doc/tex/queuelog.tex

   1 In order to properly manage ACD queues, it is important to be able to
   2 keep track of details of call setups and teardowns in much greater detail
   3 than traditional call detail records provide.  In order to support this,
   4 extensive and detailed tracing of every queued call is stored in the
   5 queue log, located (by default) in \path{/var/log/asterisk/queue_log}.
   6
   7 These are the events (and associated information) in the queue log:
   8
   9 \textbf{ABANDON(position$|$origposition$|$waittime)}
  10
  11 The caller abandoned their position in the queue.  The position is the
  12 caller's position in the queue when they hungup, the origposition is
  13 the original position the caller was when they first entered the
  14 queue, and the waittime is how long the call had been waiting in the
  15 queue at the time of disconnect.
  16
  17 \textbf{AGENTDUMP}
  18
  19 The agent dumped the caller while listening to the queue announcement.
  20
  21 \textbf{AGENTLOGIN(channel)}
  22
  23 The agent logged in.  The channel is recorded.
  24
  25 \textbf{AGENTCALLBACKLOGIN(exten@context)}
  26
  27 The callback agent logged in.  The login extension and context is recorded.
  28
  29 \textbf{AGENTLOGOFF(channel$|$logintime)}
  30
  31 The agent logged off.  The channel is recorded, along with the total time
  32 the agent was logged in.
  33
  34 \textbf{AGENTCALLBACKLOGOFF(exten@context$|$logintime$|$reason)}
  35
  36 The callback agent logged off.  The last login extension and context is
  37 recorded, along with the total time the agent was logged in, and the
  38 reason for the logoff if it was not a normal logoff
  39 (e.g., Autologoff, Chanunavail)
  40
  41 \textbf{COMPLETEAGENT(holdtime$|$calltime$|$origposition)}
  42
  43 The caller was connected to an agent, and the call was terminated normally
  44 by the *agent*.  The caller's hold time and the length of the call are both
  45 recorded.  The caller's original position in the queue is recorded in
  46 origposition.
  47
  48 \textbf{COMPLETECALLER(holdtime$|$calltime$|$origposition)}
  49
  50 The caller was connected to an agent, and the call was terminated normally
  51 by the *caller*.  The caller's hold time and the length of the call are both
  52 recorded.  The caller's original position in the queue is recorded in
  53 origposition.
  54
  55 \textbf{CONFIGRELOAD}
  56
  57 The configuration has been reloaded (e.g. with asterisk -rx reload)
  58
  59 \textbf{CONNECT(holdtime$|$bridgedchanneluniqueid$|$ringtime)}
  60
  61 The caller was connected to an agent.  Hold time represents the amount
  62 of time the caller was on hold. The bridged channel unique ID contains
  63 the unique ID of the queue member channel that is taking the call. This
  64 is useful when trying to link recording filenames to a particular
  65 call in the queue. Ringtime represents the time the queue members phone
  66 was ringing prior to being answered.
  67
  68 \textbf{ENTERQUEUE(url$|$callerid)}
  69
  70 A call has entered the queue.  URL (if specified) and Caller*ID are placed
  71 in the log.
  72
  73 \textbf{EXITEMPTY(position$|$origposition$|$waittime)}
  74
  75 The caller was exited from the queue forcefully because the queue had no
  76 reachable members and it's configured to do that to callers when there
  77 are no reachable members. The position is the caller's position in the
  78 queue when they hungup, the origposition is the original position the
  79 caller was when they first entered the queue, and the waittime is how
  80 long the call had been waiting in the queue at the time of disconnect.
  81
  82 \textbf{EXITWITHKEY(key$|$position$|$origposition$|$waittime)}
  83
  84 The caller elected to use a menu key to exit the queue.  The key and
  85 the caller's position in the queue are recorded.  The caller's entry
  86 position and amoutn of time waited is also recorded.
  87
  88 \textbf{EXITWITHTIMEOUT(position$|$origposition$|$waittime)}
  89
  90 The caller was on hold too long and the timeout expired.  The position in the
  91 queue when the timeout occurred, the entry position, and the amount of time
  92 waited are logged.
  93
  94 \textbf{QUEUESTART}
  95
  96 The queueing system has been started for the first time this session.
  97
  98 \textbf{RINGNOANSWER(ringtime)}
  99
 100 After trying for ringtime ms to connect to the available queue member,
 101 the attempt ended without the member picking up the call. Bad queue
 102 member!
 103
 104 \textbf{SYSCOMPAT}
 105
 106 A call was answered by an agent, but the call was dropped because the
 107 channels were not compatible.
 108
 109 \textbf{TRANSFER(extension$|$context$|$holdtime$|$calltime$|$origposition)}
 110
 111 Caller was transferred to a different extension.  Context and extension
 112 are recorded. The caller's hold time and the length of the call are both
 113 recorded, as is the caller's entry position at the time of the transfer.
 114 PLEASE remember that transfers performed by SIP UA's by way of a reinvite
 115 may not always be caught by Asterisk and trigger off this event. The only
 116 way to be 100\% sure that you will get this event when a transfer is
 117 performed by a queue member is to use the built-in transfer functionality
 118 of Asterisk.