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Added live monitoring option through QueueMetrics feature

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git-svn-id: svn://192.168.202.10@1132 3d104415-ff17-0410-8863-d5cf3c621b8a
This commit is contained in:
mattf
2009-05-30 14:13:26 +00:00
parent 8b3527d30f
commit 4eb6b57a37
5 changed files with 301 additions and 30 deletions
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UPGRADE
+5
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@@ -62,6 +62,11 @@ NOTE: Upgrading from 1.1.12-3 to 2.0.1 is at the bottom
14. Added option to login as an agent with no phone. Must create a phones entry
called nophone with dialplan number of 8300.
15. Added live monitoring of calls and retrieval of recorded calls through the
QueueMetrics interface
docs/QUEUEMETRICS.txt
+6 -3
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@@ -4,18 +4,21 @@ queue_log logging was added to VICIDIAL outbound auto calling as an option in th
This document goes over the features and needed changes made to VICIDIAL to enable it to insert activity records into the queue_log and other tables in MySQL that QueueMetrics uses for it's statistical analysis and reports. This document should not be taken as a HOWTO for proper installation steps to get QueueMetrics working.
QueueMetrics is a closed-source, commercial product written by Loway Research in Italy. The writers of VICIDIAL do not support or warranty QueueMetrics or it's functionality with VICIDIAL in any way.
QueueMetrics is a closed-source, commercial product written by Loway Research in Italy/Switzerland. The writers of VICIDIAL do not support or warranty QueueMetrics or it's functionality with VICIDIAL in any way.
This feature was added to the package at the request of several users of VICIDIAL and was achieved with some help from the creators of QueueMetrics(although all VICIDIAL code changes were done entirely by Matt Florell).
This feature is functional on outbound manual dialing, auto dialing and inbound call handling as of 2008-06-30(SVN trunk 2.0.5).
as of 2008-10-30, several validation and correction functions were added to the AST_cleanup_agent_log.pl script that is supposed to run every hour. These functions should clean up any queue_log errors that appear and cause QueueMetrics to display incorrect call totals.
Another very important issue to note is that just like with VICIDIAL on multi-server systems, if QueueMetrics data is being generated on a multi-server system the data will be corrupted if all of the servers are not on the same time. I strongly recommend getting ntp working properly on all servers in a VICIDIAL or QueueMetrics server cluster.
To be able to view stats for inbound and outbound calls properly you need to add each one individually in QueueMetrics "queues" and properly set whether each one is inbound or outbound. After that you can create a combined queue-alias with all of the campaigns and in-groups in it and it will tell you correctly the number of inbound and outbound calls.
As of 2008-10-30, several validation and correction functions were added to the AST_cleanup_agent_log.pl script that is supposed to run every hour. These functions should clean up any queue_log errors that appear and cause QueueMetrics to display incorrect call totals.
As of 2009-05-30, live montoring and playback of archived recordings through the QueueMetrics interface was added. To use this you must have the audio.server, audio.liveserver and default.audioRpcServer variables set properly in the configuration.properties file as specified toward the bottom of this document. The live monitoring asks for an extension to send the call to, this is an extension dialed on the active voicemail server as defined in the system settings. If there is no active voicemail defined then the live monitor will place the call to the extension on the server that the agent is on.
Here is a short summary of the needed steps to install QueueMetrics on your system:
www/vicidial/QM_live_monitor.php
+177
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@@ -0,0 +1,177 @@
<?php
# QM_live_monitor.php
#
# Copyright (C) 2009 Matt Florell <vicidial@gmail.com> LICENSE: AGPLv2
#
# Script to initiate live monitoring from QueueMetrics link
#
# CHANGELOG:
# 90529-2115 - First Build
#
$version = '2.2.0-1';
$build = '90529-2115';
header ("Content-type: text/html; charset=utf-8");
require("dbconnect.php");
require("functions.php");
if (isset($_GET["DB"])) {$DB=$_GET["DB"];}
elseif (isset($_POST["DB"])) {$DB=$_POST["DB"];}
if (isset($_GET["campaign"])) {$campaign=$_GET["campaign"];}
elseif (isset($_POST["campaign"])) {$campaign=$_POST["campaign"];}
if (isset($_GET["user"])) {$user=$_GET["user"];}
elseif (isset($_POST["user"])) {$user=$_POST["user"];}
if (isset($_GET["server_ip"])) {$server_ip=$_GET["server_ip"];}
elseif (isset($_POST["server_ip"])) {$server_ip=$_POST["server_ip"];}
if (isset($_GET["session"])) {$session=$_GET["session"];}
elseif (isset($_POST["session"])) {$session=$_POST["session"];}
if (isset($_GET["phone"])) {$phone=$_GET["phone"];}
elseif (isset($_POST["phone"])) {$phone=$_POST["phone"];}
if (isset($_GET["type"])) {$type=$_GET["type"];}
elseif (isset($_POST["type"])) {$type=$_POST["type"];}
if (isset($_GET["call"])) {$call=$_GET["call"];}
elseif (isset($_POST["call"])) {$call=$_POST["call"];}
if (isset($_GET["QMuser"])) {$QMuser=$_GET["QMuser"];}
elseif (isset($_POST["QMuser"])) {$QMuser=$_POST["QMuser"];}
if (isset($_GET["extension"])) {$extension=$_GET["extension"];}
elseif (isset($_POST["extension"])) {$extension=$_POST["extension"];}
if (isset($_GET["stage"])) {$stage=$_GET["stage"];}
elseif (isset($_POST["stage"])) {$stage=$_POST["stage"];}
$ERR=0;
$ERRstring='';
#############################################
##### START QUEUEMETRICS LOGGING LOOKUP #####
$stmt = "SELECT enable_queuemetrics_logging FROM system_settings;";
$rslt=mysql_query($stmt, $link);
if ($DB) {echo "$stmt\n";}
$qm_conf_ct = mysql_num_rows($rslt);
if ($qm_conf_ct > 0)
{
$row=mysql_fetch_row($rslt);
$enable_queuemetrics_logging = $row[0];
}
##### END QUEUEMETRICS LOGGING LOOKUP #####
###########################################
if ($enable_queuemetrics_logging > 0)
{
$stmt = "SELECT user,server_ip,conf_exten,comments FROM vicidial_live_agents where callerid='$call';";
$rslt=mysql_query($stmt, $link);
if ($DB) {echo "$stmt\n";}
$vla_conf_ct = mysql_num_rows($rslt);
if ($vla_conf_ct > 0)
{
$row=mysql_fetch_row($rslt);
$VLAuser = $row[0];
$VLAserver_ip = $row[1];
$VLAconf_exten = $row[2];
$stmt = "SELECT campaign_id,phone_number,call_type FROM vicidial_auto_calls where callerid='$call';";
$rslt=mysql_query($stmt, $link);
if ($DB) {echo "$stmt\n";}
$vla_conf_ct = mysql_num_rows($rslt);
if ($vla_conf_ct > 0)
{
$row=mysql_fetch_row($rslt);
$VACcampaign = $row[0];
$VACphone = $row[1];
$VACtype = $row[2];
if ($stage == 'MONITOR')
{
$script_name = getenv("SCRIPT_NAME");
$server_name = getenv("SERVER_NAME");
$server_port = getenv("SERVER_PORT");
if (eregi("443",$server_port)) {$HTTPprotocol = 'https://';}
else {$HTTPprotocol = 'http://';}
$admDIR = "$HTTPprotocol$server_name$script_name";
$admDIR = eregi_replace('QM_live_monitor.php','',$admDIR);
$monitor_script = 'non_agent_api.php';
$monitorURL = "$admDIR$monitor_script?source=queuemetrics&function=blind_monitor&user=$user&pass=$call&phone_login=$extension&session_id=$session&server_ip=$server_ip&stage=$stage";
$monitorCONTENTS = file("$monitorURL");
if (eregi('SUCCESS',$monitorCONTENTS[0]))
{
echo "<HTML><BODY BGCOLOR=\"E6E6E6\" onLoad=\"javascript:window.close();\">\n";
}
else
{
echo "<HTML><BODY BGCOLOR=\"E6E6E6\">\n";
echo "$monitorCONTENTS[0]<BR>\n";
}
echo "<!-- $monitorURL -->\n";
echo "<!-- $monitorCONTENTS[0] -->\n";
echo "<FORM ACTION=\"$PHP_SELF\" METHOD=POST>\n";
echo "<INPUT TYPE=BUTTON VALUE=\"Close Window\" onClick=\"javascript:window.close();\">";
echo "\n";
echo "</FORM>\n";
echo "</BODY></HTML>\n";
exit;
}
else
{
echo "<HTML><BODY BGCOLOR=\"E6E6E6\">";
echo "<FORM ACTION=\"$PHP_SELF\" METHOD=POST>\n";
echo "<INPUT TYPE=HIDDEN NAME=stage VALUE=\"MONITOR\">\n";
echo "<INPUT TYPE=HIDDEN NAME=campaign VALUE=\"$campaign\">\n";
echo "<INPUT TYPE=HIDDEN NAME=user VALUE=\"$user\">\n";
echo "<INPUT TYPE=HIDDEN NAME=server_ip VALUE=\"$server_ip\">\n";
echo "<INPUT TYPE=HIDDEN NAME=session VALUE=\"$session\">\n";
echo "<INPUT TYPE=HIDDEN NAME=phone VALUE=\"$phone\">\n";
echo "<INPUT TYPE=HIDDEN NAME=type VALUE=\"$type\">\n";
echo "<INPUT TYPE=HIDDEN NAME=call VALUE=\"$call\">\n";
echo "<INPUT TYPE=HIDDEN NAME=QMuser VALUE=\"$QMuser\">\n";
echo "Remote Monitor:<BR>";
echo "<TABLE CELLPADDING=4 CELLSPACING=1 BORDER=2>";
echo "<TR><TD ALIGN=RIGHT>Agent: </TD><TD>$user</TD></TR>";
echo "<TR><TD ALIGN=RIGHT>Customer: </TD><TD>$phone</TD></TR>";
echo "<TR><TD ALIGN=RIGHT>Call Type: </TD><TD>$type</TD></TR>";
echo "<TR><TD ALIGN=RIGHT>Queue: </TD><TD>$campaign</TD></TR>";
echo "<TR><TD ALIGN=RIGHT>Extension: </TD>";
echo "<TD><INPUT TYPE=TEXT NAME=extension SIZE=20 MAXLENGTH=20></TD></TR>\n";
echo "<TR><TD ALIGN=CENTER COLSPAN=2><INPUT TYPE=BUTTON VALUE=\"Close Window\" onClick=\"javascript:window.close();\">";
echo "<INPUT TYPE=SUBMIT NAME=SUBMIT VALUE=SUBMIT></TD></TR>\n";
echo "</FORM>";
echo "</BODY></HTML>";
exit;
}
}
else
{
$ERR++;
$ERRstring = "Call not found";
}
}
else
{
$ERR++;
$ERRstring = "Agent not found";
}
}
else
{
$ERR++;
$ERRstring = "QueueMetrics is not enabled on this system";
}
if ($ERR > 0)
{
echo "ERROR: $ERRstring\n";
echo "<!-- Agent: $user -->\n";
echo "<!-- Call: $call -->\n";
exit;
}
exit;
www/vicidial/non_agent_api.php
+27 -11
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@@ -23,10 +23,11 @@
# 90508-0642 - Changed to PHP long tags
# 90514-0602 - Added sounds_list function
# 90522-0506 - Security fix
# 90530-0946 - Added QueueMetrics blind monitoring option
#
$version = '2.2.0-9';
$build = '90522-0506';
$version = '2.2.0-10';
$build = '90530-0946';
require("dbconnect.php");
@@ -456,7 +457,7 @@ if ($function == 'blind_monitor')
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$allowed_user=$row[0];
if ($allowed_user < 1)
if ( ($allowed_user < 1) and ($source != 'queuemetrics') )
{
$result = 'ERROR';
$result_reason = "blind_monitor USER DOES NOT HAVE PERMISSION TO BLIND MONITOR";
@@ -490,7 +491,7 @@ if ($function == 'blind_monitor')
$row=mysql_fetch_row($rslt);
$phone_exists=$row[0];
if ($phone_exists < 1)
if ( ($phone_exists < 1) and ($source != 'queuemetrics') )
{
$result = 'ERROR';
$result_reason = "blind_monitor INVALID PHONE LOGIN";
@@ -501,13 +502,28 @@ if ($function == 'blind_monitor')
}
else
{
$stmt="SELECT dialplan_number,server_ip,outbound_cid from phones where login='$phone_login';";
if ($DB) {echo "|$stmt|\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$dialplan_number = $row[0];
$monitor_server_ip =$row[1];
$outbound_cid = $row[2];
if ($source == 'queuemetrics')
{
$stmt="SELECT active_voicemail_server from system_settings;";
if ($DB) {echo "|$stmt|\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$monitor_server_ip = $row[0];
$dialplan_number = $phone_login;
$outbound_cid = '';
if (strlen($monitor_server_ip)<7)
{$monitor_server_ip = $server_ip;}
}
else
{
$stmt="SELECT dialplan_number,server_ip,outbound_cid from phones where login='$phone_login';";
if ($DB) {echo "|$stmt|\n";}
$rslt=mysql_query($stmt, $link);
$row=mysql_fetch_row($rslt);
$dialplan_number = $row[0];
$monitor_server_ip =$row[1];
$outbound_cid = $row[2];
}
$S='*';
$D_s_ip = explode('.', $server_ip);
www/vicidial/xml_rpc_audio_server_vicidial.php
+86 -16
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@@ -8,6 +8,7 @@
#
# CHANGES
# 90525-1141 - First build
# 90529-2041 - Added Realtime monitoring
#
// $Id: xmlrpc_audio_server.php,v 1.3 2007/11/12 17:53:09 lenz Exp $
@@ -157,7 +158,6 @@ function find_file( $ServerID, $AsteriskID, $QMUserID, $QMUserName )
$FILE_ENCODING = "wav";
$FILE_DURATION = "0:00";
}
}
else
{
@@ -177,17 +177,83 @@ function find_file( $ServerID, $AsteriskID, $QMUserID, $QMUserName )
# $FILE_DURATION = "1:12";
}
function listen_call( $ServerID, $AsteriskID, $Agent, $QMUserID, $QMUserName, $Direction )
function listen_call( $ServerID, $AsteriskID, $Agent, $QMUserID, $QMUserName )
{
global $CALL_FOUND;
global $CALL_LISTEN_URL;
global $CALL_POPUP_WIDTH;
global $CALL_POPUP_HEIGHT;
$CALL_FOUND = false;
$CALL_LISTEN_URL = "http://listennow.server/$ServerID/$AsteriskID/$QMUserID/$QMUserName/$Agent/$Direction";
$CALL_POPUP_WIDTH = "200";
require("dbconnect.php");
require("functions.php");
$CALL_POPUP_WIDTH = "250";
$CALL_POPUP_HEIGHT = "250";
#############################################
##### START QUEUEMETRICS LOGGING LOOKUP #####
$stmt = "SELECT enable_queuemetrics_logging FROM system_settings;";
$rslt=mysql_query($stmt, $link);
if ($DB) {echo "$stmt\n";}
$qm_conf_ct = mysql_num_rows($rslt);
if ($qm_conf_ct > 0)
{
$row=mysql_fetch_row($rslt);
$enable_queuemetrics_logging = $row[0];
}
##### END QUEUEMETRICS LOGGING LOOKUP #####
###########################################
if ($enable_queuemetrics_logging > 0)
{
$stmt = "SELECT user,server_ip,conf_exten,comments FROM vicidial_live_agents where callerid='$AsteriskID';";
$rslt=mysql_query($stmt, $link);
if ($DB) {echo "$stmt\n";}
$vla_conf_ct = mysql_num_rows($rslt);
if ($vla_conf_ct > 0)
{
$row=mysql_fetch_row($rslt);
$VLAuser = $row[0];
$VLAserver_ip = $row[1];
$VLAconf_exten = $row[2];
$stmt = "SELECT campaign_id,phone_number,call_type FROM vicidial_auto_calls where callerid='$AsteriskID';";
$rslt=mysql_query($stmt, $link);
if ($DB) {echo "$stmt\n";}
$vla_conf_ct = mysql_num_rows($rslt);
if ($vla_conf_ct > 0)
{
$row=mysql_fetch_row($rslt);
$VACcampaign = $row[0];
$VACphone = $row[1];
$VACtype = $row[2];
$script_name = getenv("SCRIPT_NAME");
$server_name = getenv("SERVER_NAME");
$server_port = getenv("SERVER_PORT");
if (eregi("443",$server_port)) {$HTTPprotocol = 'https://';}
else {$HTTPprotocol = 'http://';}
$admDIR = "$HTTPprotocol$server_name$script_name";
$admDIR = eregi_replace('xml_rpc_audio_server_vicidial.php','',$admDIR);
$monitor_script = 'QM_live_monitor.php';
$CALL_FOUND = true;
$CALL_LISTEN_URL = "$admDIR$monitor_script?campaign=$VACcampaign&user=$VLAuser&server_ip=$VLAserver_ip&session=$VLAconf_exten&phone=$VACphone&type=$VACtype&call=$AsteriskID&QMuser=$QMUserID";
}
else
{
$CALL_FOUND = false;
$CALL_LISTEN_URL = "";
}
}
else
{
$CALL_FOUND = false;
$CALL_LISTEN_URL = "";
}
}
# $CALL_FOUND = true;
# $CALL_LISTEN_URL = "http://listennow.server/$ServerID/$AsteriskID/$QMUserID/$QMUserName/$Agent";
}
@@ -220,16 +286,20 @@ function xmlrpc_find_file( $params ) {
return new XML_RPC_Response($response);
}
function xmlrpc_listen_call_inbound( $params ) {
xmlrpc_listen_call( $params, "INBOUND" );
}
function xmlrpc_listen_call_outbound( $params ) {
xmlrpc_listen_call( $params, "OUTBOUND" );
}
function xmlrpc_listen_call( $params, $direction ) {
function xmlrpc_listen_call( $params ) {
global $CALL_FOUND;
global $CALL_LISTEN_URL;
global $CALL_POPUP_WIDTH;
@@ -241,7 +311,7 @@ function xmlrpc_listen_call( $params, $direction ) {
$p3 = $params->getParam(3)->scalarval(); // QM user ID
$p4 = $params->getParam(3)->scalarval(); // QM user name
listen_call( $p0, $p1, $p2, $p3, $p4, $direction );
listen_call( $p0, $p1, $p2, $p3, $p4 );
$response = new XML_RPC_Value(array(
new XML_RPC_Value( $CALL_FOUND, 'boolean' ),
@@ -264,10 +334,10 @@ $server = new XML_RPC_Server(
'function' => 'xmlrpc_find_file'
),
'QMAudio.listenOngoingCall' => array(
'function' => 'xmlrpc_listen_call_inbound'
'function' => 'xmlrpc_listen_call'
),
'QMAudio.listenOngoingCallOutbound' => array(
'function' => 'xmlrpc_listen_call_outbound'
'function' => 'xmlrpc_listen_call'
),
),