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1. You will see that a queue is highly configurable but for the moment we make ourselves content of entering the following data e Queue number 200 e Queue name Support e Static agents A300 and A301 each on a line by itself This means that Agent 300 and Agent 301 will be referenced right from the agents conf file we just edited File QM_TrixBox_200 doc Version 26 07 07 Loway Page 12 of 25 research e Ring strategy rrmemory This is the basic call center setup where the ACD system tries one agent after the other until someone answers When you are done click on the Submit changes button the red line and have FreePBX update the system Creating log on point for your agents You can have your agents log in that is telling Asterisk they are ready to take calls either by calling a specified extension or by using QueueMetrics own Agent Login page You can even configure both and use them alternatively Logging on from an extension To create an extension for your agents to log on go to the extensions editor like you did for creating the agents and add the following line extensions_custom conf Jetc asterisk Avar wwwihtmli panel Jetc itftpboot Re Read Configs extensions_custom cont Header Edit extensions_custom conf from internal custom This file contains example extensions_custom conf entries extensions custom conf should be used to include customizations to AMP s Asterisk dia2. we will assume the following scenario during the rest of this tutorial e You have a few SIP telephones configured in the range 100 110 e You have one inbound queue as extension 200 called Support e You have two agents that can work on this queue when they are logged on and their logon codes are 300 for Alice and 301 for Bob Those codes need not be different from the numbers used for extensions but we will assume so We will set up agents so that they can be used to login from either TrixBox by calling a special extension or right through QueueMetrics Creating agents The creation of agents is the only thing that cannot be fully automated through the current version of FreePBX on the other side this is very easy and is done only occasionally while the association of agents to one or more queues can then be done through the GUI From the TrixBox main page you select Asterisk gt Config edit as shown What is trixbox trixbox is the world s most popula enables even the novice user to and more trixbox can be configuy T1 s for a million minute a month Getting Started trixbox is a distribution of a number of other applications and custom utilities same nartion nf vaurtrivhoy deninvment i abit ai i After this you select the file Agents conf and edit it as shown in the following page File QM_TrixBox_200 doc Version 26 07 07 Loway research Page 9 of 25 agents conf Jetci
3. Export as Calls being processed Queue Caller Entered Waiting Duration Agent Srv 200 101 18 36 11 012 0 04 Bob Export as Agents currently logged in Agent Last logon Extension On pause Sv Last On queue call Bob 07 26 18 35 55 101 2 200 Export as er to mantain session information this page will reload automatically ordi Loway research Loway Research File QM_TrixBox_200 doc Version 26 07 07 Loway Page 20 of 25 research If you then click on the Live tab you will see a real time report computed directly from querying the Asterisk manager interface as opposed to computing it from the recorded queue events pearse Home Realtime l Live Live call center monitoring 18 36 55 Queue s 200 Reload now Server Queue Tot Free Pause Talking Other q Logoff Length Max wait trix 200 1 0 it 0 1 1 0 0 00 Export as Calls being processed Server Queue CalledID Wait Talk Q Pos Agent Entered Status bExport as Agents currently logged in Serer Agent Status Logon Queues trix Bob Call 18 35 55 200 Export as Server status Server Status Time ms trix OK 228 bExport as S In order to mantain session information this page will reload automatically Using the agent s page If you previously enabled agents for log on by setting a password you can have them log in by entering agen
4. File QM_TrixBox_200 doc Version 26 07 07 Loway Page 19 of 25 research e The Detail button on the bottom of the Unanswered page gives a call by call detail of lost calls e The Distrib tab gives a daily hourly and day of week breakdown of taken and lost calls e The Agents tab gives detail of agent sessions and calls handled during those sessions e The Detail button on the bottom of the Agents page gives a session by session detail of agent activity e The All tab is a convenient way to have all the stats on a single page so that it can be saved or printed for future reference Running live monitoring A supervisor can easily run live monitoring in order to see in real time what is going on with the call center To do this click on the Home folder then select the queue you are interested in and click on Start real time monitoring You will see the current call center situation of each and every queue agents available and unavailable calls being taken and waiting on the queue with a screenshot similar to the following picture Home Realtime Live Realtime call center monitoring 18 36 27 Queuefs 200 Reload now Hide calls Hide agents Show active queues Show members only Location f z Queue N agents Ready agents On pause Unk Bsy N Calls waiting On phone inbound On phone outbound All selected 14 0 0 0 0 0 1 0 200 0 o o 1 o 0 1 o
5. Version 26 07 07 Loway Page 6 of 25 research When you are logged in type the following commands wget P etc yum repos d http yum loway ch loway repo yum install queuemetrics The yum command will download QueueMetrics and all of its dependences and install it on your system This may take a while depending on your internet connection 6699 speed When asked to confirm the installation type y to confirm After the installation is done you have to install the sample MySQL database that will be used to initialize the system by executing the following commands cd usr local queuemetrics webapps queuemetrics 1 3 3 WEB _ INF README _ installDb sh Note that the exact directory to use will depend on the QueueMetrics version being installed and is displayed on the last page of output that yum produces Follow the on screen instructions it is a matter of typing in a couple of passwords as detailed by the installDb utility itself and the database will be created For your convenience the default MySQL password for TB is passwOrd yes that s a zero To test that everything is okay you ll have to point your browser to the address http myserver 8080 queuemetrics and you should see a screen like the following one Loway QueueMetrics version 1 1 1 Mozilla Firefox a BR File Edit Yiew Go Bookmarks Tools Help s ca Your Logo QueueMetrics User logon Login Passwo
6. can be found with the QueueMetrics distribution under the WEB INF mysgql utils directory We recommend running MySQL storage if your server has over 20 agents on it For more information see the QueueMetrics User Manual and the gloaderd help files File QM_TrixBox_200 doc Version 26 07 07 Loway Page 25 of 25 research Getting help If you still are having problems installing or running QueueMetrics on TB AAH we suggest you check out the following resources e The QueueMetrics FAQ at http queuemetrics com faq jsp are a collection of common solved problems that many people experienced with QueueMetrics If you are struck by an error message this is the first place to look at e 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 e AstRecipes is a wiki collecting Asterisk recipes aimed mostly at call center users see http astrecipes net e You may want to contact Loway if your problems are still unsolved see http queuemetrics com contact jsp for all relevant contact information File QM_TrixBox_200 doc Version 26 07 07
7. tc init d queuemetrics start tc init d queuemetrics restart Setting QueueMetrics memory limits QueueMetrics is a complex application and it is made 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 JAVA_OPTS Xms128M Xmx128M 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 Using MySQL storage It is possible to set up QueueMetrics in order to read queue event data right from a MySQL database instead of parsing the queue_log file This leads to a set of advantages e Faster access times for large call centers with many queues or large data sets e You can run QueueMetrics on a different machine from the one that is running Asterisk e You can monitor multiple Asterisk instances at once as if they were a large clustered single logical Asterisk instance File QM_TrixBox_200 doc Version 26 07 07 Loway Page 24 of 25 research In order to do this a script called gloaderd must be installed to upload data from each Asterisk server to the central database Qloaderd
8. EENE ai 18 Running live monitoring ssseesseesssesssserrreressssssssrrrrresssssssrrrrersssssssrrrrenessssseesrrreeees 19 Using the agent s page cssssssccccccccccccssssececcccceeeseeussseecececcessseeaasseeeeccceesssaaeaseeeeeees 20 Common problems and SOlUtIONS is ccsissicsiccadicciavstsessessdacsiecatecesasedecatevedasesecadessestatecabenesases 22 Avoiding queue_log file rotation spacoinsssasxcersnnsccrgaeonsasseisntenonarncenneivneiesonmennmnegarncniane 22 Disabling log rotation esseessseeeeenssssssseeetrrrssssssssrrrrrrsssssssserrersssssssserrrrersesssseeeree 22 What if my queue_log has already been rotated ccccccccssssseseeeececceeeeeeeeeeeeeeeeees 22 Stopping and starting Quswe MEtIiCs saiacccsssivcnssschoonsesesaansesohawnaesansevsanobevmsusnnsoveevanannsorae 23 Setting QueueMetrics memory limits ssossseeenennssesssssesrrrrssssssserrrrerresessseserrereeesssses 23 Using MySQL storage isissvivssaseseasvesayaravisevenevaxeyeuusssajenerevayeieraseaaveseyevenegaseusesereneseeerent 23 Gettino Delp calcd ean nE AEEA EEE EEEE A EEA EE EEA toe ae 25 File QM_TrixBox_200 doc Version 26 07 07 Loway Page 3 of 25 research Turning TrixBox into a call center solution If you are reading this you probably already know that using TrixBox TB or Asterisk Home AAH 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 preconfig
9. File Paths gt Select Agents gt Select Users gt Select Queues gt Complete Summary The following operations were performed by this wizard Queue Agent Event Agent 300 Added agent Agent 301 Added agent Agent 300 Added user Agent 301 Added user 200 Updated queue 201 Added queue Home page That s all there is to do QueueMetrics picked up the configuration from Asterisk and updated it If you want your agents to log on to QueueMetrics you must set a password for each of them You can do this by clicking on Administer users then select the user you want to enable and enter a password as shown in the following figure Home Cfg Users i Cfg Queues Cfg Agents Cfg Locations Cfg Outcomes Cfg Pauses User User Id 44 Login Agent 300 Password Real name Alice Enabled Yes z E mail Masterkey No z Class AGENTS gt User keys a File QM_TrixBox_200 doc Version 26 07 07 Loway Page 18 of 25 research Running your first report If you tried placing a call to test your system then you can run your first report by selecting the Home tab then selecting queue 200 from the drop down queue selection box and clicking on Today If everything went well you should see a report like the following one Posuscdacbsuccducwy Home Answered Unans Area Att Distrib Agents Outcomes All Report Details Atomic queue s consider
10. Lowa research y Turning TrixBox into a small call center with QueueMetrics AUTHOR LOWAY VERSION 2 0 DATE JULY 26 2007 Loway di Lorenzo Emilitri Via Ligornetto 17a 6854 San Pietro Switzerland Loway Page 2 of 25 research Index Turning TrixBox into a call center solwtiotnisis sisstisiacriscrcrvtaviiiiesvrcasis ation vad 3 Call centers 101 the very basics inncanmnsnnncunnensnaenncnmnenananeaanuns 3 Prerequisites aere teen a teats A A O AS 4 Installing QueueMetrics ccsccevisadccrsineseneeecnoinxnivrdeoeoinevivaner eiaretoreinoinreenraereeeneoeosaeroaeeioeoese 4 Be MT Trix BOR cirie eieiaeo tele aa vc ca eatin ave ea sae oma oar AEE eae eee 8 Gee Aisles e ae ce oe ee oe on one nee an ne anne eee ee eT an eT 8 Configuring a queue sss ssss essssssseetrerersssssseetrrrsssssssserrrreorssssssetrrreessssssererreresssssserrrrerene 9 Creating log on point for your agents sssssssssseerersssssssseetrerrssssseseeereressssssseeeree 12 Logging on from an extension sssesssesssessssserrrressssssserrrreresssssserrrreosssssseerrreesssssses 12 Logging on from QueueMetrics as anusunucnnnnnnmnkrneannwusnunsunannnans 13 Testing your queue sssseessssseresssseeossserrossseresssserossssresssserrossseressseeeessseeesssserressseeresss 14 Configuring the agents and the queue in QueueMetrics ssssssseeereressssssserrrrressssssee 15 Running your first rep r tssir asserena DAEA ENSEN
11. asterisk Avar wwwihtml panel jetc itftpboot Re Read Configs agents conf Header Edit agents conf agents The format to be used to record the calls wav gsm wav49 By default its wav recordformat gsm Insert into CDR userfield a name of the the created recording By default it s turned off screatelink yes The text to be added to the name of the recording Allows forming a url link surlprefix http localhost calls The optional directory to save the conversations in The default is fvar spool asterisk monitor savecallsin var calls This section contains the agent definitions in the form agent gt agentid agentpassword name H autologoff 15 wrapuptime 5000 ackcall no group 1 sagent gt 204 1111 Ryan Courtnage agent gt 300 Alice agent gt 301 Bob gt What you do is e You first comment out the default entry agent gt 204 1111 Ryan Courtnage by pre pending it with a semicolon e You add an entry telling the system that we have an agent called Alice with code 300 by entering a line agent gt 300 Alice e You add an entry telling the system that we have an agent called Bob with code 301 by entering a line agent gt 301 Bob Once you re done press Update to save Whenever you will need to add other agents to this system you will simply repeat this procedure Do not forget to click on the Re Read configs once you re do
12. ed 200 200 Period start date July 26 2007 0 00 Period end date July 26 2007 23 59 Total calls processed 3 66 7 ans 33 3 unans Answered calls Calls fully within the given time All calls interval N calls answered by operators 2 N calls answered by operators 2 Average call length 13 53 Average call length 1335s Min call length 0 05 Min call length 0 05 Max call length 0 22 htx call length 0 22 Total call length 00H Total call length 00H Average call waiting time 1008 Average call waiting time 100s Min waiting time 0 05 in waiting time 0 05 ax waiting time 0 15 tax waiting time 0 15 Total waiting time 00H Total waiting time 00H Agents on queue Agent N Calls T Alice 2 100 0 S Export as As you can see QueueMetrics computes literally hundreds of values while it s usually pretty easy to understand the ones yov re interested in you should really have a look at the QueueMetrics user manual for a detailed description of the results As a rough sketch consider that e The Answered tab gives statistics about the calls that were answered correctly how any were handled who handled them average duration and average wait times e The Detail button on the bottom of the Answered page gives a call by call activity detail e The Unanswered tab gives information on calls that were lost i e the user disconnected before talking to a living person
13. enter 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 almost never has to ring up an agent who is not available An agent can be working on one or more queues whenever he is available all calls coming in to any queue he s working on will be piped to him In this tutorial we will learn how to create an inbound queue and proper agents to handle it Prerequisites To follow this guide you will need an already installed reasonably modern TB instance It may be your home or office PBX You can follow this guide completely while having your PBX running so there is no need for a 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 TB as a basic PBX creating extensions connecting to external lines and such things Installing QueueMetrics QueueMetrics is a full fledged call center monitoring solution see http queuemetrics com It is an industry proven commercial product that is available free of charge to smaller call centers home users and SOHO s and is used in hundreds of call center worldwide including installations with hundreds of agents on line Log in to your TB system using your web browser and the standard admin credentials they are login maint passwo
14. er 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 to questions like these Running a call center therefore is not a matter of having multiple PRIs or special hardware You will not even need a separate box from your main PBX running TB You will only need some software and a bit of configuration to set it up correctly 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 line are different campaigns though they may be e Aninbound 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 personnel File QM_TrixBox_200 doc Version 26 07 07 Loway Page 4 of 25 research e A queue is the physical implementation of an inbound campaign The queue receives calls and pipes 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 Anagent is a person working at a call c
15. his file contains example extensions_custom conf entries extensions custom conf should be used to include customizations to AMP s Asterisk dialplan All custom context should contain the string custom in it s name Extensions in AMP have access to the from internal context The context from internal custom is included in from internal by default include extensions_trixbox cont include extensions_hud conf include extensions queuemetrics cont from internal custom exten gt 298 1 AgentCallBackLogin from internal include gt from internal trixbox 21234 1 Playback demo congrats extensions can dial 1234 21234 2 Hangup zh 1 Hangup PEPER ate se Pee pet eee enn eee See eT Just below the last include line you add After you re done press Update to save your changes and then click on Re read configs Testing your queue Now you can test your queue From one of the telephones have an agent log in as agent 300 then call the number 200 from a different telephone The first phone should ring and you can put a call through Congratulations you configured your first queue successfully Make sure you place a couple of calls so that you can later find some data for QueueMetrics to analyze File QM_TrixBox_200 doc Version 26 07 07 Loway Page 15 of 25 research Configuring the agents and the queue in QueueMeftrics Go to QueueMetrics it is usually ins
16. lplan All custom context should contain the string custom in it s name Extensions in AMP have access to the from internal context The context from internal custom is included in from internal by default include extensions_trixbox cont include extensions_hud conf include extensions _queuemetrics cont from internal custom exten gt 298 1 AgentCallBackLogin from internal include gt from internal trixbox 21234 1 Playback demo congrats extensions can dial 1234 21234 2 Hangup th 1 Hangup It must be exactly below the line from internal custom and it must say exten gt 298 1 AgentCallBackLogin from internal After you re done press Update to save your changes and then click on Re read configs This means that when somebody dials 298 they get the agent log on menu in order to log on you must enter your agent code followed by pound followed by the extension youre sitting at In order to log off you simply dial the same extension enter the agent number and then pound twice The voice will tell you if the agent is logged on or off at the end of this procedure File QM_TrixBox_200 doc Version 26 07 07 Loway Page 13 of 25 research Logging on from QueueMeftrics If you want to use QueueMetrics for your agents to log on log off go to pause set call status and whatever else you must install a custom piece of dialplan that comes
17. ne to tell Asterisk to load the new configuration Configuring a queue To add a queue to your system go back to the main menu select Asterisk gt FreePBX to enter the main configuration utility File QM_TrixBox_200 doc Version 26 07 07 Loway Page 10 of 25 research tixbor Home Forum Packages What is trixbox trixbox is the world s most popula enables even the novice user to and more trixbox can be configu Ti s for a million minute a month Getting Started belle be a eteibs blew Af a minha Af athe aenlinntiawnn and rnab ma a ilii Once youre there click on the Setup and the system should look like the following picture inborn E eoin or resister J Forum Packages Asterisk System Settings Setup Tools Reports Panel Recordings fre e PBX Language English v Setup Basit Administrators Welcome to freePBX Extensions General Settings Suthound Routes You are running Release Candidate 1 of freePBX This release is a final test before we make the official 2 2 0 freePBX release We are unaware of any major bugs in this release and urge users to au report any that they find Inbound Call Coritrol Inbound Routes Currently known bugs are maintained on this TRAC page lf you find a bug please create a bug REDE report you need to create an account this is to avoid spammers and the bug report will immediately appear on the TRAC page
18. rd Login Please ask your system administrator for the correct credentials to access this instance of QueueMetrics File QM_TrixBox_200 doc Version 26 07 07 Loway Page 7 of 25 research If you see this screen you know that QueueMetrics is working fine As you ll be curious to check it out you can login immediately with the credentials demoadmin password demo You may notice that the first time you load up a new page it may take a while to display it depending on your TB box CPU speed this is normal as QueueMetrics uses Java Server Pages technology and such pages are internally compiled the first time they are accessed Loway QueueMetrics version 1 1 1 Mozilla Firefox File Edit view Go Bookmarks Tools Help lt 2 T W tv np MS MS WIS seaeS o lt call center monitor 2 QueueMetrics Home Page Queue Sample Queue v Quick activity reports Today Yesterday The day before yesterday Last day Last 7 days Last go days Last 90 days Real time report Start realtime monitoring Custom report Run custom report Agent report Toman imal Linon memoria This is how the first page looks like Feel free to look around a bit before logging off You may now also close the SSH window as we won t need it anymore for this tutorial File QM_TrixBox_200 doc Version 26 07 07 Loway Page 8 of 25 research Setting up TrixBox Setting up TrixBox is quite easy
19. rd password if you have not changed them manually You can do this by going to the URL http myserver maint Select the label SSH terminal under the System flag as shown in the following picture File QM_TrixBox_200 doc Version 26 07 07 Loway Page 5 of 25 research mS F 4 y VA ele MDO Home Forum Packages Asterisk System Settings System Info What is trixbox System Maint trixbox is the world s most popular Asterisk bas Id s most popular Asterisk enables even the novice user to quickly set up SSH Terminal H other necessary applicat and more trixbox can be configured to handle a single phone ine for a home user several lin T1 s for a millian minute a month call center Getting Started trixbox is a distribution of a number of other applications and custom utilities Each of these ay some portion of your trixbox deployment Forum The trixbox help forums Go here to ask questions or figure out how you can contribute yours need more great people to help out Packages A terminal window will open it may take a while waiting for the Java client to load Log in as root with password password You should see a terminal like in the following picture nviiit ruru ratKayecs ASLOTISK y gt Sctuny from 10 10 3 102 ox web GUI us x commar ou can use from this e help tr Connected to 10 10 3 100 ssh online File QM_TrixBox_200 doc
20. so that it can be easily tracked by other users Warning You are running freePBX and asterisk with the default manager pass You should consider changing this to something else Warning You are running freePBX and mysql with the default password If you do not see the voice Queues under Inbound call control this means that the queue management module is not installed To install it you click on Tools then Module Admin from the right column and select Queues follow the install procedure and the Queues module will be installed in a few seconds To create a our queue now we click on Queues and fill in the wizard as follows File QM_TrixBox_200 doc Version 26 07 07 Loway Page 11 of 25 research Basic Administrators Add Queue Extensions General Settings Outbound Routes Add Queue Trunks Inbound Call Control queue number 200 Inbound Routes onele queue name Support queue password CID name prefix static agents 4300 4301 Clean amp Remove duplicates Queue Options Agent Announcement None Ringing tone instead of MOH O max wait time Unlimited v max callers ov join empty Yes leave when empty No ring strategy memory agent timeout 15 seconds retry Sseconds wrap up time Oseconds call recording No w event when called No member status off Yes M
21. t XXX as their user name where XXX is the agent code as defined in agents conf and the password you set They will be lead to a page that shows the latest calls they have handled and a few buttons that let them log on log off go to pause and stop the current pause File QM_TrixBox_200 doc Version 26 07 07 Loway Page 21 of 25 research 5 Alice Individual agents O 8 B Your Logo QueueMetrics call center monitor Active calls for agent Alice Agent 300 Agent is currently logged off Reload now Log on Log off Pause I Unpause Enteringat Waiting Talking Caller ID Queue URL Status Transfer to Outcome 07 26 18 24 26 0 15 0 22 101 200 Terminated ni Not Interested 07 26 16 14 11 0 05 0 05 101 200 Terminated d In order to mantain session information this page will reload automatically Loway research Loway Research They can also set pause status codes and call outcomes out of a user defined list provided by the QueueMetrics administrators File QM_TrixBox_200 doc Version 26 07 07 Loway Page 22 of 25 research Common problems and solutions Avoiding queue_log file rotation With a standard TB AAH install 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 going that is being used by QueueMetrics to report on the well being and the actual
22. talled at http myserver 8080 queuemetrics amp Your Logo QueueMetrics call center monitor User Logon Login Password Language US English v Please ask your system administrator for the correct credentials to access this instance of QueueMetrics Loway research __Loway Research Login as demoadmin password demo You should see a screen like the following one File QM_TrixBox_200 doc Version 26 07 07 Loway Page 16 of 25 research QueueMetrics Home Page Queue oo All v gt Quick activity reports Today Yesterday The day before yesterday Last day Last 7 days Last 30 days Last go days gt Real time report Start realtime monitoring Start wallboard gt Custom report Run custom report gt Agent report Filtered for agent v Today Last 7 days Last 30 days Last go days gt Edit QueueMetrics settings Administer users Edit queues Edit agents Edit locations Edit call outcomes Edit pause codes Setup wizard Load data from Asterisk Mysql storage information gt Show licence information You simply click on Setup wizard then confirm all of the steps All agents and queues that you created manually or changed from the last time you run the wizard will be imported automatically At the end you get a screen like the following one File QM_TrixBox_200 doc Version 26 07 07 Loway Page 17 of 25 research
23. ured to handle the most common scenarios one can find in a personal environment or in a small to medium sized office The typical usage patters of a small call center are a bit different from the ones you are likely to find in a classical PBX because e Agents spend almost their whole working day available to answer the phone as opposed to standard PBX users who use the phone occasionally while doing other work handling and answering calls for them has to be made as easy as possible e Acall center is usually a high density commercial enterprise therefore it has to be run and monitored using tools that are able to quickly see how things are going identify bottlenecks and address them In our opinion running a successful call center is more a state of mind than a given set of telephone gear What makes a difference is not the number of extensions queues or agents you have is a mindset where you consider that the customers calling in are actually 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 wait or call multiple 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 if it always answers on the very first ring And how do you know if your technicians actually answ
24. with QueueMetrics itself and makes it possible to enable all those features To do this you must log in to the system just like you did to install QueueMetrics and run the following command INF mysql utils extensions examples extensions_queuemetrics conf etc asterisk This copies the piece of dialplan right from the current version of QueueMetrics to the Asterisk configuration directory As FreePBX uses the a default context for extensions called from internal we must edit the file we just copied to tell QueueMetrics to use that context so edit the file extensions_queuemetrics conf we just copied In the lines under exten gt 20 replace the string sip with from internal Then edit the file configuration properties to tell QueueMetrics to access this Asterisk box through the manager interface vi usr local queuemetrics webapps queuemetrics 1 4 0 WEB _INF configuration properties clust r servers aleph trix and change it to Find a line that says File QM_TrixBox_200 doc Version 26 07 07 Loway Page 14 of 25 research and change it to In order for the new configuration to be picked up you then edit the extensions_custom file in order to include the following line extensions_custom conf Jetc asterisk var wwwihtmli panel Jetc itftpboot Re Read Configs extensions_custom cont Header Edit extensions_custom conf from internal custom T
25. work being performed by your call center and you surely want to keep that data in a safe place for cross period analysis Disabling log rotation Disabling log rotation is actually quite easy go to etc logrotate d and look for a file named asterisk If you run TrixBox you ll find something like missingok rotate 5 weekly create 0640 asterisk asterisk postrotate usr sbin asterisk rx logger reload gt dev null 2 gt dev null endscript There may as well be other sections where other files are rotated You just delete the section above and the queue_log file will not be rotated anymore What if my queue_log has already been rotated If your queue_log has already been rotated you ll want to join the remaining pieces together That s very easy e First stop Asterisk e Make a backup of all quewe_log files e Rename the existing queue_log to queue_log now e Execute the following commands this example if for 5 leftover pieces you may find a different number on your system i cat i cat File QM_TrixBox_200 doc Version 26 07 07 Loway Page 23 of 25 research queue_log 1 gt gt queue_log queue_log now gt gt queue_log e Remove all files but queue_log itself e Restart Asterisk This should be it Now your QueueMetrics will work just fine Stopping and starting QueueMetrics You can stop and restart the QueueMetrics application by issuing the commands
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