QueueMetrics > Outbound and QueueMetrics

Outbound Calls Do Not Show Agent As Busy

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adz:
Hello,

I have the latest version of QM, and asterisk version 1.4.25.1

When an agent makes an outbound call, the call shows up under "Calls being processed:" fine.

The issue I have is that their state does not change from available to busy (Orange), in the "Agents currently logged in:" section.

Any suggestions on ways to get this to work would be most appreciated!

QueueMetrics:
Are you sure the agent name as it appears is exactly the same? not that one is seen as AgenT/101 and teh other as SIP/101?

adz:
Here is a screenshot of our current realtime view.



As you can see, Barry (Agent 1022) is on an outbound call for 13.07 minutes.

His Agent is set as available though.

Does this help?

QueueMetrics:
Yes - that is not correct - you see that the calls "waiting" for 13 minutes and there is nobody under "Agent".
Try and post what happens on the queue_log.

adz:
My outbound code is as follows - do you see anything immediately thats wrong?

exten => _XXXXXXXXXXXXX,n,Set(MY_AGENT=${AGENTE_${CHANNEL:4:3}})
exten => _XXXXXXXXXXXXX,n,Set(QDIALER_QUEUE=${MY_AGENT})
exten => _XXXXXXXXXXXXX,n,Set(QDIALER_NUMBER=${EXTEN:3})
exten => _XXXXXXXXXXXXX,n,Set(QDIALER_AGENT=${CHANNEL:0:7})
exten => _XXXXXXXXXXXXX,n,Set(QDIALER_CHANNEL=${CHANNEL})
exten => _XXXXXXXXXXXXX,n,Set(QueueName=${QDIALER_QUEUE})
exten => _XXXNXXNXXXXXX,n,NoOp,Outbound call -> A:${MY_AGENT} N:${QDIALER_NUMBER} Q:${QDIALER_QUEUE} Ch:${QDIALER_CHANNEL}
exten => _XXXNXXNXXXXXX,n,Set(CDR(accountcode)=QDIALAGI)
exten => _XXXNXXNXXXXXX,n,Set(ST=${EPOCH})
exten => _XXXNXXNXXXXXX,n,Set(GM=QDV-${QDIALER_AGENT})
exten => _XXXNXXNXXXXXX,n,Set(GLOBAL(${GM})=U)
exten => _XXXNXXNXXXXXX,n,Set(GLOBAL(${GM}ans)=0)
exten => _XXXNXXNXXXXXX,n,Macro(queuelog,${ST},${UNIQUEID},${QDIALER_QUEUE},${QDIALER_AGENT},ENTERQUEUE,-,${QDIALER_NUMBER})
exten => _XXXNXXNXXXXXX,n,Set(MONFILENAME=/var/spool/asterisk/monitor/${STRFTIME(${EPOCH},GMT-5,%G%m%d)}/${STRFTIME(${EPOCH},GMT-5,%H%M%S)}-${CALLERID(num)}-${EXTEN:3})
exten => _XXXNXXNXXXXXX,n,Monitor(wav|${MONFILENAME}|m)
exten => _XXXNXXNXXXXXX,n,Dial(SIP/1${EXTEN:3}@<IP>:5060|300)
exten => _XXXNXXNXXXXXX,n,Set(CAUSECOMPLETE=${IF($["${DIALSTATUS}" = "ANSWER"]?C)})
exten => _XXXNXXNXXXXXX,n,Hangup()

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