Building fully qualified ContactCenter

QueueMetrics > Running QueueMetrics

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smile:
Hello All!

It seems to possible to build call/contact center for based functionalities on QueueMetrics. Statistics works fine, but can be QueueMetrics a little bit greater? I'm interested in tiny outsourcing solution for no more than 20 operators.

1. where are lies border of trial license? here there are licenses for 2 agent, sorry but i cant understand where i will face to this limits.
2. all call processing lead in web form, so can QueueMetrics show popup window with special url (via queue(url) command) BEFORE operator answers the call? URL must popup in a minimal time (less than 1 sec) in automatic regime without operators click.
3. does some kind of softphone exist, which can be integrated/tied/etc with QueueMetrics? may be just 1-2 feature, it will be nice ;)

QueueMetrics:

--- Quote from: smile on March 05, 2008, 21:09:19 ---1. where are lies border of trial license? here there are licenses for 2 agent, sorry but i cant understand where i will face to this limits.

--- End quote ---

It will count the number of distinct agents in use by your call center. If you want to run some serious testing, I suggest you request a free temp key here: http://queuemetrics.com/sendDemoLicence.jsp

--- Quote from: smile on March 05, 2008, 21:09:19 ---2. all call processing lead in web form, so can QueueMetrics show popup window with special url (via queue(url) command) BEFORE operator answers the call? URL must popup in a minimal time (less than 1 sec) in automatic regime without operators click.

--- End quote ---

We will likely implement something similar, though it will require manual reload of the page. This is because if you have hundreds of agents, you don't want to hammer the server with thousands of requests per minute, while an agent knows when they've received a call.
It is not possible to do it BEFORE an agent answers the call because until the agent answers, there is no guarantee that he will take it at all. ;D

--- Quote from: smile on March 05, 2008, 21:09:19 ---3. does some kind of softphone exist, which can be integrated/tied/etc with QueueMetrics? may be just 1-2 feature, it will be nice ;)

--- End quote ---

Not at the moment - what would you need? ;)

smile:

--- Quote from: QueueMetrics on March 06, 2008, 10:07:01 ---
--- Quote from: smile on March 05, 2008, 21:09:19 ---1. where are lies border of trial license? here there are licenses for 2 agent, sorry but i cant understand where i will face to this limits.

--- End quote ---

It will count the number of distinct agents in use by your call center. If you want to run some serious testing, I suggest you request a free temp key here: http://queuemetrics.com/sendDemoLicence.jsp

--- End quote ---

At present we use static channels (like SIP/op1... SIP/op10), not agents. Do you limit count of simultaneous connections via queuemetrics context? In statistic page i see all of my "agents" (standart license from tar.gz bundle).

--- Quote from: QueueMetrics on March 06, 2008, 10:07:01 ---
--- Quote from: smile on March 05, 2008, 21:09:19 ---2. all call processing lead in web form, so can QueueMetrics show popup window with special url (via queue(url) command) BEFORE operator answers the call? URL must popup in a minimal time (less than 1 sec) in automatic regime without operators click.

--- End quote ---

We will likely implement something similar, though it will require manual reload of the page. This is because if you have hundreds of agents, you don't want to hammer the server with thousands of requests per minute, while an agent knows when they've received a call.
It is not possible to do it BEFORE an agent answers the call because until the agent answers, there is no guarantee that he will take it at all. ;D

--- End quote ---

Agent may receive form, but there is nothing bad if agent dont't answers the call. agent must view form before call because they answers 'Hello, Company xxx'. where 'xxx' written on web page (based on DNIS of call).

--- Quote from: QueueMetrics on March 06, 2008, 10:07:01 ---

--- Quote from: smile on March 05, 2008, 21:09:19 ---3. does some kind of softphone exist, which can be integrated/tied/etc with QueueMetrics? may be just 1-2 feature, it will be nice ;)

--- End quote ---

Not at the moment - what would you need? ;)

--- End quote ---

Web phone inside QueueMetrics page e.g. ;D
Or may be could you recomend your prefer softphone, one for windows and one for linux.

QueueMetrics:
1. You should be using a licence for the number of distinct agents (or channels in your case) unless you risk being locked out. ;D Anyway I do suggets usng Agents/.... (or at least faking logons/logoffs) for real call-center opertaions, so you know who is available.

2. You can do that buy changing the announce message in Asterisk.

3. At the moment, we prefer not to be tied to any phone setup, and I'm especially afraid of softphones running in a browser :) do you have any good exeprience with them?

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