We are using call center module. We noticed one thing, if the agent change status to not available or on break and then after a while come back to change the status to available. His stats (num of calls answered or talk_time) reset to 0. Example, callcenter_config queue list agents sales@domain name|system|uuid|type|contact|status|state|max_no_answer|wrap_up_time|reject_delay_time|busy_delay_time|no_answer_delay_time|last_bridge_start|last_bridge_end|last_offered_call|last_status_change|no_answer_count|calls_answered|talk_time|ready_time 101@domain|single_box||callback|[call_timeout=30]user/130@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/111@jdomain |Available|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1488960061 *|0|1|8|0* Here I see 102, had one call for 8 seconds, Change the agent status to break. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'On Break')}") 101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/101@domain|On Break|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1489009163| *0|1|8|0* Change the agent state to Available On Demand, stats are still there. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available (On Demand)')}") 101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@domain|Available (On Demand)|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1489009252| *0|1|8|0* Now changing to Available and stats are reset ed to 0,0, session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}") 101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@domain |Available|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1489009415|0|0|0|0 Is there way to control this behavior. So basically we can to control the call stats.
yeah this counts needs only for max_no_answer behavior 2017-03-08 23:52 GMT+02:00 Jai Rangi <jprangi@gmail.com>:
We are using call center module. We noticed one thing, if the agent change status to not available or on break and then after a while come back to change the status to available. His stats (num of calls answered or talk_time) reset to 0.
Example,
callcenter_config queue list agents sales@domain name|system|uuid|type|contact|status|state|max_no_answer| wrap_up_time|reject_delay_time|busy_delay_time|no_ answer_delay_time|last_bridge_start|last_bridge_end|last_ offered_call|last_status_change|no_answer_count|calls_ answered|talk_time|ready_time 101@domain|single_box||callback|[call_timeout=30]user/130@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/111@jdomain |Available|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1488960061 *|0|1|8|0*
Here I see 102, had one call for 8 seconds, Change the agent status to break. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'On Break')}")
101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/101@domain|On Break|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1489009163| *0|1|8|0*
Change the agent state to Available On Demand, stats are still there. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available (On Demand)')}")
101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@domain|Available (On Demand)|Waiting|0|0|60|60|0|1489009008|1489009016| 1489009000|1489009252|*0|1|8|0*
Now changing to Available and stats are reset ed to 0,0, session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}")
101@domain|single_box||callback|[call_timeout=30]user/101@domain |Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@domain |Available|Waiting|0|0|60|60|0|1489009008|1489009016| 1489009000|1489009415|0|0|0|0
Is there way to control this behavior. So basically we can to control the call stats.
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Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
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Any one? Is this a bug? I can open a bug report, that its resetting "calls_answered|talk_time" only when the agent change the status to Available. Or is there a solid argument that this is how it should be. Thank you, -Jai On Thu, Mar 9, 2017 at 1:47 AM, Alexandr Popov <alexandr.popov@iqoption.com> wrote:
yeah this counts needs only for max_no_answer behavior
2017-03-08 23:52 GMT+02:00 Jai Rangi <jprangi@gmail.com>:
We are using call center module. We noticed one thing, if the agent change status to not available or on break and then after a while come back to change the status to available. His stats (num of calls answered or talk_time) reset to 0.
Example,
callcenter_config queue list agents sales@domain name|system|uuid|type|contact|status|state|max_no_answer|wra p_up_time|reject_delay_time|busy_delay_time|no_answer_ delay_time|last_bridge_start|last_bridge_end|last_offered_ call|last_status_change|no_answer_count|calls_answered| talk_time|ready_time 101@domain|single_box||callback|[call_timeout=30]user/130@ domain|Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/111@ jdomain|Available|Waiting|0|0|60|60|0|1489009008|1489009016| 1489009000|1488960061*|0|1|8|0*
Here I see 102, had one call for 8 seconds, Change the agent status to break. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'On Break')}")
101@domain|single_box||callback|[call_timeout=30]user/101@ domain|Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/101@domain|On Break|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1489009163| *0|1|8|0*
Change the agent state to Available On Demand, stats are still there. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available (On Demand)')}")
101@domain|single_box||callback|[call_timeout=30]user/101@ domain|Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@domain|Available (On Demand)|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000 |1489009252|*0|1|8|0*
Now changing to Available and stats are reset ed to 0,0, session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}")
101@domain|single_box||callback|[call_timeout=30]user/101@ domain|Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@ domain|Available|Waiting|0|0|60|60|0|1489009008|1489009016| 1489009000|1489009415|0|0|0|0
Is there way to control this behavior. So basically we can to control the call stats.
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
If this use useful to any one else. Made a change in mod_callcenter.c Changed Line umber 914 From sql = switch_mprintf("UPDATE agents SET status = '%q', last_status_change = '%" SWITCH_TIME_T_FMT "', talk_time = 0, calls_answered = 0, no_answer_count = 0" To sql = switch_mprintf("UPDATE agents SET status = '%q', last_status_change = '%" SWITCH_TIME_T_FMT "'" Recompile the module and not, Changing Status to Available does not reset everything. On Tue, Mar 21, 2017 at 6:10 PM, Jai Rangi <jprangi@gmail.com> wrote:
Any one? Is this a bug? I can open a bug report, that its resetting "calls_answered|talk_time" only when the agent change the status to Available.
Or is there a solid argument that this is how it should be.
Thank you,
-Jai
On Thu, Mar 9, 2017 at 1:47 AM, Alexandr Popov < alexandr.popov@iqoption.com> wrote:
yeah this counts needs only for max_no_answer behavior
2017-03-08 23:52 GMT+02:00 Jai Rangi <jprangi@gmail.com>:
We are using call center module. We noticed one thing, if the agent change status to not available or on break and then after a while come back to change the status to available. His stats (num of calls answered or talk_time) reset to 0.
Example,
callcenter_config queue list agents sales@domain name|system|uuid|type|contact|status|state|max_no_answer|wra p_up_time|reject_delay_time|busy_delay_time|no_answer_delay_ time|last_bridge_start|last_bridge_end|last_offered_call| last_status_change|no_answer_count|calls_answered|talk_time|ready_time 101@domain|single_box||callback|[call_timeout=30]user/130@do main|Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/111@jd omain|Available|Waiting|0|0|60|60|0|1489009008|1489009016|14 89009000|1488960061*|0|1|8|0*
Here I see 102, had one call for 8 seconds, Change the agent status to break. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'On Break')}")
101@domain|single_box||callback|[call_timeout=30]user/101@do main|Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/101@domain|On Break|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000|1489009163| *0|1|8|0*
Change the agent state to Available On Demand, stats are still there. session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available (On Demand)')}")
101@domain|single_box||callback|[call_timeout=30]user/101@do main|Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@domain|Available (On Demand)|Waiting|0|0|60|60|0|1489009008|1489009016|1489009000 |1489009252|*0|1|8|0*
Now changing to Available and stats are reset ed to 0,0, session:execute("set", "res=${callcenter_config(agent set status ${caller_id_number}@${domain_name} 'Available')}")
101@domain|single_box||callback|[call_timeout=30]user/101@do main|Available|Waiting|0|0|0|0|0|0|0|1489009000|1488960061|1|0|0|0 102@domain|single_box||callback|[call_timeout=30]user/102@do main|Available|Waiting|0|0|60|60|0|1489009008|1489009016|148 9009000|1489009415|0|0|0|0
Is there way to control this behavior. So basically we can to control the call stats.
____________________________________________________________ _____________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
_________________________________________________________________________ Professional FreeSWITCH Consulting Services: consulting@freeswitch.org http://www.freeswitchsolutions.com
Official FreeSWITCH Sites http://www.freeswitch.org http://confluence.freeswitch.org http://www.cluecon.com
FreeSWITCH-users mailing list FreeSWITCH-users@lists.freeswitch.org http://lists.freeswitch.org/mailman/listinfo/freeswitch-users UNSUBSCRIBE:http://lists.freeswitch.org/mailman/options/freeswitch-users http://www.freeswitch.org
participants (2)
-
Alexandr Popov
-
Jai Rangi