Save Lono

What makes Asterisk so great is the growing ecosystem of 3rd party software.  For call centers based on Asterisk PBX, the best on the market is Queuemetrics.  This solution allows for over 150 different statistics to be collected.  Here is just a few:

Number of calls
Total call length
Average call length
Average call waiting
Number of unanswered calls
Average time before disconnection
Area code
Number of calls
Total calling time
Average time per call (for taken calls)
Average wait per call
Average position at disconnection (for lost calls)
Number of available agents
Total agent time
Average agent time
Minimum/ maximum agent session duration
Agent availability

If by now you are not convinced take a look at the complete list; you can check out Loway’s site and Queuemetrics here.  I have personally helped setup several commercial call centers(while working for VoiceIP Solutions) with this software and I am impressed at the value and support for our customers purchase.  So today we are going to set up a basic Queuemetrics installation; we will not be covering the Asterisk portion.  Nothing fancy here, but I can get you started.

The goal of this post:

- install Queuemetrics

LAB: Install Queuemetrics Call Monitoring Software on Asterisk PBX

We shall begin by adding the loway repos to our YUM repository list.  Open a terminal as root.

[root@mattcom1 ~]# wget -P /etc/yum.repos.d http://yum.loway.it/loway.repo
–2009-04-08 00:55:13–  http://yum.loway.it/loway.repo
Resolving yum.loway.it… 62.149.225.67
Connecting to yum.loway.it|62.149.225.67|:80… connected.
HTTP request sent, awaiting response… 200 OK
Length: 270 [text/plain]
Saving to: `/etc/yum.repos.d/loway.repo’
100%[=================================================================================================================================>] 270         –.-K/s   in 0s
2009-04-08 00:55:14 (12.0 MB/s) – `/etc/yum.repos.d/loway.repo’ saved [270/270]

Now we install Queuemetrics.

[root@mattcom1 ~]# yum install queuemetrics
Loaded plugins: refresh-packagekit
rpmfusion-nonfree-updates                                                      | 2.2 kB     00:00
fedora                                                                                        | 2.8 kB     00:00
rpmfusion-free-updates                                                            | 2.2 kB     00:00
rpmfusion-free-updates/primary_db                                         | 276 kB     00:00
rpmfusion-free                                                                          | 2.7 kB     00:00
updates                                                                                     | 2.3 kB     00:00
updates/primary_db                                                                  | 3.1 MB     00:04
rpmfusion-nonfree                                                                    | 2.7 kB     00:00
LowayResearch                                                                         |  951 B     00:00
LowayResearch/primary                                                           | 4.7 kB     00:00
LowayResearch                                                                             34/34
Setting up Install Process
Parsing package install arguments
Resolving Dependencies
–> Running transaction check
—> Package queuemetrics.noarch 0:1.5.1-40 set to be updated
–> Processing Dependency: mysql-connector-java for package: queuemetrics
–> Processing Dependency: queuemetrics-tomcat for package: queuemetrics
–> Running transaction check
—> Package mysql-connector-java.i386 1:3.1.12-6.fc10 set to be updated
–> Processing Dependency: jta >= 1.0 for package: mysql-connector-java
—> Package queuemetrics-tomcat.noarch 0:5.0.28-9 set to be updated
–> Processing Dependency: queuemetrics-java for package: queuemetrics-tomcat
–> Running transaction check
—> Package geronimo-specs-compat.i386 0:1.0-2.M2.fc10 set to be updated
–> Processing Dependency: geronimo-specs = 1.0-2.M2.fc10 for package: geronimo-specs-compat
—> Package queuemetrics-java.i386 0:1_5_0_11-16 set to be updated
–> Running transaction check
—> Package geronimo-specs.i386 0:1.0-2.M2.fc10 set to be updated
–> Processing Dependency: mx4j >= 2.0.1 for package: geronimo-specs
–> Running transaction check
—> Package mx4j.i386 1:3.0.1-7.8.fc10 set to be updated
–> Processing Dependency: javamail >= 1.2-5jpp for package: mx4j
–> Processing Dependency: bcel >= 5.0 for package: mx4j
–> Processing Dependency: axis >= 1.1 for package: mx4j
–> Processing Dependency: xml-commons-resolver for package: mx4j
–> Processing Dependency: jaf for package: mx4j
–> Running transaction check
—> Package axis.i386 0:1.2.1-4.1.fc10 set to be updated
–> Processing Dependency: jakarta-commons-httpclient for package: axis
–> Processing Dependency: wsdl4j for package: axis
–> Processing Dependency: jakarta-commons-discovery for package: axis
—> Package bcel.i386 0:5.2-5.1.fc10 set to be updated
–> Processing Dependency: regexp for package: bcel
—> Package classpathx-jaf.i386 0:1.0-12.fc10 set to be updated
—> Package classpathx-mail.i386 0:1.1.1-7.1.fc10 set to be updated
—> Package xml-commons-resolver.i386 0:1.1-2.14.fc10 set to be updated
–> Running transaction check
—> Package jakarta-commons-discovery.i386 1:0.4-3.2.fc10 set to be updated
—> Package jakarta-commons-httpclient.i386 1:3.1-0.3.fc10 set to be updated
—> Package regexp.i386 0:1.5-2.2.fc10 set to be updated
—> Package wsdl4j.i386 0:1.5.2-5.4.fc10 set to be updated
–> Finished Dependency Resolution


Dependencies Resolved


===========================================================================================================================================================================
Package                                            Arch                           Version                                     Repository                             Size
===========================================================================================================================================================================
Installing:
queuemetrics                                       noarch                         1.5.1-40                                    LowayResearch                         2.3 M
Installing for dependencies:
axis                                               i386                           1.2.1-4.1.fc10                              fedora                                2.9 M
bcel                                               i386                           5.2-5.1.fc10                                updates                               1.4 M
classpathx-jaf                                     i386                           1.0-12.fc10                                 fedora                                 97 k
classpathx-mail                                    i386                           1.1.1-7.1.fc10                              fedora                                1.1 M
geronimo-specs                                     i386                           1.0-2.M2.fc10                               fedora                                217 k
geronimo-specs-compat                              i386                           1.0-2.M2.fc10                               fedora                                5.6 k
jakarta-commons-discovery                          i386                           1:0.4-3.2.fc10                              fedora                                129 k
jakarta-commons-httpclient                         i386                           1:3.1-0.3.fc10                              fedora                                512 k
mx4j                                               i386                           1:3.0.1-7.8.fc10                            fedora                                2.3 M
mysql-connector-java                               i386                           1:3.1.12-6.fc10                             fedora                                1.3 M
queuemetrics-java                                  i386                           1_5_0_11-16                                 LowayResearch                          47 M
queuemetrics-tomcat                                noarch                         5.0.28-9                                    LowayResearch                          10 M
regexp                                             i386                           1.5-2.2.fc10                                fedora                                 91 k
wsdl4j                                             i386                           1.5.2-5.4.fc10                              fedora                                363 k
xml-commons-resolver                               i386                           1.1-2.14.fc10                               fedora                                139 k


Transaction Summary
===========================================================================================================================================================================
Install     16 Package(s)
Update       0 Package(s)
Remove       0 Package(s)


Total download size: 70 M
Is this ok [y/N]:

Select yes to install…

Installed:
queuemetrics.noarch 0:1.5.1-40


Dependency Installed:
axis.i386 0:1.2.1-4.1.fc10                               bcel.i386 0:5.2-5.1.fc10                                  classpathx-jaf.i386 0:1.0-12.fc10
classpathx-mail.i386 0:1.1.1-7.1.fc10                    geronimo-specs.i386 0:1.0-2.M2.fc10                       geronimo-specs-compat.i386 0:1.0-2.M2.fc10
jakarta-commons-discovery.i386 1:0.4-3.2.fc10            jakarta-commons-httpclient.i386 1:3.1-0.3.fc10            mx4j.i386 1:3.0.1-7.8.fc10
mysql-connector-java.i386 1:3.1.12-6.fc10                queuemetrics-java.i386 0:1_5_0_11-16                      queuemetrics-tomcat.noarch 0:5.0.28-9
regexp.i386 0:1.5-2.2.fc10                               wsdl4j.i386 0:1.5.2-5.4.fc10                              xml-commons-resolver.i386 0:1.1-2.14.fc10


Complete!
[root@mattcom1 ~]#

Next we need to copy mysql-connector-java.jar to Queuemetrics.

[root@mattcom1 ~]# cp /usr/share/java/mysql-connector-java-3.1.12.jar /usr/local/queuemetrics/webapps/queuemetrics-1.5.1/WEB-INF/lib/ /usr/local/queuemetrics/webapps/queuemetrics-1.5.1/WEB-INF/lib/

Now we setup MySQL.  To create a database for QueueMetrics we will need to login to MySQL.  Please note, that the example for adding the user is incorrect in Queuemetrics user manuel.  At least as far as this version of  MySQL(Fedora 10) is concerned.

[root@mattcom1 README]# mysql -u root -p
Enter password:
Welcome to the MySQL monitor.  Commands end with ; or \g.
Your MySQL connection id is 4
Server version: 5.0.77 Source distribution


Type ‘help;’ or ‘\h’ for help. Type ‘\c’ to clear the buffer.


mysql> CREATE DATABASE queuemetrics;
Query OK, 1 row affected (0.02 sec)


mysql> GRANT ALL ON queuemetrics.* TO ‘queuemetrics’@'localhost’ IDENTIFIED BY ‘javadude’;
Query OK, 0 rows affected (0.00 sec)

[root@mattcom1 README]# mysql -u root -p < queuemetrics_sample.sql

[root@mattcom1 README]# mysql -u root -p –database queuemetrics < queuemetrics_sample.sql
Enter password:
[root@mattcom1 README]#

Now open a web browser to ‘http://localhost:8080/queuemetrics’.

Use the default user ‘demoadmin’ with password ‘demo’ to login.

That’s all folks.  I’ll do a follow on story about setting up the Asterisk portion next week.  If you need consultants to help you out  with your Asterisk/Queuemetrics Call Center click here.