Topics

1

Running QueueMetrics / Logging configuration changes

« on: June 12, 2012, 16:35:56 »

Last week one of our configured queues was deleted and we don't know if this was a mistake by one of our staffers or something more sinister. Is there a way to log which user took which action in the configuration views of QueueMetrics?

2

Running QueueMetrics / Access permissions for files through qm_popup_streamAudio.do

« on: November 08, 2011, 15:24:13 »

Hi,

I'd like to make specific audio recordings available to a user, but don't want him to have any other permissions. I have created the class "AUDIOLISTENER" and gave it the permissions "USER CALLMONITOR MON_AUDIO". The user can log in, but when I copy the URL to the audio file (qm_popup_streamAudio.do with the name of the file) from the info dialog window and copy it into the other browser where my "audio user" is logged in I get the error message "Illegal file access: the file is not in the list of allowed files."

How can I set the list of allowed files for the user?

3

Running QueueMetrics / Very large queue length after crash

« on: October 18, 2011, 15:47:44 »

Our Asterisk installation crashed badly and probably messed up the queue_log file. Now the "Day" view shows "1318258529" as the queue length. Is there any way to correct this in the database?

4

Running QueueMetrics / Robot reports and queue names with spaces

« on: June 02, 2010, 13:23:30 »

Hi,

we have a queue called "All Calls Sales" that shows the result from the queues sales_de and sales_en. It seems I can't do a robot report on this queue. I have tried with the parameter &queues=All%20Calls%20Sales but it didn't work, the report looked like when I report for a nonexistent queue.

Is it possible to use queues with spaces in their names in robot reports? If yes, how?

5

Improving QueueMetrics / Show if audio recording exists in the detail view

« on: June 01, 2010, 10:51:31 »

If the detail view of the answered calls would show if audio files exist for a given call, this would reduce the number of unnecessary clicks on the magnifying-glass icon drastically and make listening to calls more productive and easy.

6

Running QueueMetrics / "Ongoing" calls at the end of a report

« on: April 07, 2010, 10:34:46 »

When I look at the details of answered calls, I see a couple of calls marked with a red "Ongoing" in the "Disconnection" column at the bottom. When picking another time window, these calls correctly show up as disconnected. The cause is clear: A call started before midnight on a specific day and ended on the next day. It would be nice if you could configure an amount of time where Queuemetrics looks for disconnections when displaying detailed reports.

7

MySQL storage and Qloaderd/Uniloader / qloader.pl patch for better timestamp handling

« on: March 02, 2010, 16:10:33 »

In the past few days we had three incidents where the qloaderd wrote timestamps into the database that were very far in the future. This lead to a complete standstill of all statistics and the inability of agents to make call classifications. We haven't found the cause yet (probably a broken line in queue_log).

To prevent this from happening again and to analyze the source of the problem, I made the following modifications to qloader.pl (posted as a diff):

Code: [Select]

--- old/qloader.pl        2009-08-19 16:28:56.000000000 +0200
+++ qloader.pl  2010-03-02 16:00:30.574029731 +0100
@@ -46,6 +46,7 @@
 my $log_queries   = 0;            # set to 1 to log all queries

 my $timezone_offset  = 0 * 3600;  # in seconds
+my $max_future_ts    = 15;        # in seconds, how many seconds a timestamp can lie in the future
 my $heartbeat_delay  = 15 * 60;   # in seconds
 my $use_subqueue     = 0;         # 0 no; 1 yes
 my $split_subq_name  = 0;         # 0 no; 1 yes - turn a subqueue name from 'xxx/yyy" to "xxx"
@@ -116,7 +117,11 @@
                        $rowdata[3] = agentRewriteByDB( $rowdata[3] );
                }

-               if ( $tst < $highWaterMark ) {
+               if ( $tst > time() + $max_future_ts ) {
+                       syslog("Timestamp $tst is too far in the future. Skipping line '$_'");
+                       skipRow( @rowdata );
+               }
+               elsif ( $tst < $highWaterMark ) {
                        # salta le righe obsolete
                        skipRow( @rowdata );
                }

If I get broken timestamps again I will post the results from the log output. Until then I'd love to hear your comments.

8

Running QueueMetrics / Call attempts: Avg ring is greater than agent timeout

« on: October 07, 2009, 13:27:15 »

Hello,

When I have a look at the "Call Attempts" page, looking at the "Avg Ring" column for taken calls on ACD attempts by terminal, I have values that are greater than the agent timeout. For example, we have an agent that answered 8 calls (no calls lost), had an overall ring time of 4:29, thus an average ring time of 0:33. But the timeout for the queues is 10 seconds.

What does "Taken" and "Lost" mean?
a) Taken=Caller got connected; Lost=caller abandoned the queue?
b) Taken=Agent picks up the receiver inside the agent timeout limit of the queue; Lost=Agent did not pick up the receiver inside the agent timeout

If it's a), then the Avg ring time is understandable because there are times when an agent only picks up on second try. If it's b) then I'm totally confused on how the Avg ring time can be greater than the timeout.

By the way, how is the ring time calculated? When I have a look at the queue_log file I can see RINGNOANSWER entries that show the ring time, but when an agent picks up the receiver there is no entry on how log his phone rung.

9

Running QueueMetrics / Calls in queue are not shown to be answered in correct order

« on: September 30, 2009, 13:11:29 »

Hello,

on our realtime reporting page we see calls that enter the queue later than other calls but are handled earlier. The seems to be contrary to the "first come, first served" principle of queues. Has anybody else had this problem? Is this just a display issue? Or is something wrong with our Asterisk? Before I dig myself deep into Asterisk debugging, I just wanted to ask if this is just a QueueMetrics thing.

Here is a screenshot:

10

Running QueueMetrics / Call outcomes are not saved reliably

« on: July 29, 2009, 10:32:25 »

Hello,

sometimes the call outcome for an agent is not saved, even when the call outcome window says it was. It is not for all calls, but for some calls the outcome can't be saved, even when saving again and again. Where can I look (logfiles, etc) to further investigate this problem?

Greetings,

Gabriel

 

11

Running QueueMetrics / Agents on multiple queues have wrong realtime status

« on: July 01, 2009, 17:30:17 »

Hello,

I have an agent who is assigned to two queues, A and B. When the agent is talking on queue A, he shows up as busy (orange light) on the realtime page for queue A. On the realtime page of queue B, he shows up as free (green). Fortunately this just seems to be a display glitch since Asterisk is not writing anything to the queue_log when a call comes into queue B. The reports also don't show any missed calls.

Is this a bug in QM or can I do something to show the agent as busy on queue B?

12

General Asterisk configuration / Monitor() application writes premature entries to queue_log

« on: April 17, 2009, 12:00:31 »

Due to privacy concerns we have a menu for our callers to choose if they accept the calls being recorded or not. The easiest way for this was an IVR that called the Monitor() application before calling Queue(). However, if Monitor() is active, when the (dynamic) agent picks up the receiver and the call is bridged, the COMPLETEAGENT record is written immediately to queue_log with a call length of 0 seconds.

Now I've got two questions:

1) Is this an Asterisk bug (I'm using the latest 1.4 version) or a misconfiguration on my part? I'll post the relevant pieces of extensions.conf and queue.conf.

2) Are there any other options to record calls conditionally?

Here are the excerpts from my config files:

Code: [Select]

;extensions.conf
[sales]
exten => s,n,Answer
exten => s,n,NoOp(__MONITOR_ALLOWED is set to "${MONITOR_ALLOWED}")
exten => s,n,GotoIf($["1" = "${MONITOR_ALLOWED}"]?mbegin:qbegin)
exten => s,n(mbegin),Set(D_MONITOR=q-sales-${STRFTIME(,,%F-%T)}-${UNIQUEID}-${CALLERID(num)})
exten => s,n,Monitor(wav,${D_MONITOR},mb)

exten => s,n(qbegin),Queue(sales,,,,90)
exten => s,n,NoOp(QUEUESTATUS was "${QUEUESTATUS}")
exten => s,n,Hangup()


Code: [Select]

;queues.conf
[general]
;No Options here

[sales]
maxlen=0
reportholdtime=yes
periodic-announce-frequency=60
strategy=fewestcalls
joinempty=strict
announce-round-seconds=10
retry=30
announce-holdtime=yes
announce-frequency=60
timeout=10
music=default
autofill=yes
ringinuse=no


13

Running QueueMetrics / How to show agents as busy after transfers?

« on: January 29, 2009, 10:05:11 »

Hello,

In our callcenter we will have the following scenario: A customer gets into the queue, Agent A picks up. He can't answer the question from the customer and transfers him to another agent, Agent B, with attended transfer. Agent B is on the same queue.

In this scenario we want to display Agent B as "busy" as soon as Agent A has called him to ask if he accepts the transferred call. After the transfer, Agent A must show up as available. Also, the transferrred call should show up in the "Transfers" section of the "Answered calls" report.

While I probably could hack a behavior like this together with dial plan features and special pause codes, I'm asking first, if a behavior like this is already implemented and how I can activate it.

14

General Asterisk configuration / File permissions in /var/spool/asterisk/outgoing/

« on: December 17, 2008, 10:53:13 »

Hello,

I'm trying to get the agent login working, but since QueueMetrics runs as a different user than Asterisk, Asterisk can't read the *.call files generated by QM in /var/spool/asterisk/outgoing/
This generates error messages like

Unable to open /var/spool/asterisk/outgoing/QM-3711628163.call: Permission denied, deleting

What can I do to make the files readable for Asterisk?