Sending Alarm Notifications Via E-Mail

You can now send e-mail notifications to supervisors when alarms (threshold violations) occur. These e-mails can be sent to different sets of individuals, depending on object, alarm level, and statistic involved. For example, you can simultaneously support the following notification rules:

Settings

The e-mail notification settings are defined in several different areas of the interface.

Scenarios

Scenario A

In this scenario, e-mail notifications are generated by Sales, an ACD Queue. Sales is associated with a Threshold Template that is configured in the following manner:

Sales is also associated with the SalesLeads E-Mail Notification List.

Alarm Progression

  1. The Wait Time statistic reaches the Over-Target Trigger Level of Major, and an alarm increase e-mail is sent to all of the addresses in the SalesLeads E-Mail Notification List.

  2. The alarm level of Wait Time rises to Critical, and an alarm increase e-mail is sent.

  3. The alarm level of Wait Time drops to Major, and an alarm decrease e-mail is sent.

  4. The alarm level of Wait Time rises to Critical, and an alarm increase e-mail is sent.

  5. The alarm level of Wait Time drops to Minor, and an alarm decrease e-mail is sent.

  6. The alarm level of Wait Time drops to Normal, and an alarm decrease e-mail is sent.

Note: In this scenario, the alarm level drops from Critical to Minor in one step. An alarm decrease e-mail is not sent for the level that was skipped (Major).

E-Mails (Subject and Body)

Scenario B

In this scenario, e-mail notifications are generated by Support, an ACD Queue. Support is associated with a Threshold Template that is configured in the following manner:

Support is also associated with the SupportLeads E-Mail Notification List.

Alarm Progression

  1. The statistic Calls in Queue reaches the Over-Target Alarm Level of Major, and an alarm increase e-mail is sent to all of the addresses in the SupportLeads E-Mail Notification List.

  2. The alarm level of Calls in Queue rises to Critical, and an alarm increase e-mail is sent.

  3. The alarm level of Calls in Queue drops to Major.

  4. The alarm level of Calls in Queue drops to Minor.

  5. The alarm level of Calls in Queue rises to Major, and an alarm increase e-mail is sent.

  6. The alarm level of Calls in Queue drops to Minor.

  7. The alarm level of Calls in Queue drops to Normal.

E-Mails (Subject and Body)