Nortel Call Center Set Up And Operation Manual page 143

Using Reporting For Call Center 129
The first Alarm Period commences at 08:30 in the morning, The comparison is >= so the Alarm
will be triggered when the AN parameter meets or exceeds the threshold. The threshold is 5.
This means that whenever the AN parameter reaches 5 or above the selected message is sent to
the wallboards which have been assigned to this Skillset.
Alarm Period Two
The second Alarm Period commences at 17:30 in the evening. The comparison is >= so the
Alarm will be triggered when the AN parameter meets or exceeds the threshold. The threshold is
3. This means that whenever the AN parameter reaches 3 or above the selected message is sent
to the wallboards which have been assigned to this Skillset. Because there are fewer Agents in
the Afternoon Shift the threshold has been lowered to 3.
Alarm Period Three
The third Alarm Period commences at 22:30. Note that this Alarm Period will operate until the
next Alarm Period starts, which in this example will be Alarm Period One, at 08:30 the following
morning. As there is only a skeleton staff on in Mary Smith's Skillset during the Night Shift, the
Threshold has been lowered to 2.
In all cases the same Alarm Message is used. Because the (AN) symbol will be replaced by the
appropriate value of the AN parameter when the message is displayed (which is when the Alarm
is triggered) a single message can be flexible enough to be used in differing situations.
However, if Mary Smith had wanted to she could have used a different message for each Alarm
Period, or she could have configured any of the Alarm Periods to use a Static Alarm.
If you click on Submit you will save your settings and will be returned to the Assigned Alarms
page, shown below. Clicking the Cancel button will return you to the Assigned Alarms page
without saving any of your changes.
Issue 02 (15) Reporting for Call Center Setup and Operations Guide