Alarms And Warnings - Avaya IP Office User Manual

2.5 Alarms and Warnings

For many statistics, alarm and warning thresholds can be set by supervisors. These thresholds are then applied to the
whole column. They are also applied to the views seen by agents.
If the value in any cell in the column goes past one of the thresholds, the background color of that cell is changed. The
following colors are used for the cells if the statistic has been enabled for alarms and or warnings.
Enabled / Cleared
(Green)
Alarms and warnings are automatically cleared when the cell returns back to the threshold level of the alarm or warning.
Supervisors and agents can also acknowledge an alarm or warning by clicking on the relevant cell in their view. That cell
is then indicated as acknowledged until the value returns back to the threshold value and the alarm or warning is
cleared.
Statistic Settings
All supervisors can customize the settings of each statistic column included in a view. The changes are applied to the
existing data since the last
Settings. Customize the statistics settings as required and then click Update.
For a summary of which statistics can be set to give alarms and or warnings refer to the list of
the individual statistic description.
Alarm Views and Lists
If an alarm list or ticker has been added to the view, it also shows the alarms and warnings.
· An alarm list shows the 100 most recent current alarms and warnings is a scrollable list of all the current
alarms and warning. Alarms are shown first in chronological order followed by warnings in chronological
order.
· Alarms in the Alarm List All Views can also trigger an audible alarm if the
is set as Audio Enabled. This will be played to all users looking at that supervisor's views.
· An alarm ticker shows the 5 most recent current alarm or warnings one at a time, showing each for a few
seconds before displaying the next.
· Alarms and warnings take the form: Time, Type (Alarm or Warning), Name (Queue name, agent name),
Current value, Statistic name. For agent and queue state alarms, the state is included in the name. For
Busy Not Available state alarms the reason code is included. For example:
· 12:45 Alarm Sales 15 Calls Waiting
· 16:31 Warning Sales 120 Average Answer Time
· 17:20 Alarm Extn2101 Agent State Q – Busy NA (paper work)
· The alarms and warnings are updated approximately every 8 seconds.
· Clicking on the underlined text in an alarm or warning will change the view to the one containing the
alarm or warning and will also select the appropriate queue in that view.
· Alarms and warnings are removed from the list in when the relevant statistic drops back to the threshold
level. The supervisor or agent viewer can also remove an alarm or warning by clicking on the appropriate
colored cell of statistic value. Acknowledging an alarm or warning only affects their view.
· Alarms for database capacity are not shown within the alarm lists and trackers. They are shown during
log in.
Reporting Alarms and Warnings
IP Office Customer Call Reporter can provide a historical report of the alarms and warnings that have occurred. This is
done by running a report based on the
CCR 1.0 User Guide
IP Office
Warning
(Yellow)
view statistics reset . Click on the statistic name at the top of the column and select
30
Alarm Report
Alarm
(Red)
template.
102
Supervisor: Statistic Colors
Acknowledged
(Blue)
Available Statistics
supervisor's account
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