The alarms window displays the last N alarms that have been triggered by CCA. N (the number of alarms displayed) can be set in the filter view dialog.
The columns in the alarms window are as follows:
the alarm has not yet been acknowledged;
the alarm has been acknowledged.Time: The time and date at which each alarm was triggered.
Source: The source which triggered the alarm. This may be any of the following:
an inbound group
an outbound group
an agent
an inbound number
an email box
Value: Indicates the current value which was observed by CCA, and which triggered the alarm.
Threshold: The minimum or threshold value which has been defined for the alarm.
The context (right-click) menu contains the following commands:
Acknowledge: Acknowledge the selected alarm(s).
Delete: Delete the selected alarm(s).
The alarms window displays all alarms generated by the system. These can be standard alarm messages, which are listed below, or custom alarm messages based on pauses you have created.
The standard alarms are as follows:
| Alarm message | Alarm name | Defined in the properties of... |
|---|---|---|
|
Agent has been entering number for too long |
Number entering time exceeds |
|
|
Agent has been in clerical task for too long |
Clerical time exceeds |
|
|
Agent has been in clerical task for too long (global) |
Clerical time exceeds |
|
|
Agent has been in pause for too long |
Pause time exceeds |
|
|
Agent has been in pause for too long (global) |
Pause time exceeds |
|
|
Agent has been on hold for too long |
Parked time exceeds |
|
|
Agent has been on hold for too long (global) |
Parked time exceeds |
|
|
Agent has been ready for too long |
Ready time exceeds |
|
|
Agent has been talking for too long |
Talking time exceeds |
|
|
Agent has been talking for too long (global) |
Talking time exceeds |
|
|
Agent has been ringing for too long |
Ringing time exceeds |
|
|
Agent has been ringing for too long (global) |
Ringing time exceeds |
|
|
Call has been in queue for too long |
Queue time exceeds |
|
|
Call has been in queue for too long (global) |
Queue time exceeds |
|
|
E-mail has been processing for too long |
Processing time exceeds |
|
|
E-mail has been waiting for too long |
Waiting time exceeds |
|
|
E-mail overflow depth is reached |
Max overflows reached |
|
|
Inbound group does not have enough busy agents |
Busy agents below |
|
|
Inbound group does not have enough busy agents (global) |
Busy agents below |
|
|
Inbound group does not have enough free members |
Available agents below |
|
|
Inbound group does not have enough free members (global) |
Available agents below |
|
|
Inbound number clerical time has exceeded |
Clerical time exceeds |
|
|
Inbound number overflow depth is reached |
Maximum overflows reached |
|
|
Inbound number parked time has exceeded |
Parked time exceeds |
|
|
Inbound number queue time has exceeded |
Queue time exceeds |
|
|
Inbound number ringing time has exceeded |
Ringing time exceeds |
|
|
Inbound number talking time has exceeded |
Talking time exceeds |
|
|
Inbound queue occupation is too big |
Queue size exceeds |
|
|
Inbound queue occupation is too big (global) |
Queue size exceeds |
|
|
Mail not read from to with subject: (global). |
Unread E-mail time exceeds |
|
|
Outbound group does not have enough busy agents |
Busy agents below |
|
|
Outbound group does not have enough free members |
Available agents below |
|
|
Time before response has been too long |
Expected response time exceeds |
|
|
Time before response has been too long (global) |
Expected response time exceeds |