Messages

1

Running QueueMetrics / Agent Logon / Logoff popup

« on: December 14, 2009, 19:27:05 »

Hello
When my agents press the Logon button, the popup only shows the "Agent's code", but it doesn't show the "Current Extension"... why does this happen?
This only happens in my agents PCs, in my PC it works fine.
I already updated the Agents PCs to the last firefox version.
Did someone experienced something like this?

Thanks
Regards
Joao Pereira

2

Running QueueMetrics / QM with 2 Asterisk servers

« on: November 30, 2009, 17:39:26 »

Hello
I have 2 asterisk servers with different queues and agents, and they both use Qloader to send data to another server where QM is running and producing reports.
But I want my agents to use QM to login/logout and pause/unpause.
So, I configured "configuration.properties" like this:

callfile.dir=tcp:dial:bingo@1.2.3.4
(where  1.2.3.4 is one of my asterisk servers)

But how can QM send data also to the other Asterisk, allowing the other agents to use QM to login/logout?
Thanks
Regards
Joao Pereira

3

Running QueueMetrics / Re: Agents pause isn't showing in the reports

« on: November 27, 2009, 01:48:37 »

Im trying to find the problem in the communication between my QM and Asterisk (version 1.4.23).

I tried to debug logging an agent through Queuemetrics interface and looking for errors in "localhost_log.2009-11-27.txt" and "catalina.out"

But I didnt found nothing that could help me.
Do you have an idea of what could be missing?

Thanks
Regards
Joao Pereira

PS: sorry for this long post

localhost_log.2009-11-27.txt -----------------------------

2009-11-27 01:29:49 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38] Inizio classe it.loway.app.queuemetrics.liveData.openAgentPopup
2009-11-27 01:29:49 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38] Fine classe it.loway.app.queuemetrics.liveData.openAgentPopup
2009-11-27 01:29:49 StandardContext[/queuemetrics]LowayTransactionController: [FD8A5E8F1AB61AA1E470BCFDA409DE38] Tempo totale esecuzione verbo 'qm_popup_agente': 5 ms
2009-11-27 01:29:54 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38] Inizio classe it.loway.app.queuemetrics.liveData.performAgentPopup
2009-11-27 01:29:54 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38] Calling subverb 'L': agentlogin
2009-11-27 01:29:54 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38]   -> Chan : 'Local/20@queuemetrics/n'
2009-11-27 01:29:54 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38]   -> Dial : '10@queuemetrics'
2009-11-27 01:29:54 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38]   -> Path : '/var/spool/asterisk/outgoing'
2009-11-27 01:29:54 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38] Fine classe it.loway.app.queuemetrics.liveData.performAgentPopup
2009-11-27 01:29:54 StandardContext[/queuemetrics]LowayTransactionController: [FD8A5E8F1AB61AA1E470BCFDA409DE38] Tempo totale esecuzione verbo 'qm_popup_agente_exec': 4 ms
2009-11-27 01:29:55 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38] Inizio classe it.loway.app.queuemetrics.liveData.changeAgentServer
2009-11-27 01:29:55 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38] Fine classe it.loway.app.queuemetrics.liveData.changeAgentServer
2009-11-27 01:29:55 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38] Inizio classe it.loway.app.queuemetrics.liveData.agentLive
2009-11-27 01:29:55 StandardContext[/queuemetrics][FD8A5E8F1AB61AA1E470BCFDA409DE38]  Modo SQL - preset: '1' - partition: 'P05042009'
2009-11-27 01:29:55 StandardContext[/queuemetrics][8353E8777C44EA624A7733C76D4D42F2] Inizio classe it.loway.app.queuemetrics.liveData.realtime
2009-11-27 01:29:55 StandardContext[/queuemetrics][8353E8777C44EA624A7733C76D4D42F2]  MEMBER AGENTS ONLY: '1'
2009-11-27 01:29:55 StandardContext[/queuemetrics][8353E8777C44EA624A7733C76D4D42F2]  Modo SQL - preset: '1' - partition: 'P05042009'
2009-11-27 01:29:55 StandardContext[/queuemetrics][8353E8777C44EA624A7733C76D4D42F2]  - fILE: sql:P05042009
2009-11-27 01:29:55 StandardContext[/queuemetrics][8353E8777C44EA624A7733C76D4D42F2]  - Data da: Fri Nov 27 00:00:00 WAT 2009 Data a: Wed Jan 01 01:01:01 WAT 2020 Fuso orario: 0 - Ignore QUEUESTARTs: false - Anomalous wait:1000s talk:2000s



catalina.out -------------------

Popup response: 'OK'
[FD8A5E8F1AB61AA1E470BCFDA409DE38] Tempo totale esecuzione verbo 'qm_popup_agente_exec': 5 ms
loadLogInfo v2 $Revision: 1.28 $ '/usr/local/queuemetrics/tomcat/temp/QueueMetrics_152089.log'
Unknown verb: '1'
[FD8A5E8F1AB61AA1E470BCFDA409DE38] Tempo totale esecuzione verbo 'qm_agente_live': 313 ms
loadLogInfo v2 $Revision: 1.28 $ '/usr/local/queuemetrics/tomcat/temp/QueueMetrics_152090.log'
[8353E8777C44EA624A7733C76D4D42F2] Tempo totale esecuzione verbo 'qm_realtime': 12 ms
loadLogInfo v2 $Revision: 1.28 $ '/usr/local/queuemetrics/tomcat/temp/QueueMetrics_152091.log'
Unknown verb: '1'
[FD8A5E8F1AB61AA1E470BCFDA409DE38] Tempo totale esecuzione verbo 'qm_agente_live': 324 ms

4

Running QueueMetrics / Re: Agents pause isn't showing in the reports

« on: November 27, 2009, 00:10:45 »

Hello

>this is likely because the tcp connection to your box is not working

thats probably it. How can I debug the Queuemetrics commands to Asterisk?
(remember my asterisk is in a different server)

>AND/OR you did not include the extensions_queuemetrics.conf file i your Asterisk >dialplan

I do have extensions_queuemetrics.conf included in my Asterisk


So, my asterisk (with qloader) is sucsessfully sending information to Queuemetrics database, because QM its creating reports.

The problem is when Agents give some comands through QMs interface (log in, log off, pause, etc)... thats the part it isnt working. How can I debug that?

Thanks
regards
Joao Pereira

5

Running QueueMetrics / Agents pause isn't showing in the reports

« on: November 25, 2009, 23:56:47 »

Hello
I want my Agents to be able to put their login in pause, when they need to be away from the PC for a while.
To do that, the agents could press the "Pause" button in their Queuemetrics web access.... but the report doesn't show that.... In the Real Time Monitoring, the agent doesn't become paused... and the final report doesn't show the "pause time".

Again... could this be a problem of using qloader?

Thanks
Joao Pereira

6

Running QueueMetrics / Re: Wallboard refresh takes 1 minute

« on: November 25, 2009, 18:53:13 »

Im using qloader, because I have Asterisk and Queuemetrics running in different machines... could this be the problem?

My agents only use X-Lite, they dont use the Queuemetrics interface.
Its the administrator who uses Queuemetrics Wallboard to see how things are going... and he notes a delay of 1 minute when Agents log in/out and anser/hangup calls.

Could this be a qloader problem?

Thanks
Regards
Joao Pereira

7

Running QueueMetrics / Re: Wallboard refresh takes 1 minute

« on: November 24, 2009, 11:53:48 »

But my agents are only using X-Lite, they are not using Queuemetrics interface.

This refresh button you are speaking is in the Call Centers where agents are using Queuemetrics interface directly?

Thanks
Joao Pereira

8

Running QueueMetrics / Re: Real Time Monitoring call duration

« on: November 24, 2009, 11:46:20 »

And the "Duration" column? Is it really just the time the client is speaking with the agent?
Thanks
Joao Pereira

9

Running QueueMetrics / Wallboard refresh takes 1 minute

« on: November 23, 2009, 21:12:22 »

Every time a call ends, the Agent state takes around 1 minute to be updated in the Wallboard and Real Time MOnitoring.
Even if I press F5 or wait 5 seconds to the automatic refresh.
How can I make this faster?
Thanks

Joao Pereira

10

Running QueueMetrics / Real Time Monitoring call duration

« on: November 23, 2009, 21:08:26 »

In Real Time Monitoring, the call duration isn't real, because the time shown is [caller waiting time] + [time speaking with agent] + [some seconds before client hangs up].
What can I do in order to see just the [time speaking with agent] in Real Time Monitoring?

Thats because my Average Call Length will be much higher than it really was.
Thanks
Regards
Joao Pereira

11

General Asterisk configuration / reports on outbound calls

« on: October 09, 2009, 16:47:36 »

My Queuemetrics is already creating nice reports from my queues.
But Im also placing outbound calls... and thesse calls dont show up in my QM... how can I get reports from my outbound calls??

Im placing calls this way:

exten => _XXXXXXX,1,Dial(SIP/${EXTEN}@gateway_IP,60,rtTo)


Do I need to forward my outbound calls to a queue?
Thanks
Regards
Joao Pereira

12

Running QueueMetrics / Re: how to logoff users in QM

« on: July 20, 2009, 12:39:48 »

Hello

Im using:
Asterisk  1.2.24
Queuemetrics 1.4.4

I have only 2 servers, one with Asterisk and other with Queuemetrics.

Sometimes my agents get stuck on the queues and they cannot logoff (It happens in the only asterisk I'm running).
How can I force them to logoff directly in the server using Queuemetrics GUI?
Thanks
Regards
Joao Pereira

13

Running QueueMetrics / how to logoff users in QM

« on: July 17, 2009, 15:00:40 »

Im using asterisk in a different server then queuemetrics.
Sometimes my agents get stuck and cant logoff.
I could do it in asterisk with "agent logoff" command, but this isnt easy for the administrators.
How can the administrators logoff agents through the Queuemetrics interface (even knowing that asterisk is in a different server)?

Thanks
regards
Joao Pereira