Agent Missed Calls

Asterisk Asterisk Support
1

Hello.

I am implementing an small Contact Center. I’ts all working good, but the problem is that Asterisk doesn’t show the missed calls by agent, it only shows by queue. With missed call I mean a call directed to an agent by the queue, but the agent didn’t answer.

Example:

1395771028|1395771019.150|support|NONE|ENTERQUEUE||2424|1
1395771033|1395771019.150|support|NONE|ABANDON|1|1|5
1395771160|1395771155.162|support|NONE|ENTERQUEUE||2424|1
1395771162|1395771155.162|support|NONE|ABANDON|1|1|2
1395771168|1395771164.164|support|NONE|ENTERQUEUE||2424|1
1395771170|1395771164.164|support|NONE|ABANDON|1|1|2
1395771175|1395771171.166|support|NONE|ENTERQUEUE||2424|1
1395771183|1395771171.166|support|NONE|ABANDON|1|1|8

As you can see, the log only shows the queue who missed the call.

CDR only shows entries for the queue, not for the agent or the phone associated with the agent.

I think is very reasonable to know what agents are answering calls, and what agent not in a contact center solution. I have researched a lot and it seems asterisk doesn’t support this kind of statistics. Something can be done with the events log, but is very painful to parse that info within an script.

Any suggestion is welcome.

Thanks.

2

I think I found the solution. The log shows a missed call by an agent, but only when the timeout timer expires.

Example:

1395691395|1395691380.10|support|SIP/000E08DF858C|RINGNOANSWER|15000

I had set the timeout to 15 seconds. If the call is unaswered before the timeout expires the system shows it as ABANDONED, which make sense due that the caller didn’t wait a reasonable amount of time to get an answer.