Defining global alarm levels for Outbound work

To set global alarm levels for outbound groups:

1. In the extra tab of the ribbon, select alarms.

2. Click the calls tab.

3. Set the alarm properties, as described below.

The available properties are as follows:

• Ringing time exceeds (in m:s): The alarm will be triggered when the time to establish an outgoing call exceeds the specified value.

• Parked time exceeds (in m:s): The alarm will be triggered when the time during which an outgoing call is parked exceeds the specified value.

• Talking time exceeds (in m:s): The alarm will be triggered when the duration of a call exceeds the specified value.

• Clerical time exceeds (in m:s): The alarm will be triggered when the Agent, having finished a call, is left idle without receiving the details for making a new call exceeds the specified value.

• Ready time exceeds (in m:s): The alarm will be triggered when the Agent has been in ready mode (i.e. waiting for a call), for the specified duration, but has received no call.

• Number entering time exceeds (in m:s): The alarm will be triggered when an inbound call has been in the system for the specified duration but no agent has received it.

• Agent pause time exceeds (in m:s): The alarm will be triggered when an agent is paused for longer than the specified duration. Note that this option replaced the option Administrator defined pauses in version 5.