Lorenzo Emilitri Founder at Loway Switzerland

1. 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
Presented by:
Lenz Emilitri
Founder, Loway
@lenz

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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)

12. 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

13. 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

14. 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

15. 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!

16. Expected configuration
Queues Extensions Agents
Callers
SIP/150
SIP/151
300
InboundQ
SIP/101 Agent/101
301
OutboundQ
These are normal soft-phones
used to simulate external traffic
Agents log in into QM
and run Icon

17. Upgrading Asterisk (1/2)
➔ We need to upgrade
Asterisk to version 11 in
order to have WebRTC
● Access System menu
● Select Configuration
● Select Packages

18. Upgrading Asterisk (2/2)
● Search ALL packages
and find asterisk 11
● Install it
● Restart

19. Configure the system (1/3)
Create test extensions
Go to PBX → Extensions
● Create SIP extension 150
● Create SIP extension 151

20. 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

21. 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

22. 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/m
aster/AgentPage_WebRTC_Elastix.md
● Edit files manually using a text editor

23. 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

24. 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=peer
host=dynamic
nat=force_rport,comedia
context=from-internal
callcounter=yes
busylevel=1
call-limit=1
encryption = yes
qualify=yes
avpf = yes
allow=all
icesupport = yes
srtpcapable=yes
videosupport=no
[101](WebRTC)
username=101
secret=pwd101
[102](WebRTC)
username=102
secret=pwd102

25. Enable vTiger CRM
This is easy – Elastix already includes it in its default
configuration!
● 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

26. QueueMetrics config (1/5)
Time to get started with QueueMetrics – it is very easy on
Elastix as you can install it with one click!
● 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.

27. QueueMetrics config (2/5)
Create the queues 300 and 301 and tell QueueMetrics that
our agent 101 works on them
● Select Edit queues and create a
new queue as:
Alias: InboundQ
Queue(s): 300
Direction: Inbound
Queue URL:
https://10.10.5.39/vtigercrm/index.php?
action=UnifiedSearch&module=Home&parenttab=S
ales&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: OutboundQ
Queue(s): 301
Direction: Outbound

28. QueueMetrics config (3/5)
Edit our agent to enable the WebRTC softphone
● Click on Edit Agents and
select Agent/101
● Current terminal: 101
This 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

29. QueueMetrics config (4/5)
Almost done – we can now tell QueueMetrics to enable
the WebRTC softphone
● Go to the Edit System Parameters
from the Home page
● Add the following lines by the end
of the file:
default.sipaddress=10.10.5.39
default.websocketurl=ws://10.10.5.39:8088/
ws
default.rtcWebBreaker=true
Remember to edit the IP address
of your Elastix server
● Log off

30. QueueMetrics config (5/5)
[Optional / Bonus] Serve QueueMetrics through HTTPS.
● Log in to the server and run
/usr/local/queuemetrics/java/bin/key
tool -genkey -alias tomcat -keyalg
RSA
Set „elastix123“ as the key password
● Edit
/usr/local/queuemetrics/tomcat/conf/
server.xml
Uncomment 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)
● Restart QueueMetrics
/etc/init.d/queuemetrics restart
QueueMetrics 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!

31. 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

32. 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

33. The Icon page structure
Log in to QM as Agent/101 password 999 and select Show
inbound calls
Show/hide
panels
Call
lists
Agent
presence
Soft
phone
All panels are draggable and resizable – move them around
and hide the ones you don't need

34. 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
Possible
queues
Agent
ready
Current
queues
Move
resize
windows
When done you can close the window. The agent status icon is
green – agent is ready for work

35. 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
Icon flashing
Phone is ringing
Put caller
on-hold
Terminate
current call
● 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!

36. Icon: CRM integration
When a call is received, the CRM panel is opened. The screen is
then used for your CRM app
Show
Hidden
windows
Current
call
Set call
outcome
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

37. Icon: Pauses
Agents can pause at any time. The supervisor is immediately aware.
Agents can see their current status by flying over their name
Select
pause codes
Recap of
agent state
All pause codes and call outcomes can be customized. You can
define aggregation codes to create payroll and rebilling

38. Icon: Manual outbound
To dial out manually, you have to open the Dialout panel and
enter the number you want to dial
#1
Dial number
#2
Phone rings
#3
CRM opens
If you need to dial out a list of numbers, handle recalls, etc.
you should use a dialer solution – for example WombatDialer

39. 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
Start QA
scoring
QA form
appears

40. Icon: Intranet links
You can have multiple links embedded in the control bar –
everything they need is quickly available for agents
Multiple links plus CRM
Access intranet, docs, scripts
Links can be set through the main configuration file

41. Icon: Messages
Agents receive live notifications of important events – broadcast
messages sent by the administrator and QA scoring
New messages
Icon flashes
Broadcast
message
QA Scoring
On agent's call
Agents are immediately aware of important messages that concern
them!

42. 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

43. 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

44. 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

45. 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

46. 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!

47. Thank you for attending!
QueueMetrics www.queuemetrics.com
WombatDialer www.wombatdialer.com
Loway www.loway.ch
The programmer to his son: "Here, I brought you a new basketball."
"Thank you, daddy, but where is the user's guide?"

48. Contact us
linkedin.com/company/loway
twitter.com/queuemetrics
pinterest.com/QueueMetrics
facebook.com/QueueMetrics
plus.google.com/+QueuemetricsCallCenter
youtube.com/user/QueueMetrics
slideshare.net/QueueMetrics
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