Integrating QueueMetrics with a Fonality PBX
Contents
1. as it hardly ever has to ring up an agent that 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 routed to him 1 2 Requirements and deployment scenario In the course of this tutorial we will assume that you will be installing QueueMetrics on a different system from your main PBX this scenario offers many advantages the most important one being not loading the PBX when running very large reports but requires a distinct physical or virtual server The following steps are required perform a basic installation of QueueMetrics and its database on a separate box install a piece of software Fonloader on the PBX to send data to QM configure QueueMetrics As QueueMetrics is a complex piece of software this tutorial only covers its installation in a Fonality environment The main QueueMetrics manual applies for all that is not specified here and it can be found at http queuemetrics com manual_list jsp 1 3 Known limitations The following known issues limitations are present with the current version of the loader Audio listening it is impossible to listen to recorded files on the Fonality server No manager events you cannot send commands to the PBX over QM Agents page logon logoff buttons do not work Logins teleworker agent logins are not supported Queue exits if a queue can terminate without routing a call to2. agents e g because of a timeout the PBX does not log this correctly so such calls will linger on for a while in the realtime reports 1 4 Open issues The following issues will be fixed for this manual Time zones setting QM to handle different time zones if not in PST Chapter 2 Installation guide In the course of this guide we will use two servers their IP s as used in the examples below are 1 2 3 5 MySQL is on this server 2 1 Performing a basic QueueMetrics installation Go to the server you plan to use for QueueMetrics it is easier if you install it using a version of Linux that uses RPM as its package manager e g Red Hat or CentOS A virtual machine is fine but you have to make sure that the clock does not drift much or the real time tools might be inaccurate see below 2 1 1 Install QueueMetrics First add the QueueMetrics repositories from which all software will be downloaded wget P etc yum repos d http yum loway ch loway repo Install QueueMetrics and its dependencies by typing yum install queuemetrics Follow the on screen instructions for database installation It will create a local database called queuemetrics to which QM accesses using a MySQL user queuemetrics with password javadude Now we will create a new user that can connect to the database right from the PBX box so we type mysql mysql you may have to add a login and or a password to connect to the admin database Run t
3. Integrating QueueMetrics with a Fonality PBX Loway Integrating QueueMetrics with a Fonality PBX Loway Table of Contents iv 1 Installing QueueMetrics on a TrixboxPRO or PBXtra system mH m m meme s e enne ne nnns 1 1 4 Call centers 101 the very basics ota rer nudi t xx RA rd DIRE 1 1 2 Requirements and deployment scenario II I eI he he ehe he eme tenete en 1 1 3 Known limitations reporta RB RR da RR taana tease een 1 LEGE ETT EET 1 2 Installation gude IET 2 2 1 Performing a basic QueueMetrics installation esses mme e eme s emere 2 2 2 Install Fonloader on the PBX rrr nep rh prr Reb Rer OPER RERO NER ER RP RR esaa nieda baarien aaan 3 2 3 Configuring QUeueMSlFics dtd tend dote opes Ioue A dede ERA Re DU RESI dp dese EP ER eR dug 5 3 Frequently Asked Questions FAQs tssir ruraita nerina tte cadena ether RR indere RR weed UR 7 3 1 Q1 Can install QueueMetrics on Windows sssssssssssssss III III m meme messe e e e ems he eren 7 Revision history 0 1 First draft December 3 2009 0 2 Working RPM installation December 17 2009 0 3 Revised text
4. base extension that is not present in the stock QueueMetrics database In order to create it just enter the following commands root trixbox cd usr local fonloader2 root trixbox fonloader2 mysql u fonloader2 p h 1 2 3 5 queuemetrics fonloader2 s Entrer passo He er Installation guide The password as always is javadude Now Fonloader is ready to run 2 2 5 Configure and start Fonloader Configure Fonloader by editing the configuration file to match your system configuration nano etc sysconfig fonloader2 Edit it as follows elisa ose dl 2 53 55 dbinstance queuemetrics dbuser fonloader2 dbpass javadude partition PF You have to change the following properties dbhostis the address of the QM server dbinstance is the name of the QM database dbuseris the MySQL user to connect under dbpass is the MySQL password partition is used on clustered systems For now leave it as it is After that restart Fonloader by typing root trixbox etc init d fonloader2 restart Stopping etc init d fonloader2 OK Starting etc init d fonloader2 OK 2 2 6 Check that Fonloader is running To see whether Fonloader is running or not type root trixbox tail f var log asterisk fonloader2 log This will show you the log as it is being written to in real time To stop press Ctrl C If the log looks like this Thu Dec 17 06 59 54 2009 FonLoader2 MySQL loader Revision Ma
5. ed a tutorial to get you through the installation of a working QueueMetrics system on Windows it is available from the Manuals page on the QueueMetrics website
6. esync every minute 1 2 2 Install Fonloader on the PBX Fonloader is a piece of software that translates the PBX logs into a format that is understood by and uploads it directly to the QM database 2 2 1 Access the PBX over SSH If you have not done so you need to enable access as an administrator to your PBX To do this go to the console screen that is the monitor that is attached to your box and login as ip password ip Select option 11 Set root password Confirm Enter your new password twice remember to write it down Exit by pressing Q Now try and login over SSH as root with the password you chose 2 2 2 Check that the MySQL connection is working If the connection does not appear to be working you can test it by typing mysql h 1 2 3 5 u queuemetrics p queuemetrics When asked for a password type javadude Where 1 2 3 5 is the IP of the QueueMetrics box If you get a connection error check that the permissions allow network access to the MySQL server that resides on the QM box 2 2 3 Install Fonloader Now login to the PBX as root and add the Loway software repositories wget P etc yum repos d http yum loway ch loway repo Now install Fonloader it s all automated yum install fonloader2 after installation you need to Create the tables it needs in the QueueMetrics database Configure Fonloader parameters 2 2 4 Create the database table Fonloader needs a special data
7. fixed typos December 24 2009 0 4 Initial QueueMetrics configuration January 8 2010 All trademarks are the property of their respective owners Chapter 1 Installing QueueMetrics on TrixboxPRO or PBXtra system This tutorial explains how to install a working QueueMetrics system on a Fonality TrixboxPRO or PBXtra system 1 1 Call centers 101 the very basics Before we start building a small call center we have to focus a bit on the terminology A campaign is a set of calls that belong to the same scope e g your technical support versus commercial support line are different campaigns though they may be staffed by the same agents An inbound campaign is devoted to answering people calling in while an outbound campaign is made up of agents dialing out Call centers often mix inbound and outbound activities in order to optimize the use of available resources 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 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
8. he following command grant all privileges on queuemetrics to fonloader 1 2 3 4 identified by javadude Change the 1 2 3 4 to the actual address of your PBX 2 1 2 Check database external reachability To check that MySQL is actually able to accept connections via TCP IP run the following command root abc lsof i grep i mysql listen mysqld 255 mysql 10u IPv4 6067 TERR ETS ILS WISIN If you see a line like the one above this means your MySQL server is working and listening for incoming connections If you have configured a firewall for this server open it on port 3306 to allow incoming connections or stop it altogether for the moment etc init d iptables stop Now we are ready to install 2 1 3 Time sync both boxes using NTP It is extremely important that both the PBX and QueueMetrics share the same clock to sub second precision Luckily this is trivial to do on most Unix systems as your PBX already syncs to a NTP source First make sure that you have NTP installed yum install ntp Then edit the Crontab file to run NTP periodically root qm export VISUAL nano Installation guide root qm crontab e Now add the following line Q 59 5 usie Slolim mcodece cick ucla acu gt 2 61 This will time sync every 5 minutes 5 to the PBX If you are running on a VMWare instance and the clock is drifting too much Install the VMWare tools on your QueueMetrics server Make it r
9. licking on the Info button you will be shown the actual queues and agents that have activity data in your database Print this page and use it as a guide to initially configure the system 2 3 4 Creating queues In order to create queues go to the home page of QueueMetrics and select Edit QueueMetrics settings Edit queues Create a queue entry for each queue that was displayed in the Partition Info report you can leave everything blank but the following fields Queue Alias The name you want to see the queue under in QM Queue s The identifier that was shown in the Partition Info page We also suggest creating a queue called 00 All that allows you to see under one cumulative queue all the queues defined on the system this is very handy when running the realtime reports Create it like this Queue Alias Set it to 00 All You could name it anything but starting with a 0 it will always be shown as the first entry in the queue list Queue s All the identifiers that were shown in the Partition Info page separated by the pipe character E g if you have queues 7000 7001 and 7002 you would enter 7000 7001 7002 You can remove any queues that do not belong to your call centre 2 3 5 Creating agents In order to create agents go to the home page of QueueMetrics and select Edit QueueMetrics settings Edit agents Installation guide NOTE We suggest creating agents at this point but QM will work even if agents a
10. m http queuemetrics com sendDemoLicence jsp and it includes installation instructions Chapter 3 Frequently Asked Questions FAQs Here is a list of FAQ s on running QueueMetrics with your Fonality PBX If you still are having problems installing or running QueueMetrics on your PBX we suggest you check out the following resources The QueueMetrics User Manual is the definitive guide to QueueMetrics It explains all the features graphs reports and configuration options at length You can read a browsable version at http queuemetrics com manuals QM_UserManual chunked The QueueMetrics FAQ at http queuemetrics com faq jsp is a collection of common solved problems that people have experienced with QueueMetrics If you are struck by an error message this is the first place to check The QueueMetrics forum at http forum queuemetrics com will help you in pin pointing issues and getting community support This is also helpful to see what other people are doing with QueueMetrics AstRecipes is a wiki collecting Asterisk recipes mainly aimed at call center users see http astrecipes net You may want to contact Loway if any issues are still unsolved see http queuemetrics com contact jsp for all relevant contact information 3 1 Q1 Canl install QueueMetrics on Windows Yes you will have to install the Tomcat and MySQL packages manually but this is quite easy as they are pre packaged for Windows We have prepar
11. re not defined it will just show them under their default agent code Create an agent entry for each agent that was displayed in the Partition Info report you can leave everything blank but the following fields Asterisk agent code The identifier that was shown in the Partition Info page usually in the form Agent 123 Agent description The name you want to see the agent under in QM 2 3 6 Running reports If you want to see what happened to your queues during a historical period from the home page of QueueMetrics select a queue entry and click on a predefined time period If you want to see what is going on in your call center at the very moment again select a queue from the main page and click on Real time report If you want to run a report using a different time period and or a different restrictions e g only calls from a given caller id go to the Custom reports page You can also use QM to give each agent a web interface for the last processed calls QueueMetrics offers a lot of statistics and features it has a 100 page User Manual that covers everything and explains every graph and feature You can get it from http queuemetrics com 2 3 7 Getting a QueueMetrics temporary licence We believe that the best way to understand what QueueMetrics is and how useful it is to 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 to test it You can get it fro
12. s Dec 37 0656556529 2 009 o wes clic E Thu Dec 17 06 56 28 2009 Statement 17 06 56 28 2003 Error Access denied for user fonloader to databas E Thu Dec 17 06 56 28 2009 Waiting 15s before reattempting to connect it means the database connection is not working You have to edit the configuration file and restart 2 3 Configuring QueueMetrics 2 3 1 Editing the configuration file The main configuration file for QueueMetrics is located under usr local queuemetrics webapps queuemetrics 1 5 5 WEB INF and it is called configuration properties Note that if the version of QueueMetrics is different the path will be different too It can be edited using a text editor as in cd usr local queuemetrics webapps queuemetrics 1 5 5 WEB INF nano configuration properties The following properties must be changed 4 This is the default queue log file default queue log file sql PF Rewrites Local XXX ext channels in the format Agent XXX default rewriteLocalChannels true 2 3 2 Logging on Point your browser to http 1 2 3 5 8080 queuemetrics you should see a welcome screen appear in a few seconds You can initially log in as demoadmin password demo 2 3 3 Checking that data is available To make sure that data produced from your PBX is actually available after logging on go to Edit QueueMetrics settings Mysql storage information You should see a number of rows available under partition PF By c
13. w exe 37 os59s54 2009 MSOLs is 1 25525 De cireusmeicicies We womlloerceir2 is Thu Dec 17 06 59 54 2009 SYS Log var log asterisk fonloader2 log PID var run Thu Dec 17 06 59 54 2009 DIRS Spool var log asterisk real Tew Dee 17 06399354 2009 ZARN 8 Reise 9 Iba ONCS O Move after 43200 minutes Thu Dec 17 06 59 54 2009 Now connecting to DB queuemetrics on 1 2 3 5 as user fonloade Thu Dec 17 06 59 54 2009 FILE var log asterisk real queue log queued 1261046341 MIN Thu Dec 17 06 59 54 2009 FILE var log asterisk real queue log queued 1261046733 MIN Thu Dec 17 06 59 54 2009 Initial loading took Osec this means that the process is working fine NOTE Note for the first run If you have a lot of old data it may take a while to process it before the database becomes up to date even in the order of 10 20 minutes This will happen only the fist time you run Fonloader after that Fonloader will pick up from where it was last interrupted When it is up to date and running successfully Fonloader produces a log that looks like Taw Dee 17 07 01 50 2009 mpxSTESES eue 1201051309 whi DSc 17 07201250 2OOD OMOGs erue 126141053 309 Mat Dee 17 07 5 026 590 2009 S310 I If instead you should see something like Installation guide Thu Dec 17 06 56 28 2009 Now connecting to DB qm fon2 on 1 2 3 5 as user fonloader wit jane Dee 17 06256229 2009 ROUNDS ima
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