Adding, Editing, and Viewing Alerts

Adding, Editing, and Viewing Alerts

Document number: 11377

Alerts are based on statistical items or values on the CIC Server. Managers can configure alerts specific to their client workstation to alert them of the current status of their team's queue.

Note: Only managers can configure alerts. Alerts can be configured for queues, but are not available for workgroups or individual users.

For information on additing, editing, and viewing alerts, click on the appropriate link below:

Adding Alerts
Editing Alerts
Viewing Active Alerts

Adding Alerts

To add a new alert for a particular queue:

Select the Queues tab at the top of the Interactive Client main screen.
Right-click on a statistical item for that queue (Calls Waiting, for example).
Select Add Alert from the pop-up menu.
Configure your alert (see descriptions of each alert parameter below).
Click on the Apply button.

For a statistical item, the Add Alert window contains the parameters Range, Display, Sound, and Handler. Range, Display and Sound are explained below:

Range

Enter a label name and specify the lower and upper bounds for the alert range.

The lower bound is inclusive, meaning the value you specify is to be included in the alert range.
The upper bound is exclusive, meaning the value you specify is not to be included in the alert range.

Display

Select any desired text attributes and icon to apply to the visual alert (not required).

Sound

The Sound page applies audio effects to the alerts. There are three options for applying a sound file to a specified alert range; the path and the file name of the sound file are context-sensitive, so be sure to type the information correctly.

Play on Entering Range: Play the designated sound when the statistical item enters the specified alert range. "Entering" the range is independent of the direction the statistical item approaches the alert range.
Play on Exiting Range: Play the designated sound when the statistical item exits the specified alert range. "Exiting" the range is independent of the direction from which the statistical item leaves the alert range.
Play While in Range: Play the designated sound when the statistical item falls anywhere within the specified range.

Example

The following is an example of how to set up an Audio Alert that will alert a manager when the number of calls in a queue decrease to below 3:

Select a queue on the Queues tab.
Right-click on the field Calls Waiting, (for example) and select Add Alert.
Enter a label, if desired.
Set the Upper Bound to 3.
Click on the Sound tab.
Click Play while in Range and choose a .wav file.
When finished, click OK.

Place a call to the above queue. When the number of calls in the queue decreases to fewer than three, the .wav file plays.

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Editing Alerts

To edit an existing alert:

Right-click on a statistical item, workgroup queue, and member of a workgroup. Select Edit Alert from the pop-up menu.
Add, edit or remove alerts in this list.

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Viewing Active Alerts

To view an active alert, right-click on a statistical item, workgroup queue, and member of a workgroup. Select View Active Alert from the pop-up menu.

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