Why do you need Music-on-Hold tracking?

One of the questions you may have when analyzing your call-center performance is: how much time did our agents put the caller on-hold? This is an important proxy of the quality of the service you offered, as long (or frequent) time on-hold is a symptom of problems when handling a call.

QueueMetrics does provide metrics about time on hold; the problem is that, as this piece of information is not provided natively from the Asterisk queue subsystem, it used to be complex to set up your Asterisk PBX to provide this information. The process has been simplified with the later versions of the Uniloader service.

Setting up Unitracker

Much like the Automatic outbound tracking, the Music on Hold tracking, is done using the tracking mode of the Uniloader service (Unitracker for simplicity).

After installing the Uniloader service on your PBX machine, you will want to edit the Unitracker configuration file, that you find by default here:

/etc/sysconfig/unitracker

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You will have to edit the following parameters:

AMIHOST=127.0.0.1         - IP Address of the PBX machine
AMIPORT=5038              - AMI port to use
AMIUSER=queuemetrics      - AMI Username
AMISECRET=password        - AMI Password

And finally:

ENABLEMOH=1               - Change to “1” to enable Music on Hold tracking

After saving the changes, restart the Unitracker service:

service unitracker restart

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The information will be visible on the Realtime view:

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Or inside the reports, under call events tab:

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Take a look at our Troubleshooting guides or contact support at support@loway.ch in case you need further assistance.

QueueMetrics References

For more technical information about QueueMetrics call center solution please refer to the User Manual.

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