Music On Hold Question

[Hemmic83]

We've installed the demo version of FOP2 onto our test system here. We're trying to get the MOH tracked through QueueMetrics, which requires that the queue_log have records in it for MOH.

We are running FreePBX 2.11.0.14 with Asterisk 11, and QueueMetrics 14.03.

For the life of us, we can't get the MOH to write to the Queue Log. We ran the debug with FOP2, and we see that MOH is being seen by FOP2:

127.0.0.1 <- Event: MusicOnHold^M
127.0.0.1 <- Privilege: call,all^M
127.0.0.1 <- State: Start^M
127.0.0.1 <- Channel: SIP/86000-00000002^M
127.0.0.1 <- UniqueID: 1410802601.30^M
127.0.0.1 <- Class: default^M

-and-

127.0.0.1 <- Event: MusicOnHold^M
127.0.0.1 <- Privilege: call,all^M
127.0.0.1 <- State: Stop^M
127.0.0.1 <- Channel: SIP/86000-00000002^M
127.0.0.1 <- UniqueID: 1410802601.30^M

It's being seen in the final part of the call as well:

127.0.0.1 <- Event: AgentConnect^M
127.0.0.1 <- Privilege: agent,all^M
127.0.0.1 <- Queue: 8000^M
127.0.0.1 <- Uniqueid: 1410802601.30^M
127.0.0.1 <- Channel: SIP/1584-00000003^M
127.0.0.1 <- Member: SIP/1584^M
127.0.0.1 <- MemberName: SIP/1584^M
127.0.0.1 <- HoldTime: 1^M
127.0.0.1 <- BridgedChannel: 1410802607.31^M
127.0.0.1 <- RingTime: 1^M

Attached is the capture.log file that we ran. Is this issue something that Demo mode has limitations on? or is there something we need to look at specifically?

We've confirmed that all permissions for the AMI user are correct, that FOP2 conf has been added to /etc/asterisk/extensions_override_freepbx.conf, and that everything seems to be included.

We're just scratching our head on this.

[nicolas]

Hello,

FOP2 does not write anything into queue_log based on MOH events received. If you want to do that you can write a plugin for it, or purchase development/support hours if you want us to write it for you.

Best regards,

[Hemmic83]

Ah, I saw the "Hold Reporting" plugin, and this text is confusing me:

"This plugin will catch hold/unhold events in AMI and write a proper entry in the queue_log file for that event, so reporting tools like Asternic Call Center Stats can produce the relevant reports."

Is this reporting different than what I am thinking of?

[Hemmic83]

Additionally, we do have a license in production for FOP2. This is just some testing we are doing.

[nicolas]

The hold reporting plugin catches HOLD/UNHOLD events, not music on hold. The SIP channel driver reports hold/unhold when callevents is set to yes. Asternic Call Center Stats can report pauses with reasons, and with this FOP2 plugin you will see hold/unhold as pauses with that reason.

It seems queuemetrics looks for a different kind of event, I am not sure what do they expect... the plugin for FOP2 catches the hold/unhold for sip phones and write a pause in the queue_log file. Most probably queuemetrics can report pauses with reasons also, but we are not the authors, nor we use it, so I cannot tell if it is going to work or not.

Best regards,

[Hemmic83]

That makes a ton more sense now. I assumed that they were one in the same, but it's good to know that they are perceived differently.

Thanks for your guidance!