Messages

16

Running QueueMetrics / Agent Activities

« on: April 05, 2010, 20:38:18 »

I am starting to look at the Pay reports available, and wondering if we can use pause codes to track when our agents are responding to emails.  I was considering making a pause code for each of our customers, depending on what emails the CSR was responding to.  This would let us keep track of how many pauses for each code, as well as how long each pause was for.  We would be extracting this to Excel, so that we can run minimum/incremental for each pause and then distribute along to each customer.

Thanks in advance,

Carlos.

17

Running QueueMetrics / Pausing Agents

« on: April 05, 2010, 20:34:34 »

We have agents that handle inbound/outbound/email.  I was wondering if we could pause an agent on one queue (inbound) but leave them active on the outbound queue, so they can place outbound calls.  This would make it easier than having to log an agent off the inbound queue(s) and then back on. 

Thanks in advance,

Carlos.

18

Running QueueMetrics / Queues and SubQueues in Reports

« on: April 05, 2010, 20:31:47 »

I was wondering if there's something I'm doing wrong.  I've got asterisk setting up subqueues based on the DNIS, done on the inbound side through a custom context, and using that info to populate the DNIS information, as well as the subqueue.  These queues are setup as 9901.ABC11, 9901.XYZ12, etc.  For the queues, I've got queues setup as CustABC, with 9901.ABC11, CustXYZ with queue 9901.XYZ12|9901.XYZ65, etc.  If I add all these queues to our All queues view, the reports are fine.  However, when I try to pull a report on CustomerABC, it shows up as blank, even though the Atomic queues referenced seem to be correctly populating.

Thanks in advance,

Carlos.

19

Running QueueMetrics / Split Audio Files

« on: April 02, 2010, 21:13:54 »

I was wondering if it would be possible to modify the storage of the monitoring files to add additional variables.  For example, we'd like to have a directory structure as follows:

Queue-CustID\YYYY\MM\DD

This way, we can separate our audio recordings, and make the archiving of them per customer much simpler.  The only issue I foresee is that the configuration.properties may not accept a variable for the Queue-CustID, or at least not an asterisk based variable.

Before I spend too much time on this, is this feasible/possible?

I've seen the documentation to change the FilesByDay, etc. but because I'm using FreePBX it makes it a bit more difficult to split up.  I'm sure I can get FreePBX to cooperate, by moving the queue out into extensions_custom, to set the recording path, the thing is how do I get QM to pickup the variable path...

Thanks,

Carlos.

20

Outbound and QueueMetrics / Re: Sharing: hack extensions_queue.conf for Asterisk 1.2 to show custom callerid

« on: April 02, 2010, 19:12:56 »

It's been a while since this post, but couldn't you add a line in the queuedial-loggedon context as follows:

exten => _XXX.,n,ExecIf($[ "${QDIALER_QUEUE}" = "555" ] ,Set,CALLERID(all)="Customer Service" <5555555555>)

You could simply have one line per outbound queue, and have them all in one place.  You could also have a default "" to send out in case there isn't a match.

21

QueueMetrics installation / Re: Admin Logon

« on: April 02, 2010, 18:53:34 »

I think I may have found a way to do this...

I was considering using the DNIS tracking, and then the subqueues to handle this.  I am trying to use the following as a custom destination which will tag the call and send it along.  This is the destination for the inbound route, and it simply puts the call back where it needs to go.  Would this not work?  I can see the info getting set properly, but I've not been able to see the sub-queues setup.

[custom-queue-setparams]
exten => s,1,Set(SUBQUEUE=ZZZ00)
exten => s,n,ExecIf($[ "${FROM_DID}" = "" ] ,Set,SUBQUEUE="EMPTY")
exten => s,n,ExecIf($[ "${FROM_DID}" = "5555551212" ] ,Set,SUBQUEUE="ZZZ00")
exten => s,n,QueueLog(9001.${SUBQUEUE},${UNIQUEID},NONE,INFO,DID|${FROM_DID})
exten => s,n,Goto(timeconditions,2,1)

I then have queues defined in QM as 9001.EMPTY|9001.ZZZ00.  I understand that we can't see live information since it's technically in the 9001 queue, but once the call is complete, the information should show up in the individual Queue reports right?  This is the part that does not seem to be working.  I only saw the DNIS information show up once for a test number, and never again.  Perhaps these stats are only pulled on an hourly basis through the cron jobs?

Carlos.

22

General Asterisk configuration / Re: Dynamic Agents, Hotdesking

« on: April 02, 2010, 18:36:55 »

I followed the setup for FreePBX.  Got almost everything working, just need to iron out a few details.  Now that we have the license it should make it easier to do some testing this next week.

23

QueueMetrics installation / Re: Admin Logon

« on: April 02, 2010, 05:42:32 »

After browsing the boards a bit, and looking for answers on other things, I think I found that I can create the sub-queues on the inbound.  Then, when I define the queue, I can set a key code, that I assign the visitor.  Is this correct?

24

QueueMetrics installation / Re: Admin Logon

« on: April 02, 2010, 04:28:06 »

Hi,

We are starting to look at our queues, and would like to let some of our customers look at the stats.  however, we run one queue for all clients, so we don't have to maintain dozens of queues, and then have agents need to login to multiple queues.  Would it be possible to limit the queues on a DID basis?

Thanks,

Carlos.

25

Lost licences / Need license

« on: April 02, 2010, 03:26:27 »

Hi - I submitted two emails for license requests and haven't received them yet.  Trying a test run for a small 10 seat center for one of our clients.  Also interested in teh reseller program.  Thanks.

Carlos.

26

General Asterisk configuration / Dynamic Agents, Hotdesking

« on: April 01, 2010, 19:46:54 »

I've seen various posts on dynamic agents and hotdesking.  We currently use FreePBX, since it makes admin of almost everything easier.  We've implemented our config to be in device and user mode, which allows to keep the devices (phones) separate from the agents (users).  We've also been using Aastra phones with their XML scripts, which allow the agents to login to any phone, and then has them at the proper extension at the proper device.  Would this cause any issues with Queuemetrics?  We're currently testing, and it all seems ok, but after seeing many complications with dynamic agents, different extensions for the agents, I want to make sure we're not going to see any issues with this in the long run.

Thanks in advance,

Carlos.

27

Outbound and QueueMetrics / Using Outbound Routes

« on: April 01, 2010, 19:22:43 »

I saw an older post titled LCR, and the response was to setup custom extensions to handle this.  However, would it not be possible to redirect the call back into the Outbound routes to accomplish this?  I was wondering if there was anything stopping from sending the calls to outbound-allroutes and let the system determine based on the rules we may already have.  This would accomplish everything needed.  By having the call originate in the queuedial or queuedial-loggedin contexts, the call would simply be sent right back out, just on the proper trunk(s).  This also allows for redundancy for failover, etc. using the builtin mechanisms asterisk already has.

If we are adding an 8 to the outbound to get out, in the queuedial and queuedial-loggedin contexts I was going to change the line that sets the QDialer channel to:

exten => _XXXXX.,n,Set(QDIALER_CHANNEL=9${QDIALER_NUMBER})

This would set the dial string to 9+ the actual dial string.  At this point all the QDIALER parameters have been set correctly?  If so, then in the qm-queuedial context, I was wondering how to change the dial command to a GoTo(outbound-allroutes), passing the same parameters.

I'm currently using asterisk 1.4.25.1, freePBX 2.7 QueueMetrics 1.6.0.1

Thanks in advance.

Carlos.