Send an email alert when asterisk queue has abandon caller

Using Asternic Stats PRO"

http://members.asternic.biz/knowledge_base/how-to-send-an-email-when-a-call-is-abandoned-or-times-out

Tested on Issabel call center box. 

1> edit the file

/etc/sysconfig/asterniclog

change it to:

OPTIONS="-u qstatsUser -p qstatsPassw0rd -d qstats -h localhost -l /var/log/asterisk/queue_log -c -t /usr/local/parselog/myscript.php --daemon"

Create file

/usr/local/parselog/myscript.php

Put this in the file:
(alter $mailto, $subject and $headers to reflect specifics to your email system

#!/usr/bin/php
<?php
$mailto   = "your@mail.com";
$subject  = "Call Center Alert";
$headers  = 'From: webmaster@callcenter.com' . "\r\n" . 'Reply-To: webmaster@callcenter.com' . "\r\n" . 'X- Mailer: PHP/' . phpversion();

$date  = $argv[1];
$queue = $argv[2];
$agent = $argv[3];
$event = $argv[4];
$uniq  = $argv[5];
$text  = "";

$formatted_date = gmdate("Y-m-d\TH:i:s\Z",$date);
   
if($event == 'ABANDON') {
exec("/usr/sbin/asterisk -rx 'queue show $queue'",$return);
exec("grep $uniq /var/log/asterisk/queue_log | grep ENTERQUEUE | cut -d \| -f 7",$clid);
exec("grep $uniq /var/log/asterisk/queue_log | grep RINGNOANSWER | cut -d \| -f 4",$ringnoanswer);
exec("grep $uniq /var/log/asterisk/queue_log | grep ABANDON | tail -n 1 | cut -d \| -f 8",$waittime);

$waittime = implode('',$waittime);

if($waittime<6) {
    // Ignoring short abandon
    exit;
}

$agents = extract_members($return);

$agent_string = '';
foreach($agents as $state=>$agentsinstate) {
    $agent_string .= "Agents $state: ". implode(",",$agentsinstate)."\n";
}

$ringnoanswer = array_unique($ringnoanswer);
$ringno_string = implode(",",$ringnoanswer);
$text = "Call from $clid[0] on queue $queue was abandoned at $formatted_date after $waittime seconds wait.\n";
$text.= "Available agents at time of event:\n$agent_string\n\n";
if($ringno_string<>'') {
   $text.= "Agents that failed to answer were:\n$ringno_string\n\n";
}
}

if($event == 'EXITWITHTIMEOUT') {
exec("/usr/sbin/asterisk -rx 'queue show $queue'",$return);
exec("grep $uniq /var/log/asterisk/queue_log | grep ENTERQUEUE | cut -d \| -f 7",$clid);
exec("grep $uniq /var/log/asterisk/queue_log | grep RINGNOANSWER | cut -d \| -f 4",$ringnoanswer);
exec("grep $uniq /var/log/asterisk/queue_log | grep EXITWITHTIMEOUT | tail -n 1 | cut -d \| -f 8",$waittime);

$waittime = implode('',$waittime);

if($waittime<6) {
    // Ignoring short timeout
    exit;
}

$agents = extract_members($return);

$agent_string = '';
foreach($agents as $state=>$agentsinstate) {
    $agent_string .= "Agents $state: ". implode(",",$agentsinstate)."\n";
}

$ringnoanswer = array_unique($ringnoanswer);
$ringno_string = implode(",",$ringnoanswer);

$text = "Call from $clid[0] on queue $queue timed out at $formatted_date after $waittime seconds.\n";
$text.= "Available agents at time of event:\n$agent_string\n\n";
if($ringno_string<>'') {
   $text.= "Agents that failed to answer were:\n$ringno_string\n\n";
}
}

if($text <> '') {
mail($mailto, $subject, $text, $headers);
}

function extract_members($data) {
$ret = array();
foreach($data as $linea) {
    if(substr($linea,0,5)=="     ") {

        $partes = preg_split("/\(/",$linea);
        $agente = trim($partes[0]);

        if(preg_match("/Not in use/i",$linea)) {
            $ret['available'][] = $agente;
        } else if(preg_match("/unavailable/i",$linea)) {
            $ret['unavailable'][] = $agente;
        } else if(preg_match("/busy/i",$linea)) {
            $ret['busy'][] = $agente;
        } else if(preg_match("/in use/i",$linea)) {
            $ret['in use'][] = $agente;
        } else if(preg_match("/invalid/i",$linea)) {
            $ret['invalid'][] = $agente;
        } else {
            $ret['unknown'][] = $agente;
        }

    }
}
return $ret;
}

Save the file

Change the owner of the file to asterisk

chown asterisk:asterisk /usr/local/parselog/myscript.php

Make the file executable

chmod +755 /usr/local/parselog/myscript.php

Restart the Asternic process

service asterniclog restart

Make a test call to the queue, then abandon. It will send an email

You can watch the mail log if you have problems, it can help you solve smtp messages

tail -100f /var/log/maillog