I'm having a hard time trying to figure out a way of making it possible for the outbound agents put call dispositions to their call. Outbound calls done by agents are not reflecting on agent's logon page (unlike QM's default for inbound calls). I thought of using the Dial button but unfortunately after putting the number to be dialed, the agent's eyebeam will ring. I answered it but unfortunately instead of being connected to the number I dialed tha call was hung up.
I'm currently using QM 1.5.3, Asterisk 1.4.22 and TrixBox 2.6.2.1
EXTENSIONS_QUEUEMTRICS.CONF
;
; ============================================================================
; The following dialplan context is used by QueueMetrics
; through the manager API.
; - $Id: extensions_queuemetrics.conf,v 1.9 2009/04/09 10:18:39 marcos Exp $
;
; You should modify it to fit your system.
;
; To enable this file, copy it to /etc/asterisk
; and add the line:
; #include extensions_queuemetrics.conf
; by the end of your extensions.conf file.
; ============================================================================
;
[queuemetrics]
; extension 0 is a dummy end point
exten => 10,1,Answer
exten => 10,2,Wait(10)
exten => 10,3,Hangup
; extension 11 makes remote monitoring possible
exten => 11,1,Answer
exten => 11,2,NoOp( "QM_AGENT_CODE: ${QM_AGENT_CODE}" )
exten => 11,3,NoOp( "QM_EXT_MONITOR: ${QM_EXT_MONITOR}" )
exten => 11,4,NoOp( "QM_AGENT_EXT: ${QM_AGENT_EXT}" )
exten => 11,5,NoOp( "QM_LOGIN: ${QM_LOGIN}" )
exten => 11,6,ChanSpy(${QM_AGENT_CODE})
exten => 11,7,Hangup
; extension 12: set call status code
exten => 12,1,Answer
exten => 12,2,NoOp( "QM: Setting call status '${CALLSTATUS}' on call '${CALLID}' for agent '${AGENTCODE}' made by '${QM_LOGIN}'" )
exten => 12,3,System( echo "${EPOCH}|${CALLID}|NONE|Agent/${AGENTCODE}|CALLSTATUS|${CALLSTATUS}" >> /var/log/asterisk/queue_log )
exten => 12,4,Hangup
; extension 14 makes remote monitoring possible for OUTBOUND CALLS
exten => 14,1,Answer
exten => 14,2,NoOp( "QM_AGENT_CODE: ${QM_AGENT_CODE}" )
exten => 14,3,NoOp( "QM_EXT_MONITOR: ${QM_EXT_MONITOR}" )
exten => 14,4,NoOp( "QM_AGENT_EXT: ${QM_AGENT_EXT}" )
exten => 14,5,NoOp( "QM_LOGIN: ${QM_LOGIN}" )
exten => 14,6,ChanSpy(Local/${QM_AGENT_CODE:6}@from-internal)
exten => 14,7,Hangup
; extension 20: agent callback login
; For this to work, there must be no password on the agent.
exten => 20,1,Answer
exten => 20,2,NoOp( "QM: Logging on Agent/${AGENTCODE} to extension ${AGENT_EXT}@from-internal made by '${QM_LOGIN}'" )
exten => 20,3,AgentCallBackLogin(${AGENTCODE}||${AGENT_EXT}@from-internal)
exten => 20,4,Hangup
; extension 21: agent callback logoff
exten => 21,1,Answer
exten => 21,2,NoOp( "QM: Logging off Agent/${AGENTCODE} made by '${QM_LOGIN}'" )
exten => 21,3,System(asterisk -rx "agent logoff Agent/${AGENTCODE}")
exten => 21,4,Hangup
; extension 22: agent pause (with pause code)
exten => 22,1,Answer
exten => 22,2,NoOp( "QM: Pausing Agent/${AGENTCODE} with pause reason '${PAUSEREASON}' made by '${QM_LOGIN}' " )
exten => 22,3,PauseQueueMember(|Agent/${AGENTCODE})
exten => 22,4,System( echo "${EPOCH}|${UNIQUEID}|NONE|Agent/${AGENTCODE}|PAUSEREASON|${PAUSEREASON}" >> /var/log/asterisk/queue_log )
exten => 22,5,Hangup
; extension 23: agent unpause
exten => 23,1,Answer
exten => 23,2,NoOp( "QM: Unpausing Agent/${AGENTCODE} made by '${QM_LOGIN}' " )
exten => 23,3,UnpauseQueueMember(|Agent/${AGENTCODE})
exten => 23,4,Hangup
; extension 24: agent addqueuemember (for asterisk v1.2)
exten => 24,1,Answer
exten => 24,2,NoOp( "QM: AddQueueMember (asterisk v1.2) Agent/${AGENTCODE} on queue ${QUEUENAME} made by '${QM_LOGIN}'" )
exten => 24,3,System( echo "${EPOCH}|${UNIQUEID}|${QUEUENAME}|Local/${AGENTCODE}@from-internal|ADDMEMBER|" >> /var/log/asterisk/queue_log )
exten => 24,4,Hangup
; extension 25: agent addqueuemember (for asterisk v1.4+)
exten => 25,1,Answer
exten => 25,2,NoOp( "QM: AddQueueMember (asterisk v1.4+) Agent/${AGENTCODE} on queue ${QUEUENAME} made by '${QM_LOGIN}'" )
exten => 25,3,AddQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-internal)
exten => 25,4,Hangup
; extension 26: agent removequeuemember
exten => 26,1,Answer
exten => 26,2,NoOp( "QM: RemoveQueueMember (asterisk v1.2) Agent/${AGENTCODE} on queue ${QUEUENAME} made by '${QM_LOGIN}'" )
exten => 26,3,System( echo "${EPOCH}|${UNIQUEID}|${QUEUENAME}|Local/${AGENTCODE}@from-internal|REMOVEMEMBER|" >> /var/log/asterisk/queue_log )
exten => 26,4,Hangup
; extension 27: agent removequeuemember (for asterisk v1.4+)
exten => 27,1,Answer
exten => 27,2,NoOp( "QM: RemoveQueueMember (asterisk v1.4+) Agent/${AGENTCODE} on queue ${QUEUENAME} made by '${QM_LOGIN}'" )
exten => 27,3,RemoveQueueMember(${QUEUENAME},Local/${AGENTCODE}@from-internal)
exten => 27,4,Hangup
; extension 28: agent custom dial
exten => 28,1,Answer
exten => 28,2,NoOp( "QM: Agent Custom Dial. Dialing ${EXTTODIAL} on queue ${OUTQUEUE} made by '${QM_LOGIN}'" )
exten => 28,3,Set(QDIALER_QUEUE=${OUTQUEUE})
exten => 28,4,Set(QDIALER_NUMBER=${EXTTODIAL})
exten => 28,5,Set(QDIALER_AGENT=Agent/${AGENTCODE})
exten => 28,6,Set(QDIALER_CHANNEL=SIP/${QDIALER_NUMBER})
exten => 28,7,Set(QueueName=${QDIALER_QUEUE})
exten => 28,8,MixMonitor(Q-${QDIALER_QUEUE}-${UNIQUEID}.WAV|b|)
exten => 28,9,Goto(qm-queuedial,s,1)
exten => 28,10,Hangup
;
; ================================================================
; The following dialplan is used in order to make oubound calls
; that are tracked through QueueMetrics.
; See
http://forum.queuemetrics.com/index.php?board=12.0; ================================================================
[queuedial]
; this piece of dialplan is just a calling hook into the [qm-queuedial] context that actually does the
; outbound dialing - replace as needed - just fill in the same variables.
exten => _XXX.,1,Set(QDIALER_QUEUE=${EXTEN:3:4})
exten => _XXX.,2,Set(QDIALER_NUMBER=${EXTEN:0:3}${EXTEN:7:10})
exten => _XXX.,3,Set(QDIALER_AGENT=${CALLERID(num)})
exten => _XXX.,n,Set(QDIALER_CHANNEL=SIP/216.89.76.6/${QDIALER_NUMBER})
exten => _XXX.,n,Set(QueueName=${QDIALER_QUEUE})
exten => _XXX.,n,MixMonitor(Q-${QDIALER_QUEUE}-${UNIQUEID}.WAV|b|)
exten => _XXX.,n,Goto(qm-queuedial,s,1)
[queuedial-loggedon]
; This piece of dialplan will let only logged on agents dial out
exten => _XXX.,1,Set(QDIALER_QUEUE=q-${EXTEN:0:3})
exten => _XXX.,n,Set(QDIALER_NUMBER=${EXTEN:3})
exten => _XXX.,n,Set(QDIALER_AGENT=Agent/${AGENTBYCALLERID_${CALLERID(num)}})
exten => _XXX.,n,Set(QDIALER_CHANNEL=SIP/${QDIALER_NUMBER})
exten => _XXX.,n,Set(QueueName=${QDIALER_QUEUE})
exten => _XXX.,n,MixMonitor(Q-${QDIALER_QUEUE}-${UNIQUEID}.WAV|b|)
exten => _XXX.,n,GotoIf($[${LEN(${QDIALER_AGENT})} > 6]?qm-queuedial,s,1)
exten => _XXX.,n,NoOp,Extension ${CALLERID(num)} is not logged on as agent.
exten => _XXX.,n,Playback(agent-loggedoff)
exten => _XXX.,n,Congestion
[qm-queuedial]
; We use a global variable to pass values back from the answer-detect macro.
; STATUS = U unanswered
; = A answered (plus CAUSECOMPLETE=C when callee hung up)
; The 'g' dial parameter must be used in order to track callee disconnecting.
; Note that we'll be using the 'h' hook in any case to do the logging when channels go down.
; We set the CDR(accountcode) for live monitoring by QM.
;
exten => s,1,NoOp,Outbound call -> A:${QDIALER_AGENT} N:${QDIALER_NUMBER} Q:${QDIALER_QUEUE} Ch:${QDIALER_CHANNEL}
exten => s,n,Set(CDR(accountcode)=QDIALAGI)
exten => s,n,Set(ST=${EPOCH})
exten => s,n,Set(GM=QDV-${QDIALER_AGENT})
exten => s,n,Set(GLOBAL(${GM})=U)
exten => s,n,Set(GLOBAL(${GM}ans)=0)
exten => s,n,Macro(queuelog,${ST},${UNIQUEID},${QDIALER_QUEUE},${QDIALER_AGENT},CALLOUTBOUND,-,${QDIALER_NUMBER})
exten => s,n,Dial(${QDIALER_CHANNEL},30,gM(queuedial-answer^${UNIQUEID}^${GM}^${QDIALER_QUEUE}^${QDIALER_AGENT}^${ST}))
exten => s,n,Set(CAUSECOMPLETE=${IF($["${DIALSTATUS}" = "ANSWER"]?C)})
; Trapping call termination here
exten => h,1,NoOp( "Call exiting: status ${GLOBAL(${GM})} answered at: ${GLOBAL(${GM}ans)} DS: ${DIALSTATUS}" )
exten => h,n,Goto(case-${GLOBAL(${GM})})
exten => h,n,Hangup()
; Call unanswered
exten => h,n(case-U),Set(WT=$[${EPOCH} - ${ST}])
exten => h,n,Macro(queuelog,${EPOCH},${UNIQUEID},${QDIALER_QUEUE},${QDIALER_AGENT},ABANDON,1,1,${WT})
exten => h,n,Hangup()
; call answered: agent/callee hung
exten => h,n(case-A)i,Set(COMPLETE=${IF($["${CAUSECOMPLETE}" = "C"]?COMPLETECALLER:COMPLETEAGENT)})
exten => h,n,Set(WT=$[${GLOBAL(${GM}ans)} - ${ST}])
exten => h,n,Set(CT=$[${EPOCH} - ${GLOBAL(${GM}ans)}])
exten => h,n,Macro(queuelog,${EPOCH},${UNIQUEID},${QDIALER_QUEUE},${QDIALER_AGENT},${COMPLETE},${WT},${CT})
exten => h,n,Hangup()
[macro-queuedial-answer]
; Expecting $ARG1: uniqueid of the caller channel
; $ARG2: global variable to store the answer results
; $ARG3: queue name
; $ARG4: agent name
; $ARG5: enterqueue
;
exten => s,1,NoOp("Macro: queuedial-answer UID:${ARG1} GR:${ARG2} Q:${ARG3} A:${ARG4} E:${ARG5}")
exten => s,n,Set(NOW=${EPOCH})
exten => s,n,Set(WD=$[${NOW} - ${ARG5}])
exten => s,n,Macro(queuelog,${NOW},${ARG1},${ARG3},${ARG4},CONNECT,${WD})
exten => s,n,Set(GLOBAL(${ARG2})=A)
exten => s,n,Set(GLOBAL(${ARG2}ans)=${NOW})
exten => s,n,NoOp("Macro queuedial-answer terminating" )
[macro-queuelog]
; The advantage of using this macro is that you can choose whether to use the Shell version
; (where you have complete control of what gets written) or the Application version (where you
; do not need a shellout, so it's way faster).
;
; Expecting $ARG1: Timestamp
; $ARG2: Call-id
; $ARG3: Queue
; $ARG4: Agent
; $ARG5: Verb
; $ARG6: Param1
; $ARG7: Param2
; $ARG8: Param3
;
;exten => s,1,System( echo "${ARG1}|${ARG2}|${ARG3|${ARG4}|${ARG5}|${ARG6}|${ARG7}|${ARG8}" >> /var/log/asterisk/queue_log )
exten => s,1,QueueLog(${ARG3},${ARG2},${ARG4},${ARG5},${ARG6}|${ARG7}|${ARG8})
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Hi! I'm currently having some issues on our QM. There are time our agents cannot log off because when they tried to, it was the log on window that was prompting. There are also some case wherein they were on pause for a while then they cannot unpause. There are also cases wherein the window that prompted to our agents are the last window they used ex. they paused from QM then logoff from QM, when they try to login back it was the Pause window prompting.