Call Center Agents Not Ready & Login Time Tracking

[khanali.paiwandzada]

How we can trace the login time and not ready time of call center agents?? I was not able able to find it.

@markjcrane @DigitalDaz your kind comment will be highly appreciated.


Thank you,

 

[DigitalDaz]

I don't think it is actually logged anywhere.

 

[Adrian Fretwell]

You may be able to do it by hooking the callcenter::info CUSTOM event subclass and logging the date/time when the agent-status-change action and possibly the agent-state-change action is triggered.

Reference the Events section of the link below:
https://freeswitch.org/confluence/display/FREESWITCH/mod_callcenter

 

[Felippe Silvestre]

You may be able to do it by hooking the callcenter::info CUSTOM event subclass and logging the date/time when the agent-status-change action and possibly the agent-state-change action is triggered.

Reference the Events section of the link below:
https://freeswitch.org/confluence/display/FREESWITCH/mod_callcenter

I've unable to get callcenter events.
These are what I can retrieve:

"Event-Subclass": "sofia::re_register"
"Event-Subclass": "sofia::register_attempt"

How can I force callcenter::info CUSTOM event to be enabled?
Reloading mod_callcenter didn't show any error to create that subclass.

Fusionpbx v4.5.32
FreeSWITCH Version 1.10.7-release.13~64bit (-release.13 64bit)

 

[Adrian Fretwell]

Check out event="CUSTOM" subclass="callcenter::info"

 

[Felippe Silvestre]

No donuts for "callcenter::info" unfortunately
I'm listening ALL events. At first time with JSON and second with PLAIN mode, both with same results:

"Event-Name": "API",
"Event-Name": "CHANNEL_ANSWER",
"Event-Name": "CHANNEL_BRIDGE",
"Event-Name": "CHANNEL_CALLSTATE",
"Event-Name": "CHANNEL_CREATE",
"Event-Name": "CHANNEL_DESTROY",
"Event-Name": "CHANNEL_EXECUTE",
"Event-Name": "CHANNEL_EXECUTE_COMPLETE",
"Event-Name": "CHANNEL_HANGUP",
"Event-Name": "CHANNEL_HANGUP_COMPLETE",
"Event-Name": "CHANNEL_ORIGINATE",
"Event-Name": "CHANNEL_OUTGOING",
"Event-Name": "CHANNEL_PROGRESS",
"Event-Name": "CHANNEL_PROGRESS_MEDIA",
"Event-Name": "CHANNEL_STATE",
"Event-Name": "CHANNEL_UNBRIDGE",
"Event-Name": "CODEC",
"Event-Name": "CUSTOM",
"Event-Name": "PRESENCE_IN",
"Event-Subclass": "sofia:re_register",
"Event-Subclass": "sofia::register_attempt",

No updates available at repo for freeswitch-application-callcenter-1.10.7.release.13-1.el7.x86_64
CentOS Linux release 7.9.2009 (Core)

 

[Adrian Fretwell]

How are you listening ALL events?

 

[Felippe Silvestre]

How are you listening ALL events?

I'm using Python.

import ESL
server = ESL.ESLconnection(fs_esl['host'], fs_esl['port'], fs_esl['password'])
if not server.connected():
    exit
server.events('PLAIN', 'ALL')
while server.connected():
    event = server.recvEvent()
    print(event.serialize('plain'))

 

[lenz]

We do exactly that to translate Fusion events into queue_log events - https://manuals.loway.ch/Uniloader-chunked/ch07.html - and it does work. Out of that we rebuild a full picture of what went on and split it by tenant for consumption.

 

[Adrian Fretwell]

Your python code looks fine. So the only "Event-Subclass" headers that you see in the CUSTOM events are for sofia. I don't understand what is going on because you should be seeing the call center Event-Subclass in the CUSTOM events if mod_callcenter is working correctly.