Messages

1

MySQL storage and Qloaderd/Uniloader / Re: database needs updating

« on: June 28, 2012, 20:19:00 »

just let you know, i tried to remove tom/work, after queuemetrics restart, it came out again, but page still didn't work well. so i used upgrade guide in FAQ page, removed qm, reinstalled it, after couple times repair, now everything works fine. thanks for the help.

fred

2

MySQL storage and Qloaderd/Uniloader / Re: database needs updating

« on: June 15, 2012, 18:52:48 »

yes it looks like that. how do i fix it now?

and i was thinking if upgrade to currently version will fix the problem, and how difficult it is? are there any instructions for upgrading the queuemetrics?

thanks.

fred

3

MySQL storage and Qloaderd/Uniloader / Re: database needs updating

« on: June 14, 2012, 01:56:26 »

since all our reps still can open the page by keep reopening the url, i didn't work on this for a while. but it really annoying and some pc can't open at all, i did the db repair last weekend, but the problem still. here is what i did -- read from your faq:

1. backup the db:
  mysqldump -uqueuemetrics -pjavadude queuemetrics > database.sql
2. stop mysql
  /etc/init.d/mysqld stop
3. check tables:
  myisamchk -c /var/lib/mysql/queuemetrics/*.MYI
4. repair tables:
  myisamchk -r /var/lib/mysql/queuemetrics/*.MYI
5. restat mysql:
  /etc/init.d/mysqld start

after that i open the browser saw the same message, and same after database check. i even restarted the server, but still no luck.

please help, thanks.

fred

4

MySQL storage and Qloaderd/Uniloader / Re: database needs updating

« on: February 21, 2012, 02:49:21 »

Help please.

btw, some of our agents can login the qm while some can't. below are what the screen shows:

QueueMetrics JDBC connection tester
We have detected that your QueueMetrics database needs updating.

Your current configuration is:

    XML configuration file found at:
    /usr/local/queuemetrics/webapps/queuemetrics-1.6.0.1/WEB-INF/web.xml
    JDBC URI configured as:
    jdbc:mysql://localhost/queuemetrics?autoReconnect=true&zeroDateTimeBehavior=convertToNull&jdbcCompliantTruncation=false&user=queuemetrics&password=*******

Thank you.

Fred

5

MySQL storage and Qloaderd/Uniloader / database needs updating

« on: February 17, 2012, 19:54:34 »

Hi there,

We have problem earlier this morning on Queuemetrics -- the server HD was full. After I cleared some space, the QM run gave me "QueueMetrics JDBC connection tester" window and told me "We have detected that your QueueMetrics database needs updating.". After I clicked the "Start Database Check", I got all OK except "Checking database revision - required version:19    Error    Java Error: DB revision error: was 11 - required 19". How do I update the DB version to 19? Please help. Thank you.

Fred

6

Running QueueMetrics / Re: queue level never worked -- please help

« on: May 25, 2010, 22:03:11 »

thank you.

that's what i thought is missing from the configuration:
exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-internal)

from the database, i can see there are "agenti_membri", "agenti_spilloff_1" and "agenti_spilloff_2" fields from queuemetrics.code_possibili table, but unfortunately, i don't know how to get a "penalty" for them. any suggestion? Thank you for the help.

Fred

7

Running QueueMetrics / queue level never worked -- please help

« on: May 25, 2010, 00:09:29 »

Hi there,

I have problem with the queue level. According to the UserManual_1602, page 27, it says ----

Each agent may be flagged as being a member of four priority groups:
• Main: the agents usually answering the queue
• Spill: the agents answering the queue if all "Main" agents are busy or unavailable
• Wrap: the agents answering the queue if all "Main" and "Spill" agents are busy or unavailable
• Undefined: this agent is not a member of any priority group for this queue
This feature is useful if priority groups are used in the queue configuration. If they are not used, just assign
all agents to "Main" for each queue. ----

but from extension_queuemetrics.conf, I didn't see any queue levels be added to the agents:
exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-internal)

and indeed, it's never worked for us. So here is the problem: we are using queues to route language calls, let's say i have Agent A speak only English, and Agent B speaks Chinese and English. According to what I have learned, the queues are handled separately, that means Agent B will answer around 2 times of calls that Agent A does depend on how many calls in each queue. That's obvious unfair for the agents. And that's why I want English is the 2nd level for Agent B.

We really need this function since we do have agents that speak couple languages. Please let me know how do I need to configure to accomplish this. Thanks.

Fred

8

Running QueueMetrics / Re: inbound calls waiting too long to be answered

« on: May 21, 2010, 18:42:11 »

thanks, it works.

9

Running QueueMetrics / Re: inbound calls waiting too long to be answered

« on: May 20, 2010, 19:36:51 »

so you said the configuration is correct? but i just hear a beep then silence, what could be wrong?

    -- Executing [11@queuemetrics:6] ChanSpy("Local/4002@from-internal-bd49,1", "SIP/4071@from-internal") in new stack
    -- <Local/4002@from-internal-bd49,1> Playing 'beep' (language 'en')

Thanks.

10

Running QueueMetrics / Re: inbound calls waiting too long to be answered

« on: May 19, 2010, 00:58:01 »

it's not work again.

i don't know what i did, the line in extension_queuemetrics.conf is still there:
exten => 11,6,ChanSpy(SIP/${QM_AGENT_CODE:6}@from-internal)

and from the asterisk console, i can see it runs:
   -- Executing [11@queuemetrics:6] ChanSpy("Local/4002@from-internal-5f89,1", "SIP/4046@from-internal") in new stack

the channel be monitored SIP/4046 is correct, but monitoring extension still show Local/4002. are there any other place need to be configured? thanks.

fred

11

Running QueueMetrics / queue call questions please help

« on: May 18, 2010, 22:49:41 »

Hi support,

i have 2 scenarios i need help:
1. agent is on a queue call -- in the realtime page, it shows correct status. but when another call come in (in another queue she is assigned), the call come to her in the second line if Call waiting is enabled. how do i prevent that happening?
2. agent is on a queue (queue A) call -- at that time, she was only one for queue A, then another call come in queue A, it will stay in queue. agent is also assigned for another queue (queue B), but there are other agents in queue B at that time. after the agent hung up the 1st call, it happened a call came in queue B, and it rang to her, so the call in queue A still stay in queue. is it suppose the 1st call be answered 1st? I'd rather she answer the call in queue A and let others answer the call in queue B. How to configure that?

Thank you very much.

Fred

12

Running QueueMetrics / Re: inbound calls waiting too long to be answered

« on: May 14, 2010, 20:49:45 »

thank you. it works.

by the way, what's the difference between extension 11 and 14? from comments, it looks like 11 is for inbound calls and 14 for outbound, but i just changed 11 and it worked for both inbound and outbound.

thanks.

fred

13

Running QueueMetrics / inbound calls waiting too long to be answered

« on: May 12, 2010, 20:46:02 »

Hi there,

we are starting to use QM online, here i got 2 problems:
1. I got an agent logged in with skill 120, he is available from realtime page, then i got a call come in to that skill. I can see it from realtime page, but keep waiting, it's not going to the agent -- i disconnected it at waiting time 4:21. this happened once in a while, most of the time, and most of other skills works fine. why is this happening?
2. I tried to monitor from the admin realtime page, i put in the monitor extension, it dials, i pick the call, but hear nothing. what should i configure to make it work? Another thing, how do i enable monitor for supervisor page?

Thanks.

14

Running QueueMetrics / Re: How can i disconnect calls in queue ?

« on: May 04, 2010, 00:33:30 »

Hi there,

i have a similar situation. sometimes i see calls in QM realtime monitor, it shows the waiting time in red, but the call has actually been disconnected. I tried to close it in admin's page, but it always give "Error: It was not possible to close the call successfully." I have to wait until the waiting time reach 16 or 17 minutes, during this time, i keep hearing rings from the headset. how can i fix that? thank.

Fred

15

Running QueueMetrics / Re: Queuemetrics says agents are logged out but they are not...

« on: April 27, 2010, 19:27:27 »

thanks for the reply.

here is the situation: last week, i was testing the system, I put a sip phone in DND (do not disturb), and call it, my asterisk got restart, and i saw segfault in the log file, all the agents in QM show logged off, but in CLI, they still logged in. Today, i tried to do the same thing, still got same segfault, and asterisk restarted, but the QM status didn't changed, weird -- sorry can't duplicate the issue now. queue-log showed bunch of add and remove member:

1272049998|1272049998.45|101|Local/4071@from-internal|REMOVEMEMBER|
1272050001|1272050001.47|106|Local/4071@from-internal|REMOVEMEMBER|
1272050004|1272050004.49|103|Local/4071@from-internal|REMOVEMEMBER|
1272050007|1272050007.51|104|Local/4071@from-internal|REMOVEMEMBER|
1272050023|1272050023.55|101|Local/4071@from-internal|ADDMEMBER|
1272050026|1272050026.57|106|Local/4071@from-internal|ADDMEMBER|
1272050029|1272050029.59|103|Local/4071@from-internal|ADDMEMBER|
1272050032|1272050032.61|104|Local/4071@from-internal|ADDMEMBER|
1272050272|1272050272.71|101|Local/4053@from-internal|REMOVEMEMBER|
1272050275|1272050275.73|102|Local/4053@from-internal|REMOVEMEMBER|
1272050294|1272050294.77|101|Local/4053@from-internal|ADDMEMBER|
1272050297|1272050297.79|102|Local/4053@from-internal|ADDMEMBER|

now i still see couple agents logged on in CLI, but didn't show in QM real-time page, i believe they didn't log off yesterday. is there way to log them off everynight automatically?

thank you.