Upload
nicolas-gudino
View
8.142
Download
10
Tags:
Embed Size (px)
Citation preview
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
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
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
;console => notice,warning,error;console => notice,warning,error,debug;messages => notice,warning,errorfull => notice,warning,error,debug,verbose
/etc/asterisk/logger.conf
Tuesday, December 6, 2011
Archivos de registro - Logs
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
[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
Tuesday, December 6, 2011
Archivos de registro - Logs
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
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
Tuesday, December 6, 2011
Archivos de registro - Logs
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
#> 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
Tuesday, December 6, 2011
Registro histórico de llamados
Tarifación / facturación
Análisis de volumen de llamados
Estadísticas de uso
Auditoría
Call Detail Records - CDR
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Tuesday, December 6, 2011
Call Detail Records - CDR
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Diferentes back-ends csvmanagerradiussqliteodbc, etc
Back-end mysql disponible en addons
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
[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 - CDR
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
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
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Call Detail Records - CDR
"","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
Tuesday, December 6, 2011
Call Detail Records - CDR
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Información util pero a veces incompleta
Hay inconsistencias cuando se
transfieren llamadas
No es util para determinar el flujo de un
llamado
Tuesday, December 6, 2011
Call Detail Records - CDR
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Asternic CDR Reports
Tuesday, December 6, 2011
Call Detail Records - CDR
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Asternic CDR Reports
Módulo de FreePBX - GPL
http://www.asternic.biz/downloads/asternic-cdr-reports
Tuesday, December 6, 2011
Registro detallado de actividad de colas
Estadísticas de call center
Eficiencia de agentes
Nivel de servicio
Auditoría
Actividad de colas - queue_log
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
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
Actividad de colas - queue_log
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Asternic Call Center Stats Lite
Actividad de colas - queue_log
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
http://www.asternic.biz/downloads/lite
Asternic Call Center Stats Lite - GPL3
Actividad de colas - queue_log
Tuesday, December 6, 2011
Registro detallado de llamados
Híbrido entre queue_log y CDR
Channel Event Logging - CEL
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
CDR con esteroides
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
/etc/asterisk/cel.conf
Channel Event Logging - CEL
[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.
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
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!
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Channel Event Logging - CEL
[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
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Channel Event Logging - CEL
"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!
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Channel Event Logging - CEL¡¿Y el screenshot de la
aplicación ?!
Estoy trabajando en eso. Por lo pronto es una
idea.
Tuesday, December 6, 2011
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
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Tuesday, December 6, 2011
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.
Asterisk Manager Interface - AMI
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
[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
Asterisk Manager Interface - AMI
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Event: HangupPrivilege: call,allChannel: DAHDI/i2/555502341-2864Uniqueid: 1313184096.179300CallerIDNum: 555502341CallerIDName: <unknown>ConnectedLineNum: 555502341ConnectedLineName: <unknown>Cause: 16Cause-txt: Normal Clearing
Eventos (recepción)
Asterisk Manager Interface - AMI
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Action: MailboxStatusMailbox: 602@default
Action: DBGetFamily: CFKey: 606ActionID: getvar!custom!CF/606
Comandos (envío)
Asterisk Manager Interface - AMI
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
¿Que tipo de aplicación podemos desarrollar usando AMI?
Asterisk Manager Interface - AMI
Tuesday, December 6, 2011
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Asterisk Manager Interface - FOP2 - www.fop2.com
Tuesday, December 6, 2011
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?
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Tuesday, December 6, 2011
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
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Tuesday, December 6, 2011
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.
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
FOP2 - De consola a teléfono
Tuesday, December 6, 2011
FOP2: de consola a teléfono
Módulo de softphoneSelección de entrada de audio
Dialpad / DTMF
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Tuesday, December 6, 2011
Reubicación de botones
de control
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
FOP2: de consola a teléfono
Tuesday, December 6, 2011
¿ Preguntas ?
Nicolás Gudiñ[email protected]
Nicolás Gudiño - http://www.asternic.biz
Técnicas para monitoreo y reportes con Asterisk 4K Conference 2011
Tuesday, December 6, 2011