Stats alarms are alarms that can be added to a selected stats collection point in order to trigger an alert when calls whose properties match certain criteria have happened, such as calls above a particular duration, calls to specific phone numbers, or when user-defined cost thresholds are exceeded. The criteria that must be met to trigger an alarm is user-defined, and email alerts can be sent to one or more recipients. Call statistics alarms are simply a variation of the standard "alarm" directory object and provide an additional means of keeping a tab on call patterns.

Adding a stats alarm

To add a stats alarm, click on Live stats and select the Stats alarms tab. Click on the Add button, as shown below:

A new window will open, allowing you to configure the properties of your stats alarm. Each tab displayed in this window is described below:

General

The General tab allows you to choose a name for the alarm object and select the stats point you want the alarm to be monitoring.

To provide a name for the Stats alarm, enter a name in the Name field, as shown below:

To select the stats point you want the alarm to monitor, click on theFind button. A new window will open, allowing you to drill-down to the site or group level in the Directory, where the stats point object you want to use resides. To select the stats point, click on the  icon alongside it, as shown below:

Criteria

This section allows you to choose the criteria that calls must match in order to activate the alarm. The criteria available are described below:

Count

The alarm will be triggered when the count meets, exceeds, is less than or equal to a predetermined value (e.g. when busy channels equals 10 or busy channels > 10).

Count

greater than

10

Total duration

The alarm will be triggered when the duration meets, exceeds, is less than or equal to a pre-determined value (e.g. when call duration is greater than 3600 seconds (1 hour) )

Total duration

greater than

18000

Average duration

The alarm will be triggered when the average duration meets, exceeds, is less than or equal to a pre-determined value (e.g. when average call duration is less than 1 minute).

Average duration

less than

60

Minimum duration

The alarm will be triggered when the minimum duration meets, exceeds, is less than or equal to a pre-determined value (e.g. when minimum duration equals 20 seconds).

Minimum duration

equals

20

Maximum duration

The alarm will be triggered when the maximum duration meets, exceeds, is less than or equal to a pre-determined value (e.g. when maximum call duration is greater than 1 hour).

Maximum duration

greater than

3600

Total response

The alarm will be triggered when the total response time exceeds, equals, is less than or is or equal to a pre-determined value (e.g. total response time exceeds 30 seconds).

Total response

greater than

30

Average response

The alarm will be triggered when the average response time exceeds, equals, is less than or is equal to a pre-determined value (e.g. average response time exceeds 20 seconds).

Average response

greater than

20

Minimum response

The alarm will be triggered when the minimum response time exceeds, equals, is less than or is equal to a pre-determined value (e.g. minimum response time equals 2 seconds).

Minimum response

equals

2

Maximum response

The alarm will be triggered when the maximum response time exceeds, equals, is less than or is equal to a pre-determined value (e.g. maximum response time exceeds 20 seconds)

Maximum response

greater than

20

Total cost

The alarm will be triggered when the total cost exceeds, equals, is less than or is equal to a pre-determined value (e.g. total cost exceeds £100).

Total cost

greater

100

Average cost

The alarm will be triggered when the average cost exceeds, equals, is less than or is equal to a pre-determined value (e.g. average cost exceeds £2.00).

Average cost

greater than

2

Minimum cost

The alarm will be triggered when the minimum cost exceeds, equals, is less than or is equal to a pre-determined value (e.g. minimum cost equals £1.00).

Minimum cost

equals

1

Maximum cost

The alarm will be triggered when maximum cost exceeds, equals, is less than or is equal to a pre-determined value (e.g. maximum cost exceeds £10.00).

Maximum cost

greater than

10

Concurrency

The alarm will be triggered when the call concurrency exceeds, equals, is less than or is equal to a pre-determined value (e.g. total number of simultaneous calls exceeds 20).

Concurrency

greater than

20

When adding multiple selection criteria, you have the option of triggering an alarm when ALL or ANY of the criteria are met.

Notification

The Notification section allows you to set up for an e-mail to be sent when the criteria of the alarm are met. If you click on the Notification tab, the following window will appear:

Notification can be sent by e-mail to one or more people. Simply type in the e-mail address, as shown below. If there's more than one, separate each entry by a comma.

You can also add a customised e-mail messages by adding a subject and message as shown in the example below:

Once you've configured all the settings, press theAddbutton and the Stats alarm will appear as follows:

Configuring a stats alarm

To configure a Stats alarm, select the entity from the existing list and click on thePropertiesbutton on the top-right corner of the screen, as shown below:

Within the new window that opens, you can navigate through theGeneral,CriteriaandNotificationtabs to edit the properties of your stats alarm.

You can use the Adding a Stats alarm page as a reference to edit the properties of your Stats alarm.

Deleting a stats alarm

To delete a stats alarm, select the entity from the list and click on theProperties button on the top-right corner of the screen. Within the new window that opens, click on the Deletetab to remove the alarm.