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Using fully dynamic members with QM 1.4 and Asterisk 1.2

2007-12-06
If you run QueueMetrics 1.4.1 or newer, you can fully use the new ADDMEMBER / REMOVEMEMBER to track agents logging on on a queue-by-queue basis. Unfortunately, Asterisk 1.2 does not automatically log them, so we must resort to something like the following example.

In this example, we assume that:
  • All agents are entered as Local/NUM@agents - feel free to use Local/XX@from-internal or whatever matches your system configuration
  • The example queue you join here is called my-queue
  • You will call the following pieces of dialplan:
    1. 422XX to log on Agent/XX to the queue my-queue
    2. 423XX to log off Agent/XX from the queue my-queue
    3. 416XX to pause Agent/XX (on all queues she's working on)
    4. 417XX to unpause Agent/XX
This is the relevant piece of dial plan:
; addqueuemember - 422
exten => _422XX,1,Answer
exten => _422XX,2,AddQueueMember(my-queue,Local/${EXTEN:3}@agents)
exten => _422XX,3,System( echo "${EPOCH}|${UNIQUEID}|my-queue|Agent/${EXTEN:3}|ADDMEMBER|-" >> /var/log/asterisk/queue_log )
exten => _422XX,4,DBput(dynlogin/log_Agent-${EXTEN:3}=${EPOCH})
exten => _422XX,5,Hangup

; removequeuemember - 423
exten => _423XX,1,Answer
exten => _423XX,2,RemoveQueueMember(my-queue,Local/${EXTEN:3}@agents)
exten => _423XX,3,DBget(ORGEPOCH=dynlogin/log_Agent-${EXTEN:3})
exten => _423XX,4,Set(RV=$[${EPOCH} - ${ORGEPOCH}])
exten => _423XX,5,GotoIf($["${RV}" = "0"]?8:6)
exten => _423XX,6,System( echo "${EPOCH}|${UNIQUEID}|my-queue|Agent/${EXTEN:3}|REMOVEMEMBER|-|${RV}" >> /var/log/asterisk/queue_log )
exten => _423XX,7,DBdel(dynlogin/log_Agent-${EXTEN:3})
exten => _423XX,8,Hangup

; agent pause
exten => _416XX,1,PauseQueueMember(|Agent/${EXTEN:3})
exten => _416XX,n,Hangup()

; agent unpause
exten => _417XX,1,UnpauseQueueMember(|Agent/${EXTEN:3})
exten => _417XX,n,Hangup()

Do not forget to also change the value:
default.rewriteLocalChannels=false
in QueueMetrics' WEB-INF/configuration.properties file.

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