Nortel Call Center Set Up And Operation Manual page 141

>= Greater than or equals to. This type of comparison is used when you wish to
monitor a parameter against some upper limit. That is, you wish to be informed if
the parameter value ever meets the Threshold you supply. For example, if you wish
an alarm to be triggered if the number of Agents who have made themselves Not
Ready rises above 4, you would use AN >= 4.
To finalize the specifications for the Alarm, you must indicate which message you wish to have
sent when the alarm is triggered. The available messages are displayed in a drop down menu.
Note: There is also a type of Alarm that does not have an alarm message. This is known as a
Static Alarm. In the case of a Static Alarm the parameter value is displayed in flashing red on
the wallboard. For this type of Alarm to be effective the parameter must be one of the
parameters you have chosen to have displayed on your wallboard (see the section 'Parameters
Button' on Page 118). To specify a Static Alarm, select the No Message option from the
Message drop-down menu.
Alarm Periods
It is possible to specify different Alarm conditions for a single Alarm for up to 6 Alarm Periods
throughout a single day. The Alarm Periods are defined by specifying start times for each
period.
Alarm Periods allow you to specify different Thresholds, Comparisons and Messages for
different periods of the day, for a single Alarm. An Alarm period will be in operation once its
start time has passed and before the start time of the next period has been reached.
Note: If there is only one Alarm Period configured then it will be in operation 24 hours a day.
Our example User Mary Smith has configured the following Alarm with three time periods for
one of her Skillsets.
Issue 02 (15)
Using Reporting For Call Center 127
Reporting for Call Center Setup and Operations Guide