We are running FOP2, Queuemetrics, Asterisk 1. 4 and ThirdLane.
FOP2 is very useful and intuitive to our users, however we have a minor problem with integration with Queuemetrics.
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When an Agent logs into Queuemetrics, this results in two entries: HOTDESK and ADDMEMBER to the queue_log (from queuemetrics_extension.conf). This enables Queuemetrics to map an Agent/XXXX to a SIP/XXXX.
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If a user (who prefers FOP2) uses the simple click "Add <queuename>" against a line/extension then FOP2 only executes an AddMember command, so there is no mapping between the extension and the agent; and therefore our stats just show the physical extension and not the Agent name.
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Is there a script in FOP2 we can modify that will either:
-Call the queuemetrics extension
OR

• Add the HOTDESK command
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For reference this is the queuemetrics extension plan:
; extension 33: agent unpause with hotdesking
exten => 33,1,Answer
exten => 33,2,NoOp( "QM: Unpausing Agent/${AGENTCODE} at extension SIP/${QM_AGENT_LOGE
XT} made by '${QM_LOGIN}' " )
exten => 33,3,UnpauseQueueMember(,SIP/${QM_AGENT_LOGEXT})
exten => 33,4,Hangup

; extension 35: agent addqueuemember with hotdesking (for asterisk v1.4+)
exten => 35,1,Answer
exten => 35,2,NoOp( "QM: AddQueueMember (asterisk v1.4+) Agent/${AGENTCODE} at extensi
on SIP/${QM_AGENT_LOGEXT} on queue ${QUEUENAME} made by '${QM_LOGIN}'" )
exten => 35,3,Macro(queuelog,${EPOCH},${UNIQUEID},NONE,Agent/${AGENTCODE},HOTDESK,SIP/
${QM_AGENT_LOGEXT})
exten => 35,4,AddQueueMember(${QUEUENAME},SIP/${QM_AGENT_LOGEXT})
exten => 35,5,Hangup

Nicolas

Ideally we want Users within a group to join a group chat (versus a 1:1 chat) automatically when they login. This will enable the group (all working in the same work group) to share information or alert each other.

If this group chat could be "separated" from the original window and be pinned to the top of the desktop that would be an additional feature....but spawning new windows can often be fraught with danger

Does this sound workable?

Rob

When running our call center, we would like the ability to:

- [Broadcast] Alert users when there are no free agents on the queue (i.e. some on pause, doing non-telephone tasks)

- Group wide conference which can enable agents to seek help/instant alert other colleagues without interrupting phone calls, customer live chats, business application usage - e.g. an early warning system/collaboration... or social type thing for "anybody for a cup of tea?"

Nicolas
If we could add a simple chat broadcast, or chat "conference" room for users to publish and subscribe group messages that would enable us to consolidate a number of pieces of software, namely:

• IM Chat application (Spark)
• IM Chat server (Ignite)
• QM User login
• BRIA Messaging

Let me know if this can be done by any workaround using existing software/config.
Rob

Nicolas.

Many thanks for the update. Your explanation of FOP2 showing every extension as default=green=registered is clear. Basically FOP2 only uses AMI (and not commands such as "show sip peers") when it starts.

Is there anyway for FOP2 to read the current registration status when the server starts...as we're using this in a call centre environment and it would be nice to know which extensions have not registered (i.e. with PCs).
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On the IM Chat functionality I have added the "chat" permission to each user:

e.g.
user=9199:9199:all,chat

But no alerts appear on the recipients FOP panel.

Are we missing something?

Thanks

Rob

Obtained FOP2 to replace some cumbersome real-time components of Queuemetrics (QM); and to replace clunky XMPP messaging app...so less applications on user desktops. FOP2 installed on separate server (that also runs QM).

Application appears to be running, and can access; however cannot go live as have a problem with registration status of SIP peers, and IM chat functions.

Pilot config:
sip.conf has "qualify=yes" for each sip/xxxx [we will change this as go live to restrict permissions]
fop2.cfg all users have permission "all", poll_interval=1200, save_chat_log=1

Our two problems from installation are:

(1) Chat alerts are not being seen on recipient's Flash Operator Panel

(2) When FOP2 is restarted it makes all extensions "green" - i.e. registered....however during run it picks up changes and gradually greys them out (if they log off their PCs/soft phones)

Any thoughts?

Thanks

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Asterisk server, Gateway server, QM server (reporting)
Server licensed (2.26). Asterisk 1.4.45. RedHat Ent x64.
SIP Softphone: Bria for Asterisk 2.5