If you are testing QueueMetrics On Premise on your PBXact platform (powered by FreeBPX), read ahead to find out how to quickly set everything up.

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QueueMetrics

QueueMetrics is a highly scalable monitoring software that lets you track agent productivity, payrolls, measure targets, conversion rates, ACD, IVR, Music on hold, generate outbound campaign statistics and monitor realtime processes with customizable wallboards.

You can measure all contact centre activities with more than 200 different metrics and manage realtime processes with extensions and calls control, live alarms, whisper mode, spy and barge mode.

QueueMetrics On Premise Quick Setup (PBXact)

QueueMetrics Espresso

If you are installing QueueMetrics on the same machine as the PBXact, please follow this tutorial.

Install QueueMetrics on a different Machine

If you are installing QueueMetrics on a different machine, follow the next steps.

NOTE: We are assuming that you are using a CentOS 7 machine, as recommended. If you are using a Debian system, please contact support at support@loway.ch for instructions.

On the QueueMetrics machine run:

wget https://yum.loway.ch/loway.repo -O /etc/yum.repos.d/loway.repo
yum install queuemetrics

Once the installation is complete, you can access QueueMetrics through your browser, at

http://IPADDRESS:8080/queuemetrics

Here, you will be prompted to accept the licence, and to create a QueueMetrics database. Input your MySQL root username and password, and follow the steps presented by the wizard.

Install Uniloader on PBXact

Uniloader is a service that reads the queue data from PBXact and sends it to QueueMetrics.

To install Uniloader on your PBX, run the following commands

wget https://yum.loway.ch/loway.repo -O /etc/yum.repos.d/loway.repo
yum install uniloader

Setup Uniloader

We need to setup the uniloader with your QueueMetrics information. Edit the following file:

/etc/sysconfig/uniloader

and, since we are using the On Premise version of QueueMetrics, we need to delete or comment the QueueMetrics-Live section, and uncomment and edit the Local QueueMetrics instance section, like so:

QUEUELOG=/var/log/asterisk/queue_log
# QUEUELOG="/var/log/freeswitch/queue.log"
LOGFILE=/var/log/asterisk/uniloader.log
LOCKFILE=/var/lock/subsys/uniloader
PIDFILE=/var/run/uniloader.pid

# Local QueueMetrics instance
URI="mysql:tcp(QMIPADDRESS:3306)/queuemetrics?allowOldPasswords=1"
LOGIN=queuemetrics
PASS=javadude
TOKEN=P001

Be sure to change QMIPADDRESS with the ip address of the QueueMetrics machine.

LOGIN and PASS are already set with the default username and password for the QueueMetrics database.

Once this is all setup, restart the service with:

systemctl restart uniloader

or, if that doesn’t work, with

service uniloader restart

Autoconfigure QueueMetrics

To automatically import all your agents and queues from PBXact, run the following command, after setting the correct information in it:

uniloader pbxinfo --mode "syncqm" --uri "QMIPADDRESS" \
--login "demoadmin" --pass "demo" --all-queues "1" freepbx \
--dburi "localhost/asterisk" --login "root" --pwd ""

As above, make sure to set the correct QMIPADDRESS in the command, before running it.

Congratulations

Now you should be able to see your Call Center activity under Start realtime monitoring or Start wallboard in the homepage.

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Sending Commands to PBXact (Optional)

These settings are only necessary if you intend to use the QueueMetrics Agent Page or allow your supervisors to control your agents and calls from the Realtime View.

AMI Credentials in QueueMetrics

To allow the QueueMetrics to send commands to the PBX (Log agents on queues, Pause agents etc.), we need to create an AMI user on the PBXact, then set the credentials in QueueMetrics.

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From QueueMetrics’ Homepage, go to Edit System Parameters and change the following value from:

callfile.dir=tcp:admin:password@127.0.0.1

to

callfile.dir=tcp:AMIUSERNAME:AMIPASSWORD@PBXIPADDRESS

SIP or PJSIP

QueueMetrics needs to know which format to use when logging extensions onto queues.

Depending on what extensions you are using, add the following property at the end of the Edit System Parameters page:

platform.directami.extension=SIP/${num}

or

platform.directami.extension=PJSIP/${num}

User settings

The autoconfiguration process that we previously ran, will have created users for your agents as well. The only thing we need to do is to choose a password for them. From QueueMetrics’ home page, go to Users, and edit the user you want to enable, by clicking on the pencil icon on the right.

From here you just need to set a password and confirm it in the field below.

NOTE: Agents will need to login using their own agent code (eg: agent/200), unless you set an E-mail address for them, that can then be used on the login screen instead of the agent code.

Now, if you log out, you will be able to login as an agent using your agent credentials.

QueueMetrics References

QueueMetrics software is available on premise or as a cloud hosted service for FreePBX, Yeastar S PBX, Grandstream, Issabel, FusionPBX and many other Asterisk distros.

For more technical information please refer to the User Manual.

Visit www.queuemetrics.com for a free 30 days full featured trial.

Attend our Free Webinars for a live demonstration of QueueMetrics.

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