You set alarms on Interactive Visual Queue monitors similar to the way you set alarms on Contact Center Client monitors. The main difference is that some of the variables you can monitor, Caller Number, Caller Name, DNIS Number, DNIS Name, Collected Digits, and Collected Information, use a string for their value as opposed to a threshold boundary. For example, you can set an alarm that is triggered when a specific name appears in the Caller Name column.

The value you type for Caller Number or Caller Name alarms is a wildcard, which means the alarm will trigger if that value appears in any form. For example, if you configure a Caller Name alarm for the value John, the alarm will trigger for the values John Smith, Johnathan, longjohn, and so on.


To configure alarms:

  1. Right-click an Interactive Visual Queue monitor and click Set alarms.  The Set Alarms window appears.
  2. Under Performance variables, select the variable you want to monitor.
  3. Under Alarm thresholds, click Add value and select a boundary (or value) for the variable you selected as well as the alarm type(s) that will indicate when the variable exceeds those boundaries.
  4. If you want to add further alarms for the variable, repeat step 3.
  5. Click OK to save the alarms.