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16

QueueMetrics installation / Customizing some of the reports - Where are all the data in the database?

« on: November 29, 2010, 17:41:40 »

Hello,

I am looking to make a customized graph from the data. I am looking at QM database and all I see is the queue_log table that holds some Asterisk related data.

1- I want to know what each row means and where can I get information like the duration of the call, caller number, how long it rang until it was picked up, who was the slowest to pick up, etc....(I know these reports are available on QM but we have an internal system that take advantage of the data)

2- Was the call for extension 334 waiting for so long to be answered? What do below signify? what is 0 and 1000 in data1? What is heartbeat?

Code: [Select]

"partition";"time_id";"call_id";"queue";"agent";"verb";"data1";"data2";"data3";"data4";"serverid";"unique_row_count"
"P001";"1285843585";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843567";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843566";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843565";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843564";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843563";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843562";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843561";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843560";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843559";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843557";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843556";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843555";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843568";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843569";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843570";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843584";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"1000";"";"";"";"";"1"
"P001";"1285843582";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843581";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843580";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843579";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843578";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843577";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843576";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843575";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843574";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843573";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843572";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843554";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843553";"1285843434.1";"498";"Local/334@from-internal/n";"RINGNOANSWER";"0";"";"";"";"";"1"
"P001";"1285843516";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285829100";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285828199";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285827298";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285826397";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285825496";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285824595";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285823694";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285822793";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285821892";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"
"P001";"1285820991";"NONE";"NONE";"NONE";"HEARTBEAT";NULL;"";"";"";"";"1"

Thanks

17

QueueMetrics installation / Bug in Disconnection Cause code

« on: November 22, 2010, 20:38:57 »

Hello,

We are running the latest version of Queuemetrics. If a call is abondoned, on the report we can see it as saying Abondoned but when I press Call Details I see that it says Agent Disconnected. This is contridicting info. If agent disconnected then why is the duration ZERO? If Agent Disconnected is right then there is a bug in duration recording.

How can I know if the agent picked up and disconnected RIGHT AWAY. Can you confirm this as a bug?



-Bruce

18

General Asterisk configuration / PAUSE code includes an amigous reason code know as: "-" - Is this a bug?

« on: November 06, 2010, 00:47:48 »

Hello,

By default for aesthetic reasons and to avoid confusion a scroll down should include the top value as the default displayed and selected value. However, this doesn't happen for the scroll down of the reason code when an agent wants to go on PAUSE. In fact an agent can chose "-" as the reason code and it shows in the reports.

Please don't tell me it's a bug and has to wait for few months to get solved.

Is there a way to remove this and to only allow the proper reason codes to be picked up?

Thanks

19

General Asterisk configuration / Where can I find a list and details of all keys that can be added to a user?

« on: October 28, 2010, 22:52:04 »

Hello,

Where can I find a list and details of all keys that can be added to a user?
I would be interested to see details in a table if possible. Any key that can be added to an Agent, Supervisor, or an Admin.

Thanks

20

General Asterisk configuration / Agent RELOAD BAR is really lazy. Is there a reason for that?

« on: October 28, 2010, 22:50:51 »

Hi,

The agent reload bar is really lazy. It takes a minute or so to reload. For PAUSE and UNPAUSE the page reloads quickly but if AGENT uses the phone set to LOGIN and LOGOUT of a queue then the status is not shown right away because the bar is lazy. What property can be tampered to bring the second lower to 5 seconds or less.

Or is there going to be a considerable load on the server if 20 agents reload every 5 seconds?

Thansk

21

General Asterisk configuration / Agent portal shows Queue NUMBER instead of Queue Alias. How to fix this?

« on: October 28, 2010, 22:47:46 »

Hi,

By default the Queue NUMBER like 600, 601, and 602 is shown on Agent portal when they login instead of English, Spanish, and French. How can we make sure that it show the respective Alias as defined in "Edit Queues" section rather than the Queue Number?

Thanks

22

General Asterisk configuration / .call file for PAUSE and UNPAUSE is chowned root.root hence it doesn't work - ??

« on: October 25, 2010, 21:22:33 »

Hello,

I see that our extensions_queuemetrics.conf exists and it's included in extensions_custom.conf. When trying to PAUSE and UNPAUSE from agent portal the call file created in /var/spool/asterisk/outgoing is chowned root.root rather than asterisk.asterisk and hence agents can't go on PAUSE or UNPAUSE. We are using PBXinaFLASH.

I remember to have fixed this previously maybe by changeing ${AGENT} to ${LOCAL} or something but now I can't find that post.

Please help.

P.S. how does one debug the java code for the buttons PAUSE and UNPAUSE to find the source of the code as to why the files are chowned with root.root rather than asterisk user.

Thanks

23

General Asterisk configuration / Not showing BUSY agents in Bsy state

« on: October 22, 2010, 19:18:54 »

Hi,

If a dynamic agent calls a colleague in the company or makes a call out two BAD things happen:

1- His status doesn't show Busy on the Real-time and Wallboard.
2- Asterisk keeps hitting him despite being on an outbound call if Queue strategy is set to "leastrecent" calls while it should move on to the next agent when it sees the agent to be busy. I have the Skip Busy agent check marked in FreePBX.

I am particularly interested to get issue #1 listed above corrected ASAP.

Thanks

24

General Asterisk configuration / Can we mute the Refresh beep for Wallboard without effecting the Alarm Ring?

« on: October 18, 2010, 22:14:54 »

Hello,

It has proven that the refresh ring every 5 seconds on the wallboard is annoying to our agents as many of them complain about it. However, we want to keep the RED ALARM ring there. How can we get rid of the refresh beep?

Thanks

25

Running QueueMetrics / Realtime shows a little Database box beside my Queues...what is that?

« on: October 13, 2010, 20:39:03 »

Hi,

When looking into real time I see a little silver database box infront of my Russian Queue. Other queues don't have that. It's this image:

queuemetrics/img/icons_silk/database.png

Can someone please explain what that means.

Also, I am see two agents logged into a queue that DOES NOT have a name and in fact when I do a "queue show" on Asterisk CLI those agents are not even logged in and yet show up on the real-time. What should have caused this?


***Minor update: I found out that I had "AGENTLOGOOFF" instead of "AGENTLOGOFF" when I updated my dialplan to echo the logoff into the queue log file. Now, about 10 of the agents show to be online. I have done a Search and Replace on the spelling mistake but I think that portion of the file is already upload to MySQL. How can I tell QM to go back and check for the changes to update the log off properly?

Thanks

26

Running QueueMetrics / Login and Logout sessions missing

« on: October 13, 2010, 19:41:17 »

Hello,

This is what we use to Login and Logout users through a Speed Dial on an Aastra phone:

Login:
exten => 90001,1,Answer()
exten => 90001,n,AddQueueMember(500|Local/${CALLERID(num)}@from-internal/n)
exten => 90001,n,Playback(agent-loginok)
exten => 90001,n,Hangup()

Logout:
exten => 90000,1,Answer
exten => 90000,n,RemoveQueueMember(500|Local/${CALLERID(num)}@from-internal/n)
exten => 90000,n,Playback(agent-loggedoff)
exten => 90000,n,Hangup

Agents are used to using the phone sets and it's also safer as QM may fail at one point and Agents can still login to the queues with Speed Dial keys attaches back to extension 90001 (login) and 90000 (logout).

However, it seems that none of those events are read by QM as they are only ADD and REMOVE member and in Queue log and login or logoff is not added.

Queue_Log Report:
1286991484|1286991484.730|500|Local/366@from-internal/n|ADDMEMBER|
1286991510|1286991510.732|500|Local/366@from-internal/n|REMOVEMEMBER|

How can I change above dialplan to include a format accepted by QM?

***My question on this would remain as why ADD and REMOVE member are not translated as Login/Logoff since they are exactly the same thing.

And which part of the Report is fully responsible for reporting the session data including Login, Logoff and Pause, Unpause? In details...


Thanks

27

General Asterisk configuration / What files should I modify to show "Agent" instead of "Age" for Wallboard titles

« on: October 13, 2010, 19:04:30 »

Hi Everyone,

The wallboard interface is a bit weak and I want to do a few tweaks one of which will be putting proper titles to the fields on the Wallboard like changing "Age" to "Agent" and "Rdy" to "Ready". I may also want to change the colors a bit. Which files are responsible for such changes? or are those modification possible through the Admin GUI?

Thanks

28

General Asterisk configuration / Wallboard doesn't show accurate information

« on: October 13, 2010, 18:17:49 »

Hi Everyone,

In real-time under "Agent's currently Logged In", I see that only one agent is logged into a Russian Queue but on Real-Time Queues it shows Age = 5 and Rdy =5 for the Russian Queue and for all other Queues. It shows the total of all agents. This is not accurate as there maybe 5 agents in total but not all are logged into the Russian Queue.

What could be causing this?

Thanks

29

General Asterisk configuration / We changed Agent Numbers and old ones still show in the Queue despite delete?!

« on: October 13, 2010, 18:14:19 »

Hi Everyon,

We change Agent extension range from 330-350 to 360-380 but since the old log is still available (we use qloader) the queues still show all the 330-380 users in them. I have deleted the Agents 330-350 but when I go to edit Queues, I still see that the number show 40 users instead of 20.

Should I get into the MySQL queuemetric table and delete the mentions to 330-350?

Thanks

30

QueueMetrics installation / Can Instant Messenger work with Yahoo, MSN, GoogleTalk?

« on: October 13, 2010, 18:02:24 »

Hi,

Can the Real-Time Instant Messenger link work with Yahoo Messenger and other popular IMs?

Thanks