Asternic Call Center Stats Variables

[ctiefel]

I am having trouble with the Reports Designer for Asternic Call Center Stats. I cannot figure out to get it to show the following or if it is even capable:

• Caller ID Name
• Calls that went to VM
• Calls received into a queue but transferred outside of the system.

Any help in figuring out the variables for these would be greatly appreciated.

[nicolas]

Hi,

Callerid shown is what is logged in the queue_log file... usually it only contains a number. You can hack asterisk to put a name on the clid num variable and then it might appear in queue_log file. The thing is that the report designer cannot add data that is not on the log files.... HOWEVER, if you have a table with callerid numbers and their names, then you can try to do a join, but it will be kind of difficult as the callerid is available only in one particular event, so you should be using materialized views exclusively (and not the regular mode). It is quite complicated to explain.. so it might be simpler to just hack asterisk to append the clid name to the number before the call enters the queue and hope it gets logged.

Calls that wen't to voicemail. You cannot know that by looking at the queue_log file. You will see "not answered" calls, all those calls are usually diverted, depending on your configuration they might divert to voicemail, or other queues, etc... We cannot know for sure how are your queues configured, but depends on that configuration you can deduct that all exitwithtimeout calls could have ended in voicemail.

As for transfers, it is also something that is not dependant on Asternic itself, transfers are quite a topic when you have to deal with reports and such. In general, transfers are not even logged. They can be logged, but depends on configuration and asterisk versions. Here is something in the manuals talking about it:

http://www.asternic.net/docs/userguide.php#Transfers5

Best regards,