Alarms are messages that appear when certain conditions occur. Alarms, when triggered, are displayed in the alarms window.
You can define alarms in two places:
In the alarms dialog, a number of global alarm parameters can be set; these are valid for all inbound groups and for all calls. For more information, see defining global alarm levels.
In the properties of agents, groups, inbound numbers and email boxes, a number of more specific alarm parameters are set for that individual agent, group, inbound number or email box. For more information, see defining alarms for individual agents, groups, inbound numbers and email boxes.
When one of the above defined parameters is exceeded, an alarm is generated. For example, the following alarm might be set up for an agent:
Ringing time exceeds = 30 seconds.
In this situation, if the agent's phone rings, and is unanswered, for more than 30 seconds, an alarm will be generated and shown in the alarms window.