{"id":1116,"date":"2014-10-10T17:11:14","date_gmt":"2014-10-10T17:11:14","guid":{"rendered":"http:\/\/cyber-cottage.co.uk\/en\/?p=1107"},"modified":"2014-10-29T09:43:22","modified_gmt":"2014-10-29T09:43:22","slug":"queuemetrics","status":"publish","type":"post","link":"https:\/\/www.cyber-cottage.co.uk\/?p=1116","title":{"rendered":"QueueMetrics"},"content":{"rendered":"<p>We have recently installed\u00a0and customised a\u00a0<a href=\"http:\/\/queuemetrics.com\/about.jsp\" target=\"_blank\">Queuemetrics<\/a>\u00a0solution for a customer. Their key reason for choosing Queuemetrics was the ability to use dynamic agents without the need of major <a title=\"Elastix\" href=\"http:\/\/cyber-cottage.co.uk\/en\/2012\/12\/elastix\/\" target=\"_blank\">Elastix<\/a>\u00a0reprogramming and a clear and simple interface.<\/p>\n<p>It was also decided that users needed to be able to log into the system from their handsets as well as from a web interface, as the customer is hoping to roll out an agent portal in the future.<\/p>\n<p>To enable Hotdesk the \u00a0following setting has to be set similar to below<\/p>\n<pre># The value is interval time (in seconds) used by the analyzer to look back searching HOTDESK verbs in the queue log\r\ndefault.hotdesking=86400<\/pre>\n<p>This meant some additional dialplans to allow logging in &amp; out and pausing.<\/p>\n<p>These are similar to the dialplans that the web portals use except that they have prompts and they also have to store the extension and agent id in the asterisk database.<\/p>\n<pre>;added dialplan for queuemetrics\r\n; Add Member - 422\r\n; User is asked for their loging agent id\r\nexten =&gt; _422XXXX,1,Answer\r\nexten =&gt; _422XXXX,2,Read(AGENTID,agent-login,4,,1,6)\r\nexten =&gt; _422XXXX,3,Gotoif($[\"${AGENTID}\" = \"\"]?end)\r\nexten =&gt; _422XXXX,4,GotoIf($[${LEN(${AGENTID})} != 4]?2)\r\nexten =&gt; _422XXXX,5,set(DB(qmagent\/${CALLERID(num)})=${AGENTID})\r\nexten =&gt; _422XXXX,6,Macro(queuelog,${EPOCH},${UNIQUEID},NONE,Agent\/${AGENTID},HOTDESK,SIP\/${CALLERID(num)})\r\nexten =&gt; _422XXXX,7,AddQueueMember(${EXTEN:3:4},SIP\/${CALLERID(num)})\r\nexten =&gt; _422XXXX,8,SayDigits(${AGENTID})\r\nexten =&gt; _422XXXX,9,Playback(agent-loginok)\r\nexten =&gt; _422XXXX,10(end),Hangup<\/pre>\n<pre>; Remove Member - 423\r\nexten =&gt; _423XXXX,1,Answer\r\nexten =&gt; _423XXXX,2,set(DEL_AGENT=${DB_DELETE(qmagent\/${CALLERID(num)})})\r\nexten =&gt; _423XXXX,3,RemoveQueueMember(${EXTEN:3:4},SIP\/${CALLERID(num)})\r\nexten =&gt; _423XXXX,4,Playback(agent-loggedoff)\r\nexten =&gt; _423XXXX,5,Hangup<\/pre>\n<pre>; extension 32: agent pause with hotdesking (with pause code)\r\nexten =&gt; _32XX,1,Answer\r\nexten =&gt; _32XX,2,set(AGENTCODE=${DB(qmagent\/${CALLERID(num)})})\r\nexten =&gt; _32XX,3,NoOp( \"QM: Pausing Agent\/${AGENTCODE} at extension SIP\/${CALLERID(num)} with pause reason '${EXTEN:2:2}' made by '${QM_LOGIN}' \" )\r\nexten =&gt; _32XX,4,PauseQueueMember(,SIP\/${CALLERID(num)})\r\nexten =&gt; _32XX,5,System( echo \"${EPOCH}|${UNIQUEID}|NONE|Agent\/${AGENTCODE}|PAUSEREASON|${EXTEN:2:2}\" &gt;&gt; \/var\/log\/asterisk\/queue_log )\r\nexten =&gt; _32XX,6,Playback(dictate\/paused)\r\nexten =&gt; _32XX,7,Hangup<\/pre>\n<pre>; extension 33: agent unpause with hotdesking\r\nexten =&gt; 33,1,Answer\r\nexten =&gt; 33,2,NoOp( \"QM: Unpausing Agent\/${AGENTCODE} at extension SIP\/${CALLERID(num)} made by '${QM_LOGIN}' \" )\r\nexten =&gt; 33,3,UnpauseQueueMember(,SIP\/${CALLERID(num)})\r\nexten =&gt; 33,4,Playback(dictate\/pause)\r\nexten =&gt; 33,5,Playback(removed)\r\nexten =&gt; 33,6,Hangup<\/pre>\n<p>These need to be added to your extensions_custom.conf file in a context that&#8217;s included in the from-internal \u00a0context.<\/p>\n<p>Also a change has to be made to the dialplans in the extensions_queuemetrics.conf to store and delete the database entry as well.<\/p>\n<p>The system has proved to deliver what was expected and will shortly be expanded to track outbound calls and the addition of custom wallboards similar to what we recently produced for another customer.<\/p>\n<p>If you would like to talk about adding QueueMetrics to your Asterisk system or are looking for a complete phone system and queuemetrics platform please contact us.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We have recently installed\u00a0and customised a\u00a0Queuemetrics\u00a0solution for a customer. Their key reason for choosing Queuemetrics was the ability to use dynamic agents without the need of major Elastix\u00a0reprogramming and a clear and simple interface. It was also decided that users needed to be able to log into the system from their handsets as well as [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":1304,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[3,11,87],"tags":[23,30,33,35,40,51,66,69,100,76],"class_list":["post-1116","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","category-knowledge","category-qmsupport","tag-asterisk","tag-crm","tag-digium","tag-elastix","tag-freepbx","tag-linux","tag-queuemetrics","tag-sip","tag-technical","tag-voip"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/i0.wp.com\/www.cyber-cottage.co.uk\/wp-content\/uploads\/2014\/10\/QueueMetrics.png?fit=260%2C50&ssl=1","jetpack_shortlink":"https:\/\/wp.me\/p5daZy-i0","jetpack_sharing_enabled":true,"jetpack_likes_enabled":false,"jetpack-related-posts":[],"_links":{"self":[{"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=\/wp\/v2\/posts\/1116","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1116"}],"version-history":[{"count":2,"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=\/wp\/v2\/posts\/1116\/revisions"}],"predecessor-version":[{"id":1273,"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=\/wp\/v2\/posts\/1116\/revisions\/1273"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=\/wp\/v2\/media\/1304"}],"wp:attachment":[{"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1116"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=1116"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.cyber-cottage.co.uk\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=1116"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}