To set global alarm levels for CATI:
In the extra tab of the ribbon, select alarms.
Click the CATI tab.
Set the alarm properties, as described below.
The available properties are as follows:
Voip Network Conditions: The alarm will be triggered when VOIP network conditions are inadequate.
Voip MicroPhone Overdriven: The alarm will be triggered when the system detects that the agetn's microphone used for VOIP is overdriven.
Cati PC High CPU Usage: The alarm will be triggered when the PC running the CATI client experiences high CPU usage (and therefore CATI performance might be affected).
Voip No Speakers: The alarm will be triggered when the agent's speakers are missing, or stop working.
Voip No Microphone: The alarm will be triggered when the agent's microphone is missing, or stops working.
Voip Sound Device Not Available Anymore: The alarm will be triggered when the agent's sound hardware has stopped working.
Enable Voice Quality Detection: The alarm will be triggered when the specified aspects of voice quality are not met. Set the
Packetloss (%): The amount of allowable packet loss, above which the alarm will be triggered. Packet loss occurs when the level of data traffic causes dropped data packets. This can result in problems such as dropped conversations, voice communication delays, or extraneous noise.
Latency (ms): The amount of latency allowed, in milliseconds, before the alarm is triggered. Latency refers to a delay in data packet delivery.
Jitter (ms): The amount of jitter allowed (in milliseconds), before the alarm is triggered. Jitter refers to a type of data packet delay where the quality of the voice conversation is affected. Generally, it is a signal distortion caused by poor synchronization.
Mos (0-50): The MOS (Mean Opinion Score), below which the alarm will be triggered. MOS is a measure of the quality of human speech.
RValue (0-99): The R-value score, below which the alarm will be triggered. R-value is a score that expresses the quality of the speech signal.