Running a small call-center with QueueMetrics Espresso
Contents
1. OUT Callback Extension to dial 201 The requested action has been performed It may take a few seconds to be implemented Testing your new call center nt is currently logged on queues 350 My agent 200 individual agents o ad 2 br agent My agent 200 lember Remowe Member Pause Queue URL Status 300 Termnaied 300 Terminated 300 Terminated 300 Terminated 300 Terminated 301 Terminated 200 Terminated Problem Secretary ln onder lo mantialn session informaiton this page will reload automatically The phone will ring when you pick it up the outbound number will be dialled While the call is in progress call progress is displayed as usual Entering at 0308 0308 03408 0308 03408 0306 03 06 0306 00 40 40 00 27 54 00 28 41 00 26 21 00 25 07 00 24 03 00 18 52 00 15 51 Reload now Waiting Talking 0 02 0 03 0 03 0 02 0 04 0 03 0 03 0 05 0 09 1 04 0 27 0 07 0 42 0 39 0 08 1 17 Caller ID 201 201 201 201 201 201 201 201 Call Details Add Member Agent 200 Agent is currentiy logged on queues 350 Remove Member Pause Queue URL Status OUT Calback 300 Termnated 300 Termmated 300 Termnated 300 Termnated 300 Terminated 301 Termiated 300 Termnated Secretary Signal Problem ln order io mantain session information this page will reload automatically As always the Pause and Status keys can be used as for an inbound call 32. L Testit SuUpeMisor x Agent keys Created by Last update Save Back Agent is a known member of the following queues No queues defined The Agent Dueve association can be edited fom the Queue editor At the end the agent configuration screen should look like the following one 5 i We Demo Admin Administrator ES Your Logo QueueMetrics call center monitor Home CfgUsers CfgQueves CfgAgents CfgLocations CfgOutcomes CfgPauses CtgQ Known Agents Configuration Filter Search Create New Rems found 2 Page 1 of 1 PO Agent code Description Location Term Mon IM Supervisor Key Agentii John Doe 101 Main 8 F Agenti102 Mike Boo 102 Other 12 3 F Agent200 My agent 200 a Agenti2D1 My agent 201 F Agentit My agent 202 s ems I Page loft Create New Now you should edit the queue agent association that is select which agents can work on which queues Just click on Cfg Queues choose queue 300 Agents no Demo Admin Administrator S0 amp 0 Your Logo QueueMetrics call center monitor Home CfgUsers CigQueves CfigAgents CigLocations CfgOutcomes CfgPauses Cig Qa Agents for queue 300 Agent code Description Main Wrap Spill agent 101 John Doe 101 O O O agent 102 Mike Boo 102 O O agent 200 My agent 200 a O agenvz01 My agent 201 O O agent 202 My agent 202 LI a a E Save 1 Back to queues Loway FE tare Lowey Fieseench Make sure that the following set
3. Detail of answered cal O bto 1 10 10 3 103 3080 queuemetrics qmipop Call detail Repon Details Atomic queue s considered Track QA 1236316551 8 Period start data 06 03 2009 00 15 51 201 Penod end date Handled by agemt 200 O Total calls processed D i 77 sec Waiting time 5 sec Original position 1 Disconnection cause Caller disconnected Area analysis Retum aa a A A Queue details gt Export as E e Date Caller Queue Wait Attempts Code Stints Srv 0306 201 300 0 05 iy Caller My agent 200 1 sale 1 00 15 51 O06 201 301 0 03 0 08 1 Caller My agent 200 1 1 00 16 Although there is usually only one there can be zero or more audio files linked to a given call Demo Admin Administrator gt E Your Logo QueueMetrics call center monitor By listening to the audio recording of a call you can easily implement a Quality Assessment process to review the quality of each agent s work Although this topic is not a part of the scope of this guide it is not to be overlooked and is discussed in detail in the User Manual 3 4 1 Listening to live inbound calls It is sometimes nice to be able to listen to live inbound calls as they happen while the agent is still on the line with the caller QueueMetrics makes such a task extremely easy Go to the Realtime page in QueueMetrics and wait for a call to be available when it is click on the small telephone icon and enter your
4. e You want to be able to distinguish them from casual calls made for different purpouses QueueMetrics offers a web interface that easily allows the implementation of this model you just select the campaign from a drop down list and enter the number to be dialled 3 5 2 How do I keep track of outbound agents As agents that make outbound calls are not technically speaking members of a queue as there is no such thing in Asterisk as an outbound queue we have a problem trying to understand if they are available or not in the real time reporting As a solution we suggest to create special queues in Asterisk for outbound presence these are normal inbound queues that never get any call but agents can log on and log off from them This will cause no problem with Asterisk but will make your life easier when monitoring the call center 3 5 3 How is outbound activity tracked Outbound activity is tracked just like inbound e The wait time for a call will be the call set up time e The talk time will be the conversation time e The caller id will be the called number e The calling person will be shown in the Agent field For lost outbound calls the agent field will be displayed 3 5 4 Can track inbound and outbound activity at once Yes QueueMetrics lets you track both inbound and outbound activity at once on a queue by queue basis This is very useful e g in the realtime monitoring so that on a single page you see all of yo
5. local extension Realtime call center monitoring 00 28 22 Queve s 300 3011302 Reload now Live call monitor Mozilla Fire ex Show any agent Location he http 10 10 3 103 8080 queuemetrics gm pap Queue Unk Bsy N Calls waiting On phone inbound On phone outbound al selected Live call monitor oo o o 1 0 300 li Oo Li 1 0 Export as Please enter your local or remote extension to start ongoing call monitoring Calls being proce Queue Agent code agenten Waiting Duration Agent Srv f Agent name My agent 200 we one ES 300 o 0 03 0 25 My agent 200 du gt e x Your extension Agents currently Close Agent Extension On pause Srv Last On queue The extension you requested was dialed You call should receive the call in afew seconds My agent 200 300 P Export as 2 completato In ceder to mantain session information this page will reload automatically Your phone will ring and you will be able to listen to the call in progress as it s happening 3 5 Outbound calls In order to run outbound campaigns in your call center you need to set it up so that agents have a procedure to place outgoing calls 3 5 1 Why is an outbound call different from a normal call There are two reasons why outbound call center calls are different from normal calls 12 Testing your new call center e They are made as a part of one or more ongoing campaigns and not on a one by one basis
6. following this procedure e Use a web browser and go to http myservr maint if asked for login and password use user maint password password e From the PBX drop down menu select PBX settings Module Admin on the left hand menu Check for updates online e Under System Administration click on Java SSH and select Download and Install then click the Process button at the bottom of the page e The system will ask you for confirmation go ahead and install the module e If FreePBX shows an orange label stating that changes must be applied click on it and apply them From the left hand menu select Tools e You should now find Java SSH and click on it A terminal window will open it may take a while waiting for the Java client to load 5 5 Installing QueueMetrics on a different server Installing on a different server can be a good idea if your call center has more than 20 or 30 agents and you don t want to slow down the main Asterisk box when running statistics It s very easy to do e Install QueueMetrics on the new server and install a local copy of the database 20 Appendix Il Common problems and solutions e Create a rule on the new QueueMetrics database that allows for connection to MySQL from a client that is located on the Asterisk server e Tell the gloaderd on the PBX to send data to the new server Go to the TrixBox server and edit the file etc sysconfig gloaderd It should look like the following PARTITION P0
7. in to any queue he s working on will be routed to him In this tutorial we will learn how to create both inbound queues and outgoing campaigns and the proper agent setup to handle them successfully Introducing QueueMetrics Espresso 1 3 Prerequisites To follow this guide you will need a reasonably modern Asterisk based PBX installed running FreePBX It may be your home or office PBX This tutorial has been produced for TrixBox 2 8 and its derivatives but applying it to different versions should be rather trivial You can follow this guide completely while having your PBX running so there is no need for any prolonged downtime You will need at least a couple of telephones to test your setup and a land line you can use You should be basically familiar on how to use your PBX creating extensions connecting to external lines and so on Espresso will install QueueMetrics and Qloaderd on your system by downloading them from the network so your PBX needs to be connected to the Internet during the installation 1 4 Tutorial organization This tutorial is split into two separate parts one for inbound and one for outbound For each queue campaign for both inbound and outbound we will show how to Define it in FreePBX and QueueMetrics Associate agents e Have agents use their QueueMetrics agent page e Run statistical reports and real time monitoring e Keep recordings of all calls made and play them back as needed e Liste
8. your local extension fe Your Logo id Demo Admin Administrator S 6 QueueMetrics call center monitor Home Realtime Live Broadcast B Live call monitor Mozilla Fire Realtime call cente Queues 350 Live call monitor Reload now Hide calls Hide al Please enter your local or remote extension to Queue N agents start ongoing call monitoring On phone inbound On phone outbound all selected 1 an ee nisin 0 0 1 E OUT Callback 1 IIA Ee 0 0 1 Agent extension Export as p O Your extension Calls being processed m Queue Caller Monitor now Agent Srv OUT Calback 201 My agent 200 0 gt Export as BE Agents currently logged in Agent Last logon Queue s Extension On pause Srv Last On queue call a My agent 200 03 06 00 4318 OUT Callback A OUT Callback gt Export as gt Your phone will ring and you will listen to the call as it s taking place 16 Chapter 4 Getting more information 4 1 Getting help If you are still having problems installing or running QueueMetrics on FreePBX we suggest you check out the following resources The QueueMetrics User Manual is the definitive guide to QueueMetrics It explains all the features graphs reports and configuration options at length You can read a browsable version at http queuemetrics com manuals QM_UserManual chunked The QueueMetrics FAQ at http queuemetrics com faq jsp are a collection of co
9. 01 QUEUELOG var log asterisk queue_log LOGFILE var log asterisk qloaderd log LOCKFILE var lock subsys qloaderd PIDFILE var run qloaderd pid MY SOnHOS Tl hecalnose MYSQLDB queuemetrics MYSQLUSER queuemetrics MYSQLPASS javadude Edit the variables MYSQLHOST MYSQLDB MYSQLUSER MYSQLPASS to point to the new QueueMetrics server Then isssue the command PERE Aaa qlo dieras Pat Check the log file to make sure that there are no errors and data is being uploaded correctly to the QM server You should also change the callfile dir property in order to point to the Asterisk server and on the Asterisk server itself allow Asterisk Manager AMI access from the QueueMetrics server As a last warning you should make sure that the Asterisk server and the QueueMetrics server have clocks aligned to a sub second difference otherwise the real time page may show strange information e g by displaying negative wait times In order to avoid this you should install ntod on both servers 21
10. 6 Call listening In order to listen to recorded outbound calls you simply use the same procedure you used for inbound calls e Run a report e Click on Answered e Navigate to the bottom of the page e Click on All calls e See list of all calls found e Click on magnifying glass icon e Click on the audio file 15 QueueMetrics call center monitor Unpause Dial Transfer to Active calls for agent My agent 200 Unpause Dial Transfer to Outcome sale Sale Outcome sale Sale T G Ya Va Ya Ya Ya T Va Va Va Va Va Va Va O Your Logo roc Home Answered Unans A Detail of answered Report Details Atomic queve s considered Penod start date Testing your new call center Demo Admin Administrator S Or QueueMetrics call center monitor 1236319038 92 06 03 2009 00 40 40 01 _4A7 sec O O O Period end date Total calls processed _agent 200 1 2 S60 Original position lisconnection cause Caller disconnected Area analysis Queue details P Export as E 4 Date Caller Queue Wait Duration Pos Disconnection Handled Attempts Code Stints Sv by 0306 201 OUT Callback 0002 oa O Caller My agent 200 1 1 q Ed 00 40 40 For live listening as well you simply follow the same procedure you did for inbound calls e Go to the Realtime report e Wait for a call to be available e When it is click on the small telephone icon e Enter
11. Hangup from the realtime page are not supported with Asterisk 1 4 20 A 4 PBX in a Flash OK Please note that Tomcat is very slow to start up and shutdown Transfer and Hangup call from the realtime page are not supported with Asterisk 1 4 A 5 FreePBX Distro A 6 Thirdlane Thirdlane is a bit different from FreePBX based systems It still can be configured through Espresso but a few things are different The first is that Thirdlane has the concept of TENANTS that is everything you do is linked to a tenant For example if you create SIP extension 200 it will actually be called SIP 200 t1 where t1 is your tenant code A single tenant instance of Thirdlane will use a defaut tenant called thirdlane So in order to make QM work you need to follow the rules below 18 Supported PBXs Tenant codes should be all lowercase Uppercase ones might not work e When you log in an agent through an extension the extension should be entered as 200 t1 not just 200 e All queues are called queuename tenant So queues sales t1 and sales t3 are two distinct queues used by two distinct tenants In order to enable inbound and outbound chanspy from the real time page you should define a tenant code for each agent you will enter this in the CURRENT TERMINAL field for the agent So if Agent 101 works for tenant t3 you should enter t3 in the Current Terminal field for Agent 101 Thirdlane 2 2 ST OK OK Transf
12. Running a small call center with QueueMetrics Espresso Loway Running a small call center with QueueMetrics Espresso Loway Table of Contents e INTRODUCING QueteMeties Espress ias tiro dni odias 1 1 1 Turning your PBX Nto a callcenter SOLON sisi isa di 1 12 CallsCenters 101 the Very DaSiCS ein ara a 1 10 ES requisito ala 2 AAs Tio nal Oda niza OM al A ais 2 22 MS lino E SDE SSO lisa lical Ot o o RE A awed 3 2 1 INStalihda conse KEY a EA Rok oe eure seed LAO bib 3 2 2 Updating QueueMetnies Under ESPOSO ita ES 4 Ox Tesino VOUr MCW call COSLADA AS A O NEO 5 Sl GONIQUIS Me PBX ate aaa cia oa co do io s 5 32 COnMGUMNG QUEUE MESS q adas 6 3 3 AUNMING QUEUCMEINCS gt an INIFOCUGHION en Os ue hdaaecauain A a OE skeava bali N a ai 11 SA Stent calls rca a A A EOE hone 11 To OUIDOUNG Calls atan sra no aldo ia 12 A A A A ededins Sone A T 15 A GCNG More IIMONIMALON rai Sold see nee ld a aid 17 E A O Cah hcp seca euvinns caged aun ewan eeac Laue Rakes reece sd a aanae ae saeans 17 Pi SUDDOM CONE BAS 505 ania Cantatas dara Tekan bn a a 18 LS A A O 18 Pee TIBOR tt tdo dae 18 Pid PSICHSKINOVY sl nl ir lanas De nl Eo 18 Puen IN SN O O e ad E A 18 AO Froe PBA DISTO iras io ad a a o dio ade aa 18 ALO TATIANA ad abad 18 Ate Nhat iy RBA IS NOL ON Me ST r o ad ss do ea 19 5 Appendix l gt Common problems and SolUtIOAS 0 Lita A Ai 20 dl Avoiding duetus log MS rota Oia A NA AS 20 5 2 1Opping and Starling QueueNWIGiiCS asa a a bel 20 50
13. Setting Queue Metrics memo MINUS aa A id 20 5 4 Installing the Soll Java client in TADO E naka den tse end aia aon 6 cabanas AEA ese euens daa See 20 5 5 Installing QueueMetrics on a different Server 0 cece ene needed rr 20 Chapter 1 Introducing QueueMetrics Espresso QueueMetrics Espresso is a way to install a fully configured QueueMetrics automatically on the most common Asterisk PBXs that use FreePBX or a derivative as their Asterisk configuration GUI QueueMetrics Espresso natively works on the following PBXs e Elastix e TrixBox e AsteriskNOW e PBX in a Flash e FreePBX You obtain a completely configured system that supports inbound and outbound calling linking to call recordings call barging the Agent s GUI with logins logoffs pauses call completion statuses and many other fetures 1 1 Turning your PBX into a call center solution You probably already know that using one of the above mentioned Asterisk distributions you can install a fully featured Asterisk based PBX in a matter of minutes This PBX is very good for most users as it is preconfigured to handle the most common scenarios one can find in a personal environment or in a small to medium sized office However the common usage patterns of a small call center are quite different from the ones you are likely to find in a typical PBX because e Agents spend almost their whole working day being available to answer the phone as opposed to standard PBX us
14. all center and you surely want to keep that data in a safe place for cross period analysis Although QueueMetrics keeps its own copy of that data set in its own database and will automatically detect file rotations if the call center process is critical to you we advise to keep a backup of those files just in case 5 2 Stopping and starting QueueMetrics You can stop and restart the QueueMetrics application by issuing the commands ete Aguile Sch ee tenerlos Sizes PSSS nata a O trios est amet Sue ME a que tenernos Ss You can also stop and start Qloaderd using the same syntax Meme MAING cel opke oer oie ee FETO Oy G Eo aer aE E SE Aa S Eo der o e CEE 5 3 Setting QueueMetrics memory limits QueueMetrics is a complex application and it is designed to be used by multiple parallel users This means that if you have a large data set and many users running queries on it it is possible that you start getting Out of memory errors To fine tune the amount of memory used by your system you can edit the file etc init d queuemetrics and modify the option JAVEDOBTS AMS UAM ZO MiS The Xms parameter is the amount of memory that Java uses on startup for its object heap and the Xmx is its maximum allowed size For best speed keep both to the same value unless you have experience in tuning Java memory requirements 5 4 Installing the SSH Java client in Trixbox If you do not have an SSH client available you can install one in TrixBox by
15. des Queue Name Support EN 302 Helpdesk General Settings Queue Password Trans Wait Time Prefix No m Inbound Call Control E E 3tatic Agents Inbound Routes Zap Channel DDS Announcements Blacklist CalleriD Lookup Sources Extension Quick Pick pick extension Daylight Control Follow Me Queue Options Queues Ping Groups Agent Announcement None Likewise create queues 301 and 302 in turn 3 1 2 Create extensions If you have not already done so for the purpouse of this tutorial you should create three SIP extensions and associate them to three physical or software phones They should be named 400 401 and 402 Server Ome 00 08 05 T r IX D YX m Admin mode switch The Open Platform for Business Telephony System Status Packages PEX System Settings Help P Admin Reports Panel Recordings Help F Apply Configuration Changes Add SIP Extension Em E ia ai Add Extension naaa Add Extension Basic Agent 200 lt 200 gt Fealure Codes User Extension 201 General Settings Display Name Agent 201 Outbound Routes CID Num Alias Trunks SIP Alias Administrators Extension Options Inbound Roues Zap Channel DIDs Announcements Outbound CID Blacklist Ring Time Default CalleriD Lookup Sources Call Waiting Enable DayNight Control Call Screening Disable Y Follow Me Emergency CID NA Queues Assigned DID CID Ring Groups i Once this is done apply configuration changes and t
16. er from the realtime page is not supported A 7 What if my PBX is not on the list If your version of the PBX is not listed on the tables above and installation fails QueueMetrics will be configured with a link to a help page on the QueueMetrics website This way one of our technicians will get in touch with you and will help you installing a working version of QueueMetrics for your system On the help page we will ask you for the exact model and version of the PBX used so that if that is possible we will include it in the next release of Espresso Once the new version is released you can re apply it on your system by issuing the command yum update queuemetrics espresso And wait for its completion This will install a working system overwriting the current configuration If you want to remove the link on the QueueMetrics login page pointing to our help page you can do that by editing the i property called Layout splash in the file configuration propert lies that is installed under usr local queuemetrics qm current WEB INF 19 Chapter 5 Appendix Il Common problems and solutions 5 1 Avoiding queue_log file rotation On most Asterisk PBXs the queue_log file is rotated daily or weekly along with the other Asterisk logs found in var log asterisk The queue_log file contains essential information on how the call center is working It is used by QueueMetrics to report on the status and the actual work being performed in your c
17. ers who use the phone occasionally while doing other work handling and answering calls for them has to be made as easy as possible e A call center is usually a high density commercial enterprise therefore it has to be run and monitored using tools that offer immediate visibility on how things are going and that can quickly identify and address bottlenecks In our opinion running a successful call center is more a state of mind than a given set of telephone equipment What makes a difference is not the number of extensions queues or agents you may have it is a mindset where you consider that the customers calling in are very important and you do your best to serve them well within given budget limits Maybe you just run a small computer repair shop and have a couple of lines coming in What is the cost of having people waiting or calling various times because they cannot talk to anybody within a reasonable time What will your clients think about you On the contrary what will your clients think of your Customer Service Department if it always answers after the very first ring And how do you know if your technicians actually answer the phone when the calls come in or wait five minutes because they are doing other things These are the questions you should ask If you follow the guidelines in this document you ll find an easy way to start answering questions like these Running a call center therefore is not a matter of having multiple PRIs or s
18. ersion of QueueMetrics is released and you want to upgrade to it you can do so from the command line by issuing the following command yum update queuemetrics Note that we update the package queuemetrics not queuemetrics espresso The license keys configuration files and everything else are automatically retained On the first run you may be asked to let QueueMetrics update its database the process will be done automatically through a web based wizard When you update from one version to a newer one QueueMetrics takes a few moments to optimize the database so that queries can run faster on it If your database is very large this may take a while to run Chapter 3 Testing your new call center 3 1 Configure the PBX Point your browser to your PBX server you should see a welcome screen When using TrixBox e Click on User mode switch Enter user maint and password password as credentials e Click on PBX PBX settings You should see the FreePBX welcome screen Server Ome 23 57 44 trixbex _ in Platform for Business Telephony System Status Packages PBX System Settings Help Admi Repons Panel Recordings Help system Status English System Status Notices System Statistics Module Admin d Default SUL Password Used Processor o ORAL d Detault Astensk Manager Password Used Load Average O77 Ereman No email address for online update checks ru 2 Peal Cotes 50 New modules are available 9 Memo
19. gents over time As a real time monitor QueueMetrics displays what is going on in real time just select an entry from the queues list and click on Real time monitoring As a wallboard it runs a special screen meant to be used with a large screen or video projector it can be set up sto be used from a stand alone Linux box As an Agent s interface it will provide your agents with a set of functions that will help them integrate with external CRM apps and perform their tasks more efficiently It also includes a specialized Firefox app called AGAW that acts as a real time overview of the general situation for agents As a data source QueueMetrics will interact with external programs using a standard XML RPC interface and provide them with high quality data for further processing We suggest that you have a look at the QueueMetrics User Manual to make the most out of the wealth of information that QM can provide 3 4 Listening to calls The system is configured to record all calls in WAV49 format a derivative of GSM that is natively playable on Windows machines Therefore from QueueMetrics you simply run a report and then click on Answered navigate to the bottom of the page All calls see list of all calls found click on the magnifying glass icon click on the audio file 11 Testing your new call center SS ds Home Answe Unans Area Att Distib Agents Outcomes All 3 Call Detail Mozilla Firefox fe IBI
20. is IL Create New Notice that Agents column shows the number of agents defined as 2 0 0 that is to say 2 agents as Main Level 0 as Wrap 0 as Spill 3 2 3 Create users The configuration so far is enough for running reports This gets to be a problem if the number of queues and agents is higher than it is in this example you can never tell if all agents are logged on to their correct queues and your agents often cannot either QueueMetrics helps you in this by offering the so called Agent s page which is a specialized page from which agents can log on log off pause see calls processed and also do other activities Testing your new call center In order to enable this you have to create a logon for each agent that perfectly matches the agent code you used in the agent definition so e g for extension 200 you would use Agent 200 Go to Home page Edit QueueMetrics settings Administer users Create a new user e Login Agent 200 e Password You choose e Real name The person s name Enabled Yes Class AGENTS Make sure that the class is set to AGENTS and not e g ADMIN or they will logon as administrators T Demo Admin Administrator gt Of amp QueueMetrics call center monitor 2 Home CigUsers Cig Queues Cfo Agents Cig Locations Cig Outcomes Cig Pauses Cig GA User Detail User ld Login Agent 200 Password 999 Real name My agent 200 Enabled Yes w E mail Masterkey No v Clas
21. mber Remove Member Pause Unpause Entering at Waiting Talking CallerID Queue URL Status Transferto Outcome Call Details Signal Problem Secretary order io mantain session information this page will reload automatically in Loway Lowey Fiesearch From this page To log in to a queue click on the Add Member button select your queue enter your local extension and confirm To log off of all queues click on Remove Member and select All selected again you will be logged off in a few seconds An agent can pause and record his her pause status as one of the predefined pause codes e g Lunch Optional break etc When taking a call the agent will be able to mark a Call status code for that call e g to mark the call as a Sale You can also associate the four bottom buttons to a set of functions that can either be URLs to open or pieces of the Asterisk dialplan to launch 3 3 Running QueueMetrics an introduction You can run QueueMetrics in many different modes As an analytical package that allows you to see who did what in your call center how many calls were processed the response times agent sessions etc lt produces over 150 different stats and it s fully documented in its user manual that can be downloaded from http queuemetrics com manual_list jsp you can also browse it online from the same location As a Quality Assessment package QueueMetrics lets you gather and analyze statistics on the behaviour of your a
22. mmon solved problems that many people experienced with QueueMetrics If you are struck by an error message this is the first place to look at The QueueMetrics forums at http forum queuemetrics com will help you in pinpointing your problems and getting community support They will also be helpful in seeing what other people are doing with QueueMetrics AstRecipes is a wiki collecting Asterisk recipes aimed mostly at call center users see http astrecipes net You may want to contact Loway if your problems are still unsolved see http queuemetrics com contact jsp for all relevant contact information 17 Appendix A Supported PBXs A 1 Elastix The following versions of Elastix have been tested with Espresso 22 OK Hotdesking Asterisk 1 8 automated installation 2 3 0 beta2 OK Hotdesking Asterisk 1 8 automated installation A 2 TrixBox TrixBox A O 2 6 X X OK Transfer and Call Hangup from the realtime page are not supported BR OK A 3 AsteriskNOW The queue_log file is not automatically rotated daily or weekly by the standard AsteriskNOW distribution Please note that the queue module has to be installed before installing QueueMetrics with espresso otherwise the qloaderd should be restarted manually after the queue module installation AsteriskNOW is a registered trademark of Digium Inc OK Transfer and Call Hangup from the realtime page are not supported with Asterisk 1 4 OK Transfer and Call
23. n to live calls as they are happening In our scenario we have a fictious set of queues and agents that work on them They are defined as it 300 Support EN 200 and 201 400 and 401 301 Support ES 200 400 302 Helpdesk 201 401 350 Callback Outbound 200 201 and 202 400 401 402 Each agent is defined by his her agent code as you can see extension codes are now separate and linked to the physical extension being used You can have agents log on from different extensions and still be able to accurately track their activities Chapter 2 Installing Espresso QueueMetrics is a fully fledged call center monitoring solution see http queuemetrics com It is an industry standard commercial product that is available free of charge to smaller call centers home users and SOHOs and is used in a large number of call centers worldwide including installations with hundreds of agents online at the same time Espresso will download QueueMetrics and its components and will install them on your PBX by using the yum package manager Logging into the PBX If you have an SSH client or can access the system console i e the attached keyboard a if any log in as user root with password password you entered the password during fi nor ou should anseali ne eras Ss Helen seo Common preplems wane solmetems at t Installing using Espresso Installation using Espresso is really quick and simple First log on to your PBX through its shell yo
24. o you can see all activity at a glance or better you can create a new 00 All Inbound to track all inbound activity separately See also Can I track inbound and outbound activity at once 3 5 6 Placing calls In order for an agent to place a call he she must logon as an agent and go to the Agent s page Log onto queue OUT Callback using the Add member button S My agent 200 Individual agents PS Your Logo QueueMetrics call center monitor Apent activities Mozilla Firefox TBR pr agent My agent 200 Agent add member esis EEE wl Agent s code 200 Member Remove Member Pause Unpause Agent s queues OUT Callback Entering at Queue URL Status Transfer to Outcome 03 06 00 27 54 300 Terminated 03 06 00 26 41 300 Terminated A 03 06 00 26 21 300 Terminated A 03 06 00 25 07 300 a Terminated A 03 06 00 24 03 300 Terminated A 03 06 00 18 52 301 Terminated A 03 06 00 15 51 300 Terminated sale Sale A all Problem Secretary In cede bo mantain sasian information thie page will reload auviomatically When logged on click on Dial Enter your current extension select the campaign and enter the number to be dialled 14 O Your Logo Agent activities Mozilla Firefox E JE Entering at 03 06 00 27 54 0306 00 36 41 03 06 00 36 21 03 06 00 25 07 03406 00 24 03 0305 00 16 32 0406 00 13 51 Agent s queues Dial a number
25. pecial hardware In most cases you will not even need a separate box from your main PBX running Asterisk You will only need some software and a bit of configuration to set it up correctly 1 2 Call centers 101 the very basics Before we start building a small call center we have to focus a bit on the terminology e A campaign is a set of calls that belong to the same scope e g your technical support versus commercial support lines are different campaigns though they may be staffed by the same agents e An inbound campaign is devoted to answering people calling in while an outbound campaign is made up by agents dialing out Call centers often mix inbound and outbound activities in order to optimize the use of available personnel e A queue is the physical implementation of an inbound campaign The queue receives calls and routes them to the available agents according to a predefined logic usually FIFO for the calls and round robin for the agents In call center terminology this functionality is often referred to as the ACD Automated Call Distribution e An agent is a person working at a call center The agent is different from a casual user as an agent logs in and out in order to tell the system when he is available or not In this way the ACD searching logic minimizes agent searching time as it hardly ever has to ring up an unavailable agent An agent can be working on one or more queues whenever he is available all calls coming
26. ry General Settings how all AE gt ory ye Outbound Routes Swap 0 Limo E _ Statistics Disks Administrators Total active calls O O 33 a Internal calls 0 Mb 10 External calls 0 jevi 04 meto Total active channels 0 e ii y i Announcements Networks BSR Connections eth receive 0 43 KBis ethO transmit 1 91 KBs CallenD Lookup Sources Day Night Control Uptime Follow Me Server Status WA System Uptime 3 hours 56 minutes Asterisk a Queves Asterisk Uptime 3 hours 55 minutes Op Panel 0 Ring Groups Last Reload 0 minutes MySQL CWE When using AsteriskNOW e Select FreePBX Administration Enter admin and admin as credentials You should see the FreePBX system status screen 3 1 1 Create inbound queues Click on Queues and create a new one with the following parameters e Queue number 300 e Queue name Support EN e Ring strategy rrmemory e Call recording wav49 Leave all other settings blank Click on Apply configuration changes Continue with reload You should see a result like the following one Testing your new call center Server Ome 00 05 16 T r xD YX LE Admin mode switch The Open Platform for Business Telephony System Status Packages PEX System Settings Help 2 Admin Repors Panel Recordings Help F Apply Configuration Changes ees OLELE 300 ES Delete Queue System Status Add Queue Module Admin E dit Queue 300 31 rt EN Basic A A A SU Uppa Extensions 301 Support ES Feature Co
27. ry placing some test calls to make sure that all phones are working The picture above reports extensions 200 and 201 You need to generate extensions 200 201 and 202 only if you don t want to enable hotdesking In this case we assume that agents with code 200 will answer calls from the extension 200 and so on To explain how the hotdesking funcionality could be implemented you need to define the extensions 400 401 and 402 instead of the 200 and 201 3 2 Configuring QueueMetrics We now have to configure QueueMetrics to use the newly defined queues and agents Testing your new call center Go to http 10 10 3 123 8080 queuemetrics and login as demoadmin with password demo 3 2 1 Import queue definitions From the home page click on Edit QueueMetrics settings Setup wizard The Setup wizard is present only if you re logged with a user holding the CONFIG key If you are migrating from a QueueMetrics version older than 1 5 2 you need to add this key to your account Demo Admin Administrator gt F A O Your Logo QueueMetrics call center monitor Porn 1 i Source gt Agents gt Users gt Queues gt Summary gt Ready This wizard will import agent users and queue data from the existing Asterisk configuration Please select the source data location you want to use File E Agents conf ebe asterisk agents conf Queues conf feto asterisk queues conf Users conf optional ete asterisk user
28. s AGENTS we User keys Mumber of logons Last logon Comment Token Create entries for extensions 201 and 202 as well At the end the user list should look like the following picture call center monitor T Demo Admin Administrator 0 a a Your Logo QueueMetrics Home CfgUsers Cig Queues Cfo Agents Cig Locations Cig Outcomes Cig Pauses Cig Q System Users Filter Search Create New Show Classes Login Real name Enabled Class User keys Agent 101 John Dos Yes AGENTS F Agenti102 Mike Boo Yes AGENTS F Agent 200 My agent 200 Yes AGENTS F Agenti201 My agent 201 Yes AGENTS F Agenbeo2 My agent 202 Tes AGENTS F demaadmin Demo Admin ves ADMIN F demosupervisor Super Visor No SUPERVISORS rd demouser Demo User ves USERS demoviskor Wisi Tor Mo VISITORS Pd robot Ro Bot Ho ROBOTS rd Fe J Create New Show Classes 10 Testing your new call center While you are in the user configuration screen take a second to change the password for user demoadmin and the other O default users using default passwords in a production environment is unwise To check if your changes have been successful try logging off and logging in again with the credentials for Agent 200 you should see a screen that looks like the following My agent 200 Individual agents gt 0 F G Your Logo QueueMetrics call center monitor Active calls for agent My agent 200 Agent 200 Agent status cannot be determined Reload now Add Me
29. s conf Queue log var log asterisk queue_log Next gt Loway Follow the wizard until complete i Demo Admin Administrator F E Your Logo QueueMetrics call center monitor prtttet i i Source gt Agents gt Users gt Queues gt Summary gt Ready Below is the list of completed operations and their result status Click on Next button to go back to main QueveMetrics page Id Full name Type Server Operation type Operation result a0 Queue Add Ok Hz Queue Add Ok a1 Queue Aca Ok Next gt Loway retre Are h At this point queues 300 301 and 302 have been created 3 2 2 Create agents We now have to tell QueueMetrics on which queues our agents will be working Edit QueueMetrics settings Edit agents Create a new agent setting the following parameters e Asterisk agent code Agent 200 Agent description My Agent 200 e Current terminal Leave all other parameters blank Note that the agent code must be Agent extension number without spaces or other characters Testing your new call center r Miss Demo Admin Administrator 0 gt 0 Your Logo QueueMetrics call center monitor ras aa I I 1 Home Cfg Users Cig Queues Cig Agents Cfo Locations Cig Outcomes Cig Pauses Cig Q Agent Detail Asterisk agent code Agent 200 Agent description My agent 200 Agent location E VNC monitoring URL L Test it Current terminal ASN Instant messenger address
30. t with your own production system That s why we five a 30 day free evalutation key that you can use freely Just fill in the following form to request a free evalutation key Mandatory information First Name Surname Company Address Town Country Telephone no E mail address Retype e mail address Optional information Installing Espresso Once you receive the license key by email you can install it simply by logging on to QueueMetrics as demoadmin selecting the License page and clicking on Install new license key Demo Admin Administrator UA E QueueMetrics call center monitor paa a Licence information Software release Loway QueueMetrics 1 7 1 0 B 3550 2011 05 26 09 36 Firefox client version 0 2 2 Install now Licenced to Demo 1 7 1 0 Install new license key Maximum licenced agents 2 5 1 Licence expires on 2072 05 24 Show end user licence agreement o Install a new QueueMetries key x Ja Copy and paste your new activation code here l Run 5 s A Language pack W 2011 05 18 12 17 System time Java Time 2011 05 27 12 19 56 laa Tima Tana Errar Dee Copy the activation code you received by email into the license box and press Run The system will restart in a few seconds you may see a blank page if you do just try to reload Log off an on again On the License page you should see the new key 2 2 Updating QueueMetrics under Espresso If a new v
31. tings are implemented Testing your new call center e Queue 300 Agent 200 and Agent 201 e Queue 301 Agent 200 e Queue 302 Agent 201 At this stage you should also edit the 00 All queue so that you can see all your inbound activity at a glance Set e Queue s to 300 301 302 this means all of those queues at once e Main agents as Agent 200 and Agent 201 E Demo Admin Administrator gt Of B Your Logo QueueMetrics call center monitor Homea Cig Users CfgQueves Cig Agents Cig Locations Cig Outcomes Cig Pauses Cig Q Queue Detail Queue alias oo All Queue s 300 301 302 Wrap up time sec o Announcement sec o Visibility key Call flow Inbound calls v Shown on front page Yes w Chat group Main agents agent 200 agent 201 Wrap agents Spill agents Attention levels Yellow alarm Red alarm Number of calls in queue gt 1 gt 5 If everything has been done correctly the queue configuration page should look like this Demo Admin Administrator gt 0 F B tour Logo QueueMetrics call center monitor po Home Cig Users CfgQueues Cfo Agents Cig Locations Cig Outcomes Cig Pauses Cig Q Queues Configuration Filter Search Create New Alias Queues s Wrap Ann Key FPF Agents 00 Al 300 301 302 Os Os 2 0 0 F E 300 300 Os Os 2 0 0 F E 301 301 Os Os 1 0 0 F 302 302 Os Os 1 0 0 F i DPS queue dps Os 0s 2 0 0 a MN Q Test queue test Ds Os 2 0 0 FO 7 c
32. u must use a root account as you will be installing new software on the system Issue the following commands wget P ete yum repos da bhip yum loway eh loway repo yum install queuemetrics espresso The yum command will download QueueMetrics and all of its dependencies and install them on your system This may take a while depending on your internet connection speed When asked to confirm the installation type y to proceed When the installation is complete you will have to point your browser to the address htip myserver 8080 queuemetrics and you should see the QueueMetrics home page you will be asked to accept the EULA first Log in as demoadmin with password demo if you don t see any errors then your system is correctly configured Check in Appendix for specific information about your PBX e g how to log on or special issues you should address 2 1 Installing a license key QueueMetrics ships with a default free license that allows usage of up to 2 agents at once this may or may not be enough for you to run a complete test of the product We suggest you ask Loway for a free unlimited agents demo key by filling in the form located at gt 0 D 4 O web queuemetrics com sendDemolicence sp Ed 489 gt Cerca con Google QueueMetrics call center monitor HOME QUEVEMETRICS SUPPORT We believe that the best way to get a hold of what QueueMetrics is and how useful itis for you is to try i
33. ur agents and their current activities or in the reports to see the total talk time or number of calls related to an agent This can be misleading when running reports because the wait times and lost call ratio of a mixed inbound outbound queue are meaningless this is because you do control wait times when receiving inbound calls but you cannot do the same when calling outside callees will answer if and when they please So be careful when doing this 3 5 5 Changes to the QueueMetrics configuration Log in to QueueMetrics and go to Edit queues Create a new queue with the following parameters e Queue alias OUT Callback e Queue s 350 e Call flow Outbound calls e Main agents Agent 200 Agent 201 Agent 202 Leave other fields blank 13 Testing your new call center call center monitor Beers Demo Admin Adminstrator 0 rd da Your Logo QueueMetrics Home Cig Users Cig Queues Cfo Agents Cig Locations Cfo Outcomes Cig Pauses Cig GA Queue Detail Queue alias OUT Callback Queue s 350 Wrap up time sec o Announcement sec o Visibility key Call flow Outbound calls Shown on front page Yes kd Chat group Main agents agent 200 agent 201 agent 202 Wrap agents Spill agents Attention levels Yellow alarm Red alarm Number of calls in queue Number of agents on call Number of agents waiting Save and go back to the main page You may want to add this queue to the 00 All entries s
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