Alarms and Notifications

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.

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.

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

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

5. Set the parameters of warning operations.

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

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.

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.

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.

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

4. Assign the skill(s) to the alarm.

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.

SMS Notification

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

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.

DEFAULT ALARM LIST 

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.

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