Setting alarms

You can define alarms in Contact Center Client to alert you about specific events occurring on your telephone system that you deem inappropriate, as they occur. These activities include toll fraud and exceeding call cost thresholds you define. Using these alarms, you can monitor telephone system abuse and stop it as it occurs.

You can define alarms to alert you to significant changes in contact center activity. Using the alarms, you specify performance thresholds for contact center elements, such as queues and agents, and customize the visual, auditory, or email delivery of alarms. If any availability or performance issues arise, your alarms deliver a notification enabling you to instantly change agent and queue availability to adjust to unplanned call volumes.

Client alarms are specific to each computer. To notify you that performance toll fraud or call costing thresholds are not being metexceeded, you can configure alarms so that
  • Monitor cells and statistics change color.
  • A pop-up notification opens on your desktop.
  • A sound prompt, such as a beep or .wav file, plays.
  • You are notified by email.
  • Contact Center Client opens on top of all open applications.
To configureset alarms for real-time monitors
  1. Add performance thresholds.
  2. Specify threshold colors.
  3. Specify threshold notification.
  1. Determine whether you want to monitor all extensions, or some extensions.
  2. Add performance variables to monitor.
  3. Specify alarm threshold (where applicable).
  4. Specify method of alarm notification.
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