Running a small call-center with QueueMetrics Espresso
Contents
1. Enter admin and admin as credentials You should see the FreePBX system status screen Create inbound queues Click on Queues and create a new one with the following parameters e Queue number 300 e Queue name Support EN e Ring strategy rrmemory e Call recording wav49 Leave all other settings blank Click on Apply configuration changes Continue with reload Loway research Configure the PBX 6 You should see a result like the following one Server Ome 00 05 16 T r xD ce Admin mode swatch The Open Platform for Business Telephony System Status Packages PBX System Settings Help m aia SEREA p ol QAGHIAG Repos Panel Recordings Help Tools Queue 300 English Delete Queue Sysiem Status Add Queue Module Admin E dit Queue 3005 AEN Basic De EEE WA SLIP pO Extensions 301 Suppor ES Feature Codes Queue Name Suppor EN 302 Helpdesk General Setlings Queue Password Outbound Routes CID Name Prefix Trunks Ss Wait Time Prefix No Administrators Alert Info es Inbound Routes Zap Channel DDS Announcement Blacklist Fini les eel Extension Quick Pick pick extension _ Daylight Control Follow Me Queue Options QUEUES Ring Groups Agent Announcement None 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 asso ciate them to three physical or software phones T2. 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 Ne s 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 eT Demo Admin Administrator F i Your Logo QueueMetrics call center monitor psms 1 i Home Source gt Agents gt Users gt Queues gt Summary gt Ready This wizard will import agent users and queue data irom the existing Asterisk configuration Please select the source data location you want to use File Fal Agents conf ete asterisk agents conf Queues conf ete asterisk queues conf Users conf optional ete asterisk users conf Queue log var log asterisk queue_log Loway Follow the wizard until complete Demo Admin Administrator S F G Your Logo QueueMetrics call center monitor prttttss i i Source gt Agents gt Users gt Queues gt Summary gt Ready Below is the list of completed operations and their result status Click on Next button to go back to main QueveMetics page Id Full name Type Server Operation type Operation result a0 Queue Add Ok az Queue Add Ok W1 Queue Add Ok Next gt Loway rereare g At this point queues 300 301 and 302 have been created Create agents We now ha
3. pace OK AsteriskNOW The queue_log file is not automatically rotated daily or weekly by the standard AsteriskNOW distribution Please note that the queue module has to be installed before installing QUeueMetrics with espresso otherwise the gload erd should be restarted manually after the queue module installation AsteriskNOW is a registered trademark of Digium Inc SAA E a a A OK Transfer and Call Hangup from the re altime page are not supported with Asterisk 1 4 OK Transfer and Call Hangup from the re altime page are not supported with Asterisk 1 4 OK Please note that Tomcat is very slow to start up and shutdown Transfer and Hangup call from the realtime page are not supported with Asterisk 1 4 2 0 6 2 1 Not supported Loway research FreePBX 19 FreePBX Fess Stat Thirdlane Thirdlane is a bit different from FreePBX based systems It still can be configured through Espresso but a few things are different The first is that Thirdlane has the concept of TENANTS that is everything you do is linked to a tenant For example if you create SIP extension 200 it will actually be called SIP 200 t1 where t1 is your ten ant code A single tenant instance of Thirdlane will use a defaut tenant called thirdlane So in order to make QM work you need to follow the rules below e Tenant codes should be all lowercase Uppercase ones might not work e When you log in an agent through an extension the extens
4. code you used in the agent definition so e g for extension 200 you would use Agent 200 Go to Home page Edit QueueMetrics settings Administer users Create a new user e Login Agent 200 e Password You choose e Real name The person s name e Enabled Yes e Class AGENTS Warning Make sure that the class is set to AGENTS and not e g ADMIN or they will logon as administra tors Loway research Configuring QueueMetrics 11 a Demo Admin Administrator a Your Logo ee call center monitor z Home CigUsers Cfg Queues Cfo Agents Cig Locations Cig Outcomes Cig Pauses Cig Q User Detail User Id Login Agent 200 Password 999 Real name My agent 200 Enabled Yes be E mail Masterkey No w Class AGENTS User keys Number of logons Last logon Comment Taken Create entries for extensions 201 and 202 as well At the end the user list should look like the following picture call center monitor j Demo Admin Administrator 0 a Your Logo QueueMetrics Home CfgUsers CigQueues CfgAgents CfgLocations CfgOutcomes CfgPauses Cig QA System Users Filter Search Create New Show Classes 1 Login Real name Enabled Class User keys Agent 101 John Doe Yes AGENTS rd Agentio2 Mike Boo Yes AGENTS F Agenv2oo My agent 200 Yer AGENTS F Agenv2o1 My agent 201 ves AGENTS F Agentz02 My agent 202 ves AGENTS F demoadmin Demo Admin Yes ADM F demosupervigor Super Visor No SU
5. faster on it If your database is very large this may take a while to run Testing your new call center Configure the PBX Point your browser to your PBX server you should see a welcome screen When using TrixBox e Click on User mode switch e Enter user maint and password password as credentials e Click on PBX PBX settings You should see the FreePBX welcome screen Server Ome 23 57 44 ka E xd ox cai Admin mode swatch i Open Platform for Business Telephony System Status Packages PEX System Settings Help Damm Repons Panel Recordings Help system Status English Notices System Statistics Detault SOL Password Used Processor ania TEU He a en ee re ae ey Default Asterisk Mana jer Password Used B load Average O77 Extensions No email address for online update checks fru av Feature Codes 50 New modules are available BG Memory General Settings lt how all BE sory ais Outbound Routes Swap on Lt Statistics Disks Adm inistrators Total active cali 0 agh Inbound Roues E es External calls evishr o Saied Total active channels o To 5 i salimen Connections Blacklist ethd receive 0 43 KBR CalleiD Lookup Sources st alain DayNight Control Uptime Follow Me Server Status nT S S System Uptime 3 hours 56 minutes Asterisk or Asterisk Uptime 3 hours 55 minutes Op Panel OK Ring Groups Last Reload 0 minutes MyCOL KO When using AsteriskNOW e Select FreePBX Administration
6. help lf you are still having problems installing or running QueueMetrics on FreePBX we suggest you check out the fol lowing resources Loway research Supported PBXs 18 The QueueMetrics User Manual is the definitive guide to QueueMetrics It explains all the features graphs re ports and configuration options at length You can read a browsable version at http queuemetrics com manu als QM_UserManual chunked 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 get ting 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 A Supported PBXs Elastix The following versions of Elastix have been tested with Espresso OK Hotdesking Asterisk 1 8 automated in stallation 2 3 0 beta2 OK Hotdesking Asterisk 1 8 automated in stallation TrixBox mew Sa 2 6 X X OK Transfer and Call Hangup from the re altime page are not supported
7. of charge to smaller call centers home users and SOHOs and is used in a large number of call centers worldwide including installations with hundreds of agents online at the same time Espresso will download QueueMetrics and its components and will install them on your PBX by using the yum package manager Logging into the PBX If you have an SSH client or can access the system console i e the attached keyboard and monitor if any log in as user root with password password you entered the password during system ins If not you should install the Java SSH client see Common problems and solutions at the end of t Installing using Espresso Installation using Espresso is really quick and simple First log on to your PBX through its shell you must use a root account as you will be installing new software on the system Issue the following commands wget P etc yum repos d http yum loway ch loway repo yum install queuemetrics espresso The yum command will download QueueMetrics and all of its dependencies and install them on your system This may take a while depending on your internet connection speed When asked to confirm the installation type y to proceed When the installation is complete you will have to point your browser to the address htto myserver 8080 queue metrics and you should see the QueueMetrics home page you will be asked to accept the EULA first Log in as demoadmin with password demo if you do
8. requested was dialed You call should receive the call in a few seconds My agent 200 300 P Export as Comoletato In grde fo manbain session infomation this page will reload automatically Your phone will ring and you will be able to listen to the call in progress as it s happening Outbound calls In order to run outbound campaigns in your call center you need to set it up so that agents have a procedure to place outgoing calls Why is an outbound call different from a normal call There are two reasons why outbound call center calls are different from normal calls Loway research Outbound calls 14 e They are made as a part of one or more ongoing campaigns and not on a one by one basis e You want to be able to distinguish them from casual calls made for different purpouses QueueMetrics offers a web interface that easily allows the implementation of this model you just select the cam paign from a drop down list and enter the number to be dialled How do I keep track of outbound agents As agents that make outbound calls are not technically soeaking members of a queue as there is no such thing in Asterisk as an outbound queue we have a problem trying to understand if they are available or not in the re al 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 lo
9. 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 Running QueueMetrics an introduction You can run QueueMetrics in many different modes As an analytical package that allows you to see who did what in your call center how many calls were pro cessed the response times agent sessions etc It produces over 150 different stats and it s fully documented in its user manual that can be downloaded from hitp queuemetrics com manual_list jsp you can also browse it online from the same location As a Quality Assessment package QueueMetrics lets you gather and analyze statistics on the behaviour of your agents over time As a real time monitor QueueMetrics displays what is going on in real time just select an entry from the queues list and click on Real time monitoring As a wallboard it runs a special screen meant to be used with a large screen or video projector it can be set up sto be used from a stand alone Linux box As an Agent s interface it will provide your agents with a set of functions that will help them integrate with exter nal CRM apps and perform their tasks more efficiently It also includes a specialized Firefox app called AGAW that acts as a real time overview of the general situation for agents As a data source QueueMetrics will interact with extern
10. KINOW sect oacimtnds en a a E E 18 PEX ia Fido a a r a E a ac ete ee 18 PICCR DX erena a a a r E E A r A E A 19 MIMIC ANG eiaa R a a E N sins 19 Whal my PBXs NOVOME JISU iieiea r anes eanvegedl 19 Appendix Il Common problems and solutions 0 cece cece cece e ence eee eee ee eee eene eee e esse eeeeneennnnneeees 19 Avoiding dusu log Tle TOlatOn 257335 neieatempedeteyariertcniasteerntieataadees Mae cass oicttewiateaieaatas 19 Stopping and Starting QueueMetrics aticecectetinssadinemesecadeet Ha aeeeancetnddedina et teach eee ea as 19 Setting QueueMetricS memory limits cece eeeeee eee e eee e eee eeeeseeeeeseeeeeeeeeeenntteeeeneennnns 19 Installing the SSH Java client in TrixboxX sisise otscenteoisavreeaccaned Man ieee eae Sid ee daa wae eae 20 Installing QueueMetrics on a different Server ccc cece cece eect eee cece eee e enn e eens eeann eee ees 20 Introducing QueueMetrics Espresso QueueMetrics Espresso is a way to install a fully configured QueueMetrics automatically on the most common As terisk PBXs that use FreePBX or a derivative as their Asterisk configuration GUI QueueMetrics Espresso natively works on the following PBXs e Elastix e TrixBox e AsteriskNOW e PBX in a Flash e FreePBX You obtain a completely configured system that supports inbound and outbound calling linking to call recordings call barging the Agent s GUI with logins logoffs pauses call completion statuses and many
11. PERVBORS f demouser Demo User ves USERS F demovisior Wisi Tor Ho VISITORS rd robot Ro Bat Ho ROBOTS rd Create New Show Classes Tip While you are in the user configuration screen take a second to change the password for user de moadmin and the other default users using default passwords in a production environment is un wise 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 an introduction 12 My agent 200 individual agents gt Of amp tour Logo QueueMetrics call center monitor Active calls for agent My agent 200 Agenti200 Agent status cannot be determined Reload now Add Member Remove Member Pause Unpause Entering at Waiting Talking CallerID Queue URL Status Transferto Outcome Call Details Signal Problem Secretary nsession information this page will peloed automatically n order fo manbai I ini FEZ ear a From this page To log in to a queue click on the Add Member button select your queue enter your local extension and con firm To log off of all queues click on Remove Member and select All selected again you will be logged off ina few seconds An agent can pause and record his her pause status as one of the predefined pause codes e g Lunch Option al break etc When taking a call the agent will be able to mark a
12. Running a small call center with QueueMetrics Espresso Loway Revision History Revision Revision 1 10 covers Date 2012 06 01 09 52 17 L QueueMetrics 12 05 Espresso 0 11 Table of Contents introducing QueveMetrics ESPESSO ziran a EO eee nN eae bueno dene eat 1 Turning your PBX into a call center solution eik lt ssensisavaek pies oyna diter en detherdeetdtivae eden eee sites eis 1 Gall centers TOI Me very Dasi Sirra r A T A eee aie aed 2 PUCICOUISHES orisni e E r A N 2 TUOMal OFGANIZANOM smsi a r N 2 HStAlliING ESPESSO a a a a a r a a a a 3 Installing a cense KEY oeron a a Era a a a r 4 Updating QueueMetrics under Espresso esssresurrrrrrrrnrrrrrrrrrrrrrrrrrrrrrr rnrn rnrn rnrn rr nnne 4 Testing yournew callCeMer erson e EA EE O E 5 Configures IDE FBA irre e Ea E 5 Configuring Queue Meti S yie aia rann r e A r e A ares annette nde 7 Running QueueMetrics an introduction ccc eee cece cece eee eee eee eeeeeeeee eee eeeeeeeeeennnnnneenes 12 LISTENING tO Calls arnar a a N is cance E 12 OUIDOUNGCallS sinnn r E r N wae ad ennchineeaeces 13 calPlislenming orrera E a E E ee hide ented 16 Getting MOreuNIONNAllOn s1cstseectuertxseuches a A wire coat baa wae tanceeeides wee taaette 17 Geng MGI serrer teens ceeds sneer eeeamas aha pac epnds inane ects hee ae nes eae A 17 Ac Supporled PBXS terrer N r A EEA r A 18 EFAS Ue E E EEE a see S A A A EEEE T EAE N AAR A ee AAN 18 MIKO Xe ae a a a a a aE eee 18 ASICHS
13. al programs using a standard XML RPC interface and provide them with high quality data for further processing We suggest that you have a look at the QueueMetrics User Manual to make the most out of the wealth of informa tion that QM can provide Listening to calls The system is configured to record all calls in WAV49 format a derivative of GSM that is natively playable on Windows machines Therefore from QueueMetrics you simply run a report and then click on Answered navigate to the bottom of the page All calls see list of all calls found click on the magnifying glass icon click on the audio file Loway research Outbound calls Home Answered Unans Area Att Distrib Agents Outcomes All Call Detail Mozilla Firefox Aela Detail of answered Ca 1 h o 10 3 1s 8080 queuemeticsiam pop 1 Call detail Report Details Atomic queue s considered Close Track QA j 1236316551 8 Pia i i 06 03 2009 00 15 51 CES 201 Penod end date Total calls processed Original position Disconnection cause Caller disconnected Area analysis Cee CC URL Status code sale Sale Queue details b Export as Date Caller Queue Wait Attempts Code O06 an 300 005 TIT A Caller My agent 200 1 sale 00 15 51 O06 207 a1 O03 oos 1 Caler My agent 200 1 001E Although there is usually only one there can be zero or more audio files linked to a given call Demo Admin Administrator 0 FG fe Your L
14. ata set in its own database and will automatically detect file rotations if the call center process is critical to you we advise to keep a backup of those files just in case 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 Jetc init d qloaderd restart Setting QueueMetrics memory limits QueueMetrics is a complex application and it is designed to be used by multiple parallel users This means that if you have a large data set and many users running queries on it it is possible that you start getting Out of memo ry errors Loway research Installing the SSH Java client in Trixbox 20 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 Installing the SSH Java client in Trixbox If you do not have an SSH client available you can install one in TrixBox by following this procedure e Use a web browser and go to htto m
15. dministrator gt Or QueueMetrics call center monitor Date Caller Queue Wait Duration Pos Disconnection Handled Attempts Code Stints Srv by 0306 201 OUT Callback o 02 oa O Caller My agent 200 1 1 Q El 00 40 40 For live listening as well you simply follow the same procedure you did for inbound calls Go to the Realtime report e Wait for a call to be available e When it is click on the small telephone icon Enter your local extension Your Logo mn Se eiad Home Realtime Live Broadcast a Realtime call cente Queues 350 Live call monitor Reload now Hide calls Hide a Please enter your local or remote extension to Queue N agents Start ongoing call monitoring ai enincind P Agent code agent2od OUT Calback 1 Agent name My agent 200 3 Agent extension gt Export as Calls being processed Queue Caller OUT Calback 201 gt Export as Agents currently logged in Agent Extension Last logon Queue s a My agent 200 OM 00 4318 OUT Callback P Export as 5 gt Live call monitor Mozilla Fire E Bk Demo Admin Administrator S F amp QueueMetrics call center monitor ka On phone inbound n phone outbound Oo oO 1 0 0 Agent Srv My agent 200 oa Ga ay On pause Sr Last On queue call OUT Calback Your phone will ring and you will listen to the call as it s taking place Getting more information Getting
16. e 1 Create Mew Create Mew IM Supervisor Key YRS SS Now you should edit the queue agent association that is select which agents can work on which queues Just click on Cfg Queues choose queue 300 Agents Loway research Configuring QueueMetrics j r Ae Demo Admin Administrator Or G Youl Logo QueueMetrics call center monitor Home CfgUsers CigQueues CfgAgents CfgLocations CfgOutcomes CfgPauses Cig Qa Agents for queue 300 Agent code Description Main Wrap Spill agent101 John Dee 101 LJ 0O O agent 102 Mike Boo 102 LI LI LJ agent 200 My agent 200 d L agent201 My agent 201 E E agent202 My agent 202 LI E T Save Back to queues FEES Ee Make sure that the following settings are implemented e Queue 300 Agent 200 and Agent 201 e Queue 301 Agent 200 e Queue 302 Agent 201 At this stage you should also edit the 00 All queue so that you can see all your inbound activity at a glance Set e Queue s to 300 301 302 this means all of those queues at once e Main agents as Agent 200 and Agent 201 call center monitor 7 i7 l Demo Admin Administrator S 8 Your Logo QueueMetrics Home Cto Users Cig Queues Cfo Agents Cig Locations Cig Outcomes Cig Pauses Cig Q Queue Detail Queue alias oo All Queue s 300 301 302 Wrap up time sec o Announcement sec Visibility key Call flow Inbound calls v Shown on front page Yes kd Chat group Main agents agent 200 ag
17. el e A queue is the physical implementation of an inbound campaign The queue receives calls and routes them to the available agents according to a predefined logic usually FIFO for the calls and round robin for the agents In call center terminology this functionality is often referred to as the ACD Automated Call Distribution e An agent is a person working at a call center The agent is different from a casual user as an agent logs in and out in order to tell the system when he is available or not In this way the ACD searching logic minimizes agent searching time as it hardly ever has to ring up an unavailable agent An agent can be working on one or more queues whenever he is available all calls coming in to any queue he s working on will be routed to him In this tutorial we will learn how to create both inbound queues and outgoing campaigns and the proper agent setup to handle them successfully Prerequisites To follow this guide you will need a reasonably modern Asterisk based PBX installed running FreePBX It may be your home or office PBX This tutorial has been produced for TrixBox 2 8 and its derivatives but applying it to different versions should be rather trivial You can follow this guide completely while having your PBX running so there is no need for any prolonged down time 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 ho
18. elds blank Loway research Outbound calls 15 i Breese Demo Admin Administrator 0 se d fe Your Logo QueueMetrics call center monitor Home CigUsers CigQueves CigAgents CfgLocations CigOutcomes CfgPauses Cig QA Queue Detail Queue alias OUT Callback Queue s 350 Wrap up time sec Announcement sec o Visibility key Call flow Outbound calls Shown on front page Yes ka Chat group Main agents agent 200 agant 201 agent 202 Wrap agents Spill agents Attention levels Yellow alarm Red alarm Number of calls in queue Number of agents on call Number of agents waiting Save and go back to the main page Tip 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 separately See also Can I track inbound and outbound activity at once Placing calls In order for an agent to place a call he she must logon as an agent and go to the Agent s page Log onto queue OUT Callback using the Add member button es My agent 200 Individual agents a amp Your Logo QueueMetrics call center monitor Avent activities Mozilla Firefox Ce pr agent My agent 200 Agent add me mber i Agent is currently begged off Agent s code 200 Member Remove Member Pause Unpause Agent s queues iOUT Callback Entering at Queue URL Status Transfer
19. ent 201 Wrap agents Spill agents Attention lewels Yellow alarm Red alarm Number of calls in queue i 25 If everything has been done correctly the queue configuration page should look like this Loway research Configuring QueueMetrics 10 i 2 Demo Admin Administrator Of B Your L020 QueueMetrics call center monitor Home Cto Users CfigQueves Cfg Agents Cig Locations Cig Outcomes Cig Pauses Cig Q Queues Configuration Filter Search Create New Alias Queues s Wrap Ann Key F P Agents E 00 Al 300 301 302 Os Os 2 0 0 F 300 300 Os Os 2 0 0 F 3j 301 Os Os 1 0 0 sF amp mw 02 32 Os Os 1 0 0 F gprs qusus dps Os Os 2 0 0 F O Test qu ue test Os Os 2 0 0 F Create New Notice that Agents column shows the number of agents defined as 2 0 0 that is to say 2 agents as Main Level 0 as Wrap 0 as Spill Create users The configuration so far is enough for running reports This gets to be a problem if the number of queues and agents is higher than it is in this example you can never tell if all agents are logged on to their correct queues and your agents often cannot either QueueMetrics helps you in this by offering the so called Agent s page which is a specialized page from which agents can log on log off pause see calls processed and also do other activities In order to enable this you have to create a logon for each agent that perfectly matches the agent
20. g off from them This will cause no problem with As terisk but will make your life easier when monitoring the call center How is outbound activity tracked Outbound activity is tracked just like inbound e The wait time for a call will be the call set up time e The talk time will be the conversation time e The caller id will be the called number The calling person will be shown in the Agent field For lost outbound calls the agent field will be displayed 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 basis 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 ac tivities or in the reports to see the total talk time or number of calls related to an agent This can be misleading when running reports because the wait times and lost call ratio of a mixed in bound outbound queue are meaningless this is because you do control wait times when receiving inbound calls but you cannot do the same when calling outside callees will answer if and when they please So be careful when doing this Changes to the QueueMetrics configuration Log in to QueueMetrics and go to Edit queues Create a new queue with the following parameters e Queue alias OUT Callback e Queue s 350 e Call flow Outbound calls e Main agents Agent 200 Agent 201 Agent 202 Leave other fi
21. hey should be named 400 401 and 402 Server Ome 00 08 05 The Open Platform for Business Telephony System Status Packages PBX System Settings Help i G Dmi Reports Panel Recordings Help E Apply Configuration Changes eee Add SIP Extension Engish Se ____ Add Extension ae zane Add Extension Agent 200 lt 200 gt Feature Codes User Extension 201 General Settings Display Name Agent 201 Outbound Routes CID Num Alias Trunks SIP Alias Administrators Extension Options Inbound Routes Zap Channel DIDS i en Announcement Outbound CID Blacklist Ring Time Default CallenD Lookup Sources Call Waiting Enable i Day Might Control Call Screening Disable Follow Me Emergency CID WA Queues Assigned DID CID Ring Groups Once this is done apply configuration changes and try placing some test calls to make sure that all phones are working Note The picture above reports extensions 200 and 201 You need to generate extensions 200 201 and 202 only if you don t want to enable hotdesking In this case we assume that agents with code 200 will answer calls from the extension 200 and so on To explain how the hotdesking funcionality Loway research Configuring QueueMetrics 7 could be implemented you need to define the extensions 400 401 and 402 instead of the 200 and 201 Configuring QueueMetrics We now have to configure QueueMetrics to use the newly defined queues and agents Go to http 10
22. ion should be entered as 200 11 not just 200 All queues are called queuename tenant So queues sales t1 and sales t3 are two distinct queues used by two distinct tenants In order to enable inbound and outbound chanspy from the real time page you should define a tenant code for each agent you will enter this in the CURRENT TERMINAL field for the agent So if Agent 101 works for ten ant t3 you should enter t3 in the Current Terminal field for Agent 101 Thirdlane 2 2 MTE OK Transfer from the realtime page is not supported What if my PBX is not on the list If your version of the PBX is not listed on the tables above and installation fails you should contact Loway so that we can make a new release that addresses your issues Once the new version is released you can re apply it on your system by issuing the command yum update queuemetrics espresso And wait for its completion Appendix Il Common problems and solutions Avoiding queue _log file rotation On most Asterisk PBXs the queue _ og file is rotated daily or weekly along with the other Asterisk logs found in var log asterisk The queue_log file contains essential information on how the call center is working It is used by QueueMetrics to report on the status and the actual work being performed in your call center and you surely want to keep that data in a safe place for cross period analysis Although QueueMetrics keeps its own copy of that d
23. n t see any errors then your system is correctly configured Tip i Check in Appendix Ifor specific information about your PBX e g how to log on or special issues you should address Loway research Installing a license key 4 Installing a license key QueueMetrics ships with a default free license that allows usage of up to 2 agents at once this may or may not be enough for you to run a complete test of the product We suggest you ask Loway for a free unlimited agents demo key by filling in the form located at x ft 8 Web queuemetrics com sendDemolLicence jsp A Cerca con Google p 5 QueueMetrics call center monitor HOME QUEVEMETRICS SUPPORT We believe that the best way to get a hold of what QueueMetrics is and how useful itis for you is to try it with your own production system That s why we five a 3o day free evalutation key that you can use freely 10 Just fill in the following form to request a free evalutation key Mandatory information First Name Surname Company Address Town Country Telephone no E mail address Retype e mail address Optional information Once you receive the license key by email you can install it simply by logging on to QueueMetrics as demoad min selecting the License page and clicking on Install new license key 7 oe Demo Admin Administrator JA S O a our Logo QueueMetrics call center monitor Se ee Softwa
24. nt is currently logged on queues 360 Reload now Add Member Remove Member Pause Unpause Dial Entering at Waiting Talking Caller ID Queue URL Status Transferto Outcome O08 00 40 40 002 Ono 201 OUT Calback i OWS 00 27 54 0 03 104 201 300 Termnated i ODS 00 28 41 0 03 027 201 300 Termnated i ODS 00 26 21 0 02 007 204 300 Termnated i O36 00 25 07 0 04 O42 204 300 Termnated O36 00 24 03 0 03 0 35 201 300 Termnated i 0306 00 18 52 0 03 0 08 204 301 Termnated 0306 00 15 51 0 05 117 201 300 Tarmmnated salz Sale F Call Details Signal Problem Secretary In order io mantain session infennation this page will reload automatically As always the Pause and Status keys can be used as 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 Loway research Getting more information you LOg0 Home Answered Unans A Detail of answered Report Details Atomic queve s considered Pernod start date Period end date Total calls processed A sac 2 sec Original position Disconnection cause ransferred to Caller disconnected Queue details P Export as 8 0 _agenty200 17 Demo Admin A
25. ogo QueueMetrics call center monitor Stints 13 n Srv By listening to the audio recording of a call you can easily implement a Quality Assessment process to review the quality of each agent s work Although this topic is not a part of the scope of this guide it is not to be overlooked and is discussed in detail in the User Manual Listening to live inbound calls It is sometimes nice to be able to listen to live inbound calls as they happen while the agent is still on the line with the caller QueueMetrics makes such a task extremely easy Go to the Realtime page in QueueMetrics and wait for a call to be available when it is click on the small tele phone icon and enter your local extension Realtime call center monitoring 00 28 22 Queue s 300 3011302 Reload now Live call monitor Mozilla Fire Olx Show any agent Location b http 10 10 3 12103 8080 quevemetrics gmipap Queue Unk Bsy N Calls waiting On phone inbound On phone outbound al selected Live call monitor 2 o o o 300 0 0 o i 0 PExpor as Please enter your local or remote extension to start ongoing call monitoring Calls being proce Queue Agent code agenten Waiting Duration Agent Srv Agent name My agent 200 30 0 25 My agent 21 300 Ga 0 03 0 25 My agent 200 ao a Yi xtensi 202 b Export g F our extEnNnSIONE Agents currently Close Agent Extension On pause Srv Last On queve The extension you
26. other fetures Turning your PBX into a call center solution You probably already know that using one of the above mentioned Asterisk distributions you can install a fully fea tured 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 Loway research Call centers 101 the very basics 2 However the common usage patterns of a small call center are quite different from the ones you are likely to find in a typical PBX because e Agents spend almost their whole working day being available to answer the phone as opposed to standard PBX 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 offer immediate visibility on how things are going and that can quickly identify and address bottle necks In our opinion running a successful call center is more a state of mind than a given set of telephone equipment What makes a difference is not the number of extensions queues or agents you may have it is a mindset where you consider that the customers calling in are very important and you do your best to serve them well within given budget limits Maybe you just run a small compute
27. r repair shop and have a couple of lines coming in What is the cost of having people waiting or calling various times because they cannot talk to anybody within a reasonable time What will your clients think about you On the contrary what will your clients think of your Customer Service Department if it always answers after the very first ring And how do you know if your technicians actually answer the phone when the calls come in or wait five minutes because they are doing other things These are the questions you should ask If you follow the guidelines in this document you ll find an easy way to start answering questions like these Running a call center therefore is not a matter of having multiple PRIs or special hardware In most cases you will not even need a separate box from your main PBX running Asterisk You will only need some software and a bit of configuration to set it up correctly 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 sup port lines are different campaigns though they may be staffed by the same agents e An inbound campaign is devoted to answering people calling in while an outbound campaign is made up by agents dialing out Call centers often mix inbound and outbound activities in order to optimize the use of avail able personn
28. rd PIDFILE var run qloaderd pid MYSQLHOST localhost MYSQLDB queuemet rics MYSQLUSER queuemet rics MYSOQLPASS javadude Edit the variables MYSQLHOST MYSQLDB MYSQLUSER MYSQLPASS to point to the new QueueMetrics server Then isssue the command Jetc init d qloaderd restart 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 califile dir property in order to point to the Asterisk server and on the Asterisk server itself allow Asterisk Manager AMI access from the QueueMetrics server As a last warning you should make sure that the Asterisk server and the QueueMetrics server have clocks aligned to a sub second difference otherwise the real time page may show strange information e g by displaying negative wait times In order to avoid this you should install ntod on both servers Loway research
29. re release Loway QueueMetrics 1 7 1 0 B 3550 2011 05 26 09 36 Firefox client version 0 2 2 Install now Licenced to Demo 1 7 1 0 Install new license key Maximum licenced agents 5 1 Licence expires on 2012 05 24 Show end user licence agreement o Install a new QueueMetrics key x Copy and paste your new activation code here a a Run ii Language pack W2011 05 18 12 17 System time Java Time 2011 05 27 12 19 56 lawa Timma Tana Gai Dee Copy the activation code you received by email into the license box and press Run The system will restart in a few seconds you may see a blank page if you do just try to reload Log off an on again On the License page you should see the new key Updating QueueMetrics under Espresso If a new version of QueueMetrics is released and you want to upgrade to it you can do so from the command line by issuing the following command yum update queuemetrics Note that we update the package queuemetrics not queuemetrics espresso Loway research Testing your new call center 5 The license keys configuration files and everything else are automatically retained On the first run you may be asked to let QueueMetrics update its database the process will be done automatically through a web based wiz ard When you update from one version to a newer one QueueMetrics takes a few moments to optimize the database so that queries can run
30. to Outcome 0306 00 27 54 300 Terminated t 0306 00 26 41 300 z Terminated f oaas 00 26 21 300 Terminated d ze 00 25 07 300 a Terminated A 0306 00 24 03 300 Terminated A 03 06 00 18 52 301 Terminated a 03 06 00 15 51 300 Terminated sale Sale A Al Problem Secretary In cede bo maniain session infernation this page will reload auviomatically When logged on click on Dial Enter your current extension select the campaign and enter the number to be dialled Loway research Call listening My agent 200 individual agents i Your Logo QueueMetrics call center monitor Agent activities Mozilla Firefox Sele br agent My agent 200 Dial a number E E EEE T Current amber Remove Member Pause Unpause Dial xtension Entering at Agent s queues OUT Callback Queue URL Status Transfer to Outcome O06 00 26 44 300 Terminated a oso 00 26 21 The requested action has been 300 gt Terminated OSG 00 25 07 pe rformed It may take a few 300 Terminated 8 0306 0024 03 seconds to be implemented wi EONI Drea Date 00 18 52 W1 Terminated f OOS 00 15 51 300 Terminated SH Sale i Bl Problem Secretary in erder to manisin infermaibon this pepe will elsad sutemaiieally The phone will ring when you pick it up the outbound number will be dialled While the call is in progress call progress is displayed as usual Active calls for agent My agent 200 Agent 200 Age
31. ve to tell QueueMetrics on which queues our agents will be working Edit QueueMetrics settings Edit agents Loway research Configuring QueueMetrics 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 Agent extension number without spaces or other characters Your Logo Home Cig Users Cig Queues CfgAgents Cfg Locations Cig Outcomes Agent Detail Asterisk agent code Agent 200 aaa ETa My agent 200 Agent location YNE monitoring URL Current terminal Instant messenger address SuUpeMisor Agent keys Created by Last update Save Back Demo Admin Administrator Of G QueueMetrics call center monitor Test it Test it Agent is a known member of the following queues No queues defined The AgeniiQueue association can be edited fom the Queue editor At the end the agent configuration screen should look like the following one fe Your Logo Home Cig Users Cfg Queues Cfg Agents Cfo Locations Cig Outcomes Demo Admin Administrator Ov B QueueMetrics call center monitor Cig QA Known Agents Configuration Filter Search 3 2 HE l Agent code t Description Location Term Agentii John Doe 101 Main Agentii Mike Boo 102 Other 12 Agent20 My agent 200 Agent201 My agent 201 Agent20z My agent 202 Pag
32. w to use your PBX creating extensions connecting to external lines and so on Espresso will install QueueMetrics and Qloaderd on your system by downloading them from the network so your PBX needs to be connected to the Internet during the installation Tutorial organization This tutorial is split into two separate parts one for inbound and one for outbound Loway research Installing Espresso 3 For each queue campaign for both inbound and outbound we will show how to e Define it in FreePBX and QueueMetrics e Associate agents e Have agents use their QueueMetrics agent page e Run statistical reports and real time monitoring e Keep recordings of all calls made and play them back as needed e 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 Agents work name ing on it a Support EN 200 and 201 400 and 401 302 Helpdesk Inbound fa CoN 200 201 er en 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 be able to accurate ly track their activities Installing Espresso QueueMetrics is a fully fledged call center monitoring solution see http queuemetrics com It is an indus try standard commercial product that is available free
33. yservr 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 up dates online e Under System Administration click on Java SSH and select Download and Install then click the Process button at the bottom of the page e The system will ask you for confirmation go ahead and install the module e If FreePBX shows an orange label stating that changes must be applied click on it and apply them From the left hand menu select Tools e You should now find Java SSH and click on it A terminal window will open it may take a while waiting for the Java client to load Installing QueueMetrics on a different server Installing on a different server can be a good idea if your call center has more than 20 or 30 agents and you don t want to slow down the main Asterisk box when running statistics It s very easy to do e Install QueueMetrics on the new server and install a local copy of the database e Create a rule on the new QueueMetrics database that allows for connection to MySQL from a client that is lo cated on the Asterisk server e Tell the gloaderd on the PBX to send data to the new server Go to the TrixBox server and edit the file etc sysconfig gloaderd It should look like the following PARTITION P001 QUEUELOG var log asterisk queue_log LOGFILE var log asterisk gloaderd log LOCKFILE var lock subsys qloade
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