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ACD Queue dashboard and reporting

Izzy Rosen

March 26, 2019 19:57

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We need the following features for the Queue (ACD)

1. We need to have a view (Call Monitor) in the Yeastar without using QueueMetrics to see how many calls are waiting in the queue and who is logged in.
2. We need the ability to have a pick up code to pick up a call waiting in the queue or to be able to transfer a waiting call out the queue.
3. We need to have the Asterisk Queue Callback feature so that a caller can hang up and keep their position in the queue.

4. The integration of QueueMetrics  its not user friendly and doesn’t work well with Yeastar and callers get stuck in the queue for a long time without any explanation why it’s not being transferred.

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4 comments

• 1
  
  Ina Tang April 15, 2019 05:36

  Hi lzzy, 

  Thanks for your feedbacks, I will submit all the feature requests.

• 0
  
  James Sumner April 29, 2019 01:00

  We offer call metrics without the use of API AMI or SQL - We are still developing some of our more advanced reports and would be happy to help you.

  https://www.tricom.nz/tricomvoip-cdrm

  TricomVoIP is standalone software that will work with S Series and Cloud PBX systems.

  • Extra Fields  - With 48 Fields per phone call. 
  
  • Recordings - Simply download 1 or more recorded phone calls with ease. Manage recordings, add notes and play back recordings.
  
  • CDR Search - Search the PBX's CDR log without limitations, print or easily export to Excel 
  
  • CDR Reports - Built-in Reports created by CDR Search data. 
  
  • Live Dashboard - Live Dashboard with various metrics  
  
  • Settings - Customize TricomVoIP to suit your needs, set auto-refresh times, peak periods and Window Style and color 
  
  • Integrations - Integrations from TricomVoIP Desktop are coming soon. Such as Contacts
  

   

• 0
  
  Markus Mohr May 16, 2019 07:43

  +1 for that

   

• 0
  
  Markus Mohr May 16, 2019 07:44

  first step it would be to bring the command:

  queue show queue-XXX to the PBX-Monitor. Thera are all Information I need...