Tecnicas monitoreo reportes con Asterisk

Técnicas para monitoreo y reportes

con Asterisk

Nicolás Gudiñ[email protected]

4K Conference 2011 Buenos Aires

Nicolás Gudiño - http://www.asternic.biz Tuesday, December 6, 2011

mailto:[email protected]


http://www.asternic.biz


Agenda

Archivos de registro / logs

Call Detail Records / CDR

Registro actvidad de colas / queue_log

Channel Event Logging / CEL

Asterisk Manager Interface / AMI

Nicolás Gudiño - http://www.asternic.biz

Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011

Tuesday, December 6, 2011



Ideales para depuración de problemas

Archivos de registro - Logs



;console => notice,warning,error;console => notice,warning,error,debug;messages => notice,warning,errorfull => notice,warning,error,debug,verbose

/etc/asterisk/logger.conf







[2011-11-18 15:42:36] VERBOSE[13927] pbx.c: -- Executing [s@macro-dial-one:37] Dial("Local/605@from-queue-8891;2", "SIP/605,25,trM(auto-blkvm)") in new stack[2011-11-18 15:42:36] VERBOSE[13927] netsock2.c: == Using SIP RTP TOS bits 184[2011-11-18 15:42:36] VERBOSE[13927] netsock2.c: == Using SIP RTP CoS mark 5[2011-11-18 15:42:36] VERBOSE[13927] app_dial.c: -- Called SIP/605[2011-11-18 15:42:36] VERBOSE[13887] app_queue.c: -- Local/605@from-queue-8891;1 is ringing[2011-11-18 15:42:36] VERBOSE[13928] app_mixmonitor.c: == Begin MixMonitor Recording Local/605@from-queue-8891;2[2011-11-18 15:42:36] VERBOSE[13927] app_dial.c: -- SIP/605-00000094 is ringing[2011-11-18 15:42:36] VERBOSE[13887] app_queue.c: -- Local/605@from-queue-8891;1 is ringing[2011-11-18 15:42:37] VERBOSE[13927] app_dial.c: -- SIP/605-00000094 is ringing

/var/log/asterisk/full

Fecha Nivel Thread Módulo Detalle







Filtrando logs para depuración

#> grep 13928 /var/log/asterisk/full

[2011-11-18 15:42:36] VERBOSE[13928] app_mixmonitor.c: == Begin MixMonitor Recording ...[2011-11-18 15:43:14] VERBOSE[13928] app_mixmonitor.c: == MixMonitor close filestream[2011-11-18 15:43:14] VERBOSE[13928] app_mixmonitor.c: == Executing [/var/lib/asterisk/...[2011-11-18 15:43:14] VERBOSE[13928] app_mixmonitor.c: == End MixMonitor Recording ...

Revisando últimas líneas de log#> tail -n 1000 /var/log/asterisk/full







#> asterisk -rx “logger reload”

Comandos de consola

#> asterisk -rx “logger rotate”

Recargar configuración

Rotación de logs

#> asterisk -rx “core set verbose 10”Ajuste de nivel de verbosidad

#> asterisk -rx “core set debug 3”Ajuste de nivel de depuración




Registro histórico de llamados

Tarifación / facturación

Análisis de volumen de llamados

Estadísticas de uso

Auditoría

Call Detail Records - CDR









Diferentes back-ends csvmanagerradiussqliteodbc, etc

Back-end mysql disponible en addons






[general]unanswered=noendbeforehexten=no

[csv]usegmtime = yes ; log date/time in GMTloguniqueid = yes ; log uniqueid. loguserfield = yes ; log user field. accountlogs = yes ; create separate log file for each account code. Default is "yes"

/etc/asterisk/cdr.conf







Call Detail Records - CDRCampo de Usuario (userfield)Set(CDR(userfield)=Value)

Puede usarse para guardar información extra en un registro CDR como ser:

Tecla pulsada en IVR, nombre de grabación

Cualquier variable de canal

[global]userfield=1

/etc/asterisk/cdr_mysql.conf







"","19524742","609","from-did-direct","""19524742"" <19524742>","SIP/zapuser-00000179","Local/FMPR-609@from-internal-b2c7;1","Dial","Local/FMPR-609@from-internal&Local/FMGL-606@from-internal,22,trM(auto-blkvm)","2011-11-24 09:18:10","2011-11-24 09:18:26","2011-11-24 09:18:44",34,18,"ANSWERED","DOCUMENTATION","1322126290.637",""

"","19524742","605","from-internal-xfer","""19524742"" <19524742>","SIP/609-0000017a","SIP/605-0000017c","Dial","SIP/605,25,trM(auto-blkvm)","2011-11-24 09:18:44",,"2011-11-24 09:18:59",15,0,"NO ANSWER","DOCUMENTATION","1322126301.642",""

/var/log/asterisk/cdr-csv/Master.csv







Información util pero a veces incompleta

Hay inconsistencias cuando se

transfieren llamadas

No es util para determinar el flujo de un

llamado







Asternic CDR Reports







Asternic CDR Reports

Módulo de FreePBX - GPL

http://www.asternic.biz/downloads/asternic-cdr-reports






Registro detallado de actividad de colas

Estadísticas de call center

Eficiencia de agentes

Nivel de servicio

Auditoría

Actividad de colas - queue_log








1321903401|1321903368.260|101|NONE|ENTERQUEUE||asterisk|11321903417|1321903368.260|101|Soporte Paula|RINGNOANSWER|150001321903438|1321903368.260|101|Soporte Paula|RINGNOANSWER|150001321903449|1321903368.260|101|Soporte Paula|CONNECT|48|1321903443.267|51321904957|1321903368.260|101|Soporte Paula|COMPLETEAGENT|48|1508|11321945326|NONE|NONE|NONE|CONFIGRELOAD|1321964669|1321964645.270|100|NONE|ENTERQUEUE||44438722|11321964685|1321964645.270|100|Soporte Paula|RINGNOANSWER|150001321964714|1321964645.270|100|Soporte Paula|RINGNOANSWER|150001321964738|1321964645.270|100|Soporte Paula|CONNECT|69|1321964727.277|101321964795|1321964645.270|100|Soporte Paula|COMPLETECALLER|69|57|1

/var/log/asterisk/queue_log

timestampuniqueid

colaagente evento

info adicional







Asternic Call Center Stats Lite







http://www.asternic.biz/downloads/lite

Asternic Call Center Stats Lite - GPL3







Registro detallado de llamados

Híbrido entre queue_log y CDR

Channel Event Logging - CEL



CDR con esteroides






/etc/asterisk/cel.conf


[general]enable=yesapps=allevents=ALLdateformat=%F %T

Lo mínimo para empezar a usar CEL es habilitarlo con enable=yes y enumerar eventos con events=xxx.






Channel Event Logging - CELEventos disponibles en CEL

CHAN_START , CHAN_END, ANSWER, HANGUP, CONF_ENTER, CONF_EXIT, CONF_START, CONF_END, APP_START, APP_END, PARK_START, PARK_END, BRIDGE_START, BRIDGE_END, 3WAY_START , 3WAY_END, BLINDTRANSFER, ATTENDEDTRANSFER, TRANSFER, HOOKFLASH, USER_EVENT

¡UN MONTONAZO!







[mappings]Master.csv => ${CSV_QUOTE(${eventtype})},${CSV_QUOTE(${eventtime})},${CSV_QUOTE(${CALLERID(name)})},${CSV_QUOTE(${CALLERID(num)})},${CSV_QUOTE(${CALLERID(ANI)})},${CSV_QUOTE(${CALLERID(RDNIS)})},${CSV_QUOTE(${CALLERID(DNID)})},${CSV_QUOTE(${CHANNEL(exten)})},${CSV_QUOTE(${CHANNEL(context)})},${CSV_QUOTE(${CHANNEL(channame)})},${CSV_QUOTE(${CHANNEL(appname)})},${CSV_QUOTE(${CHANNEL(appdata)})},${CSV_QUOTE(${CHANNEL(amaflags)})},${CSV_QUOTE(${CHANNEL(accountcode)})},${CSV_QUOTE(${CHANNEL(uniqueid)})},${CSV_QUOTE(${CHANNEL(linkedid)})},${CSV_QUOTE(${CHANNEL(peer)})},${CSV_QUOTE(${CHANNEL(userfield)})},${CSV_QUOTE(${eventextra})}

/etc/asterisk/cel_custom.conf







"CHAN_START" "1322126290.417117" "" "from-trunk-sip-zapuser" """ANSWER" "1322126290.433885" "49524742" "ivr-2" "Answer""APP_START" "1322126301.270181" "49524742" "macro-dial" "Dial""CHAN_START" "1322126301.270458" "" "from-internal" """CHAN_START" "1322126301.270551" "" "from-internal" """CHAN_START" "1322126301.271182" "" "from-internal" """CHAN_START" "1322126301.271246" "" "from-internal" """APP_START" "1322126301.286019" "49524742" "macro-dial-one" "Dial""CHAN_START" "1322126301.307455" "" "from-internal" """APP_START" "1322126303.485284" "49524742" "macro-dial" "Dial""CHAN_START" "1322126303.485900" "" "from-internal" """ANSWER" "1322126306.698194" "609" "from-internal" "AppDial""ANSWER" "1322126306.713192" "49524742" "macro-dial-one" "Dial""BRIDGE_START" "1322126306.713233" "49524742" "macro-dial-one" "Dial""ANSWER" "1322126306.713394" "" "from-internal" "AppDial""HANGUP" "1322126306.713480" "" "from-internal" "AppDial""CHAN_END" "1322126306.713512" "" "from-internal" "AppDial""HANGUP" "1322126306.714272" "606" "from-internal" "AppDial""CHAN_END" "1322126306.714476" "606" "from-internal" "AppDial""APP_END" "1322126306.714525" "49524742" "macro-dial" "Dial""HANGUP" "1322126306.715063" "49524742" "from-internal" """CHAN_END" "1322126306.724464" "49524742" "from-internal" """BRIDGE_START" "1322126306.730180" "49524742" "macro-dial" "Dial""BRIDGE_UPDATE" "1322126306.746361" "" "macro-dial" "AppDial"

/var/log/asterisk/cel_custom/Master.csv"HANGUP" "1322126306.752231" "609" "macro-dial-one" "AppDial""CHAN_END" "1322126306.752260" "609" "macro-dial-one" "AppDial""APP_END" "1322126306.752321" "49524742" "macro-dial-one" "Dial""HANGUP" "1322126306.752498" "49524742" "from-internal" """CHAN_END" "1322126306.752534" "49524742" "from-internal" """BLINDTRANSFER" "1322126324.863833" "" "macro-dial" "AppDial""BRIDGE_END" "1322126324.934059" "49524742" "from-internal-xfer" "Dial""HANGUP" "1322126324.934099" "" "from-internal-xfer" "AppDial""CHAN_END" "1322126324.937976" "" "from-internal-xfer" "AppDial""APP_END" "1322126324.938097" "49524742" "from-internal-xfer" "Dial""APP_START" "1322126324.943018" "49524742" "macro-dial-one" "Dial""CHAN_START" "1322126324.943507" "" "from-internal" """HANGUP" "1322126339.351786" "605" "from-internal" "AppDial""CHAN_END" "1322126339.352030" "605" "from-internal" "AppDial""APP_END" "1322126339.352151" "49524742" "macro-dial-one" "Dial""HANGUP" "1322126339.353329" "49524742" "from-internal-xfer" """CHAN_END" "1322126339.354762" "49524742" "from-internal-xfer" """LINKEDID_END" "1322126339.354858" "49524742" "from-internal-xfer" ""

events=all

¡UN SOLO LLAMADO!






Channel Event Logging - CEL¡¿Y el screenshot de la

aplicación ?!

Estoy trabajando en eso. Por lo pronto es una

idea.




Interfaz de gestión por socket tcp/5038

Permite controlar asterisk desde una aplicación externa.

Recepción de eventos

Envío de comandos

Orientado a desarrolladores y para ser accedida por aplicaciones.

Asterisk Manager Interface - AMI






Es un protocolo simple de texto plano

Desde Asterisk 1.6.2 soporta cifrado TLS

Este tipo de interfaz no es privativa de Asterisk. Freeswitch dispone de una interfaz similar llamada Event Socket.









[general]enabled = yes

[admin]secret = claveSuperSecretadeny=0.0.0.0/0.0.0.0permit=127.0.0.1/255.255.255.0read = allwrite = alleventfilter=!Event: RTCPSenteventfilter=!Event: RTCPReceived

/etc/asterisk/manager.conf







Event: HangupPrivilege: call,allChannel: DAHDI/i2/555502341-2864Uniqueid: 1313184096.179300CallerIDNum: 555502341CallerIDName: <unknown>ConnectedLineNum: 555502341ConnectedLineName: <unknown>Cause: 16Cause-txt: Normal Clearing

Eventos (recepción)







Action: MailboxStatusMailbox: 602@default

Action: DBGetFamily: CFKey: 606ActionID: getvar!custom!CF/606

Comandos (envío)







¿Que tipo de aplicación podemos desarrollar usando AMI?







Asterisk Manager Interface - FOP2 - www.fop2.com




http://www.fop2.com

http://www.fop2.com

Desafío: FOP2 + VozAdobe Flash soporta transmisión de datos continua via xmlsockets

Adobe Flash soporta transporte de audio y video en tiempo real usando RTMP (Real Time Messaging Protocol)

FOP2 utiliza xmlsockets de Flash para mostrar y controlar estado en tiempo real

Entonces, ¿por qué no integrar audio en FOP2 usando RTMP?






Arquitectura FOP2 - RTMP RTMP

*ServidorAsterisk Proxy RTMP

SIP

Cliente/NavegadorSoftphone Web

Mediador / Proxy

Libfreeswitch

Sesion RTMP = Registro SIP

Transcodificación Speex Wideband - Codec Asterisk.

Softphone WEB

Javascript

Adobe Flash

UDP 5060 TCP 1935

Asterisk puro y duro

Dispositivos SIP






Reconversión de la interfaz de usuario, hay que superar la consola e incorporar la funcionalidad de teléfono.

Agregado de Dialpad y DTMF

Agregado de Acciones: Answer, Hold, Reject

Reubicación de botones de control de llamados dentro del llamado activo.



FOP2 - De consola a teléfono




FOP2: de consola a teléfono

Módulo de softphoneSelección de entrada de audio

Dialpad / DTMF






Reubicación de botones

de control



FOP2: de consola a teléfono




¿ Preguntas ?

Nicolás Gudiñ[email protected]










Technology

Tecnicas monitoreo reportes con Asterisk