Running a small call-center with QueueMetrics and Trixbox
Contents
1. They should be named 400 401 and 402 trixbox Admin Mode Mozilla Firefox ie Modifica Wisualrza Cronologia Segnalibri Strumenti 7 trixbex The Open Platform for Business Telephony System Status Packages PBX System Settings Help MAMAS Reports Panel Recordings o e Add SIP Extension Sysiem Status Module Admin Basic Extensions Feature Codes User Extension 201 General Settings Display Name Agent 201 Add Extension Outbound Routes CID Num Alias Trunks SIP Alias Administrators inbound Call Control Extension Options Inbound Routes Zap Channel DDs Announcements Outbound CID Biackist ing Time Default Calleri Lookup Sources Call Waiting Enable DayNightConto Call Screening Disable FollowMe Emergency CID WA Queues Assigned DID CID Ping Groups o Timo Mnnntitinne Completato EEk Server Ume 00 08 05 Admin mode switch F Apply Configuration Changes English Add Extension Agent 200 lt 200 gt When you re finished apply configuration changes and try placing some test calls to make sure that all phones are working Running an inbound call center 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 suppose that agents with code 200 will answer calls from the extension 200 and so on To explain how the hotdesking funcionality could be implemented you2. This can be obtained very easily by entering yum install qloaderd When installing on AsteriskNOW a warning message will be shown as reported below Confirm the message with y to 13 continue Running an inbound call center warning remts_HdrFromFdno Header V3 DSA signature NOKEY key ID e8562897 Imponen GPG ey UxhsseZ2s97 Cent Os Key Cent Os gt Orricial Signing Key lt csmos 3 le estos res anton Cec pki amos as RP M_GrGe da _Cent s o SS 7 A 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 gt reota trixbox 1 usr local queuemetrics webapps queuemetrics 1 5 1 WEB INF README lees After this do not forget to tun off the log rotation for the var log asterisk queue_log file or the logs enclosing your precious queue data will be periodically deleted See Common problems and solutions at the end of this tutorial to turn off log rotation 2 3 1 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 clien
3. agenv2o2 My agent 202 Save Backto queues Loway Fei care Lowasy Fieseench 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 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 300 301 302 this means all these queues at once e Main agents as Agent 200 and Agent 201 Loway QueueMetrics version 1 3 1 Mozilla Firefox Fie Modifica Visualizza Cronologia Segnalbri Strumenti e os http 10 10 3 103 8080 quevemetrics om_sdm cig2_que ues_edit jsp Li f Demo Admin Administrator gt Of B QueueMetrics call center monitor I Home CfgUsers CigQueues CfgAgents CfgLocations Cig Outcomes CigPauses Cig QA 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 11 Running an inbound call center If everything is fine the queue configuration page should look like this Loway QueueMMetics version 1 3 1 Mozilla Firefox Ele Modifica Visualizza Cromologia Segnalbri Strumenti a has e e los htto 10 10 3 103 8080 q
4. you will be logged off in a few seconds An agent can go to pause and mark his her 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 that can be opened or pieces of the Asterisk dialplan that can be launched 2 6 Running QueueMetrics You can run QueueMetrics in many different modes As an analytical package which lets you see who did what in your call center how many calls were processed the response times agent sessions etc lt produces over 150 different stats and it s fully documented in the 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 behaviour 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 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 usablecan run 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
5. gt gt queue_log cat queue_log 1 gt gt queue_log cat queue_log now gt gt queue_log gt gt queue_log gt gt queue_log gt gt queue_log AY U EST O e Remove all files but queue _log itself e Purge the queue_log table of the Queuemetrics database e Restart Asterisk and Qloaderd Now your QueueMetrics will work just fine 4 4 2 Stopping and starting QueueMetrics You can stop and restart the QueueMetrics application by issuing the commands Sie E A EN Ea a letera nita A Ue Uene tri Co siecle Sta aa ay ee Meera eo r eSEE You can also stop and start Qloaderd using the same syntax ata Aaa cl a oa derd r STOP oee e G o er e ar E SEC Mit dolo olee a ee Cee 4 4 3 Setting QueueMetrics memory limits QueueMetrics is a complex application and it is developed in order to be used by multiple parallel users This means that if you have a large data set and many users running queries on it you may 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 ORTS T Me l2oM MAIS MS 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 4 4 4 Installing the SSH Java client in Trixbox If you do not have a SSH client available you ca
6. queuedial n trixbox Admin Mode Mozilla Firefox A lla Ele Modifica Wisualzza Cronclogis Segnalibri Strumenti 7 Y Server Ume 00 36 12 E y xD ce Admin mode switch The Open Platform for Business Telephony atus Packages POX System Settings Hele gt Admin Reports Panel Recordings Help E Apply Configuration Changes Tools Add Route English Route Name QueueDial Route Password Add Route PIN Set None 09_outside Sysiem Status Module Admin Extensions Emergency Dialing O Feature Codes Intra Company Route O General Settings Music On Hold default Dial Patterns Trunks B Administrators Inbound Call Control Inbound Routes Zap Channel DDS Announcement Clean amp Remove dupheaes Blackist Olal patterns wizards pick one w CallerlD Lookup Sources Trunk Sequence DayNightContol i Local SOUTNUM queuvedial n Follow Me WA Queues Submit Changes Ring Groups Timo Annritinn 19 Running an outbound call center 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 inbound this time with the following parameters Queue Number 350 Queue name OUT Callback trixbox Admin Mode Mozilla Firefox File O Visualizza Cromologia Segnalbri Strumenti 7 id day bttp 10 10 3 103 maint index php freepbx Server time 00 43 07 Admin mode switch e O
7. Changes to the Trixbox configuration Go to FreePBX Add custom trunk Create a new trunk with the following parameters e Custom dial string Local SOUTNUM queuedial n 18 Running an outbound call center Leave all other fields blank trixbox Admin Mode Mozilla Firefox A ld Ele Modifica Wisuslrza Cronoclogia Segnalibri Strumenti 7 is pe 4 tie pe a C ey i Leela iaai Al Tools Add CUSTOM Trunk English System Status _ General Settings Add Trunk Module Admin CI a Extensions Outbound Caller ID Feauecoe Never Override CallerlD O GeneralSetings Maximum Channels Outbound Routes Disable Trunk Clpisable Administrators Inbound Call Control Outgoing Dial Rules Inbound Routes Zap Channel DIDs Dial Rules Announcements Blacklist Calleri Lookup Sources Daylight Control Clean amp Remove duplcates Dial Rules Wizards pick one Outbound Dial Prefix Follow Me WA Queues Fa S Outgoing Settings Time Conditions Time Groups internal Options amp Configuration Conferences Gizmos Integration Submit Changes Languages Custom Dial String Local 0UTNUMS2 queuedial n 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 e Trunk sequence select Local SOUTNUM
8. Enabled Yes e Class AGENTS Make sure that the class is set to AGENTS and not e g ADMIN or they will log on as administrators 12 Running an inbound call center Loway QueueMetics version 1 3 1 Mozilla Firefox Fie Modifica Visualzza Cronologia Segnalbri Strumenti a O xX amp om httn 10 10 3 203 8080 queuemetrics qm_adm cfg2_users_edit jep Demo Admin Administrator 0 F B QueueMetrics call center monitor E Home CfgUsers CfgQueues CfgAgents CfgLocations CfgOuicomes CfgPauses Cig QA User Detail User ld Login Agent 200 Password 999 Real name My agent 200 Enabled E mail Masterkey Class User keys Number of logons o Last logon Comment Taken Creation Loway QueueMetics version 1 3 1 Mozilla Firefox Ele Modifica Visualizza Cronologia Segnalibri Strumenti 2 e Ay ta OM http 10 10 3 103 5080 qu euemetrics om_admcig2_users_list jep Demo Admin Administrator 0 F B QueueMetrics call center monitor y Cfg Queues Cta Agents Cig Locations Cto Outcomes Cfg Pauses Cig Q Home Cfg Users System Users Filter Search Create New Show Classes Login Real name Enabled Class Agent John Doe ves AGENTS AgentM 2 Mike Boo Yes AGENTS Agentr200 My agent 200 ez AGENTS Agenti201 My agent 201 Yes AGENTS Agenti202 My agent 202 Yes AGENTS demoadmi
9. PBX settings You should see the FreePBX welcome screen trixbox Admin Mode Mozilla Firefox Fie Modifica Visualizza Cronologia Segnalibri trixbex The Open Platform f atrumenti 2 or Business Telephony PEX System WAG Reports system Status Notices d Wetault SUL Password Used al Default Astensk System Status Packages Settings Panel Help Recordings Help irinn ere Mau lager Password Used Extensions Feature Codes A 50 New modules are available General Seth ngs show all Outbound Routes Trunks Statistics Administrators InboundCallControl Inbound Routes Total active calls internal calls External calls Total actwe channels Zap Channel DIDs Announcements i Connections Blacklist Caller Lookup Sources DayNight Control Uptime Follow Me WA System Uptime 3 hours 56 minutes Queues Asterisk Uptime 3 hours 55 minutes Ring Groups Last Reload 0 minutes Timo Fnnanitnn Completata When using AsteriskNOW e Select FreePBX Administration Enter admin and admin as credentials You should see the FreePBX system status screen 2 4 1 Creating inbound queues No email address for online update checks Server Ome 23 57 44 Admin mode English System Statistics Processor Load Average Eru Memory BE ory Swap Disks ei E dewshm Networks ethd receive ethD transmit Server Status Asterisk Op Panel MySQL Web Serer Click on Queues and create
10. S IIIS 22625 MIP SeZAasll 22 A veering AA COME EE ane S J 3 2 3 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 20 Running an outbound call center Leave other fields blank Loway QueueMetrics version 1 5 1 Mozilla Firefox Fie Modifica Visualizza Cromologia Segnalbri Strumenti 2 LT Bieri Demo Admin Administrator O gt dan Your Logo QueueMetrics call center monitor r ee Home Cto Users Cig Queues Cfo Agents Cig Locations Cfo Outcomes Cio Pauses Cig G4 Queue Detail Queue alias OUT Callback Queue s 350 Wrap up time sec Announcement sec Visibility key Call flow Outbound calls Shown on front page Yes Chat group Main agents agent 200 agent 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 Number ofanents naused Save and go back to the main page 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 i 3 2 4 Placing calls In order for
11. 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 2 tak My agent 200 Individual agents s E O OUT Logo QueueMetrics call center monitor Agent activities Mozilla Firefox TBR pr agent My agent 200 Agent add member Ii oltre A pe Agent s code 200 lember Remove Member Pause Unpause Agent s queues OUT Callback Entering at Queue URL Status Transfer to Outcome 03 06 00 27 54 300 Terminated A 03 06 00 26 41 300 Terminated A 03 06 00 26 21 300 a Terminated A 0306 00 25 07 300 Terminated A 0306 00 24 03 300 2 Terminated A 0306 00 18 52 301 Terminated A 0306 00 15 51 300 Terminated sale Sale A ala Problem Secretary In cede bo manisin sesi n information hie page will reload automalically When you are logged on click on Dial 21 Running an outbound call center Enter your current extension select the campaign and enter the number to be dialled My agent 200 Individual agents SO 2 O Your LOg0 QueueMetrics call center monitor Agent activities Mozilla Firefox E JE br agent My agent 200 Dial an umber nt is currently logged on queues 350 Current ember Remove Member Pause Unpause Dial xtension Entering at Agent s queues OUT Callback Queu
12. least a couple of telephones to test your setup and a land line you can use You should be familiar with how to use TB as a basic PBX creating extensions connecting to external lines and so on 1 3 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 Turning TrixBox or AsteriskNOW into a call center solution 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 version installed 1 4 Tutorial organization This tutorial is split into two separate parts one for inbound and the other for outbound They can be implemented separately though system wide changes are explained only for inbound to avoid duplication For each queue campaign for both inbound and outbound we will show how to e Define it in TrixBox and QueueMetrics 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 fictitious set of queues and agents that work on them They are defined as it 300 Support EN 200 and 201 400 and 401 301 Support ES 20
13. look like the following one Loway QueueMetics version 1 3 1 Mozilla Firefox Fie Modifica Visualizza Cronologia Segnalbri Strumenti e ta om http 10 10 3 103 8080 qu euemetrics om_admcig2_agents_list jsp e z Tht Demo Admin Administrator ES O Your Logo mrana call center monitor Cig Agents Cfg Locations Cig Outcomes Cig Pauses Cig GA Cfg Users Cig Queues r 1 1 1 1 Known Agents Configuration Fher sd Search Create New _ Page 1of1 GRE en e Agent code Description Location Supervisor Key Agenti01 John Doe 101 Man 8 Agent itz Mike Boo 102 Other AgentizD0 My agent 200 Agent201 My agent 201 Agentizoz My agent 202 Create New Loway Lowey Pessach 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 10 Running an inbound call center Loway QueueMetnics version 1 3 1 Mozilla Firefox Fie Modifica Visualizza Cronologia Segnalbri Strumenti a i ES i ta oa ttp 10 10 3 103 8080 quevemetrics gom_adm cig2_queves_agents jsp Demo Admin Administrator gt Of amp QueueMetrics call center monitor I Home CfgUsers CigQueues CfgAgents CfgLocations CfgOutcomes CtgPauses Cig QA Agents for queue 300 Agent code Description Main Wrap agentii John Doe 101 agent 102 Mike Boo 102 agenti200 My agent 200 agenti201 My agent 201 O E O O
14. need to define the extensions 400 401 and _ 402 instead of the 200 and 201 2 5 Configuring QueueMetrics We now have to configure QueueMetrics to use the newly defined queues and agents Go to http 10 10 3 123 8080 queuemetrics and login as demoadmin with password demo 2 5 1 Import queue definitions From the home page click on Edit QueueMetrics settings Setup wizard The Setup wizard is only present 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 Demo Admin Administrator F A Your Logo QueueMetrics call center monitor 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 Agents conf feto asterisk agents conf Queues conf etc asterisk queues conf Users conf optional ete asterisk users conf Queue log var log asterisk queue_log Next gt Loway Loway Research Follow the wizard until complete 2 oe Demo Admin Administrator O F 2 1OUE Logo QueueMetrics call center monitor A 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 QueveMetrics page Id Full name Type Ser
15. 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 Chapter 1 Turning TrixBox or AsteriskNOW into a call center solution You probably already know that by 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 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 are able to immediately report on how things are going quickly identify bottlenecks and address them In our opinion running a successful call center is more a state of mind than a given set of telephone equipment What makes a difference is not the number of extensions queues or agents you have is a mindset where you consider that the customers calling in are act
16. 0 400 302 Helpdesk 201 401 350 Callback Outbound 200 201 and 202 400 401 402 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 logging on from different extensions and still being able to accurately track their activities 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 fully fledged call center monitoring solution see http queuemetrics com lt is an industry proven commercial product that is available free of charge to smaller call centers home users and SOHO s and is used in a large number of call centers worldwide including installations with hundreds of agents online 2 1 Logging in into TrixBox If you have a 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 installation If not you should install the Java SSH client see Common problems and solutions at the end of this tutorial 2 2 Installing QueueMetrics After logging in as root type the follwing commands eel gt Cee yum esposas va oe ela Mowat 1a yum install queuemetrics The yum command will download QueueM
17. 3 3 Call listening In order to listen to recorded outbound calls you simply use the same procedure you used for inbound calls e Run a 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 22 O Your Logo a eure ee A Home Answered Unans A Detail of answered Report Details Atomic queve s considered Penod start date Running an outbound call center Demo Admin Administrator S Or QueueMetrics call center monitor 1236319038 92 06 03 2009 00 40 40 201 Period end date Total calls processed 2 S60 Original position lisconnection cause Caller disconnected _agent 200 1 Area analysis Queue details P Export as E 4 Date Caller Queue Wait Duration Pos Disconnection Handled Attempts Code Stints Sv by 0306 201 OUT Callback 0002 oa O Caller My agent 200 1 1 q Ed 00 40 40 In order to carry out live listening you simply follow the same procedure you did for inbound calls which is 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 fe Your Logo id Demo Admin Administrator S 6 QueueMetrics call center monitor Home Realtime Live Broadcast B Realtime call cente Live call monitor Mozilla Fire E E Queua s 3
18. 50 Live call monitor Reload now Hide calls Hide a Please enter your local or remote extension to Queue N agents start ongoing call monitoring On phone inbound On phone outbound all selected 1 an ee nisin 0 0 1 E OUT Callback 1 IIA Ee 0 0 1 Agent extension Export as p O Your extension Calls being processed m Queue Caller Monitor now Agent Srv OUT Calback 201 My agent 200 0 gt Export as BE Agents currently logged in Agent Last logon Queue s Extension On pause Srv Last On queue call a My agent 200 03 06 00 4318 OUT Callback A OUT Callback gt Export as gt Your phone will ring and you will listen to the call as it s being made 23 Chapter 4 Getting more information 4 1 Getting a QueueMetrics temporary licence We believe that the best way to understand 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 You can get it from http queuemetrics com sendDemoLicence jsp 4 2 Getting help If you are still experiencing issues 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 features graphs reports and configuration options at length You can read a browsable version at http queuemetrics com man
19. EB 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 melo y ere astenia ane ms Lomas UE Ome min Running an inbound call center reotetrixbox1 etc asterisk GHU nano 1 3 12 File extensions custom cont Wrote 42 lines E Read File B prev Page MEE LE 15 a H y Basically you should add a line that reads Face extensions quelliemMerr Les com This will be picked up by Asterisk on the next reload 2 2 2 Changing QueueMetrics defaults to suit our installation Edit the configuration properties file of QueueMetrics con usr Moca queucmererices mebapps qucwencr ries 0 Wikis AN nano COMnnguicaiewOnm properties Look for the following properties within the file and change them accordingly default queue_log_file sql P001 cae oi ee a maa A Al default rewriteLocalChannels true callfile agentlogin enabled false callfile agentlogoff enabled false default hotdesking 8 6400 These changes mean e 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 2 2 3 Testing the installation To test that everything is fine you ll have to point your browser to the address htip myserver 8080 queuemet
20. Running a small call center with QueueMetrics and Trixbox Loway Running a small call center with QueueMetrics and Trixbox Loway Table of Contents E FEAF E AE AE A E A EA E E E S A eestor lacie A eeer ae tacit A E iv 1 Turning TrixBox or AsteriskNOW into a call center solution 0 ccc ccc cee renee eee tne e enn rr rr 1 Th Gall centers101 the Very DaSiCS eiii a nae Pnsd daub E a A 1 ia Preto dlisites espia a adidas dada 1 MS DOMWaro Versions sita a DES 1 dete Tilo Hal Oda niza ON senda o As E AE 2 2 RUNNING an bound cali center ara A a and 3 Zale LOGGING VN IMO TADO ss ratas sao 3 2 2 MSTalId QUSUS Nemesis o a ca Aa 3 2 0 Installing tne MySQL loader Qloaderd sms ca a be ea a on 5 2 4 COMIGurng Tiz BOX Or AStenskNOW ca A O 7 20 COMMGUING QUCUCMGINICS aa aia 9 2 6 RUMIN QUEUE MEMOS ar don 14 2 7 NASIOMING to cal talas iaa ral satis 14 os RUMIN an OutbOund Call Center a dono 17 3 15 Things you should know 2D0Ut OUIDOUNG oi A dente ees 17 32 COMMOUIANON Changes a o a N R 17 E eaire in a a a a T A E E T E E in bs eniuae ess oaeans 22 A Getting more Mtormaloh cid A a E T a O 24 4 1 Getting a QueueMetrics temporary licence a A A A A ave Sewanee DA A rrr 24 Ae A o age een a e a E N e S 24 4 3 Common differences between TrixBox and AsteriskNOW 0ooooooccccccccccccccnnnnncccnnnnccnn nr rr rr 24 AA Gommon problems and SOlUNOnS 44 awrina DO 24 Revision history e 4 0 Using HOTDESKING June 30 2010 e 3
21. a analysis GIO TI a Queue details gt Export as Date Caller Queue Wait Attempts Code Stints Srv 03 06 201 300 0 05 iT 1 Caller My agent 200 1 sale 1 4 El 00 15 51 03 06 201 301 0 03 0 08 4 Caller My agent 200 1 1 4 A 00 18 52 Although there is usually only 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 Although this topic is not part of the scope of this guide it is not to be overlooked and is discussed in detail within the User Manual 2 7 1 Listening to live inbound calls It is sometimes necessary 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 In order to implement this you must edit the etc asterisk extensions_queuemetrics conf and change the following lines as shown here SA as a OM ACENTE TOCE Ti 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 do the actual listening After the change force a reload of the dialplan by making a minor change in FreePBX and apply changes Then 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 l
22. 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 Running an inbound call center You should see a result like the following one trixbox Admin Mode Mozilla Firefox Ele Modifica Wisuslizzrs Cronologia Segnalibri Strument 7 trixbex The Open Platform for Business Telephony DAMAS Reports Panel Pees Queue 300 Delete Queue Sysiem Status Module Admin Basic Extensions Feature Codes Queue Name Support EN General Settings Edil Queue Queue Password Quibound Routes CID Name Prefix Trunks Wait Time Prefix Mo Alert Info Static Agents Administrators inbound Call Control Inbound Routes Zap ChannelDDs Announcement Blacklist CallenD Lookup Sources Extension Quick Pick pick extension Daylight Control Follow Me WA Aing Groups Queue Options Agent Announcement Timo nnnitinn 4 Cor letat Likewise create queues 301 and 302 in turn 2 4 2 Create extensions EDER Server bme 00 05 16 Admin mode switch E Apply Configuration Changes English Add Queue 300 Support EN 301 Suppor ES 302 Helpdesk 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
23. along with the other Asterisk logs found in var log asterisk The queue_log file contains essential information on how the call center is going which is used by QueueMetrics to report on the well being and the actual work being 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 distribution 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 i Var Mog askeriusky log 4 missingok rotate 3 weekly create 0640 asterisk asterisk PO Eror aee E O T E O ero a Ea Ae IES sand I 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 no longer be rotated 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 24 Getting more information e First stop Asterisk and Qloaderd e Make a backup of all queue_log files e Rename the existing queue_log to queue_log now e Execute the following commands this example is for 5 leftover pieces you may find a different number on your system cat queue_log cat queue_log cat queue_log cat queue_log 2
24. e URL Status Transferto Outcome 03 08 00 27 54 IF tension to dial 201 300 Terminated y 03 06 00 26 41 10H Terminated A 0306 00 26 217 The requested action has been 200 a Terminated y 03 06 00 25 07 pe rformed It may take a few 300 Terminated A pidan seconds to be implemented ScD A E 0306 00 16 32 301 Terminated 8 006 00 15 51 200 Terminated sale Sale E gata Problem Secretary ln order to manisin session information this pepe will reload subceratically 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 Active calls for agent My agent 200 Agent200 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 0306 00 40 40 0 02 0 09 201 OUT Calback i 0306 00 27 54 0 03 104 201 300 Termnated 0306 00 26 41 0 03 027 201 300 Termnated i 0306 00 26 21 0 02 0007 204 300 Termnated E 0306 00 25 07 0 04 O42 201 300 Termnated E 0306 00 24 03 0 03 0 38 201 300 Termnated E 0306 00 18 52 0 03 0 08 204 301 Termnated E 0306 00 15 51 0 05 117 201 300 Termnated sale Sale A Call Details Signal Problem Secretary ln order io mantain sesion information this p will reload automatically ord age AO AAA AANANAN As always you can use the Pause and Status keys as you would for an inbound call
25. equired You should also add the following piece of code to your extensions_queuemetrics conf file make sure it s not already present F exl onsion 207 agent Custom dial exten gt 28 1 Answer ekto n a NO TOM T Aena CUS eom Dai exten gt 28 n Set ODIABER QUEUE s O QUEUE 28 1 Ser ODIALER NUMBER S EXTIODIAL exten gt 28 n Set QDIALER_AGENT Agent S AGENTCODE exten gt 28 n Set QDIALER_CHANNEL SIP QDIALER_NUMBER exten gt 28 n Set QueueName QDIALER_QUEUE exten gt 28 n MixMonitor O S ODIALER QUEUE S UNIQUEID WAV b SS Ss O A AO SS SO Sonos Uncomment and change this if you need exten gt 28 n Goto qm queuedial s 1 exten gt 28 n Hangup exten This is used by the web interface for assisted dialling Make the same change to the QDIALER_CHANNEL variable and the caller ID information 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 No0p TOM AGENT CODE QM_AGENT_CODE Siren AS NOP COMMONS a OMERE cha MOhin R a exten gt 14 4 No0p OM AGENT EXT OM AGENT EXT exten gt 14 5 NoOp OM_LOGIN QM_LOGIN exten gt 14 6 ChanSpy Local QM_AGENT_CODE 6 from internal exten gt 14 7 Hangup This allows to perform the live listening of outgoing calls 3 2 2
26. etrics and all of its dependencies and install it on your system This may take a while depending on your internet connection speed When asked to confirm the installation type y to proceed After the installation is complete you have to install the sample MySQL database that will be used to initialize the system by executing the following commands cd usr local queuemetrics webapps queuemetrics 1 6 1 WEB INF README LaSscaLllpo sia Note that the exact directory to use will depend on the QueueMetrics version being installed and is displayed on the last page of output that yum produces Follow the on screen instructions it is a matter of typing in a couple of passwords as detailed by the installDb utility itself and the database will be created For your convenience remember that the default MySQL password for TB is passwoOrd that s a zero and the suggested O default DB password for QueueMetrics is javadude For your convenience remember that the default AsteriskNOW installation has empty default MySQL password and the O suggested default DB password for QueueMetrics is javadude 2 2 1 Including the QueueMetrics context in Asterisk QueueMetrics comes with a user modifiable Asterisk context that should be included in the main Asterisk 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 W
27. ling out Call centers often mix inbound and outbound activities in order to optimize the use of available resources 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 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 In this tutorial we will learn how to create both inbound queues and outgoing campaigns and the proper agent setup to handle them successfully 1 2 Prerequisites To follow this guide you will need an already installed reasonably modern TB or AsteriskNOW instance It may be your home or office PBX This tutorial was developed for TrixBox 2 8 and its derivatives but applying it to different versions should be anyway trivial You can follow this guide completely while having your PBX running so there is no need for a prolonged downtime You will need at
28. n Demo Admin Yes ADMIN demosupervisor Super Veor Ho SUPERWEODAS demouser Demo User Yes USERS demovisior Wisi Tor No VISITORS robot Ro Bat No ROBOTS O ee HA XAEAANA Y Create New Show Classes 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 13 Fie Modifica Visualizza Cronologia Segnalibri Strument 2 Running an inbound call center Loway QueueMetics version 1 3 1 Mozilla Firefox 7 e e am http 10 10 3 103 3080 queuemetrics fomfive_agent jsp My agent 200 Individual agents gt Of amp tour 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 CallerID Queue URL Status Transferto Outcome Call Details Signal Problem Secretary in order io mantain session information this page will reload automatically Lowey Fieseanch From this page To log into a queue click on the Add Member button select your queue enter your local extension and confirm To log off all queues click on Remove Member and select All selected
29. n install one in TrixBox itself by following this procedure e Use a web browser and go to http 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 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 now 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 25
30. ocal extension 15 Running an inbound call center Realtime call center monitoring 00 28 22 Queue s 300 301 302 Reload now Live call monitor Mozilla Fire ox Show any agent Location a T http 10 10 3 103 8080 queuemetrics qmjpop 7 Queue Unk Bsy N Calls waiting On phone inbound On phone 3 outbound aiseectes Live call monitor o o o o 300 i a 1 0 P Export as Please enter your local or remote extension to start ongoing call monitoring Calls being proce Queue Agent code agent 200 Waiting Duration Agent Srv Agent name My agent 200 l z ap 300 Agent extension 0 03 25 My agent 200 5 a Y xtensi 202 b Export E Our extensa or mil 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 2 My agent 200 z 300 In ender lo mantain session information this page will reload automatically DECECCCCCORCCCCCCCCOCOCCCCONETETAININI Your phone will ring and you will be able to listen to the call in progress as it s happening 16 3 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 3 1 Things you should know about outbound In order to run outbound campaigns in your call center yo
31. om them This will cause no problem with Asterisk but will make your life easier when monitoring the call center 3 1 3 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 e The calling person will be show in the Agent field For lost outbound calls the agent field will be displayed 3 1 4 Can 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 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 can 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 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 3 2 Configuration changes 3 2 1 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 external analog line or T1 or maybe a direct SIP trunk Edit the file etc asterisk queuemetrics_ex
32. pen P atfo nm fo ess Telephe System Status Packages PEX System Settings Help Dhamni Reports Panel Recordings Help nn Add Queue Engish v Swem Status Add Queue Add Queue Module Admin Basic s00 Supporn EN Extensions Queue Number 350 301 Support ES Feature Codes Queue Name OUT CallBack 302 Helpdesk ei ee Queue Password tlle abla CID Name Prefix Jus Wait Time Prefix Administrators Alert Info Inbound Routes Static Agents Zap Channel Ds Announcements Blacklist ie la ene lai Extension Quick Pick pick extension Daylight Contra Follow Me Queue Options Save and apply changes 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 dialling 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 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 IIL SD ASO MIL SS SA S00 5 LS SAS NONE NERO E So IIL PAS DOA SOI oS AVS 0 6 IS ep ES NONE AA SA AO This means everything is in place and working If now you run a successful call through it the log will look something like II PAS 2 AS MO ILS AA 0 22 ASNO ENE E S10 ISSO ILIDS 2281S LIISSA2A23l0 22 cals pasen 101 CONN aCI
33. rics and you should see a screen like the following one Running an inbound call center Loway QueueMetrics version 1 5 1 Mozilla Firefox Seles Eile Modifica Visualizza Cronologia Segnalibri Strumenti 7 a O Your Logo QueueMetrics call center monitor User Logon Login demoadmin Password e 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 user demoadmin password demo 2 2 4 Letting QM communicate with Asterisk If you run on Asterisk 1 6 you also need to 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 Semele Ona ASS 32555256 510 read system call log verbose command agent user originate write system call log verbose command agent user originate Save and exit 2 3 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
34. t 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 gloaderd It should look like this PARTITION P001 QUEUELOG var log asterisk queue_log LOGFILE var log asterisk qloaderd log Oct wan look sulosys qlo dera PIDFILE var run qloaderd pid MYSOLHOS T localnoste MYSQLDB queuemetrics MYSQLUSER queuemetrics MYSQLPASS javadude Edit the variables MYSQLHOST MYSQLDB MYSQLUSER MYSQLPASS to point to the new QueueMetrics server Then isssue the command ete ib el eploerd sido eses oe Check the log file to make sure that there are no errors and data is being uploaded correctly to the QM server Running an inbound call center Change the callfile 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 You should also 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 strangely e g by specifying negative wait times In order to avoid this you should install ntod on both servers 2 4 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
35. tensions conf and look for the following piece of dialplan 17 Running an outbound call center queuedial Ens prece or Cla be Lanes uste tecla Dook ItO the qm queuedial context that actually does the 7 ourbound dralang replace as needed gt use Pill im ths same variables Extent Oo exten gt XXX 7 0 Seb ODTATERTOURUERS G VE T ENGO a ODIALER_NUMBER S EXTEN 3 ASA O Ste OD AR NC toa CAT IIMRIED at exten gt _XXX n Set ODIALER CHANNEL SIP ODIALER NUMBER exten gt _XXX n set QueueName ODTALER QUEUE are OOO MM to O gt ODIA EBRO UN TO UE o SS IS A O DS SS One NU Men ac ade sta you n exten gt _XXX n Goto aqm queuedial s 1l a A A 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 You ll probably have to change at least the line that defines the channel e g exten gt _XXX n Set QDIALER_CHANNEL Zap g0 QDIALER_NUMBER This will let you call number 012345678 as Zap g0 012345678 that is will dial it on the fist available channel in your Zaptel card You may otherwise have a format like S P myprovider 012345678 that will dial numer 012345678 through a SIP trunk called myprovider It s possible to specify your caller ID uncommenting the line where the Set function is called and obviously changing the caller ID information to properly set it as r
36. u need to set it up so that agents have a procedure to place outgoing calls 3 1 1 Why is an outbound call different from a normal 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 on a one by one basis e You want to be able to distinguish them from casual calls made for different purposes 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 dials 8987012345678 as in e 8 means outbound campaign dialling different from your external 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 3 1 2 How do I 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 available or not within the real time reporting As a solution we suggest creating special queues in Asterisk for outbound presence these are normal inbound queues that never receive any calls but agents can log on and log off fr
37. ually 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 waiting or calling multiple times because they cannot talk to anybody within a reasonable time What will your clients think about you On the contrary what will your clients think of your Customer Service Department if it always answers on 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 TB You will only need some software and a bit of configuration to set it up correctly 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 e A campaign is a set of calls that belong to the same scope e g your technical support versus commercial support 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 of agents dial
38. uals QM_UserManual chunked e The QueueMetrics FAQs at http queuemetrics com faq jsp are a collection of common solved problems that some people have experienced with QueueMetrics If you are struck by an error message this is the first place to check e The QueueMetrics forum at hitp forum queuemetrics com will help you in pin pointing issues and getting community support It is also helpful to see 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 contact Loway if the issues are still unsolved see http queuemetrics com contact jsp for all relevant contact information 4 3 Common differences between TrixBox and AsteriskNOW This is a summary of the main differences we may find when 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 4 4 Common problems and solutions 4 4 1 Avoiding queue_log file rotation With a standard TrixBox install the queue_log file is rotated daily or weekly
39. ueuemetrics qm_adm cfg _queues_list jsp TA Fae Demo Admin Administrator gt Of G Your Logo QueueMetrics call center monitor Home Cig Users CfigQueves Cfg Agents Cig Locations Cfo Outcomes Cig Pauses Cig Q Queues Configuration Filter Search Create New Alias 1 Queuesis Wra Ann Ke p y EF j Al 300 301 302 Os Os 300 300 Os Os E 301 301 Os Os m2 302 Os 0 Drs quevedps TAS Y Y ds E O Tesi queue lest Create New Lowey Resarch 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 2 5 3 Creating users The configuration so far is enough for running reports This may become 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 that is a specialized page from which agents can log on log off go to pause see processed calls 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 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
40. ver Operation type Operation result I Queue Add Ok Hz Queue Add Ok W1 Queue Acid Ok Next gt Loway rere Arg h At this point queues 300 301 and 302 have been created 2 5 2 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 Running an inbound call center 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 QueueMetics version 1 3 1 Mozilla Firefox Fie Modifica Visualizza Cronologia Strumenti 2 a 7 e e i om http 10 10 3 103 8080 quevemetrics om_adm cig2_sagents_edit jsp j Demo Admin Adminstrator 0 gt dan Your Logo QueueMetrics call center monitor Cig Agents Cfg Locations Cig Outcomes Cig Pauses Home Cig Users Cig Queues r 1 1 1 1 Agent Detail Asterisk agent code Agent 200 Agent description My agent 200 Agent location VNC monitoring URL Current terminal Instant messenger address SuUpeMisor Agent keys Created by Last update Save Back Agent is a known member of the following queues No queues defined The Agent Dueve association can be edited hom the Queue editor At the end the agent configuration screen should
41. with external CRM apps and perform their tasks more efficiently It also includes a specialized Firefox app called AGAW that acts as a real time awareness of the general situation for agents As a data source QueueMetrics will interact with external programs using a standard XML RPC interface and provide them with high quality data for further processing We suggest looking into the QueueMetrics User Manual to make the most of the wealth of information that QM can provide 2 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 14 Running an inbound call center Demo Admin Administrator gt O F E Your Logo QueueMetrics cali center monitor SAR NS Home Answe Unans Area Att Distib Agents Outcomes All Call Detail Mozilla Firefox All Detail of answered cal O huo 10 10 3 103 2080 queuemetrics amipoo 5 Call detail Report Details Atomic queue s considered Track QA 1236316551 8 Penod start date e E et honl 201 Penod end date ed by __agent 200 Total calls processed D io 77 sec Waiting time 5 sec Original position 1 Disconnection cause Caller disconnected Are
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