Alarms and Notifications
  • 23 May 2022
  • 6 Minutes to read
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Alarms and Notifications

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Tegsoft software enables users to set alarms which will be activated if there are unexpected or significant changes and situations in the contact center activity. Using the alarms, performance thresholds for contact center elements such as queues, agents, calls, system performance, and services can be specified. If any availability or performance issues arise, alarms will deliver a notification enabling system administrators to take necessary actions.

Here are some scenarios where notifications might be sent:

  • Abandon calls: when there are call waited in the queue but terminated without being answered
  • All agents are not ready: when there are online agents in the system, but their statuses are set not ready
  • Unnecessarily long call / break duration: when a call or break duration exceeds the pre-defined maximum duration
  • Low SL level: when SL level is too low
  • Voice quality issues: when voice quality level is at critical
    etc. 

Tegsoft supports delivering notifications to users through three channels.

E-mail: E-mail notification is a type of triggered e-mail that Tegsoft sends to users to inform them about contact center activities.

SMS: SMS notification is a short text message that Tegsoft sends to users to inform them about contact center activities.

Push: Push notification is a pop-up message sent by the web browser or Tegsoft Telescope app that appears on a user's device.

While defining alarms, one or more of these channels can be selected as needed.

In order to activate push notifications, there are additional steps in the web browser and application in addition to the configuration steps to be done in the Tegsoft software. For detailed information about push notifications, please review Push Notification on Mobile powered by Tegsoft Telescope article.

Configuring Alarm Notification Settings on Tegsoft

Tegsoft software allows users to customize the content and delivery for a wide range of alarm events. When a matching event occurs, users can be notified by the e-mail, SMS, and push notifications (Tegsoft Telescope and Web Browser).

In Tegsoft software, alarm notification settings are configured under two menus: Alarm Management and Webhook Management. These configurations are explained step by step below.

1. Alarm Management

On the Alarm Management menu, new alarms can be created in addition to the alarms provided with the software by default (The list of default alarms in the system is given at the end of the article.).

To configure alarm notifications, please follow the steps below.

1. Go to System Management ➔ Alarm Management.

2. Click the plus (+) to add a new alarm or select an existing default alarm from the list.


3. Fill the basic information.

Graphical user interface, application, Word  Description automatically generated

The parameters in this basic field are described in the table below.

ParameterDescription

Alarmid

Enter an alarm ID related to the alarm.

Description

Shows the description of the default alarms.

Alarm group

Select a group depending on the type of alarm.

Majority

Choose a majority level depending on the severity of the alarm.

Timetype

Select the time condition when the alarm will be active.

Notes

Enter the notes related to the alarm content.


4. 
In Warning Operations, click the plus (+) to add a new notification channel.

5. Set the parameters of warning operations.

Graphical user interface, text, application  Description automatically generated

The parameters in the warning operations field are described in the table below.

Action TypeAction TargetContent Template to SendService Provider

E-mail

Enter the e-mail address to which notifications will be delivered.

Select one of the previously created templates from the E-mail Templates menu.

If there is an e-mail provider pre-defined in the system, it can be left blank. Otherwise, select an e-mail provider from the list.

SMS

Enter the phone number to which notifications will be delivered.

Select one of the previously created templates from the E-mail Templates menu.

Select a SMS provider from the list.

Push

Enter the e-mail address used when registering to the telescope mobile application.

Select one of the previously created templates from the E-mail Templates menu.

It can be left blank.

After the warning operations are defined, there are no further steps for specific default system alerts such as disk, service, trunk alarms etc. These alarms are triggered automatically by the system when related conditions are fulfilled. For other alarms, please also complete the configurations given in the next step.

6. Activate alarms for specific situations that are desired to be triggered.

Configuration options for these situations are available in the following menus in Tegsoft Software.

  • Voice Skills (Queues)
  • Webchat Skills (Queues)
  • Ring Groups
  • Campaign Manager
  • Call Forwarding

The following screenshot shows an example of an alarm defined for the "Test Queue" queue number 2627. In this example, the alarm which is triggered in case there are no logged-in agents in the system has been selected.

Graphical user interface, text, application  Description automatically generated

After all the settings are configured, you are now ready to receive notifications through the channel you have selected.

2. Webhook Management

In the Webhook Management menu, alarm notifications can be triggered for various event types. For this, an alarm needs to be defined as in the previous step and this alarm ID will be used for the configuration.

In the configuration example given in this section, the alarm with WEBCHAT001 ID created in the Alarm Management menu given in the screenshot below will be used.

Graphical user interface, text, application, email  Description automatically generated

To configure alarm notifications, please follow the steps below.

1. Go to CC Management ➔ Webhook Management.

2. Click the plus (+) to add a new event to trigger an alarm.


3. Set the parameters.

Graphical user interface, application, Word  Description automatically generated

The parameters in this field are described in the table below.

ParameterDescription

Event name

Enter an event name related to the event.

Event type

Select an event type to be triggered from the list.

URL

Enter the alarm URL.
The URL format should be alarm://AlarmID.
For example, alarm://WEBCHAT001.

Notes

Enter notes related to the alarm content.


4. Assign the skill(s) to the alarm.

Graphical user interface, application  Description automatically generated

After all the settings are configured, you are now ready to receive notifications for the triggered event.


Sample Notification Screens for E-mail, SMS, and Push Notifications

E-mail Notification

A sample e-mail to be sent when e-mail alarm notifications are activated, is given in the screenshot below.

Graphical user interface, text, application, email  Description automatically generated

SMS Notification

A sample SMS to be received when SMS alarm notifications are activated, is given in the screenshot below.

Graphical user interface, text, application, chat or text message  Description automatically generated

Push Notification

A sample push notification to be received on a mobile device when push notification alarms are activated, is given in the screenshot below.

Graphical user interface, text, application, chat or text message  Description automatically generated





DEFAULT ALARM LIST 

ALARM IDDESCRIPTION

AGENTHOLD001

Hold time is too long

ALARM0001

ICR service is not running.

ALARM0002

Disk occupancy rate of over 80%.

ALARM0003

Disk occupancy rate of over 90%.

ALARM0004

Defined in the system does not respond to a server.

ALARM0101

Management service is not running.

ALARM0201

Database service is not running.

ALARM0301

There is no agent left in the queue.

ALARM0302

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

ALARM0303

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

ALARM0304

An extension is unreachable.

ALARM0305

A trunk is unreachable.

ALARM0306

An extension is now reachable.

ALARM0307

A trunk is now reachable

ALARM0308

There is an abandon call from the queue.

ALARM0309

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

ALARM0310

Queue wait time is too long

ALARM0311

After login duration is too long

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

ALARM0322

Agent early logout

ALARM0401

New requirement has been created

ALARM0402

New license has been created

ALARM0403

New customer has been created

ALARM0404

License details are updated

ALARM0405

A campaign call exceed maximum talk time

ALARM0406

An incoming queue call exceed maximum talk time

ALARM0501

There is a missed call in the ring group

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

ALARM0601

NotReady duration is too long

ALARM0602

Call duration is too long.

ALARM0603

After call work duration is too long

ALARM0604

SL is too low

ALARM0701

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

ALARM0702

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

ARC_ALARM_001

Archive destination folder can not be found.

ARC_ALARM_002

Archive destination is not writable.

ARC_ALARM_003

Archive destination folder can not be created.

ARC_ALARM_004

Archive destination folder is not writable.

ARC_ALARM_005

A merging error occured.

ARC_ALARM_006

MP3 file is not accessible

ARC_ALARM_007

Archive destination folder mount error.

CALLQUALITYERROR

Voice quality issue is at critical level

CALLQUALITYLOW

Low level voice quality issues are occurring

CALLQUALITYWARNING

Voice quality issue is at warning level

WHATSAPP001

Whatsapp request object is empty.

WHATSAPP002

Whatsapp request object format is incorrect.

WHATSAPP003

Whatsapp request object from field is blank.

WHATSAPP004

Whatsapp request message is empty.




Tegsoft makes no representations or warranties, either express or implied, by or with respect to anything in this document, and shall not be liable for any implied warranties of merchantability or fitness for a particular purpose or for any indirect, special or consequential damages.

Copyright © 2021, Tegsoft. All rights reserved.

"Tegsoft" and Tegsoft’s products are trademarks of Tegsoft. References to other companies and their products use trademarks owned by the respective companies and are for reference purpose only.


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