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How to Integrate QueueMetrics Call Center with S-Series VoIP PBX

How to Integrate QueueMetrics Call Center with S-Series VoIP PBX

With the latest firmware 30.7.0.11 and QueueMetrics Integration App, S-Series VoIP PBX can support both QueueMetrics Live and QueueMetrics On-Premise, which delivers a powerful one-stop call center solution that allows call center managers to monitor and manage call center with a simple and easy to use interface.

Blog What is Call Center

This integration provides professionals with a top-notch solution for monitoring everything that happens in call center, turning S-Series VoIP PBX into a 360 degrees call centre platform, which offers a suite of enterprise-grade telephony features with minimal fee attached.

Loyway’s QueueMetrics call center suite is built for Asterisk telephony systems. With the integration, you can analyses metrics in a VoIP network with complete stats reporting, queue management, call tracking and advanced monitoring features, which let you monitor call center agent productivity, measure targets and conversion rates in real-time with ease of use.

This guide introduces how to install and activate the QueueMetrics Integration App and how to connect S-Series IPPBX to the QueueMetrics Live (cloud-based) and QueueMetrics On-Premise.

Step 1. Install and Activate the QueueMetrics Integration App

  1. Log in to the web user interface of S-Series VoIP PBX, go to App Center and install the QueueMetrics Integration App. ( note: make sure your firmware version is 30.4.0.6 or higher)
  2. Refresh the webpage, the integration App will be shown on the Main Menu.
  3. Enter the App and check the “Enable QueueMetrics Integration”.
QueueMetrics Integration App on S-Series App Center

Step 2. Prepare Your Queuemetrics Call Center

This step will explain how to prepare a Queuemetrics cloud-based or On-premises call center for S-Series VoIP PBX Integration.

  1. Cloud-based: If you need to host your contact center in the cloud, you need to have a QueueMetrics Live ID first. You can purchase the ID from the QueueMetrics official website. Or you can just create a demo (trail) ID right within the QueueMetrics Integration App of S-Series VoIP PBX. The demo ID is available for 30-days free trial.
  2. On-premises: If you need an on-premise call center, install QueueMetrics software on your server first, then edit the system parameters and users on the QueueMetrics to make it works with your PBX. Detailed configuration method can be found here.

Note: you can apply a trial license of QueueMetrics On-Premise from Yeastar to test the integration with Yeastar S-Series VoIP PBX. Just contact us and we’ll get in touch to help!Apply Demo ID for QueueMetrics Live

Create a Demo ID for QueueMetrics Live on QueueMetrics Integration App

Step 3. Integrate S-Series VoIP PBX with the QueueMetrics

  1. Enter the QueueMetrics Integration App on S-Series VoIP PBX Interface
  2. Choose call center type as ” QueueMetrics Live” or “QueueMetrics On-Premise” based on your call center type.
  3. Enter the URL of your QueueMetrics server, your QueueMetrics ID/username and Password, then click “Save”. You’ll see your QueueMetrics Integration App is running and get a link to login your QueueMetretics.
  4. Visit the link to log into your QueueMetrics call center.

QueueMetrics On-premise Visit Link

QueueMetrics On-premise Integration Visit Link

Step 4. “Tell” QueueMetrics How Your Agent Works

We now have to tell QueueMetrics on which queues our agents will be working. Login to your QueueMetrics accounts and do the following settings.

1. Create Agents

Create a new agent on the QueueMetrics Home page and configure the Agent Detail according to the extension settings of your S-Series VoIP PBX. Set the Asterisk agent code, Agent description and Current terminal (agent’s extension number) and leave other parameters blank.

Asterisk agent code: The format is “Agent/xxxx” by default. For example, the agent’s extension number is 1000, the Asterisk agent code should be “Agent/1000”.Create Agents on QueueMetrics Call Center

Create Agents on QueueMetrics

2. Create Queues

Create queues according to the queue settings on your S-Series PBX. Click Queues tab > Click Create New > Configure the Queue Detail. The format of Queue is “queue-xxx” by default. For example, if the queue number on the PBX is 6700, the Queue(s) should be queue-6700.QueueMetrics Queue Details Settings

QueueMetrics Queue Details Settings

3. Create System Users

QueueMetrics provides Agent’s page for agents to log on, log off, pause, see processed calls and do other activities as well. In order to enable agent, you have to create a log-on for each agent that matches exactly the agent code you used in the agent definition. For example, for extension 5001 you would use Agent/5001.

Go to Home> Edit QueueMetrics settings > Administer users > Create New > Configure the User Detail. To check if your changes have been successful, try logging off the agent and logging in again.


Need more information?

For more information on how to use integrate QueueMetrics with Yeastar S-Series VoIP PBX, please click here.

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Log in conveniently via any web browser for access to the user portal.

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System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

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Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

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Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

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Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Conference

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Speed Dial

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Ring Group

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Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

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Contacts

Store, retrieve, and share company contact details easily on your PBX.

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Bulk import a list of contacts instead of having to key details in individually.

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Extensions

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Customize allocation of user extensions to specific ring groups.

Portal Login Page

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Installation Wizard will guide you through basic configurations.

User Login

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Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

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PBX Monitor

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Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

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Playback call recordings directly from the PBX or download to store externally.

Event Center

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Specify particular notifications to be sent to respective authorized personnel.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

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Voice Prompt

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General

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Call Features

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Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

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Determine how calls are routed and received at different times of a day.

Trunks

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Provision SIP trunk settings and dedicate them to particular extensions.

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Extensions

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Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

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