Topics

1

General Asterisk configuration / LOCAL/agent_id@dialing_context/n uses many channels / g729 licenses

« on: August 25, 2008, 23:27:25 »

See my other thread about dynamic members and local context channels which is working good but I am noticing the following for a SINGLE call:

gnsc*CLI> show g729
0/2 encoders/decoders of 100 licensed channels are currently in use

gnsc*CLI> show channels
Channel              Location             State   Application(Data)
SIP/1104-0117c530    (None)               Up      Bridged Call(Local/2301@Xerox2
Local/2301@Xerox2-0a 2301@Xerox2:3        Up      Dial(SIP/1104|10|t)
Local/2301@Xerox2-0a s@Xerox2:1           Up      Bridged Call(SIP/ARS_GW1-0118c
SIP/ARS_GW1-0118c620 6831@Xerox2-default: Up      Queue(Xerox-q6831|t|||6000000)
4 active channels
2 of 192 max active calls ( 1.04% of capacity)

Its using TWO of my g729 licenses instead of normally one if I had added SIP/1104 directly into the queue.  I am adding instead agent_id@customer_context.  In the context as previously noted in my other thread, it does a lookup to see which agents to ring.  I have a total of 100 g729 licenses.  This is going to reduce it half.  This probably is a question for the asterisk community then QM but this was the solution for dynamic agents not always sitting at the same phone extension for QM.

2

Running QueueMetrics / Show Members in RealTime Monitoring not working

« on: August 13, 2008, 18:08:10 »

"Please note that – as agents are not linked to a specific queue save for the moment they are actually talking to a caller on the queue – the agent information is computed for all agents on the Asterisk server and not for specific queues, unless the “Show members only” button is pressed."
..
"If the “Show members only” button was not pressed, all agents logged in on Asterisk will be shown, no matter to which queue they belong. If you press the “Show members only” button, only agents defined for the selected queue will be displayed. "
--from the manual

I have associated my agents to my queues but I still get ALL agents being displayed after pressing this Show Members ONLY.  Its actually very temperamental.  If I click maybe around 100 times (clicking all the buttons randomly) in the RealTime Monitoring screen, it FINALLY shows ONLY THE MEMBERS belonging to that queue.  Its very imporant I display only agents selected for the queue I want on the monitoring reasoning being is we have multiple customers and multiple queues and privacy is an issue for customers to see other customers agents.

3

General Asterisk configuration / Dynamic Agents and Asterisk ARA

« on: July 17, 2008, 16:33:41 »

In our callcenter, we allow an agent to dynamically sit wherever they want.  So we have no idea where they are until they actually log in.  We give out a separate loginID# to each agent to use for logging in.  When they log in,  the agent enters the extension# of the phone they are sitting at and I track this in mysql database.  I then add in the extension interface they entered using ADDQUEUEMEMBER to the queue(s) they belong to as they log in.  When they logoff, I lookup interface in the database and remove that interface out of the queue.

I have a table in my Asterisk ARA database call Agents which basically has two columns

AgentID    |     Location
ABC_1001       SIP/1104
ABC_1002       SIP/1109
ABC_1003       LOGOUT
ABC_1004       LOGOUT
ABC_1005       LOGOUT

I use the RealTimeUpdate and RealTime command in my Asterisk dialplan to update these entries.  How can I associate and show the AgentIDs rather then the INTERFACE in the queues.  I have a custom web GUI that displays the AgentID and the location they are sitting at but that would not work too well if say agent ID1001 was sitting at 1104 and leaves for the day and then agentID1005 comes in at night and sits at extension SIP/1104.   

Sorry if this may have been covered in the documents somewhere but I have looked through many and not found anything.  I only found about tracking dynamic agents as they log in and logoff.  I can echo the agentID (i.e. ABC_1001) during the logon/logoff process but then later when SIP/1104 gets calls, I don't see how to connect the relationship as Asterisk does not know anything about my ABC_1001 when it writes to queue_log.  I'm running on Asterisk 1.2 (ABE-B).  Will be upgrading to 1.4 very soon.