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df105bb02b6e28a975365bebe392d730141ba0ca
agc_2-X/docs/QUEUEMETRICS.txt
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mattf df105bb02b Added QueueMetrics XMLRPC PHP script for auto-lookups of recordings within the QueueMetrics interface 
Updated QueueMetrics installation instructions and integration options documentation

git-svn-id: svn://192.168.202.10@1127 3d104415-ff17-0410-8863-d5cf3c621b8a
2009-05-26 14:58:19 +00:00

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VICIDIAL and QueueMetrics
queue_log logging was added to VICIDIAL outbound auto calling as an option in the 2.0.3 release tree.
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.
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.
Here is a short summary of the needed steps to install QueueMetrics on your system:
NOTE: further down in this document are updated installation instructions and instructions for installing on OpenSuSE 11.1.
First, get Sun Java SDK/JRE and install on your system.
NOTE: the GCJ java JRE available on most RedHat/Feroda/CentOS systems WILL NOT WORK
download and install the Java jdk-1_5_0_11-linux-i586-rpm.bin from:
http://www.sun.com/software/communitysource/j2se/java2/index.xml
cd /usr/local
chmod 0777 jdk-1_5_0_11-linux-i586-rpm.bin
./jdk-1_5_0_11-linux-i586-rpm.bin
ls -l
rpm -i jdk-1_5_0_11-linux-i586.rpm
wget http://www.mirrorgeek.com/apache.org/tomcat/tomcat-5/v5.5.20/bin/apache-tomcat-5.5.20.tar.gz
gunzip apache-tomcat-5.5.20.tar.gz
tar xvf apache-tomcat-5.5.20.tar
ln -s apache-tomcat-5.5.20 tomcat
cd apache-tomcat-5.5.20
JAVA_HOME=/usr/java/jdk1.5.0_11/
JAVA_OPTS="-Xms256M -Xmx512M"
JRE_HOME=/usr/java/jdk1.5.0_11/jre
or
JRE_HOME=/usr/java/jre1.6.0/
JAVA_HOME=/usr/java/
JAVA_OPTS="-Xms256M -Xmx512M"
export JAVA_HOME
export JAVA_OPTS
export JRE_HOME
/usr/local/tomcat/bin/startup.sh
At this point you should go here on your web browser to see if the tomcat installation went well:
http://ip-address:8080/
If it did, then you want to add the following lines to your /etc/rc.d/rc.local file so that tomcat will start up on boot:
JAVA_HOME=/usr/java/jdk1.5.0_11/
JAVA_OPTS="-Xms256M -Xmx512M"
JRE_HOME=/usr/java/jdk1.5.0_11/jre
export JAVA_HOME
export JAVA_OPTS
export JRE_HOME
/usr/local/tomcat/bin/startup.sh
cd /usr/local
*** download QueueMetrics and place it in /usr/local ***
gunzip QueueMetrics-1.1.tar.gz
tar xvf QueueMetrics-1.1.tar
mv queuemetrics-1.1 /usr/local/tomcat/webapps/qm
cd /usr/local/tomcat/webapps/qm/WEB_INF
wget http://mysql.mirrors.pair.com/Downloads/Connector-J/mysql-connector-java-3.0.10-stable.tar.gz
gunzip mysql-connector-java-3.0.10-stable.tar.gz
tar xvf mysql-connector-java-3.0.10-stable.tar
cp mysql-connector-java-3.0.10-stable/mysql-connector-java-3.0.10-stable-bin.jar ./lib/
At this point you should go here on your web browser to see if the tomcat installation went well:
http://ip-address:8080/qm
If you see a QueueMetrics page(probably with many errors), then installation went well up to this point.
You now need to add the database tables, configure the web.xml file and configuration.properties file for your system.
Now to the database side of things.
First, give permissions to your user:
GRANT ALL PRIVILEGES ON queuemetrics.* TO qm@'localhost' IDENTIFIED BY 'qm';
GRANT ALL PRIVILEGES ON queuemetrics.* TO qm@'%' IDENTIFIED BY 'qm';
Second, the queue_log table:
mysql> describe queue_log;
+------------------+------------------+------+-----+---------+-------+
| Field | Type | Null | Key | Default | Extra |
+------------------+------------------+------+-----+---------+-------+
| partition | char(20) | NO | MUL | NULL | |
| time_id | int(11) unsigned | NO | MUL | 0 | |
| call_id | char(30) | NO | MUL | NULL | |
| queue | char(30) | NO | | NULL | |
| agent | char(30) | NO | | NULL | |
| verb | char(30) | NO | | NULL | |
| data1 | char(30) | NO | | NULL | |
| data2 | char(30) | NO | | NULL | |
| data3 | char(30) | NO | | NULL | |
| data4 | char(30) | NO | | NULL | |
| serverid | varchar(10) | NO | | 0 | |
| fileid | int(10) unsigned | NO | | NULL | |
| recordid | int(10) unsigned | NO | | NULL | |
| unique_row_count | int(11) | NO | | NULL | |
+------------------+------------------+------+-----+---------+-------+
Use the following query to create a queue_log table in your asterisk database
to gather queue_log entries without doing a full QueueMetrics install:
CREATE TABLE queue_log (
partition VARCHAR(20) NOT NULL,
time_id INT(11) UNSIGNED NOT NULL default '0',
call_id VARCHAR(30) NOT NULL,
queue VARCHAR(30) NOT NULL,
agent VARCHAR(30) NOT NULL,
verb VARCHAR(30) NOT NULL,
data1 VARCHAR(30) NOT NULL,
data2 VARCHAR(30) NOT NULL,
data3 VARCHAR(30) NOT NULL,
data4 VARCHAR(30) NOT NULL,
serverid VARCHAR(10) NOT NULL default '0',
fileid INT(10) UNSIGNED,
recordid INT(10) UNSIGNED,
unique_row_count INT(10) UNSIGNED NOT NULL,
index(time_id),
index(call_id)
);
partition: set to "P01" for the first partition, should match up with configuration.properties presets
time_id: epoch, unixtime (seconds since 1970-01-01 00:00:00) [1170345603]
call_id: Asterisk unique prepended with server_id field [1-1170345497.30369]
For VICIDIAL we will use the CallerIDname of the call to
queue: the queue that call came into (we will use the campaign_id here)
agent: we will use the user ID prepended by "agent/" [agent/6666]
verbs:
system actions - used by the AST_VDadapt.pl script when starting up
QUEUESTART
agent actions - used by vicidial.php, vdc_db_query.php and AST_VDremote_agents.pl
AGENTLOGIN(channel)
AGENTLOGOFF(channel|logintime)
PAUSEALL
PAUSE
UNPAUSEALL
UNPAUSE
PAUSEREASON
call actions before going to agent - used by agi-VDAD_ALL_inbound/outbound scripts
ENTERQUEUE(url|callerid)
CONNECT(holdtime)
EXITWITHTIMEOUT(position)
EXITWITHKEY(key|position)
TRANSFER(extension|context|holdtime|calltime)
call actions before going to agent - used by AST_VDauto_dial.pl
ABANDON(position|origposition|waittime)
call actions after going to agent - used by vicidial.php, vdc_db_query.php and FastAGI_log.pl
COMPLETEAGENT(holdtime|calltime|origposition)
COMPLETECALLER(holdtime|calltime|origposition)
CALLSTATUS(status)
not used in vicidial -
EXITEMPTY(position|origposition|waittime)
AGENTDUMP
data1: call termination codes, TBD
data2: callerID or number called(sometimes prepended by DNIS) [3101-9015556189]
NOTE: the queuemetrics_eq_prepend field allows you to specify what
vicidial_list field you would like to prefend to the phone number on
ENTERQUEUE events
data3: ??
data4: ??
serverid: number of the server the call came from [for VICIDIAL use the database system_settings.queuemetrics_log_id field]
On the vicidial database side of things, we will add the following columns to the system_settings table:
enable_queuemetrics_logging ENUM('0','1') default '0',
queuemetrics_server_ip VARCHAR(15),
queuemetrics_dbname VARCHAR(50),
queuemetrics_login VARCHAR(50),
queuemetrics_pass VARCHAR(50),
queuemetrics_url VARCHAR(255),
queuemetrics_log_id VARCHAR(10) default 'VIC'
queuemetrics_eq_prepend VARCHAR(255) default 'NONE'
Instructions for setting up the XML RPC recording lookup php script:
Install PEAR XML_RPC libraries:
pear install XML_RPC-1.5.1
updated install instructions (2009-05-25):
wget http://www.mirrorgeek.com/apache.org/tomcat/tomcat-6/v6.0.18/bin/apache-tomcat-6.0.18.tar.gz
gunzip apache-tomcat-6.0.18.tar.gz
tar xvf apache-tomcat-6.0.18.tar
ln -s apache-tomcat-6.0.18 tomcat
cd apache-tomcat-6.0.18
/usr/local/tomcat/bin/startup.sh
At this point you should go here on your web browser to see if the tomcat installation went well:
http://192.168.1.100:8080/
If it did, then you want to add the following lines to your /etc/rc.d/rc.local file so that tomcat will start up on boot:
/usr/local/tomcat/bin/startup.sh
cd /usr/local
wget http://queuemetrics.com/download/QueueMetrics-1.5.3-trial.tar.gz
gunzip QueueMetrics-1.5.3-trial.tar.gz
tar xvf QueueMetrics-1.5.3-trial.tar
mv queuemetrics-1.5.3 /usr/local/tomcat/webapps/QM
cd /usr/local/tomcat/webapps/QM/WEB-INF
wget http://mirror.services.wisc.edu/mysql/Downloads/Connector-J/mysql-connector-java-3.0.10-stable.tar.gz
gunzip mysql-connector-java-3.0.10-stable.tar.gz
tar xvf mysql-connector-java-3.0.10-stable.tar
cp mysql-connector-java-3.0.10-stable/mysql-connector-java-3.0.10-stable-bin.jar ./lib/
At this point you should go here on your web browser to see if the tomcat installation went well:
http://ip-address:8080/QM
If you see a QueueMetrics page(probably with many errors), then installation went well up to this point.
You now need to add the database tables, configure the web.xml file and configuration.properties file for your system.
mysql
CREATE DATABASE queuemetrics;
GRANT ALL PRIVILEGES ON queuemetrics.* TO 'queuemetrics'@'localhost' IDENTIFIED BY 'javadude';
GRANT ALL PRIVILEGES ON queuemetrics.* TO queuemetrics@localhost IDENTIFIED BY 'javadude';
GRANT ALL PRIVILEGES ON queuemetrics.* TO queuemetrics@'%' IDENTIFIED BY 'javadude';
mysql --user=queuemetrics --password=javadude queuemetrics < /usr/local/apache-tomcat-6.0.18/webapps/QM/WEB-INF/README/queuemetrics_sample.sql
change the following in the configuration.properties file:
# This is the default queue log file.
default.queue_log_file=sql:P01
# audio recording lookup link, change the audioRpcServer to point to your server
audio.server=it.loway.app.queuemetrics.callListen.listeners.ClassicXmlRpcRecordings
audio.liveserver=it.loway.app.queuemetrics.callListen.RTlisteners.ClassicXmlRpcListenerRT
default.audioRpcServer=http://10.0.0.4/vicidial/xml_rpc_audio_server_vicidial.php
change the following in the web.xml file(change server IP):
<param-value>jdbc:mysql://10.0.0.4/queuemetrics?autoReconnect=true&amp;zeroDateTimeBehavior=convertToNull&amp;jdbcCompliantTruncation=false&amp;us
er=queuemetrics&amp;password=javadude</param-value>
</init-param>
OpenSuSE 11.1 installation instructions:
How to install Queue Metrics on OpenSuSE v.11.1 (32 or 64 bit) with a system that was installed with the ViciDial Group install script. Run them in this order to avoid funky java script bugs :D
1) Type: zypper in tomcat6 tomcat6-webapps
- Say yes to install, and say yes to license
2) Type: zypper in java-1_6_0-sun
- Say yes to install, and say yes to license
3) cd /usr/src
4) wget http://queuemetrics.com/download/QueueMetrics-1.5.3-trial.tar.gz
5) mkdir tars (incase it doesn't exist)
6) tar -xzf QueueMetrics-1.5.3-trial.tar.gz
7) mv QueueMetrics-1.5.3-trial.tar.gz ./tars/
8) mkdir /srv/tomcat6/webapps/QM
9) cp -r queuemetrics-1.5.3/* /srv/tomcat6/webapps/QM/
10) zypper in mysql-connector-java
11) cp /usr/share/java/mysql-connector-java.jar /srv/tomcat6/webapps/QM/WEB-INF/lib/
12) chkconfig tomcat6 on
13) mysql --execute="CREATE DATABASE queuemetrics;"
14) mysql queuemetrics --execute="GRANT ALL PRIVILEGES ON queuemetrics.* TO 'queuemetrics'@'localhost' IDENTIFIED BY 'javadude';"
15) mysql queuemetrics --execute="GRANT ALL PRIVILEGES ON queuemetrics.* TO queuemetrics@localhost IDENTIFIED BY 'javadude';"
16) mysql queuemetrics --execute="GRANT ALL PRIVILEGES ON queuemetrics.* TO queuemetrics@'%' IDENTIFIED BY 'javadude';"
17) mysql queuemetrics --user=queuemetrics --password=javadude < /srv/tomcat6/webapps/QM/WEB-INF/README/queuemetrics_sample.sql
18) rctomcat6 start
19) Edit /srv/tomcat6/webapps/QM/WEB-INF/configuration.properties and change the entry to the following:
- # This is the default queue log file.
- default.queue_log_file=sql:P01
20) Edit /srv/tomcat6/webapps/QM/WEB-INF/web.xml and change the IP address of the following entry:
- <param-value>jdbc:mysql://10.0.0.4/queuemetrics?autoReconnect=true&amp;zeroDateTimeBehavior=convertToNull&amp;jdbcCompliantTruncation=false&amp;user=queuemetrics&amp;password=javadude</param-value>
21) Go to http://<ip-addr>:8080/QM and it should tell you the schema is old, just click next or yes to everything and have fun
Example queue_log output generated by ViciDial:
+-----------+------------+----------------------+----------+------------+-----------------+-------------+------------+-------+-------+----------+------------------+
| partition | time_id | call_id | queue | agent | verb | data1 | data2 | data3 | data4 | serverid | unique_row_count |
+-----------+------------+----------------------+----------+------------+-----------------+-------------+------------+-------+-------+----------+------------------+
| P01 | 1243280596 | NONE | NONE | Agent/6666 | AGENTLOGIN | 6666@agents | | | | VIC | 1 |
| P01 | 1243280596 | NONE | NONE | Agent/6666 | PAUSEALL | NULL | | | | VIC | 2 |
| P01 | 1243280603 | NONE | NONE | Agent/6666 | UNPAUSEALL | NULL | | | | VIC | 1 |
| P01 | 1243280614 | V0525154325000035377 | TESTCAMP | NONE | ENTERQUEUE | NULL | 9998888112 | | | VIC | 1 |
| P01 | 1243280614 | V0525154325000035377 | TESTCAMP | Agent/6666 | CONNECT | 0 | | | | VIC | 2 |
| P01 | 1243280619 | V0525154328000213841 | TESTCAMP | NONE | ENTERQUEUE | NULL | 9999000016 | | | VIC | 1 |
| P01 | 1243280625 | V0525154328000213841 | TESTCAMP | NONE | EXITWITHTIMEOUT | 1 | | | | VIC | 1 |
| P01 | 1243280625 | V0525154328000213841 | TESTCAMP | NONE | CALLSTATUS | DROP | | | | VIC | 2 |
| P01 | 1243280626 | Y0525154346000213841 | TEST_IN | NONE | ENTERQUEUE | NULL | 9999000016 | | | VIC | 1 |
| P01 | 1243280631 | V0525154325000035377 | TESTCAMP | Agent/6666 | COMPLETEAGENT | 0 | 17 | 1 | | VIC | 1 |
| P01 | 1243280631 | NONE | NONE | Agent/6666 | PAUSEALL | NULL | | | | VIC | 2 |
| P01 | 1243280633 | NONE | NONE | Agent/6666 | UNPAUSEALL | NULL | | | | VIC | 1 |
| P01 | 1243280633 | V0525154325000035377 | TESTCAMP | Agent/6666 | CALLSTATUS | N | | | | VIC | 2 |
| P01 | 1243280646 | V0525154353000213842 | TESTCAMP | NONE | ENTERQUEUE | NULL | 9999000017 | | | VIC | 1 |
| P01 | 1243280646 | V0525154353000213842 | TESTCAMP | Agent/6666 | CONNECT | 0 | | | | VIC | 2 |
| P01 | 1243280650 | V0525154353000213842 | TESTCAMP | Agent/6666 | COMPLETEAGENT | 0 | 4 | 1 | | VIC | 1 |
| P01 | 1243280650 | NONE | NONE | Agent/6666 | PAUSEALL | NULL | | | | VIC | 2 |
| P01 | 1243280659 | V0525154353000213842 | TESTCAMP | Agent/6666 | CALLSTATUS | NP | | | | VIC | 1 |
| P01 | 1243280672 | Y0525154346000213841 | TEST_IN | NONE | EXITWITHTIMEOUT | 1 | | | | VIC | 1 |
| P01 | 1243280672 | Y0525154346000213841 | TEST_IN | NONE | CALLSTATUS | DROP | | | | VIC | 2 |
| P01 | 1243280673 | Y0525154433000213841 | TEST_IN2 | NONE | ENTERQUEUE | NULL | 9999000016 | | | VIC | 1 |
| P01 | 1243280686 | Y0525154433000213841 | TEST_IN2 | NONE | ABANDON | 1 | 1 | 3 | | VIC | 1 |
| P01 | 1243280940 | NONE | NONE | Agent/6666 | UNPAUSEALL | NULL | | | | VIC | 1 |
| P01 | 1243280940 | M0525154900000194239 | TESTCAMP | NONE | ENTERQUEUE | NULL | 9998888112 | | | VIC | 2 |
| P01 | 1243280940 | M0525154900000194239 | TESTCAMP | Agent/6666 | CONNECT | 0 | | | | VIC | 3 |
| P01 | 1243280965 | M0525154900000194239 | TESTCAMP | Agent/6666 | COMPLETEAGENT | 0 | 17 | 1 | | VIC | 1 |
| P01 | 1243280965 | NONE | NONE | Agent/6666 | PAUSEALL | NULL | | | | VIC | 2 |
| P01 | 1243280973 | M0525154900000194239 | TESTCAMP | Agent/6666 | CALLSTATUS | N | | | | VIC | 1 |
| P01 | 1243281049 | Y0525155049000194239 | TEST_IN2 | NONE | ENTERQUEUE | NULL | 9998888112 | | | VIC | 1 |
| P01 | 1243281052 | NONE | NONE | Agent/6666 | UNPAUSEALL | NULL | | | | VIC | 1 |
| P01 | 1243281057 | Y0525155049000194239 | TEST_IN2 | Agent/6666 | CONNECT | 3 | | | | VIC | 1 |
| P01 | 1243281073 | Y0525155049000194239 | TEST_IN2 | Agent/6666 | COMPLETEAGENT | 3 | 24 | 1 | | VIC | 1 |
| P01 | 1243281073 | NONE | NONE | Agent/6666 | PAUSEALL | NULL | | | | VIC | 2 |
| P01 | 1243281079 | Y0525155049000194239 | TEST_IN2 | Agent/6666 | CALLSTATUS | WN | | | | VIC | 1 |
| P01 | 1243281088 | NONE | NONE | Agent/6666 | UNPAUSEALL | NULL | | | | VIC | 1 |
| P01 | 1243281088 | M0525155128000194239 | TESTCAMP | NONE | ENTERQUEUE | NULL | 9998888112 | | | VIC | 2 |
| P01 | 1243281088 | M0525155128000194239 | TESTCAMP | Agent/6666 | CONNECT | 0 | | | | VIC | 3 |
| P01 | 1243281105 | M0525155128000194239 | TESTCAMP | Agent/6666 | COMPLETEAGENT | 0 | 7 | 1 | | VIC | 1 |
| P01 | 1243281105 | NONE | NONE | Agent/6666 | PAUSEALL | NULL | | | | VIC | 2 |
| P01 | 1243281111 | M0525155128000194239 | TESTCAMP | Agent/6666 | CALLSTATUS | NP | | | | VIC | 1 |
| P01 | 1243281112 | NONE | NONE | Agent/6666 | AGENTLOGOFF | 6666@agents | 516 | | | VIC | 1 |
+-----------+------------+----------------------+----------+------------+-----------------+-------------+------------+-------+-------+----------+------------------+
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