Greetings, list! My boss would like some statistics on how many calls are answered out of specific queues during a given time period, and I'm not sure how exactly to obtain those stats. Here's how our queue system works. 1) Call comes in and enters our 'ring' queue where the phones ring for 15 seconds (caller hears the standard ring tone). 2) After 15 seconds, the caller falls into our 'music on hold' queue, a message is played and the caller hears our music on hold while the phones are rung again. 3) After 30 seconds, if the caller is still in our 'moh' queue, they drop out of queue and immediately re-enter the 'moh' queue again until the call is answered or the caller hangs up. How can I find out how many calls are answered out of each queue during certain times (1st shift, 2nd shift, etc...)? Also, I'm curious how I can track how many times a call repeats the 'moh' queue. Thanks in advance, Jay
On Thu, 2007-07-26 at 09:37 -0500, Jay Moore wrote:> My boss would like some statistics on how many calls are answered out of > specific queues during a given time period, and I'm not sure how exactly > to obtain those stats.It sounds like you've got quite the queue setup (although I don't quite see why your calls jump out and back into the moh queue). All the of queue statistics you need should be available with careful parsing of the queue log (usually located in /var/log/asterisk/queue_log). You can also trigger custom queue log events from the dialplan by calling the QueueLog() application. In your case, you might want to add a custom queue log entry every time the caller rejoins the moh queue, saying something to the effect of "Caller XYZ has rejoined the moh queue for the 10th time" or something like that. -- Jared Smith Community Relations Manager Digium, Inc.
This may not be the best solution for you, but it's the only one I can speak for. We use QueueMetrics for our queue information and reporting. There is a small cost for it, but it is worth every penny. On 7/26/07, Jay Moore <jaymoore at accu-com.com> wrote:> Greetings, list! > > My boss would like some statistics on how many calls are answered out of > specific queues during a given time period, and I'm not sure how exactly > to obtain those stats. Here's how our queue system works. > > 1) Call comes in and enters our 'ring' queue where the phones ring for > 15 seconds (caller hears the standard ring tone). > > 2) After 15 seconds, the caller falls into our 'music on hold' queue, a > message is played and the caller hears our music on hold while the > phones are rung again. > > 3) After 30 seconds, if the caller is still in our 'moh' queue, they > drop out of queue and immediately re-enter the 'moh' queue again until > the call is answered or the caller hangs up. > > How can I find out how many calls are answered out of each queue during > certain times (1st shift, 2nd shift, etc...)? Also, I'm curious how I > can track how many times a call repeats the 'moh' queue. > > Thanks in advance, > Jay > > _______________________________________________ > --Bandwidth and Colocation Provided by http://www.api-digital.com-- > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users >
Jay, You could try ASTassistant. It has Queue information at a glance. http://www.astassistant.com ----- Original Message ----- From: "Jay Moore" <jaymoore at accu-com.com> To: "Asterisk Users Mailing List - Non-Commercial Discussion" <asterisk-users at lists.digium.com> Sent: Thursday, July 26, 2007 7:37 AM Subject: [asterisk-users] Queue stats> Greetings, list! > > My boss would like some statistics on how many calls are answered out of > specific queues during a given time period, and I'm not sure how exactly > to obtain those stats. Here's how our queue system works. > > 1) Call comes in and enters our 'ring' queue where the phones ring for > 15 seconds (caller hears the standard ring tone). > > 2) After 15 seconds, the caller falls into our 'music on hold' queue, a > message is played and the caller hears our music on hold while the > phones are rung again. > > 3) After 30 seconds, if the caller is still in our 'moh' queue, they > drop out of queue and immediately re-enter the 'moh' queue again until > the call is answered or the caller hangs up. > > How can I find out how many calls are answered out of each queue during > certain times (1st shift, 2nd shift, etc...)? Also, I'm curious how I > can track how many times a call repeats the 'moh' queue. > > Thanks in advance, > Jay > > _______________________________________________ > --Bandwidth and Colocation Provided by http://www.api-digital.com-- > > asterisk-users mailing list > To UNSUBSCRIBE or update options visit: > http://lists.digium.com/mailman/listinfo/asterisk-users
Hello Jay,
Sounds like quite a complicated set up. Most queue statistics packages
will break your callers down depending on which queue they were actually
answered in (or hung up on).
If you want your stats listed as if the callers were in a single queue,
you can sign up for a FREE OrderlyStats account at
http://www.orderlyq.com/orderlystats.html - once you're all done, let us
know and we'll show you how OrderlyStats can show these calls as if your
three queues were just one.
Hope this helps,
Matt.
Jay wrote:
Greetings, list!
My boss would like some statistics on how many calls are answered out of
specific queues during a given time period, and I'm not sure how exactly
to obtain those stats. Here's how our queue system works.
1) Call comes in and enters our 'ring' queue where the phones ring for
15 seconds (caller hears the standard ring tone).
2) After 15 seconds, the caller falls into our 'music on hold' queue, a
message is played and the caller hears our music on hold while the
phones are rung again.
3) After 30 seconds, if the caller is still in our 'moh' queue, they
drop out of queue and immediately re-enter the 'moh' queue again until
the call is answered or the caller hangs up.
How can I find out how many calls are answered out of each queue during
certain times (1st shift, 2nd shift, etc...)? Also, I'm curious how I
can track how many times a call repeats the 'moh' queue.
Thanks
Jay Moore wrote (received 2007-07-28):> My boss would like some statistics on how many calls are answered out of > specific queues during a given time period, and I'm not sure how exactly > to obtain those stats. Here's how our queue system works. > > 1) Call comes in and enters our 'ring' queue where the phones ring for > 15 seconds (caller hears the standard ring tone). > > 2) After 15 seconds, the caller falls into our 'music on hold' queue, a > message is played and the caller hears our music on hold while the > phones are rung again. > > 3) After 30 seconds, if the caller is still in our 'moh' queue, they > drop out of queue and immediately re-enter the 'moh' queue again until > the call is answered or the caller hangs up.So why drop them out of the queue?> How can I find out how many calls are answered out of each queue during > certain times (1st shift, 2nd shift, etc...)? Also, I'm curious how I > can track how many times a call repeats the 'moh' queue.There are various ways to solve this. I would suggest to get familiar with the queue log (/var/log/asterisk/queue_log). You could use a script in whatever language you like to read that file. Or you could write a script to import the log entries into an SQL database. (There are some scripts around to do that, search for "asterisk queue_log mysql".) Or you could call a custom logger script directly from the dialplan with TrySystem() for example. Another option would be to listen to events from the manager interface (AMI) but that's probably not what you are looking for. Hope that helps. Regards, Philipp Kempgen -- amooma GmbH - Bachstr. 126 - 56566 Neuwied - http://www.amooma.de Let's use IT to solve problems and not to create new ones. Asterisk? -> http://www.das-asterisk-buch.de My pick of the month: rfc 2822 3.6.5 Gesch?ftsf?hrer: Stefan Wintermeyer Handelsregister: Neuwied B 14998
Hello Jay, you may want to have a look at QueueMetrics - everything you're looking for is already there. :-) l. On Thu, 26 Jul 2007 16:37:56 +0200, Jay Moore <jaymoore at accu-com.com> wrote:> Greetings, list! > > My boss would like some statistics on how many calls are answered out of > specific queues during a given time period, and I'm not sure how exactly > to obtain those stats. Here's how our queue system works. > > 1) Call comes in and enters our 'ring' queue where the phones ring for > 15 seconds (caller hears the standard ring tone). > > 2) After 15 seconds, the caller falls into our 'music on hold' queue, a > message is played and the caller hears our music on hold while the > phones are rung again. > > 3) After 30 seconds, if the caller is still in our 'moh' queue, they > drop out of queue and immediately re-enter the 'moh' queue again until > the call is answered or the caller hangs up. > > How can I find out how many calls are answered out of each queue during > certain times (1st shift, 2nd shift, etc...)? Also, I'm curious how I > can track how many times a call repeats the 'moh' queue. > > Thanks in advance, > Jay >-- Loway Research - Home of QueueMetrics http://queuemetrics.com
I am submitting a patch to the Bug tracker next week that will have a manager event fired alongside every queue log write. You can then send the queue information to the database in realtime if you have a manager interface script. If anyone is willing to test this patch once posted, I would appreciate it. Anthony ---------- Original Message ---------------------------------- From: Philipp Kempgen <philipp.kempgen at amooma.de> Reply-To: Asterisk Users Mailing List - Non-Commercial Discussion<asterisk-users at lists.digium.com> Date: Sat, 28 Jul 2007 12:13:41 +0200>Jay Moore wrote (received 2007-07-28): > >> My boss would like some statistics on how many calls are answered out of specific queues during a given time period, and I'm not sure how exactly to obtain those stats. Here's how our queue system works.[message truncated] ________________________________________________________________ Sent via the WebMail system at rockynet.com