QueueMetrics Icon WebRTC Agent Page Integration with Elastix guide

Discover with this step-by-step guide how to integrate Icon, the brand new QueueMetrics agent
page with Elastix, the open source communications server software by alosanto !olutions"
#he QueueMetrics Icon agent page is designed in order to provide call center professionals with the
best usability combined with innovative design" $sing Icon, agents can operate all the call-center
functions with only one control icon"
#he integration with Elastix provides you with the ultimate tool to manage your call center data,
daily agents wor%flow and overall call center business"
How to Integrate Elastix and Icon
Ste !" Install Elastix
waidemar
Download Elastix &"'"( !table )we tested the *& bit version+ and proceed installing the
I!, as usual"
Ste #" $grade to Asteris% !!&'&(
-ccess to the Elastix configuration panel and clic% on System->Updates menu" !witch to
the ac%age view by clic%ing on the left side lin%"
.lic% on the Show Filter menu then type asteris% inside the Name edit box" !elect All in the
status dropdown then clic% on Search"
In the resulting table clic% /Install/ on -steris% 00"1"( row then wait until the process
terminates"
Ste )" Installing QueueMetrics with Esresso
,pen an !!2 session pointing your !!2 client to the Elastix machine"
#ype wget -P /etc/yum.repos.d http://yum.loway.ch/loway.repo "
Install QueueMetrics by typing yum install queuemetrics-espresso"
#he yum command will download QueueMetrics and all of its dependencies and install them on
your system" #his may ta%e a while, depending on your internet connection speed" 3hen as%ed to
confirm the installation, type /y/ to proceed" 3hen the installation is complete, you will have to
point your browser to the address http455myserver46(6(57ueuemetrics and you will see the
QueueMetrics home page )you will be as%ed to accept the E$8- first+" 8og in as 9demoadmin:
with password 9demo:; if you don<t see any errors, then your system is correctly configured"
Ste *" Con+igure an inbound ,ueue in Elastix
-ccess to the Elastix configuration panel and clic% on => menu"
,n the left side menu, select Queues"
#ype 300 on the Queue Number and Queue Name fields then clic% on Submit Changes"
-pply configuration changes on -steris% =>"

Ste -" Con+igure a set o+ SIP account +or WebRTC clients
#hrough an !!2 connection, enter in the /etc/asterisk folder and edit the
sip_custom.conf file"
-dd the following s%etch" #his defines a template for agents using the 3eb?#. softphone
integrated in Icon, the QueueMetrics realtime page"
[Web!"#$%&
type'peer
host'dynamic
nat'force_rport(comedia
conte)t'from-internal
callcounter'yes
busyle*el'+
call-limit'+
encryption ' yes
qualify'yes
a*pf ' yes
allow'all
icesupport ' yes
srtpcapable'yes
*ideosupport'no
[+,+#$Web!"&
username'+,+
secret'+,+
[+,-#$Web!"&
username'+,-
secret'+,-
#he s%etch defines also two !I accounts )0 and 0!+ used by two sample agents defined in
QueueMetrics"
Ste ." Enable WebRTC connections in Asteris%
#hrough an !!2 connection, enter the /etc/asterisk folder and edit the http.conf file"
!et the %ey enabled'yes and bindaddr',.,.,., configuration variables"
!ave the file and exit"
Edit the file sip_general_custom.conf and add the following %eys to enable the websoc%et
transport4
allowguest'no
transport'udp(ws(wss
Ste '" /e+ine two sa0le callers extensions in Elastix
#wo samples extensions are used in this tutorial to simulate calls flowing to the inbound 7ueue" #o
do this, proceed with the following steps"
-ccess to the Elastix configuration panel and clic% on => menu"
,n the left side menu, select Extensions"
!elect @eneric !I Device from the dropdown, then clic% Submit"
Aill the $ser Extension, Display Bame and secret fields with &((, then press Submit"
?epeat the same for the extension &(0"
-pply configuration changes to the -steris% =>"
Ste 1" Setu ,ueues and agents in QueueMetrics
-ccess to the QueueMetrics administration page by pointing the browser to
http455myserver46(6(57ueuemetrics and using 9demoadmin: and 9demo: as username and
password"
.lic% on Setup wi"ard lin% located on Edit QueueMetrics settings submenu"
!elect /Aile/ as data source" Aollow the wiCard until completes" #he definition of the 7ueue
*(( is now imported in QueueMetrics"
.lic% on Edit 7ueues under Edit QueueMetrics settings submenu"
.lic% on the icon /#dit agents/ for the 7ueue *(( and assign the agents agent$0 and
agent$0! as a Main"
3e need to associate the !I credentials defined at step D to the agents in QueueMetrics" In order to
do that4
In QueueMetrics, clic% on the C%g Agents tab in the upper menu, then clic% on the pencil
icon on the agent 0 row"
Aill the Current terminal, &eb'hone Username and &eb'hone 'assword with the value 0
then clic% on !ave"
?epeat the same for the agent 0! )but with credentials defined for the extension 0!+"
Ste 2" Con+igure the QueueMetrics WebRTC so+thone
QueueMetrics needs to %now the I where the softphone will register" #o do that4
Arom the QueueMetrics home page, clic% on the #dit system parameters lin% under the
Administrati(e tools section"
!earch the default.sipaddress, default.websocketurl and
default.rtcWeb.reaker %eys and edit as following4
default.sipaddress'///.///.///.///
default.websocketurl'ws://///.///.///.///:0,00/ws
default.rtcWeb.reaker'true
where >>>">>>">>>">>> is the I address valid for your install4 this is the I address
associated to your =>"
!ave and logout from the QueueMetrics administation panel"
Ste !(" $se the WebRTC so+thone integrated in Icon
-ccess to the QueueMetrics -gent page by pointing a .hrome browser to
http455myserver46(6(57ueuemetrics and using Agent$0 and ))) as username and password"
.lic% on Icon by clic%ing on Show inbound calls for agent -gent50(0 under *nbound calls
menu" Icon will load"
.lic% on the top left menu and show the Agent +ogon panel
.lic% on the /7ueue *((/ item you can find under A(ailable Queues, then clic% on the /E/
button to start log-in procedure" In a few seconds the agent status icon located on the right
side top menu should mar% green" Fou<re now logged into the 7ueue *(("
=y mean of an external phone you previously registered with !I credential defined in the
step 1, place a call to the internal extension *(("
#he agent softphone pops up and starts ringing" Fou can answer by clic%ing on the red flashing icon
on this panel"
N,-#4 .hrome as%s for a confirmation on sharing microphone and spea%ers each time a new call
flows in" #his could be avoided by setting up QueueMetrics to be served through 2##! instead of
2##" lease refer to the QueueMetrics -dvanced .onfiguration Manual located at
http455manuals"loway"ch5QMG-dvanced.onfig-chun%ed "
!ee Icon in -ction4 http4557ueuemetrics"com5iconGagentGpage"Hsp
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