, with a no-strings-attached pricing thanks to the Keyring.
The new release also includes a number of lesser changes and bugs fixed - in total almost 100 different issues were addressed.
Looking for outbound? look no further!
The WombatDialer is the perfect companion for your QueueMetrics system. WombatDialer is built to let you add outbound capabilities to your call-center, by leveraging a powerful and complete dialing platform. You can now create outbound campaigns of all kinds – telecasting, telemarketing, call-me-back services, automated queue redials, outbound IVRs – with the same level of efficiency and accuracy QueueMetrics is well known for.
WombatDialer lets you compose the solution you need by offering a powerful API model and hides away the complexity of implementing real-life outbound dialing scenarios.
As you are already running QueueMetrics, we offer you an opportunity to add WombatDialer to your system with a special offer – get 30% off your first purchase by getting an evalution key before May 1st, 2013. That's all you have to do.
Interested? You can test WombatDialer by downloading a free evaluation version from http://wombatdialer.com - as with all Loway products, you first test-drive our solution and update to a full license only when you are completely satisfied with it.
Important changes
#1756 - New IVR tracking (Engine)
#1806 - Multi-tenant Qloader pre-loader (Qloader)
#1775 - New graphs based on Flot (Reports)
#1831 - Session keepalive embedded in all pages (Reports)
#1833 - Hebrew language support (Reports)
#1847 - Track and display call attempts (Engine)
#1852 - Track lists of events - IVRs and attempts (Engine)
#1853 - Tracking of IVR events (Engine)
#1854 - IVR: New IVR analysis page (Reports)
#1855 - IVR: New filtering criteria for Custom Report (Reports)
#1856 - IVR: Changes to the RT page (Realtime page)
#1857 - IVR: data blocks for (Reports) (Reports)
#1859 - List of events: display MOH (Engine)
#1869 - Possible XSS vulnerability fixed (Reports)
#1753 - Mail and export Reports to PDF and Excel (Reports)
#1842 - Active polling for the agent's page (Agent's page)
#1758 - Per question flag to turn off the display of status (QA)
For an additional overview of the above-mentioned major changes, please refer to the “What's new” section of our website.
Minor changes
#1848 - Use latest TPF version (Reports)
#1860 - FAQ: error in determining which channel hung up using FreePBX (FAQ)
#1623 - Returning multiple file names in QM.findAudio() (Reports)
#1737 - Skill based routing (Configuration)
#1752 - New agent's page (Agent's page)
#1755 - Login/logoff as FreePBX (Configuration)
#1759 - Questions not computed: DB Updater (QA)
#1772 - AstManProxy compatibility + Asterisk 11 (Agent's page)
#1783 - RAW data blocks for RT (Realtime page)
#1788 - Reading IVR data from FreePBX module (Engine)
#1801 - Checking IVR logs by FreePBX (Engine)
#1802 - Check MOH logs produced by ASTERISK-20742 (Engine)
#1807 - Optionally turn off News (Reports)
#1809 - Log call closures (Realtime page)
#1830 - XML-RPC: bridged call-id (Reports)
#1840 - Improved SQL Union statements (Reports)
#1843 - New native UNION statements (Engine)
#1864 - Extending report filters to InfoRecord calls (Reports)
#1865 - Adding IVR blocks to default DB (Setup)
#1866 - IVR: implementation and data blocks (Docs)
#1841 - Display JDBC parameters for Asterisk RT autoconfig (Configuration)
#1870 - Pauses start/end time could overlap other pauses on the same session (Payroll)
#1683 - Notes associated with each question (QA)
#1685 - Oreka: OrekaEncrypted integration (Reports)
#1686 - Oreka: Displaying non-audio/video attachments to calls through Oreka (Reports)
#1746 - Clear the comment text area after a comment submission. (QA)
#1771 - Same item on multiple forms (QA)
#1684 - Payroll notes by date (Payroll)
#1687 - Payroll: Export on non-audio/video attachments from Oreka (Payroll)
#1760 - (QA): Questions not computed: Form editor (QA)
#1761 - (QA): Questions not computed: Form (QA)
#1762 - (QA): Questions not computed: Reports (QA)
#1763 - (QA): Questions not computed: Summary for forms (QA)
#1765 - (QA): Questions not computed: XML-RPC Export (QA)
#1766 - (QA): Questions not computed: Documentation (Docs)
#1845 - Columns on grader's page are not sortable (QA)
Bugs fixed
#1777 - No key filtering on queues joinable from the RT page (Realtime page)
#1747 - Chrome AGAW client not installing (AGAW)
#1748 - Duplicate rows in RAM cache (Engine)
#1776 - On DB upgrade error, it goes on as if OK (Setup)
#1828 - Call details unable to open in IE (Reports)
#1829 - No scroll bar for QA form in IE (Reports)
#1832 - Visible blue border on Loway logo in IE (Graphics)
#1838 - Error with Asterisk RT - Asterisk 1.8 (Configuration)
#1839 - Agent page does not display server selector for cluster (Agent's page)
#1861 - Wrong pause reasons (Engine)
#1849 - Missing number of stints (Reports)
#1862 - Issues with agent removal on the RT page (Realtime page)
#1770 - Cannot extend login time. (Payroll)
#1812 - Possible issue when closing call from the RT page (Realtime page)
#1844 - Graders page considers a rep graded even if he's not (QA)
311
QueueMetrics news / Possible XSS issue - please upgrade
« on: March 15, 2013, 17:43:11 »
We have been notified by Dylan Webb of Allied Infosecurity that versions of QueueMetrics up to 12.10 may present a reflective XSS vulnerability - an attacker could execute arbitrary HTML or script code in a targeted user's browser. This could be leveraged to steal sensitive information such as user credentials and/or conduct other malicious activities.
We have patched the issue by releasing version 12.10.1.1, that is immediately available on our RPM repositories or through direct download. If you installed QM using yum, you should simply run:
to get the latest version.
Though the real-life impact of the issue may be moderate (especially if you run QM on an intranet) we suggest upgrading as a precautionary measure.
We have patched the issue by releasing version 12.10.1.1, that is immediately available on our RPM repositories or through direct download. If you installed QM using yum, you should simply run:
Code: [Select]
yum update queuemetricsto get the latest version.
Though the real-life impact of the issue may be moderate (especially if you run QM on an intranet) we suggest upgrading as a precautionary measure.
312
Running WombatDialer / Re: Voicemail/Fax discrimination...
« on: March 12, 2013, 11:54:06 »
It is technically possible to do that, though not exactly automated (yet).
You can of course use a custom status code on detection - this is something you have to do at the Asterisk level. Please note that AMD detection in Asterisk is not superb, so you should reasonably expect an accuracy of 70-90% unless you use some commercial solution.
For AMD detection see http://www.voip-info.org/wiki/view/Asterisk+cmd+AMD
For using custom status codes to process a call, see
http://www.wombatdialer.com/manuals/WD_UserManual-chunked/ar01s06.html#cbOUTB
See the part about TERMINATED 0, TERMINATED 1 and so....
As we are actively developing WombatDialer, we welcome comments on how to make this better.
You can of course use a custom status code on detection - this is something you have to do at the Asterisk level. Please note that AMD detection in Asterisk is not superb, so you should reasonably expect an accuracy of 70-90% unless you use some commercial solution.
For AMD detection see http://www.voip-info.org/wiki/view/Asterisk+cmd+AMD
For using custom status codes to process a call, see
http://www.wombatdialer.com/manuals/WD_UserManual-chunked/ar01s06.html#cbOUTB
See the part about TERMINATED 0, TERMINATED 1 and so....
As we are actively developing WombatDialer, we welcome comments on how to make this better.
313
Running QueueMetrics / Re: Agents missing from "Answered Calls (for selected queues)" report
« on: March 11, 2013, 15:00:42 »
This is because when you run a report in QM the time reports are like "walls" - QM is not meant to see anything that happened before or afterwards. So in practice it is always better to add some "head space" when running a report, especially via XML-RPC
314
Running QueueMetrics / Re: [solved] Full harddrive hosed the DB, now in infinite update loop
« on: March 11, 2013, 14:58:48 »
Not sure I understand - version 10 is VERY old - were you upgrading from an old version?
315
Running QueueMetrics / Re: Agent, queue and pickup
« on: March 07, 2013, 09:21:23 »
Yes you can TRANSFER a specific call from the queue - see e.g. http://www.queuemetrics.com/manuals/QM_WhatsNew-chunked/ar01s04.html#B1624_733