Queue Callback Plugin Installation

You can install the plugin via the FOP2 Manager as any other plugin. But for it to work fully, you also must install Asternic Call Center Stats PRO, available at http://www.asternic.net/download.php.

The key factor is the queue_log parser named 'asterniclog' that will work wherever the software is licensed or not.

As such, there is no need to have an Asternic CCStats PRO license, but if you do have it licensed, then you will have some nicer calculations by having tracks of outbound queue calls and separate SLA times per queue.

To install Asternic Call Center Stats PRO follow its installation guide

You will also need to be sure you enable outbound call tracking, so when you actually perform a callback, if successfull it will remove the call from the abandoned call list. If you do not enable outbound call tracking, then calls won't clear for the list when called back, only when the configured check days pass.

After installing Asternic you will need to allow access to the asterisk database to the MySQL user that connects to Asternic qstats database also, if you installed with default instructions, the following command will do the trick:

mysql -u root -p -e "grant select on asterisk.* to qstatsUser@localhost identified by 'qstatsPassw0rd'"

The asterisk database is used in most known Asterisk based distributions. If you run vanilla Asterisk, be sure to use the correct database name where the FOP2 tables are created.

Queue Callback Plugin Configuration

Inside FOP2 Manager click the Settings button on the Queue Callback plugin to display the configuraiton settings.

Asternic Install Directory:

Directory where Asternic Call Center Stats PRO is installed, usually you do not need to modify this value.
Default value: /var/www/html/stats/

Get Abandoned Script:

Script to run to get abandoned calls to show on the widget. On a standard installation you should not modify this value.
Default value: php -f /var/www/html/fop2/admin/plugins/qcallback/getabandoned.php

Days To Check:

Number of days back from today for abandoned calls.
Default value: 3

Date Format:

Format to use for the date/time value in the callback list.
Default value: lll

Possible formats:

Extension Context:

Diaplan context where the agent/user extension could be reached. The default value is suitable for Issabel and FreePBX based systems. Default value: from-internal

Dial Context:

Diaplan context where the external number/trunk could be reached. The default value is suitable for Issabel and FreePBX based systems. Default value: from-internal

Distinct Widget

The plugin can show a list of abandoned calls directly in each existing queue button, or it can add a different/new widget window on screen. If you enable this option it will create a separate widget for queue callback calls, if not it will show the list of abandoned calls in the existing queue buttons.