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Table of Contents

Service-level alerts

When setting up a call queue, the FortiVoice system administrator can configure the FortiVoice unit to notify managers by email, phone call, or GUI pop-up window when an event occurs on the system.

The FortiVoice system administrator can configure one or more of the following events:

  • Queue overflow: The manager receives a notification when the system reaches the maximum queue capacity. The FortiVoice system administrator configures this setting and the related overflow call handling during the queue creation.
  • Agent available ratio below: This setting specifies a percentage for the agent available ratio. If the ratio falls below the specified percentage, the FortiVoice phone system sends an alert.
  • Caller waiting timeout: If a call is not answered within the maximum number of minutes specified in the maximum queuing time, the FortiVoice phone system sends an alert and handles the call according to the timeout call handling setting.
  • Caller waiting over: Specifies the maximum number of minutes that a caller can wait before the system sends an alert.
  • Number of waiting caller over: Specifies the maximum number of waiting callers that the system can have before the system sends an alert.

Service-level alerts

When setting up a call queue, the FortiVoice system administrator can configure the FortiVoice unit to notify managers by email, phone call, or GUI pop-up window when an event occurs on the system.

The FortiVoice system administrator can configure one or more of the following events:

  • Queue overflow: The manager receives a notification when the system reaches the maximum queue capacity. The FortiVoice system administrator configures this setting and the related overflow call handling during the queue creation.
  • Agent available ratio below: This setting specifies a percentage for the agent available ratio. If the ratio falls below the specified percentage, the FortiVoice phone system sends an alert.
  • Caller waiting timeout: If a call is not answered within the maximum number of minutes specified in the maximum queuing time, the FortiVoice phone system sends an alert and handles the call according to the timeout call handling setting.
  • Caller waiting over: Specifies the maximum number of minutes that a caller can wait before the system sends an alert.
  • Number of waiting caller over: Specifies the maximum number of waiting callers that the system can have before the system sends an alert.