System Administrator
ACD Groups Tab
Strata CTX ACD System Administrator 10/04 29
Action Create an action for the alarm by placing your cursor in the field and
typing over “None.” A few examples of what you could create are:
• Overhead page
• Alarm Active Agents - Send Message to LCD phone.
• Alarm Available Agents - Send Message to LCD phone.
• Alarm Abandoned Call - Send Message to LCD phone.
• Alarm Calls Waiting - Send Message to LCD phone.
• Alarm Longest Wait - Send Message to LCD phone.
• Alarm CW per Agent - Send Message to LCD phone.
• Select Tone – none - Send Message to LCD phone.
• Select Tone – Emergency Ring - Send Message to LCD phone.
• Select Tone – Splash - Send Message to LCD phone.
• Select Rate – Play Continuous - Send Message to LCD phone.
• Select Rate – Play once - Send Message to LCD phone.
Table 5 Available Alarms
Alarm LCD Display
Active Agents+Supers <= X (X = alarm threshold that you set) ALM Active Agts <%Y
Avail Agents + Supers <= X (X = alarm threshold that you set) ALM Avail Agts <%X
Call Abandoned ALM Abnd Call
Calls Waiting > X (where X = Calls) ALM %Q Calls Wait
Longest Call Waiting > X sec. (where X = seconds) ALM LCW = %O
Wait Calls/Avail Agts + Supver > X (where X = percent) ALM Calls/Agt High
Number of Ringing Calls > X (where X = calls) Call Ring in %G
Longest Ringing Call > X seconds Call Ring in %G
%Y, %X, %Q, %O, %G are parameters. See “Parameter Variables” on page 11 for definitions.
FIELD DESCRIPTION
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