Running a small call-center with QueueMetrics and Trixbox
Contents
1. queuedial this piece of dialplan is just a calling hook into the qm queuedial context that actually does the outbound dialing replace as needed just fill in the same variables exten gt _XXX 1 Set QDIALER_QUEUE q EXTEN 0 3 exten gt _XXX n Set QDIALER_NUMBER S EXTEN 3 exten gt _XXX n Set QDIALER_AGENT Agent CALLERID num exten gt _XXX n Set QDIALER_CHANNEL SIP QDIALER_NUMBER exten gt _XXX n Set QueueName S QDIALER_QUEUE exten gt _XXX n MixMonitor Q QDIALER_QUEUE S UNIQUEID WAV b exten gt _XXX n Goto qm queuedial s 1 As you can see here we set a number of variables that let us decide who is the caller and which number he s trying to reach and will set up audio recording for the outbound call Very likely you ll have to change at least the line that defines the channel e g exten gt _XXX n Set QDIALER_CHANNEL Zap g0 QDIALER_NUMBER Will let you call number 012345678 as Zap g0 012345678 that is will dial it on the fist available chan nel in your Zaptel card You may otherwise have a format like S7P myprovider 012345678 that will dial numer 012345678 through a SIP trunk called myprovider You should also add the following piece of code to your extensions_queuemetrics conf file make sure it s not already present extensio2. X cme http 10 10 3 103 8080 queuemetrics am_adm cfg2_queues _Jist jsp Demo Admin Administrator S gt O 3 QueueMetrics center monitor Cig Agents Ctog Locations Cfg Outcomes Cig Pauses Cfg QA Queues Configuration Search Create New 3 Queues s b Key 300 301 302 300 301 302 queve dps qu eve test See 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 Loway research Creating users 16 Creating 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 never can 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 that is a specialized page from which agents can log on log off go to pause see calls processed and do other activities as well In order to enable this you have to create a log on for each agent that matches exactly the agent code you used in the agent definition so e g for extension 200 you would use Agent plus 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 Warning Make sure that the class is set to AG
3. 6309886 1179822813 1179822810 22 q 123 Agent 101 CONNECT 3 ET EAG 1179822823 1179822810 22 q 123 Agent 101 COMPL ENT 3 10 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 Loway research Placing calls 26 e Queue s 350 Call flow Outbound calls e Main agents Agent 200 Agent 201 Agent 202 Leave other fields blank Loway QueueMetrics version 1 5 1 Mozilla Firefox Fie Modifica Visualizza Cronologia Segnalbri Strumenti 2 our Logo Home Save and go back to the main page Tip Cig Users CfgQueues Cfg Agents Queue alias Queue s Wrap up time sec Announcement sec Visibility key Call flow Shown on front page Chat group Main agents Wrap agents Spill agents Attention levels Number of calls in queue Number of agents on call Number of agents waiting Number nf agents paused Ctg Locations Ctog Outcomes Queue Detail OUT Callback 35 o o Outbound calls Yes agent 200 agent 201 agent 202 Yellow alarm Demo Admin Administrator S F amp QueueMetrics call center monitor Cig Pauses Red alarm You may want to add this queue to the 00 All entries so you can see all activity at a glance or better you can create a new 00 All Inbound to track all inbound activity separ
4. Installing the SSH Java client in Trixbox 2 0 0 ee ec cee cee ce eeceeeeneeeaeeea sean eeaee 32 Loway research Preface Revision history e 4 0 Using HOTDESKING June 30 2010 e 3 0 New format joined Inbound and Outbound guides March 11 2009 e 3 1 Added AsteriskNOW 1 5 0 guide April 20 2009 e 3 2 New QueueMetrics configuration wizard added in 1 5 2 April 21 2009 Loway research Chapter 1 Turning TrixBox or AsteriskNOW into a call center solution If you are reading this you probably already know that using TrixBox TB or AsteriskNOW 1 5 0 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 Still the typical usage patterns of a small call center are quite 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 A call center is usually a high density commercial enterprise therefore it has to be run and monitored using tools that are able to see immedately how things are going identify bottlenecks quickly and ad dress them In our opinion r
5. Queue s 30013011302 Reload now Live call monitor Mozilla Fire E3 Show any agent Location v L http 10 10 3 103 8080 queuemetrics qm pop Queue Unk Bsy N Calls waiting On phone inbound On phone outbound at selected Live call monitor 0 0 o 1 o 300 0 0 0 1 0 gt Expor as Please enter your local or remote extension to start ongoing call monitoring Calls being proce Queue Agent code agent200 Waiting Duration Agent Srv Agent name My agent 200 300 ARD 0 03 0 25 My agent 200 aa Yi xtension 202 gt Export as s our 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 a few seconds My agent 200 300 Export as 8 comperato In order 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 right as it s happening Loway research Chapter 3 Running an outbound call center This section of the manual explains how to run outbound call center activity We assume that you have already configured your call center for inbound as explained in the previous section Some things you should know about outbound In order to run outbound campaigns in your call center you need to set it up so that agents have a proce dure to place outgoing calls Why is an outbound call different from a nor
6. cat queue_log cat queue_log 2 gt gt queue_log cat queue_log 1l gt gt queue_log cat queue_log now gt gt queue_log gt gt queue_log gt gt queue_log gt gt queue_log PNW BU e Remove all files but gueue_log itself Loway research Stopping and starting QueueMetrics 32 e Purge the queue_log table of the Queuemetrics database e Restart Asterisk and Qloaderd 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 etc init d queuemetrics stop etc init d queuemetrics start etc init d queuemetrics restart You can also stop and start Qloaderd using the same syntax etc init d qloaderd stop etc init d qloaderd start etc init d qloaderd 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 tunin
7. Disable Announcements Blacklist Follow Me Emergency CID MA Queues Assigned DID CID Ring Groups Time Annritinne lt Completato When you re done apply configuration changes and try placing some test calls to make sure that all phones are working Configuring QueueMetrics We now have to configure QueueMetrics to use the newly defined queues and agents Go to hitp 10 10 3 123 8080 queuemetrics and login as demoadmin with password demo Import queue definitions From the home page click on Edit QueueMetrics settings Setup wizard Note 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 Loway research Create agents 12 tie Pree Demo Admin Administrator 2 ma 7 Your Logo QueueMetrics s call center monitor a 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 iv Agents conf etc asterisk agents conf Queues conf etc asterisk queues conf Users conf optional etc asterisk users conf Queue log var log asterisk queue_log Next gt Loway Loway Research Follow the wizard until complete F om Demo Admin Administrator
8. any log in as user root with password password you entered the password during system installation If not you should install the Java SSH client see Common problems and solutions at the end of this tu torial Installing QueueMetrics After logging in as root type the follwing 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 speed When asked to confirm the instal lation type y to proceed After the installation is done you have to install the sample MySQL database that will be used to initial ize the system by executing the following commands cd usr local queuemetrics webapps queuemetrics 1 6 1 WEB INF README installDb sh Note that the exact directory to use will depend on the QueueMetrics version being installed and is dis played 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 creat ed Tip For your convenience remember that the default MySQL password for TB is passwOrd yes that s a zero and the suggested default DB password for QueueMetrics is javadude Tip For your convenience remember that the default AsteriskNOW installation h
9. 06 03 2009 00 15 51 201 200 Attempts Code Stints Srv My agent200 1 sale 1 Caler Myagent200 1 1 4 A Though there is usually one there can be zero or more audio files linked to a given call 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 Though this topic is not a part of the scope of this giude it is not to be overlooked and it discussed in detail in the User Manual 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 line with the caller QueueMetrics makes such a task trivial Loway research Listening to live inbound calls 20 In order to implement this you must edit the etc asterisk extensions_queuemetrics conf and change the following lines as shown here exten gt 11 7 ChanSpy QM_AGENT_EXT exten gt 14 6 ChanSpy QM_AGENT_EXT This is needed because we use dynamic agents and not standard agents so we have to attach to their SIP channels to the actual listening After the change force a reload of the dialplan by making a minor change in FreePBX and applying changes After this 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 local extension Realtime call center monitoring 00 28 22
10. As always you can use the Pause and Status keys as you would for an inbound call Call listening In order to listen to recorded outbound calls you simply use the same procedure you used for inbound calls e Runa 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 Demo Admin Administrator S P amp Your Logo QueueMetrics Home Answered Unans ASSE EE eE Mm iectoe Detail of answered Report Details 301 Atomic queue s considered agent 200 Period start date 47 sec 2 sec Period end date ginal position Total calls processed Disconnection cause Caller disconnected Area analysis Re Queue details gt Export as gt Date Caller Queue Wait Duration Pos Disconnection Handled Attempts Code Stints Srv by 02 06 201 OUT Callback 0 02 047 0 Caller My agent 200 1 1 Q A 00 40 40 Loway research Call listening 29 In order to do live listening as well you simply follow the same procedure you did for inbound call that is 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 your local extension f Demo Admin Administrator S gt 3 fe Your Logo QueueMetrics center monitor Realtime call cent Live call monitor Mozilla Fire ale E3 Queue s 350 Live call monitor
11. Demo User USERS demovistor Visi Tor VISITORS ARRARAS ROBOTS Create New Show Classes Tip While you are in the user configuration screen take a second to change the password for user demoadmin and the other 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 Loway research Running QueueMetrics 18 Loway QueueMetrics version 1 5 1 Mozilla Firefox Fie Modifica Visualizza Cronologia Segnalbri Strumenti lt ca CY om htto 10 10 3 103 8080 queuemetrics am ive_agent jso K My agent 200 Individual agents 0 B our Logo QueueMetrics call center monitor Active calls for agent My agent 200 Agent 200 Agent status cannot be determined Reload now Add Member Remove Member Pause Unpause Entering at Waiting Talking Caller ID Queue URL Status Transferto Outcome Call Details Signal Problem Secretary session information this page will reload automatically eat sin is pi Loway Research 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 go to pause and mark its
12. ENTS and not e g ADMIN or they will log on as admin istrators Loway QueueMetrics version 1 5 1 Mozilla Firefox File Modifica Visualizza Cronologia Segnalbri Strumenti 2 lt gt Cc f r om htto 10 10 3 103 8080 queuemetrics qm_adm cfg2_users_edit jsp Demo Admin Administrator S QO F amp QueueMetrics call center monitor CfgUsers CfgQueues CfgAgents CfgLocations CfgOutcomes Cig Pauses User Detail User Id Login Agent 200 Password 999 Real name My agent 200 Enabled E mail Masterkey Class User keys Number of logons Last logon Comment Token Creation Loway research Creating users 17 When you are done create entries for extensions 201 and 202 as well In the end the user list should look like the following picture Loway QueueMetrics version 1 5 1 Mozilla Firefox Visualizza Cronologia Segnalbri Strumenti 2 A om http 10 10 3 103 8080 queuemetrics am_adm cfg2_users _ist jsp Demo Admin Administrator S O F A QueueMetrics call center monitor Home CfgUsers E Ctg Queues CfigAgents CtgLocations C gOutcomes C gPauses CfgQA System Users Search Create New Show Classes Login t Real name Enabled Class User keys Agent 101 Jonn Doe AGENTS Agent 102 Mike Boo AGENTS Agenv200 My agent 200 AGENTS Agenv201 My agent 201 AGENTS Agent202 My agent 202 fi AGENTS demoadmin Demo Admin ADMN demosupervisor Super Visor SUPERVISORS demouser
13. F B Your Logo QueueMetrics call center monitor piiss 7 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 QueueMetrics page Id Full name Type Server Operation type Operation result 300 Queve Add Ok 302 Queve Add Ok 301 Queue Add Ok Next gt Loway At this point queues 300 301 and 302 have been created 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 e Agent description My Agent 200 e Current terminal Leave all other parameters blank Note that the agent code must be the prefix Agent plus the extension number without spaces or other characters Loway research Create agents Loway QueueMetrics version 1 5 1 Mozilla Firefox File Modifica Visualizza Cronologia Segnalbri Strumenti 2 lt ad A A om http 10 10 3 103 8080 queuemetrics qm_adm cfg2_agents_edit jsp 5 Demo Admin Administrator 2078 fe Your Logo QueueMetrics call center monitor r Home CfgUsers Cfg Queues CfgOQutcomes CfgPauses CfgQA Agent Detail Asterisk agent code Agent 200 Agent description My agent 200 Agent location VNC monitoring URL Current terminal Instant messenger address Supervisor Ag
14. Loway research QueueMetrics call center monitor Running a small call center with QueueMetrics and Trixbox Running a small call center with QueueMetrics and Trixbox Version 4 0 Loway researc Table of Contents Preface cernens sarod iutess nah henna ss tmanadses E Ea TE bmewbatna anaes va E a E EEEE sa satel iv 1 Turning TrixBox or AsteriskNOW into a call center solution cece cece cece cence seen eeeaeeneeenes 1 Call centers 101 the very asics ssc osccks ses ss dcceas seoieedpecdssespevesesdseesteedessomsesssetas EEEE Tai a 1 PLerequi Site minr eee a e Miva cee EE ig vanced yeo doth ong canes eresup RE S 2 Software VELSIONS sse ni eae bataadea dated as E ET E E hee E Dette daa neaes 2 Tutorial organization sess enn en n e A E rE E EET EEE T EE a E eens 2 2 Running an inb und call center rasek aa a aus dev R E EUa Piesa SPENTER 4 Lossing In into TIXBOX resecie lis EEEE E E E lee raS 4 Installins QUcUCMEINICS erise ia E A E a A E A A 4 Including the queuemetrics context in Asterisk 0 cece eeeeeece ence eeceeeeeeeeeeeea ees 5 Changing QueueMetrics defaults to suit it to our installation eee eee ee eeee 5 Testing the installation isise ec sist eet cad ig eens etero oS iE NEEE S eck cbesapees cabanas 6 Letting OM speak to Asterisk ssi mineri rann a E E e ase aa E ENE 7 Installing the MySQL loader Qloaderd 2 0 0 0 eee cc eeccee ce eeceeeeeeeeaeeeaeeea sean eens eeas 7 I
15. Member Pause Unpause Dial Entering at Queue URL Status Transfer to Outcome 03 06 00 27 54 Terminated 03 06 00 26 41 300 Terminated 0306 00 26 21 The requested action has been 300 7 Terminated 0346 00 25 07 performed It may take a few 300 Terminated 036 00 24 03 seconds to be implemented 300 gt Terminated 03 06 00 18 52 301 Terminated e 03 06 00 15 51 300 Terminated sale Sale BI Problem Secretary session information 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 you will see call progress as usual Loway research Call listening Active calls for agent My agent 200 Agent 200 Agent is currently logged on queues 350 Reload now Add Member Remove Member Pause Unpause Dial Entering at Waiting Talking Caller ID Queue URL Status Transferto Outcome 03 06 00 40 40 0 02 0 09 20 OUT Calback 03 06 00 27 54 0 03 1 04 201 300 Terminated cd 03 06 00 26 41 0 03 0 27 201 300 Terminated 03 06 00 26 21 0 02 0 07 201 300 Terminated 03 06 00 25 07 0 04 0 42 201 300 Termnated 03 06 00 24 03 0 03 0 39 20 300 Termnated 03 06 00 18 52 0 03 008 20 301 Terminated A 03 06 00 15 51 0 05 1 17 20 300 Terminated sale Sale Call Details Signal Problem Secretary In order to mantain session information this page will reload sutomatically
16. Reload now Hide calls Hide a v Please enter your local or remote extension to Queue N agents start ongoing call monitoring i On phone inbound On phone outbound al 1 Agent code agent 200 0 0 1 I OUT Calback 1 ee NCS a 0 0 1 gt Export as amp A Calls being processed Queue Caller Agent Srv I OUT Calback 201 My agent 200 ea w gt Export as Agents currently logged in Agent Last logon Queue s Extension On pause Srv Last On queue call My agent 200 03 06 00 43 18 OUT Callback OUT Callback gt Export as Your phone will ring and you will listen to the call as it s being made Loway research Chapter 4 Getting more information Getting a QueueMetrics temporary licence We believe that the best way to get a hold of what QueueMetrics is and how useful it is for you is to try it with your own production system That s why we give a 30 day free evalutation key that you can use freely You can get it from http queuemetrics com sendDemoLicence jsp Getting help If you still are having problems installing or running QueueMetrics on TrixBox we suggest you check out the following resources e The QueueMetrics User Manual is the definitive guide to QueueMetrics It explains all the fea tures graphs reports and configuration option at length You can read a browsable version at http queuemetrics com manuals QM_UserManual chunked e The QueueMetrics FAQ at http queuemetr
17. all log verbose command agent user originate write system call log verbose command agent user originate Save and exit Installing the MySQL loader Qloaderd In this example we ll keep a copy of the statistics provided by Asterisk on a database table this offers a number of advantages e Makes general operations faster e It s lightweight e Lets you keep a double copy of raw queue data e Lets you install QueueMetrics on a separate server e Allows for Hotdesking capabilities This can be obtained very easily by entering yum install qloaderd Note When installing on AsteriskNOW a warning message will be shown as reported below Con firm the message with y to continue warning rpmts_HdrFromFdno Header V3 DSA signature NOKEY key ID e 8562897 Importing GPG key 0xE8562897 CentOS 5 Key CentOS 5 Official Signing Key lt centos 5 key centos org gt from etc pki rpm gpg RPM GPG KEY CentOs 5 Is this ok y N y After it s done you can test that the resident loaderd is working by issuing the following command tail var log asterisk qloaderd log If you see a log file that shows no errors you re done Loway research Installing QueueMetrics on a different server 8 lt reot trixbox1 usr local queuemetrics webapps queuemetrics 1 5 1 WEB INF README DER r README a After this do not forget to tun off the log rotation for the var log asterisk queue_log file or th
18. ame Prefix Tunks Wait Time Prefix Administrators Alert Info sses Baa ee Static Agents Inbound Routes Module Admin Zap Channel DDs Announcements Blacklist CalleriD Lookup Sources Extension Quick Pick pick extension Day Night Control Queue Options Mists Sc Agent Announcement Time Annritinne Completato Likewise create queues 301 and 302 in turn 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 Loway research Configuring QueueMetrics 11 trixbox Admin Mode Mozilla Firefox Cer fie Modifica visualizza Cronologia Segnalbri Strumenti 2 Server time 00 08 05 trixbex The Open Platform for Business Telephony System Status Packages PBX System Settings Help Admin Reports Panel Recordings Help Apply Configuration Changes nann Ae Add SIP Extension English System Status Add Extension Add Extension Agent 200 lt 200 gt Module Admin Feature Codes User Extension 201 General Settings Display Name Agent 201 Outbound Routes CID Num Alias Trunks SIP Alias Administrators Inbound Call Control Extension Options Inbound Routes Zap Channel DDs Outbound CID Ring Time Default CalleriD Lookup Sources Call Waiting Enable DayiNight Control Call Screening
19. as empty default MySQL password and the suggested default DB password for QueueMetrics is javadude Loway research Including the queuemetrics context in Asterisk 5 Including the queuemetrics context in Asterisk QueueMetrics comes with an user modifiable Asterisk context that should be included in the main As terisk context to provide additional functionalities like e g automated agent log ons and many more Run the following commands cd usr local queuemetrics webapps queuemetrics 1 6 1 WEB INF cp mysql utils extensions examples extensions_queuemetrics conf etc asterisk Then you should edit the file etc asterisk extensions_custom conf as shown in the picture by issuing the command nano etc asterisk extensions_custom conf lt reot trixbox1 etc asterisk DER GNU nano 1 3 12 File extensions custom conf v Basically you should add a line that says include extensions_queuemetrics conf that will be picked up by Asterisk on the next reload Changing QueueMetrics defaults to suit it to our installa tion Edit the configuration properties file of QueueMetrics cd usr local queuemetrics webapps queuemetrics 1 6 1 WEB INF nano configuration properties Look for the following properties across the file and change them accordingly default queue_log_file sql P001 callfile dir tcp admin amp111 127 0 0 1 Loway research Testing the installation 6 default rewriteLocalCha
20. ately See also Can I track inbound and outbound activity at once Placing calls In order for an agent to place a call you now have two choices e Dial the trunk directly e g 8 123 56789 e Use assisted dialling To use assisted dialling log on as an agent and go to the Agent s page Log on to queue OUT Callback using the Add member button Loway research Placing calls 27 My agent 200 Individual agents 2er8 7 Your Logo QueueMetrics call center monitor Agent activities Mozilla Firefox f X Agent add member Agent s code 200 Agent s queues OUT Callback br agent My agent 200 Agent is currently logged off lember Remove Member Pause Unpause Entering at URL Status Transferto Outcome 03 06 00 27 54 Termnated 03 06 00 26 41 Terminated 03 06 00 26 21 Terminated 03 06 00 25 07 Terminated 03 06 00 24 03 Termnated 03 06 00 18 52 Terminated 8 03 06 00 15 51 Terminated sale Sale Secretary In order to mantain session information this page will reload automatically TTT When you are logged on click on Dial Enter your current extension select the campaign and enter the number to be dialled My agent 200 Individual agents gt amp Your Logo QueueMetrics call center monitor Agent activities Mozilla Firefox Cc OR br agent My agent 200 Dial a number PRAAT on eee Sd jember Remove
21. cal OUTNUMS queuedialn trixbox Admin Mode Mozilla Firefox fie Modifica Visualizza Cronologia Segnalibri Strumenti 2 Server time 00 36 12 trixb ox ce Admin mode swatch The Open Platform for Business Telephony System Status Packages PBX System Settings Help Aam Repons Panel Recoraings Help es 1 Route Engis System Status Route Name QueueDial oe Add Route Module Admin Route Password PIN Set None 0 9_outside Extensions Emergency Dialing Feature Codes Intra Company Route General Settings Music On Hold Outbound Routes Dial Patterns Trunks Administrators inbound Call Control Inbound Routes Zap Channel Ds Announcements Clean amp Remove duplicates Blacklist Dial patterns wizards pick one Caller Lookup Sources Trunk Sequence DayNight Control FollowMe MR Queues Ring Groups Time Annritinne Save the new route and reload configuration As a last thing you should create a queue for outbound dialling Create a new queue like you did for in bound this time with the following parameters Queue Number 350 e Queue name OUT Callback Loway research Changes to the QueueMetrics configuration 25 trixbox Admin Mode Mozilla Firefox Fie Modifica Visualizza Cronologia Segnalbri Strumenti 2 2 C a http 19 10 3 103 maint index php freepbx o trixbox System Status Packages PBX System Settings Help Daama Repons Pan
22. e 101 Mike Boo 102 My agent 200 My agent 201 My agent 202 Save Back to queues e Queue 300 Agent 200 and Agent 201 e Queue 301 Agent 200 e Queue 302 Agent 201 Cig Outcomes Demo Admin Administrator S A QueueMetrics call center monitor Cfg Pauses Agents for queue 300 Main Wrap Spill v While you are at it 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 30013011302 this means all of those queues at once e Main agents as Agent 200 and Agent 201 Lowa research y Create agents Loway QueueMetrics version 1 5 1 Mozilla Firefox File Modifica Visualizza Cronologia Segnalbri Strumenti 2 lt XB om http 10 10 3 103 8080 queuemetrics am_adm cfg2_queues_edit jsp Demo Admin Administrator S F amp QueueMetrics center monitor Queue Detail Queue alias oo All Queue s 300 301 302 Wrap up time sec Announcement sec Visibility key Call flow Inbound calls Shown on front page Yes Chat group Main agents agent 200 agent 201 Wrap agents Spill agents Attention levels Yellow alarm Red alarm Number of calls in queue Number of agents on call If all OK the queue configuration page should look like this Loway QueueMetrics version 1 5 1 Mozilla Firefox File Modifica Visualizza Cronologia Segnalbri Strument 2 lt
23. e logs en closing your precious queue data will be deleted periodically See Common problems and solutions at the end of this tutorial to turn off log rotation Installing QueueMetrics on a different server Installing on a different server can be a good idea if your call center has over 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 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 Install gloaderd on the TrixBox server When you re done go to the TrixBox server and edit the file etc sysconfig qloaderd It should look like PARTITION P001 QUEUELOG var log asterisk queue_log LOGFILE var log asterisk qloaderd log LOCKFILE var lock subsys qloaderd PIDFILE var run qloaderd pid MYSQLHOST localhost MYSQLDB queuemetrics MYSQLUSER queuemetrics MYSQLPASS javadude Edit the variables VYSQLHOST MYSQLDB MYSQLUSER MYSQLPASS to point to the new Queue Metrics server Then isssue the command etc init d qloaderd restart Loway research Configuring TrixBox or AsteriskNOW And 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 poi
24. eeeaeeeeaeeeeaeeneeaeenes 21 Can I track inbound and outbound activity at once 0 0 eee eee e cece eee neeeeeeeneees 22 Configuration Changes icsse ces ae ee dds ie a oe a e ts weeedbansWoovaayeeccossdes cues 22 Changes to the Asterisk configuration e ccc ceee cece cece ce eece cece cece cena cen eeneeeeeeeeees 22 Changes to the Trixbox configuration 2 0 0 0 0c cece cece cece cece cece nce eeeeeeeeeeeeeeeeeeeaees 23 Changes to the QueueMetrics configuration cece eee cece ce eeceeece ence eeeeeeeeeeeeeeaees 25 Placing Calls cists cucheisseccc35 ae seed ate hens E EE E ES EE AEE SESS EE 26 Gall listening cien i ern e a E T E E A E E E E AEE S 28 4 Getting more Orma ON sasoin reseo ser E A E D E S ites E EEE E i Geese 30 Getting a QueueMetrics temporary licence s esseeesseerrseesrrreesrrrrerreersrrerreresrrreesreerert 30 Getting help ersero ce En EEEE Sones dees hb E tees aod bedi eee 30 Common differences between TrixBox and AsteriskNOW 00 00 ccce cece cece ceee ee eeceeeee tenn eenee 30 Common problems and Solutions cess cece ce ee ce nce eceeeceeeceeeeeeceeeeaeseaeseu seas eeaseeaes 31 Avoiding queue_log file rotation sssri sernir cece cece Es ESES EEPE ceca sean eeu eeneeeneeeenees 31 Stopping and starting QueueMetrics 2 0 0 eee cece ce eeceeeceeeceeeeaeeea seca eeae sean eegs 32 Setting QueueMetrics memory limits eee ee ee cence ea eeca cece eeae een eeneeennees 32
25. ekly along with the other As terisk 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 work be ing performed by your call center and you surely want to keep that data in a safe place for cross period analysis The queue_log file is not automatically rotated daily or weekly by the standard AsteriskNOW distribu tion You should skip this step 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 var log asterisk log 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 and Qloaderd e Make a backup of all gueue_log files e Rename the existing gueue_log to queue_log now e Execute the following commands this example is for 5 leftover pieces you may find a different num ber on your system cat queue_log cat queue_log
26. eli Recordings Help Fis 00 Queue System Status Add Queue Module Admin Extensions Queue Number 350 Feature Codes Queue Name OUT CallBack General Settings Queue Password Outbound Routes CID Name Prefix lalaan Wait Time Prefix Administrators Alert Info Static Agents Inbound Routes Zap Channel DDs Announcements Blacklist Callen Lookup Sources Extension Quick Pick pick extension DayNight Control Queue Options Save and apply changes Server time 00 45 07 Admin mode sv tsh English v Add Queue 300 Support EN 301 Support ES 302 Helpdesk This queue is to be used only as a placeholder to keep track of agent availability status and will never process any actual call Testing the new configuration At this point try dialing 8123456 from one of the extensions this tries dialling the PSTN number 456 on campaign 123 Even if you get an error and this is very much likely as 456 will not be a valid PSTN number if you look at the end of the file var log asterisk queue_log you will see that a few lines have been appended e g 1179399430 1179399430 13 q 123 NONE ENTERQUEUE 456 1179399430 1179399430 13 q 123 NONE ABANDON 1 1 0 This means everything is in place and working If now you run a successful call through it the log will look something like 1179822810 1179822810 22 q 123 NONE ENTERQUEUE
27. em Uptime 3 hours 56 minutes Queues Asterisk Uptime 3 hours 55 minutes Ring Groups Last Reload 0 minutes Time Canniitinne When using AsteriskNOW e Select FreePBX Administration e Enter admin and admin as credentials DER swatch e Apply Configuration Changes System Statistics Processor Load Average fru Memory a devishm Networks eth0 receive ethO transmit Server Status Asterisk Op Pane MySQL Web Server Lowa research y Creating inbound queues 10 You should see the FreePBX system tatus screen Creating inbound queues Click on Queues and create a new one with the following parameters 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 trixbox Admin Mode Mozilla Firefox Bie Modifica Visualizza Cronologia Segnalibri Strumenti 2 Server tme 00 05 16 trixb ox ce Admin mode swatch The Open Platform for Business Telephony System Status Packages PBX System Settings Admin Reports Panel Apply Configuration Changes i Ae Queue 300 English Delete Queue System Status ystem Statu Add Queue enone a OOOO UUO 300 Support EN moe 301 Suppor ES Feature Codes Queue Name Suppot EN 302 Helpdesk General Settings Queue Password Outbound Routes CID N
28. ent keys Created by Last update Save Back New 0 Agent is a known member of the following queues No queues defined The Agent Queve association can be edited from the Queue editor Loway QueueMetrics version 1 5 1 Mozilla Firefox Fie Modifica Visualizza Cronologia Segnalibri Strumenti lt gt X om http 10 10 3 103 8080 queuemetrics am_adm cfg2_agents Jist jsp Demo Admin Administrator C r 82 Your Logo QueueMetrics S call center monitor P Home CfgUsers Cfg Queues Cfg Outcomes CfgPauses Cig QA Known Agents Configuration Filter Search Create New Agent code t Description Location b b Supervisor Key Agent 101 John Doe 101 Man Agent 102 Mke Boo 102 Other Agent 200 My agent 200 Agent 201 My agent 201 Agent 202 My agent 202 Create New Loway Loway Research Now you should edit the queue agent association that is select which agents can work on which queues Loway research Create agents 14 Just click on Cfg Queues choose queue 300 Agents Loway QueueMetrics version 1 5 1 Mozilla Firefox i Modifica Visualizza Cronologia Segnalbri Strumenti lt C fr om http 10 10 3 103 8080 queuemetrics am_adm cfg2_aqueues_agents jsp Home CfgUsers CfgQueues CfgAgents Cfg Locations Agent code agenv101 agent 102 agenv200 agent201 agent202 Make sure that the following settings are implemented Description John Do
29. g Java memory requirements Installing the SSH Java client in Trixbox If you do not have a SSH client available you can install one in TrixBox itself by following this proce dure e Use a web browser and go to hAttp 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 Pro cess button at the bottom of the page e The system will ask you for confirmation go ahead and install the module If FreePBX shows an orange label stating that changes must be applied click on it and apply them From the left hand menu now select Tools e You should now find Java SSH and click on it Loway research Installing the SSH Java client in Trixbox 33 A terminal window will open it may take a while waiting for the Java client to load Loway research
30. home or office PBX This tutorial was made for TrixBox 2 8 and its derivatives but applying it on different versions should be in any case trivial You can follow this guide completely while having your PBX running so there is no need for a pro longed 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 Software versions The following tutorial was created using the following set of software e TrixBox CE version 2 8 0 4 e Asterisk version 1 6 0 26 FONCORE r78 e FreePBX core version 5 5 2 4 e QueueMetrics 1 6 1 or for AsteriskNOW e AsteriskNOW version 1 5 0 e Asterisk version Asterisk 1 4 24 e QueueMetrics 1 5 1 There may be minor differences caused by minor revisions of the software if you have a different ver sion installed Tutorial organization This tutorial is split into two separate parts one for inbound and the other one for outbound They can be implemented separately though system wide changes are explained only for inbound to avoid duplica tion For each queue campaign for both inbound and outbound we will show how to e Define it in TrixBox and QueueMetrics Loway research Tutorial organization e Associate agents e Have agents use their QueueMetrics agent page e Run statistical reports and real time
31. ics com faq jsp are a collection of common solved prob lems 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 prob lems 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 Common differences between TrixBox and As teriskNOW We summarize here the main differences we can find installing AsteriskNOW instead of TrixBox e The default MySQL password is empty in AsterisNOW and is passwOrd for TrixBox e When installing the qloaderd yum reports a warning message related to a GPG import process you can confirm the message pressing y and the install process will continue e The default administration credentials for AsteriskNOW freePBX GUI are admin as user and admin as password e The queue_log daily or weekly file rotation is disabled in AsteriskNOW Loway research Common problems and solutions 31 Common problems and solutions Avoiding queue _log file rotation With a standard TrixBox install the gueue_log file is rotated daily or we
32. l support versus commer cial support line 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 op timize the use of available personnel 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 Loway research Prerequisites 2 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 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 both inbound queues and outgoing campaigns and the proper agent setup to handle them successfully Prerequisites To follow this guide you will need an already installed reasonably modern TB or AsteriskNOW in stance It may be your
33. mal call There are two reasons why outbound call center calls are different from casual calls e They are made as a part of one or more ongoing campaigns and not one by one as they come e You want to be able to distinguish them from casual calls made for different purpouses That s why in our example we use a prefix model where the agent dials a specially formatted number where he specifies the campaign code e g in order to dial number 012345678 for campaign 987 he di als 8987012345678 as in e 8 means outbound campaign dialling different from your extenal prefix that is usually 0 or 9 e 987 is the campaign code e 012345678 is the number to be dialled As this procedure is complex and error prone QueueMetrics offers a web interface that makes it trivial you just select the campaign from a drop down list and enter the number to be dialled How do 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 avail able 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 How is outbound acti
34. monitoring e Keep recordings of all calls made and play them back as needed e Listen 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 Queue code Campaign Direction Agents work Extensions name ing on it 300 Support EN Inbound 200 and 201 400 and 401 301 Support ES Inbound 200 400 302 Helpdesk Inbound 201 401 350 Callback Outbound 200 201 and 400 401 402 202 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 track their activities properly Loway research Chapter 2 Running an inbound call center In this example we will show how to install QueueMetrics on the same server using MySQL storage and configure everything to have a working system Setting things up should require about 30 minutes QueueMetrics is a full fledged call center monitoring solution see http queuemetrics com It is an in dustry proven commercial product that is available free of charge to smaller call centers home users and SOHO s and is used in a large number of call center worldwide including installations with hun dreds of agents online Logging in into TrixBox If you have a SSH client or can access the system console i e the attached keyboard and monitor if
35. n 28 agent custom dial exten gt 28 1 Answer exten gt 28 2 NoOp QM Agent Custom Dial exten gt 28 3 Set QDIALER_QUEUE S OUTQUEUE exten gt 28 4 Set QDIALER_NUMBER S EXTTODIAL exten gt 28 5 Set QDIALER_AGENT Agent S AGENTCODE wa lt Loway research Changes to the Trixbox configuration 23 exten gt 28 6 Set QDIALER_CHANNEL SIP QDIALER_NUMBER exten gt 28 7 Set QueueName QDIALER_QUEUE exten gt 28 8 MixMonitor Q QDIALER_QUEUE UNIQUEID WAV b exten gt 28 9 Goto qm queuedial s 1 exten gt 28 10 Hangup This is used by the web interface for assisted dialling Make the same change to the QDIALER_CHANNEL variable that you made in the previous context As a last change add the following section to the dialplan check if it s not already present extension 14 makes remote monitoring possible for OUTBOUND CALLS exten gt 14 1 Answer exten gt 14 2 NoOp QM _AGENT_CODE QM_AGENT_CODE exten gt 14 3 No0p QM_EXT_MONITOR QM_EXT_MONITOR exten gt 14 4 NoOp QM_AGENT_EXT QM_AGENT_EXT exten gt 14 5 NoOp QM_LOGIN QM_LOGIN exten gt 14 6 ChanSpy Local QM_AGENT_CODE 6 from internal exten gt 14 7 Hangup This makes it possible to do live listening of outgoing calls Changes t
36. nnels true callfile agentlogin enabled false callfile agentlogoff enabled false default hotdesking 86400 These changes mean use the SQL storage model see below e use the correct credentials to access the Asterisk manager e rewrite dynamic channel names to the Agent XXX format e turn off the buttons for old style agent log on and log off e use Hotdesking Testing the installation To test that everything is okay you ll have to point your browser to the address hitp myserv er S080 queuemetrics and you should see a screen like the following one Loway QueueMetrics version 1 5 1 Mozilla Firefox DBR Fie Modifica Visualizza Cronologia Segnalbri Strumenti 2 7 Your Logo QueueMetrics center monitor User Logon Login demoadmin Password eee Language English Log In Please ask your system administrator for the correct credentials to access this instance of QueueMetncs Loway 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 as uder demoadmin password demo Loway research Letting QM speak to Asterisk 7 Letting QM speak to Asterisk If you run on Asterisk 1 6 you need to also give the originate permission to QueueMetrics nano etc asterisk manager conf Add the originate permission in both read and write lines admin secret amplll deny 0 0 0 0 0 0 0 0 permit 127 0 0 1 255 255 255 0 read system c
37. nstalling QueueMetrics on a different Server eee ceeeeeee eee c eee ce een eeueeeneeennees 8 Configuring TrixBox or AsteriskNOW 00 00 00 cee cee cece ce ee ce eeceeeceeeea seen seca tena seas eeueeeneeennees 9 Creating inbound queues ferrero cione eeii e a get bea dadaedatts a EE 10 Create ext nsSionS eis ere E S heh WA tin Le a eet 10 Configuring QueveMetrics sissors menesi ches sis dobar EE PESEE ATES PEE E EEOSE EEEE SPEIER TERTS EE EPRE 11 Import queue defimitions mehes E E EA E EERE ERE EEE EEE ES 11 Create agents ierre e TE a EE EEEE E EE EA E EEE 12 Creating USERS oira e i oE EE E E E EEO EEE EEA K N EEEE EEO EEE ks 16 Running Qu ueMetticS sis ressos es tripos eiee i OE csv puasu ses PR PPSI E ERE ES PETIERE r SEEI PEGIN ES 18 Listening to calls 2250323 insiens utin EE EE AEE E EKES EE E E EEIE EA S SEEEN 19 Listening to ive inbound Calls oss s de cssvesseseeces bs onip des bea dager eamtaasd eos waphemseta ses beeades 19 3 Running an outbound call center 2 0 0 0 eee cee cence eee ce ee ceeeca ceca ceca sean eeae eens eeneeneeeeeeeees 21 Some things you should know about outbound 2 0 0 cece cence cece cece ceca ceneeeneeeeeeeeees 21 Why is an outbound call different from a normal call 20 0 0 eeeeeee eee eeeeer teen eres 21 How do I keep track of outbound agents ecceeeeceeeeeceeeeeceeeceeeeeeereeanereeeeneees 21 How is outbound activity tracked 2 0 0 0 eeecee cece eee eceeeeeeecae
38. nt to the Asterisk server and on the As terisk server itself allow for 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 act funny e g by specifying negative wait times In order to avoid this you should install ntpd on both servers Configuring TrixBox or AsteriskNOW Point your browser to your TrixBox or AsteriskNOW server you should see a welcome screen When using TrixBox e Click on User mode switch e Enter user maint and password password as credentials e Click on PBX PBX settings You should see the FreePBX welcome screen trixbox Admin Mode Mozilla Firefox fie Modifica Visualizza Cronologia Segnalbri Strumenti 2 trixbex The Open Platform for Bu System Status Packages PBX System Settings Help Adma Reports Paneli Recordings Help Tools System Status Notices System Status Module Admin d efault Default Ast Extensions O Noe Feature Codes o i General Settings show all Outbound Routes dae Statistics Administrators Inbound Call Control Inbound Routes Total active calis Intemal calls External calls Zap Channel DDs Total active channels Announcements Connections Blacklist CalleriD Lookup Sources DayiNight Control Uptime Follow Me MR Syst
39. o the Trixbox configuration Go to FreePBX Add custom trunk Create a new trunk with the following parameters Custom dial string Local OUTNUMS queuedial n Leave all other fields blank trixbox Admin Mode Mozilla Firefox file Modifica Visualizza Cronologia Segnalbri Strumenti 2 mamma Apoo ue pn Tools Add CUSTOM Trunk English System Status General Settings Add Trunk Trunk ZAP gO Module Admin Outbound Caller ID Feature Codes Never Override CallerID General Settings Maximum Channels Outbound Routes Disable Trunk Trunks Monitor Trunk Failures Administrators Outgoing Dial Rules Inbound Routes Zap Channel DDs Dial Rules Announcements Blacklist CalleriD Lookup Sources DayNight Control Clean amp Remove dupicates Dial Rules Wizards pick one Outbound Dial Prefix Outgoing Settings Time Conditions Time Groups Internal Options amp Configuration Conferences Custom Dial String Local SOUTNUMS queuedial n Gizmo5 Integration Submit Changes Languages lt Completato Loway research Changes to the Trixbox configuration 24 Save the new trunk Now you have to create a route to use our trunk Click on Outbound routes New route and use the following parameters e Route name QueueDial e Dial patterns 8 this means all dialled extensions that start with 8 match this route Trunk sequence select Lo
40. 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 Runn ing QueueMetrics You can run QueueMetrics in many different modes As an analytical package it lets you see who did what in your call center how many calls were pro cessed the response times agent sessions etc It produces over 150 different stats and it s fully docu mented 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 be haviour of your agents over time As a real time monitor QueueMetrics lets you see what is going on in real time just select an entry from the queues list and click on Real time monitoring Loway research Listening to calls 19 e As a wallboard it runs a special screen meant to be used with a large screen or video projector it can be set up so that it s usable from a stand alone Linux box e As an Agent s interface it will provide your agents with a set of functions that will help them inte grate with external CRM apps and perform their tasks mo
41. re efficiently It also includes a specialized Firefox app called AGAW that acts as a real time awareness of the general situation for agents e As a data source QueueMetrics will interact with external programs using a standard XML RPC in terface and provide them with high quality data for further processing We suggest that you have a look into the QueueMetrics User Manual to make the most of the wealth of information that QM can provide Listening to calls We configured the system to record all calls in format WAV49 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 magnifying glass icon click on the audio file Home Answered Unans Area Detail of answered ca Report Details Atomic queue s considered Period start date Period end date Total calls processed Area analysis Return Queue details gt Export as gt Date Caller Queue Wait 03 06 201 300 0 05 00 15 51 03 06 201 301 0 03 00 18 52 Att Distrib Original position Disconnection cause Transferred to Demo Admin Administrator F 3 QueueMetrics call center monitor Outcomes All DER Agents Call Detail Mozilla Firefox http 10 10 3 103 8080 queuemetrics qm pop Call detail Track QA 1236316551 8
42. unning 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 mind set 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 cus tomer service if it always answers on the very first ring And how do you know if your technicians actu ally 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 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 In most cases 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 technica
43. vity tracked Outbound activity is tracked just like inbound that is 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 show in the Agent field For lost outbound calls the agent field will be displayed Loway research Can I track inbound and outbound activity at once 22 Can I track inbound and outbound activity at once Yes QueueMetrics lets you track both inbound and outbound activity at once on a queue by queue ba sis This is very useful e g in the realtime monitoring so that on a single page you see all of your agents and their current activities or in the reports to see the total talk time or number of calls related to an agent This gets to 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 receiv ing 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 Configuration changes Changes to the Asterisk configuration The first thing you have to do is to specify how yor outgong calls are going to be placed using an exter nal analog line or T1 or maybe a direct SIP trunk Edit the file etc asterisk queuemetrics_extensions conf and look for the following piece of dialplan
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