Mark Magnusson
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Resource Library: Monster UI Apps for KAZOO
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Posts posted by Mark Magnusson
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Ring all is possible, with limitations (iirc we support a max of 10 agents). However it's use is highly discouraged.
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Just to clarify, if you have a callflow that is assigned to 456 the call will route to that callflow. Skill based matching will only come into play if the call is routed to a skill based queue via a callflow. If 456 is the callflow of a non-queue entity the call will simply route there.
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That is not currently supported. We are in the process of designing updates around distinctive ring, and when that is complete this will be possible.
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We are currently in the process of developing a CRM Integration App for Kazoo, we can certainly look into vTiger support.
What features / functionality are you interested in for this integration? Basically what level of integration are you looking for, just posting call details for inbound / outbound calls? Click-to-call? Call recordings?
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17 hours ago, esoare said:
@Mark Magnusson I forget who the Smaert PBX master is, but perhaps you could ask them to join in.
Another option that would be nice (highjack thread alert) is in the User + Call Forwarding
Have the check box for (ring desk phone also)!
Had to mozy over to Advanced Call Flows, to tick that box in the User.
esoare
Something like this?
Not sure offhand who would be the expert on this. But it certainly sounds like a valid use case that would be good to add. I would recommend filing a feature request with the UI team about it.
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Sorry about that, was distracted last week with some other higher priority things. I will get that documentation update pushed today.
The API exists because we use it internally for testing.
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Brian,
That documentation is a bit out of date, I will update it today to reflect the current status of that functionality. The Eavesdrop / Whisper / Barge functionality is part of the upcoming Callcenter PRO. It is not enabled on the currently deployed Callcenter.
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There is no official 2600hz Callcenter app that supports ACDC.
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16 hours ago, rdg154 said:
When will this be released?
We are targeting a January / February timeframe for the release at this time.
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That ability will be included in the upcoming Call Center Pro app.
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I am not sure if it is automatic or not normally. Are you using a system with multiple zones? If so that could be impacting this.
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At this point your best bet may be to just have them change state when on a call. That is not exactly a great solution, but it *should* work.
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@Ricardo,
Are you using ACDC (the open source app) or Qubicle (the paid app) ?
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This is a 4.2 / master only change.
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Call Center Pro is being worked on now, we hope to have a beta available (specifically for the event feed) and deployed on our sandbox system soon.
There are a lot of things that we will be improving and including, I don't know that a full list has actually been assembled yet, but I will check on that.
I will see what the status of the videos is.
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Jack,
Both of those capabilities are being addressed by the "Event Feed" feature that we are currently working on for Call Center Pro. The mockups for these and some more detail was announced at KazooCon. Please let me know if you would like to discuss this in more detail or have any other questions.
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Eavesdrop / Whisper / Barge is currently in testing for Callcenter, it will be available with our Callcenter Pro offering. Look for news about this soon!
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@SPC-Tim You can file a ticket to have that functionality in the UI if you would like. You may also use the recipient status API call, and pass a "queue_id", documentation can be found here: https://docs.2600hz.com/qubicle/doc/crossbar/qubicle_recipients/#set-recipient-status
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This can be done via API calls, however it is not currently exposed in the basic UI.
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The device availability will not affect the status of the agent.
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Currently you can leave an agent signed in for any length of time. The only thing that prevents 24/7 logged in agents from having a true no-hands-on experience is the need for them to log in after an upgrade or restart of the system.
The ability to persist logins across restarts to achieve always-logged-in agents is something that has been requested by several people, and we are actively investigating implementing that.
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49 minutes ago, esoare said:
@Mark Magnusson So this is Call Center Queue stuff. While exciting! It isn't standard CDR... Just wanted to clear that up. I didn't realize it until I saw per Agent.
Correct, sorry to muddy the waters with that info since it is a bit off topic, but just wanted to chime in since Dave was providing some Call Center specific info. (And it is related to a degree).
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22 minutes ago, Rick Guyton said:
Awesome news Mark! Very excited. Any idea when that'll drop? Also, will we be able to see time frames better? In the current app, all the statistics are from when queue last started. And that could be this morning, or 3 weeks ago. Would be awesome to see stats for a particular day.
We are already testing this on our sandbox system, I am unsure of the 4.2 rollout time frame unfortunately. And yes, the data resolution will be much improved, allowing you to drill down per day, week, and month.
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I will take this opportunity to chime in here to say that as of 4.2 Qubicle has reporting capabilities that include:
Per Queue
- Average wait time
- Call Count
- Timeout Count
- Abandon Count
Per Agent
- Call Count
- Missed Call Count
- Rejected Call Count
- Average Call Duration
- Average Ring Duration
These will all be available via a new qubicle_reports API (as well as in a nice new graphical dashboard).
This will likely make it much easier to get the data you are interested in for call center calls without having to process the WebSocket events that Dave listed above.
Call Center Pro
in Product Discussion
Posted
The primary problem with ring-all is that it is terribly inefficient. It is basically a ring group, however interestingly enough even more inefficient then just using ring groups. IIRC the current version of Callcenter Basic will allow you to set Ring All as an option. If you are using Pro or the option is not there then you must resort to using the API to set it.