QueueMetrics 14.10

QueueMetrics 14.10 is a release centered around three main themes:

  • Improving the 'usability' of QueueMetrics, by implementing a series of suggestions for changes that came as feedback on the Icon page, plus a number of changes that make the experience generally smoother.

  • Improving the 'deployability' of QueueMetrics, by leveraging and extending the new JSON API, having a command-line updater tool and by having a new, HTTP-only data loader that does not require a direct connection to the QueueMetrics database. This makes deploying large numbers of cloud QueueMetrics instances easier. Plus, a number of configuration defaults were updated and the sample database includes a better sample QA form.

  • Fixing a number of 'bugs and issues' here and there that would annoy users. The most important ones are that call attempts are now filtered correctly and that listening to audio files having weird characters in them should "just work".

QueueMetrics 14.10 fully supports the upcoming 'Asterisk 13', that will be the core Asterisk LTS release coming in the next months, as well as all other Asterisk versions.

Plus, this release has an initial 'Catalan localization'; and more languages are on their way.

The Icon agent page

Generally speaking, we envisioned QueueMetrics 14.06 as a kind of "wrap-up" that builds and polishes the changes made with Icon and paves the way for improvements and new features to come in 2015.

Usability and the Icon page

Improvements to the Icon page

The Icon page now remembers the last extension an agent used (unless there is one defined); the regular expresions to validate queues and agents are applied live as you type, and the soft-phone is a bit quicker in setting up calls. Plus, it is easier than ever to select the queue(s) you can work on and windows work in a more consistent way.

'Related issues:'

  • #2390 - Remembering last entered extension

  • #2391 - If queue name is too long, dialout panel does not work

  • #2492 - Remembering last used agent extension

  • #2500 - Validation RegExp (agent and extension) on event onChange

  • #2483 - Softphone slow in setting up

  • #2400 - Can’t change pause code without unpause first

  • #2445 - "Current extension" and "Agent code" (Logon window) can be greyed out if a queue is already logged in

  • #2451 - Extension field should not be locked if a value is present

  • #2458 - In "Call out" window, call button remains greyed out after 2-3 calls

  • #2459 - Queues with call flow "undefined" (both inbound and outbound) are not shown in "Call out"

  • #2484 - Call Status window not showing ongoing call’s time

  • #2488 - Call remains ongoing if abandoned by customer (until new refresh)

  • #2489 - Wait time for outbound calls displayed as conversation time (until call’s end)

  • #2490 - Pause window has hidden buttons in Russian

General configuration improvements

We made a number of changes so that the settings on a new system are easier to work with. The default memory pool for new installations is now 256M, growing automaltically to 512M when needed, and this should be okay for most users. Pop-up windows were made easier to use without having to resize them, hot-desking is enabled by default, and the Real-Time page now reloads faster.

We also got a couple new FAQs addressing common issues like what to do when an agent status cannot be defined and an example outbound email configuration for Gmail.

'Related issues:'

  • #2452: New Tomcat RPM release with sysconfig properties

  • #2453: Create a new sample QA form

  • #2455: Updated Tomcat RPM

  • #2456: Size of pop-up windows

  • #2507: Flashing "tasks" icon

  • #1991: Cfg: Define "00 All" queue as "*"

  • #2379: Cfg: Hotdesking enabled by default

  • #2403: QueueMetrics by default runs with 256/512M

  • #2414: Cfg: default.alwaysLogonUnpaused true by default

  • #2446: Cfg: default.lockedAgentPopupCode true by default

  • #2450: Cfg: New defaults for RT page

  • #1285: FAQ: Agent status cannot be determined.

  • #1981: FAQ: Example GMAIL configuration

  • #1587: FAQ: Tomcat file rotation

Deployability

The web-based qloader

QueueMetrics now ships with an experimental new-generation qloader that does not require a direct database connection. It is also able to apply "splitting rules" in order to feed the output of one single Asterisk box into multiple QueueMetrics instances, each of which is not aware of the others. It also acts as a remote daemon in order to manage agent actions (logons, pauses, chanspy…​ you name them) without the need of establishing a direct AMI connection.

While the "classic" qloader served us well for years, and we do not suggest replacing it for existing systems, it was not well suited for handling remote Asterisk instances in cloud-based hosting scenarios.

'Related issues:'

  • #2388: HTTP qloader interface

  • #2389: New HTTP qloaderd

  • #2434: Wqloader does not install on Centos5

'See also:'

APIs

The JSON APIs were extended by offering a way to read and edit the 'configuration.properties' file programmatically. JSON APIs run quicker and a number of corner cases were addressed.

It is also now possible to run the 'dbupdater' from the command line, so that during a scripted upgrade you can run it before QueueMetrics is put back online.

'Related issues:'

  • #2430: Run dbTester from the command line

  • #2435: Efficient logins and sample user

  • #2436: JSON api problems loading/deleting

  • #2503: API to edit configuration.properties

'See also:'

  • The JSON API user manual

  • The 'updateDb.sh' script that ships with QueueMetrics

Bug fixes

A number of bugs were fixed: ACD attempts are now computed correctly even if a filter is applied on the call set; a number of encoding issues on file names and XMPP/IM logins were addressed; and a few miscellaneous bugs were fixed as well.

'Related issues:'

  • #2442: "ACD attempts by terminal" and "by queue" not filtering

  • #2447: IM url is html-encoded

  • #2065: Illegal character + in audio filenames

  • #2267: Call recordings with some chars are not accessible

  • #2369: Encoding of "+" on call listen URLs

  • #1626: Audio Listening: audio names including the "+" sign

  • #2402: AGAW runner doesn’t work in 14.06 (new API)

  • #2359: If queue set as "Any call" (call flow), it is not saved in queue details