queuemetrics icon agent page and elastix integration

Presented by:Lenz EmilitriFounder, Loway@lenz

The QueueMetrics Add-on for Elastix:Icon as the ultimate call-center tool The all-in-one WebRTC-enabled call-center monitoring suite

September 17, 2014

Today's topics

➔ An introduction to the QueueMetrics Add-on● Making agents productive with the Icon page● How to set up a working Elastix call-center with

QueueMetrics Icon integrated● An in-depth walk-through on Icon agent

manager tool● Bonus: a special limited time offer for you● Q&A

Why QueueMetrics?Running a call-center means that...

● Your company reputation is constantly at a stake

● You invest a lot of money and resources every month for your agents

➔ So measuring that all is going in the right direction is of maximum importance!

That's why we created the most powerful and complete call-center monitoring and reporting tool on the market

✔ This is QueueMetrics that...● Adapts to nearly all existent scenarios

● Can be easily customized and integrated with your existing PBX

What is QueueMetrics?

● An industrial-grade call-center monitoring and reporting system

● Swiss attention to data integrity and consistency

● Grows with you: suitable from 5 to 1000+ live agents

● Can monitor clusters of servers as one big box

● Deployed in thousands of call-centers worldwide – ask for references

Live monitoring

● View the live status of queues and outbound campaigns

● Track live calls (view calls connected and waiting to connect, listen to calls in progress, start XMPP chats, track IVRs and MOH, track ACD attempts)

● View and manage agents (log them on and off, move between queues, pause and unpause them)

● Push messages to agents● Live alarms

Agent interface - Icon

● Agents manage their own life-cycle

● Log on and off – some or all queues at once

● Pauses with status codes

● Live messages from their supervisors

● Agents handle calls● Screen pops

● Can set user-definable status codes on calls

● Can dial out through campaigns

● Quality tracking

● Agents run their own self-service statistics

● Includes an embedded WebRTC soft phone

● Nothing to install on the clients

● Centralized configuration

Rich reporting

● Over 150 metrics computed● Taken and lost calls, agent sessions,

connection attempts, daily and intra-day evolution, outcomes... you name it

● Powerful drill-down filters● Completely configurable● Extensive call details with

audio recording and metadata● Quality tracking

Quality tracking

● Define your own powerful and flexible call scoring forms

● Extensive quality statistics

● Find efficient sets of calls to be scored (Grader's page)

● Manage the quality life-cycle of your agents (Performance Tracker)

● Get Agent feedback via Tasks system

● Can be used as a micro-CRM to associate info to calls

And more...● Strong security model

● You only see what you are supposed to see● Can be configured for complete multi-tenancy

● Support for agent hot-desking● Wallboard● Rich JSON and XML-RPC API ● Currently localized to 15 languages● Extensive manuals and support● Includes support and upgrades – no extra fees

Today's topics

● An introduction to QueueMetrics Add-on➔ Making agents productive with the Icon page● How to set up a working Elastix call-center with

QueueMetrics Icon integrated● An in-depth walk-through on Icon agent

manager tool● Bonus: a special limited time offer for you● Q&A

What is Icon?

● Designed to make your agents more productive

● One single place to do all of their activities● Logging on and off queues, pausing, receiving

messages● Handling calls (seeing calls, setting statuses, using

the company CRM)● Talking (through the embedded soft phone)

What is Icon? Design goals

● Easy of use – one Icon to do it all● Everything can be made visible and hidden at

the touch of a button● Remembers the way you work – you can

customize your own environment● Be aware of your current status at a glance,

anytime

Today's topics

● An introduction to QueueMetrics Add-on● Making agents productive with the Icon page➔ How to set up a working Elastix call-center

with QueueMetrics Icon integrated● An in-depth walk-through on Icon agent

manager tool● Bonus: a special limited time offer for you● Q&A

Our plan

We want to:● Set up QueueMetrics with Icon● Running on Elastix 2.4● With CRM integration (vTiger)● With a working embedded softphone● Working for Inbound queues and Outbound

campaigns

Our plan (in depth)

● Prepare Elastix● Update to Asterisk 11 to activate WebRTC● Create queues and SIP extensions● Manually configure SIP for WebRTC

● Configure vTiger CRM

● Prepare QueueMetrics● Install QueueMetrics from the Elastix Add-Ons● Configure queues and agents in QueueMetrics

● Enjoy!

Expected configuration

Queues Extensions Agents

SIP/150

Callers

SIP/151

300InboundQ

SIP/101 Agent/101

301OutboundQ

These are normal soft-phonesused to simulate external traffic

Agents log in into QMand run Icon

Upgrading Asterisk (1/2)

➔ We need to upgrade Asterisk to version 11 in order to have WebRTC

● Access System menu● Select Configuration● Select Packages

Upgrading Asterisk (2/2)

● Search ALL packages and find asterisk 11

● Install it● Restart

Configure the system (1/3)

Create test extensions

Go to PBX → Extensions

● Create SIP extension 150

● Create SIP extension 151

Configure the system (2/3)

Create agent extensions:

We have to create a placeholder as WebRTC extensions are not fully supported by the GUI – we will configure them manually.

Create extension 101 as:● Type: Other (custom)

● Extension: 101

● Name: sip101

● Custom dial: SIP/101

Configure the system (3/3)

Creating queues

Go to PBX → Queues

● Create queue 300 (inbound)

● Ring Strategy: rrmemory

● Skip busy agents: Yes+

● Create queue 301 (outbound)

● We will use it to track agent presence when dialing out

WebRTC config (1/3)

● Connect to the PBX using a shell● The GUI does not support WebRTC (for now)● Find code snippets to copy and paste at

https://github.com/Loway/QueueMetricsHowTos/blob/master/AgentPage_WebRTC_Elastix.md

● Edit files manually using a text editor

WebRTC config (2/3)

● Turn on Asterisk's own HTTP server on port 8088 and allow websocket access● Edit /etc/asterisk/http.conf

– Set enabled=yes

– Set bindaddr=0.0.0.0

● Edit /etc/asterisk/sip_general_custom.conf – Set allowguest=no

– Set transport=udp,ws,wss

● Asterisk is now ready for WebRTC access

WebRTC config (3/3)

Create WebRTC-enabled SIP accounts

● Edit /etc/asterisk/sip_custom.conf

● We create a custom WebRTC template (in purple) and then clone it for each WebRTC extension

● Enables RTP/AVPF and encryption

● Makes sure it can receive only one call at a time

● We use the same code for the extension that will be used as the agent code.

[WebRTC](!)type=peerhost=dynamicnat=force_rport,comediacontext=from-internalcallcounter=yesbusylevel=1call-limit=1encryption = yesqualify=yesavpf = yesallow=allicesupport = yessrtpcapable=yesvideosupport=no

[101](WebRTC)username=101secret=pwd101

[102](WebRTC)username=102secret=pwd102

Enable vTiger CRM

● Go to Extras from the main menu and log on

● Go to Sales → Contacts and create a new contact

● Enter any name● Set 150 as their Office

number● Note the URL of vTiger –

we will use it to enable screen pops

This is easy – Elastix already includes it in its default configuration!

QueueMetrics config (1/5)

● Go to the Addons page and search for QueueMetrics

● Click on Trial - it's free!

● Fill in the form with your data

● Let Elastix download, install and pre-configure it for you.

Time to get started with QueueMetrics – it is very easy on Elastix as you can install it with one click!

QueueMetrics config (2/5)

● Select Edit queues and create a new queue as:Alias: InboundQQueue(s): 300Direction: InboundQueue URL: https://10.10.5.39/vtigercrm/index.php?action=UnifiedSearch&module=Home&parenttab=Sales&search_onlyin=Contacts&query_string=[C]

● Save and click on Agents. Set Agent/101 as a member of group Main

● Repeat the steps for queue 301

● Alias: OutboundQQueue(s): 301Direction: Outbound

Create the queues 300 and 301 and tell QueueMetrics that our agent 101 works on them

QueueMetrics config (3/5)

● Click on Edit Agents and select Agent/101

● Current terminal: 101This is the current extension

● Webphone username: 101

● Webphone password: pwd101

● You can create more agents if you need to – just remember to create a matching User for them to log-in

Edit our agent to enable the WebRTC softphone

QueueMetrics config (4/5)

● Go to the Edit System Parameters from the Home page

● Add the following lines by the end of the file:default.sipaddress=10.10.5.39default.websocketurl=ws://10.10.5.39:8088/wsdefault.rtcWebBreaker=true

Remember to edit the IP address of your Elastix server

● Log off

Almost done – we can now tell QueueMetrics to enable the WebRTC softphone

QueueMetrics config (5/5)

● Log in to the server and run /usr/local/queuemetrics/java/bin/keytool -genkey -alias tomcat -keyalg RSASet „elastix123“ as the key password

● Edit /usr/local/queuemetrics/tomcat/conf/server.xmlUncomment the section<Connector port="8443" protocol="HTTP/1.1" SSLEnabled="true" maxThreads="150" scheme="https" secure="true" keystorePass="elastix123"clientAuth="false" sslProtocol="TLS" />Add the password (in red)

[Optional / Bonus] Serve QueueMetrics through HTTPS.

● Restart QueueMetrics /etc/init.d/queuemetrics restartQueueMetrics is now available under https on port 8443

● As the certificate is auto-generated, you will have to accept a security notice on first connection

● The first time you connect to the Icon page, Chrome complains that you are loading insecure contents (this is caused by Asterisk not working with WSS). Click on the Shield icon and allow it to proceed

● Now you can save preferences – Chrome will ask only once if you want to use the microphone!

Today's topics

● An introduction to QueueMetrics Add-on● Making agents productive with the Icon page● How to set up a working Elastix call-center with

QueueMetrics Icon integrated➔ An in-depth walk-through on Icon agent

manager tool● Bonus: a special limited time offer for you● Q&A

Running Icon

● Logging on and off queues● Answering calls● The CRM pop-up / using the call list● Pauses and agent status● Manual outbound dialing● Filling in QA forms● Using intranet links● Receiving live messages

The Icon page structure

Log in to QM as Agent/101 password 999 and select Show inbound calls

All panels are draggable and resizable – move them around and hide the ones you don't need

Show/hide panels

Calllists

Agentpresence

Softphone

Icon: logging on and off

Click on the Agent Logon panel, choose the queues you want to start working on and drag them to the Logged In panel

When done you can close the window. The agent status icon is green – agent is ready for work

Possiblequeues

Agentready

Currentqueues

Moveresize

windows

Icon: answering calls

When an incoming call appears, you hear ringing and the soft phone starts flashing. If it is hidden, it will appear on page

● The soft-phone works like a normal phone – you can put the caller on hold and send DTMF tones

Of course you can use Icon just as well using any phone!

Icon flashingPhone is ringing

Terminatecurrent call

Put calleron-hold

Icon: CRM integration

When a call is received, the CRM panel is opened. The screen is then used for your CRM app

You can turn on and off panels as you need them, or hide them all using Alt+0. You can safely hide the softphone – it will pop automatically when a new call is received

ShowHidden

windows

Currentcall

Set call outcome

Icon: Pauses

Agents can pause at any time. The supervisor is immediately aware. Agents can see their current status by flying over their name

All pause codes and call outcomes can be customized. You can define aggregation codes to create payroll and rebilling

Selectpause codes

Recap ofagent state

Icon: Manual outbound To dial out manually, you have to open the Dialout panel and enter the number you want to dial

If you need to dial out a list of numbers, handle recalls, etc. you should use a dialer solution – for example WombatDialer

#1Dial number

#2Phone rings

#3CRM opens

Icon: QA tracking

Agents can fill in QA forms – as a kind of embedded micro-CRM. Forms are very flexible and can gather information of all kinds

QA form appears

Start QA scoring

Icon: Intranet links

You can have multiple links embedded in the control bar – everything they need is quickly available for agents

Links can be set through the main configuration file

Multiple links plus CRMAccess intranet, docs, scripts

Icon: Messages

Agents receive live notifications of important events – broadcast messages sent by the administrator and QA scoring

Agents are immediately aware of important messages that concern them!

QA ScoringOn agent's call

Broadcastmessage

New messagesIcon flashes

Wrapping up...

● Icon will make it easier for your agents to do their duties

● Simple enough to require almost no training but powerful enough for advanced functions

● Native integration with your intranet apps● You choose whether you want to use the

embedded WebRTC softphone or not

Today's topics

● An introduction to QueueMetrics Add-on● Making agents productive with the Icon page● How to set up a working Elastix call-center with

QueueMetrics Icon integrated● An in-depth walk-through on Icon agent

manager tool➔ Bonus: a special limited time offer for you● Q&A

Special Elastix limited promo

In collaboration with the Elastix team we created a limited time offer exclusive for Elastix Users!

● Don't miss the chance to improve your call center with the new QueueMetrics add-on for Elastix, WebRTC enabled

● Save 15% off the retail price when purchasing the QueueMetrics Add-on for Elastix

● For each QueueMetrics addon license purchased you will also receive a free WombatDialer license for creating outbound services

Special Elastix limited promo

Check the dedicated Promo page today for details, follow the link below:

loway.ch/elastix-promotion.jsp

It's a limited time offer ONLY for Elastix Users!

The promo starts September 15th up to December 15th 2014

ElastixWorld 2014

We'll be exhibiting our product line at ElastixWorld 2014 in Santiago - Chile

Come and visit us at booth 15!¡Se habla Español!

Thank you for attending!

QueueMetrics www.queuemetrics.com

WombatDialer www.wombatdialer.com

Loway www.loway.ch

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