E-mail Template Parameters for Alarms

ALARM ID

DESCRIPTION

PARAMETERS

AGENTHOLD001

Hold time is too long.

{AGENT} ➔ Agent’s name and surname
{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{AGENTUID} ➔ Agent's UID
{ALARMLENGTH} ➔ Max alarm duration (min)
{DATE} ➔ Date
{CALLERID} ➔ Caller's phone number
{DID} ➔ Called phone number
{UNIQUEID} ➔ Unique ID
{CALLERNAME} ➔ Caller name

ALARM0301

There is no agent left in the queue.

{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{AGENT} ➔ Agent's name and surname
{DATE} ➔ Date

ALARM0701

All the agents defined in the queue are logged out now. Queue is empty.

ALARM0302

A call is terminated by an agent in less than 5 seconds.

{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{CLID} ➔ Caller's phone number
{DURATION} ➔ Call’s termination duration
{AGENTNAME} ➔ Agent's name
{AGENTSURNAME} ➔ Agent's surname
{DATE} ➔ Date
{UNIQUEID} ➔ Unique ID
{DID} ➔ Called phone number
{CONTID} ➔ Contact ID

ALARM0303

A call is terminated by an agent in less than 10 seconds.

ALARM0305

A trunk is unreachable.

{PEER} – {NAME} ➔ Trunk ID and name

ALARM0307

A trunk is now reachable.

{PEER} – {NAME} ➔ Trunk ID and name

ALARM0308

There is an abandon call from the queue.

{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{CLID} ➔ Caller’s name and phone number
{DURATION} ➔ Call's abandon duration
{DATE} ➔ Date
{SRC} ➔ Caller's phone number
{DID} ➔ Called phone number
{UNIQUEID} ➔ Unique ID
{CONTID} ➔ Contact ID
{LASTNAME} ➔ Last name
{FIRSTNAME} ➔ First name

ALARM0309

All the agents defined in the queue are not ready now. Queue is empty.

{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{DATE} ➔ Date

ALARM0702

ALARM0310

Queue wait time is too long.

{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{ALARMLENGTH} ➔ Max alarm duration (min)
{Date} ➔ Date
{WAITDURATION} ➔ Duration waiting in the queue
{WAITCOUNT} ➔ Number of people waiting in the queue

ALARM0311

After login duration is too long.

{AGENT} ➔ Agent’s name and surname
{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{AGENTUID} ➔ Agent's UID
{ALARMLENGTH} ➔ Max alarm duration (min)
{DATE} ➔ Date
{REASON} ➔ Not ready reason

ALARM0312

After call work duration is too long.

ALARM0313

Break duration is too long.

ALARM0314

Lunch duration is too long.

ALARM0315

Meeting duration is too long.

ALARM0316

Technical issue duration is too long.

ALARM0317

Medical duration is too long.

ALARM0318

Back-office activity duration is too long.

ALARM0319

Coaching duration is too long.

ALARM0320

Other not ready duration is too long.

ALARM0321

Agent logout.

{AGENT} ➔ Agent’s name and surname
{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{AGENTUID} ➔ Agent's UID
{DATE} ➔ Date
{LOGINDURATION} ➔ Agent’s login duration

ALARM0322

Agent early logout.

{AGENT} ➔ Agent’s name and surname
{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{AGENTUID} ➔ Agent's UID
{ALARMLENGTH} ➔ Max alarm duration (min)
{DATE} ➔ Date

ALARM0406

An incoming queue call exceed maximum talk time.

{AGENT} ➔ Agent’s name and surname
{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{AGENTUID} ➔ Agent's UID
{ALARMLENGTH} ➔ Max alarm duration (min)
{DATE} ➔ Date
{UNIQUEID} ➔ Unique ID
{CALLERID} ➔ Caller’s phone number
{CALLERNAME} ➔ Caller’s name

ALARM0602

Call duration is too long.

ALARM0501

There is a missed call in the ring group.

For ring groups:
GROUP} ➔ Group number and name
{GROUP_NAME} ➔ Group name
{GROUP_MEMBER_NAME} ➔ Extension
{CALLER} ➔ Caller's phone number
{CALLERNAME} ➔ Caller’s name
{DATE} ➔ Date

For extension groups:
{EXTEN} ➔ Extension number
{CALLER} ➔ Caller's phone number
{DATE} ➔ Date
{EXTEN_GROUP_NAME} ➔ Extension group name

ALARM0502

Call forward occurred for busy state.

ALARM0503

Call forward occurred for no answer state.

ALARM0504

Call forward occurred for unconditional forward.

ALARM0505

Agent held customer call in first 20 seconds.

ALARM0506

Missed call occurred on a ring group member.

CALLQUALITY
ERROR

Voice quality issue is at critical level.

{CALLERID} ➔ Caller’s phone number
{DIALID} ➔ Called phone number
{CONTID} ➔ Contact ID
{AGENTUID} ➔ Agent ID
{SKILL} ➔ Skill ID
{SKILLNAME} ➔ Skill name
{CALLERNAME} ➔ Caller’s name

CALLQUALITY
LOW

Low level voice quality issues are occurring.

CALLQUALITY
WARNING

Voice quality issue is at warning level.