Contact Expert v7.6
Alarm Management
Contact Expert provides a flexible mechanism to generate notifications for events where certain key performance indicators venture outside of predefined parameters. These events are called Alarms.
Active Alarms
This page shows the currently active alarms generated by the system.
The Summary section displays the number of alarms according to their priorities. You can check the details in the table view below, where more is shown including time stamps and the alarm message itself.
Use the Show button in the Hints column to display the related alarm topic.
Note
Active alarms are loaded into the CE portal from a cache, in order to limit database resource usage. This cache is refreshed periodically.
During a product update, all alarms older than 3 months and all cleared alarms are deleted.
Alarm Settings
An Alarm Setting is a tenant resource that defines one or more email address(es) where selected alarms are sent.
Navigate to the Maintenance → Alarms → Alarm Settings menu.
Use the +New alarm setting button to specify a new alarm setting for a tenant that as yet have no such item.
Specify the email address of the recipient(s) of the particular tenant. Use comma as a separator when providing more than one email address.
Click Alarm Topics tab header to select which tenant level topics should these recipients receive notifications about. See explanations for these below.
Click the Submit button to save the modifications to the database.
Note
Alarm Settings will only operate if the particular tenant is configured for working with emails. This means at least one Email Connection and an Email Gateway resource is set up by deployment-level administrators and work OK.
Deployment administrators will also have the option to create deployment-level alarm settings. These cover a different set of alarms not relevant for tenant administrators. See the Alarm Mailbox chapter below for those topics.
Alarm Topics
Alarms are generated from various faults that could happen during system operation. Some could be triggered by planned human interventions, such as manual HA failover. Others could be fired up due to unexpected issues for example with the telephony system, network, hardware or configuration problems such as the Emergency feature is activated, or a queue is approaching its preset size limit, etc.
Contact Expert can be configured to send email notifications of selected alarms. Would the root cause of an alarm be longer lasting, the system can also be instructed to wait for a set amount of time between these email notices to avoid flooding admin mailboxes. Email settings like SMTP server, login details, etc. are taken from the Email Connection specified for the particular resource. Administrators need to add the recipient email addresses only.
Each alarm topic has a checkbox which enables the email notification. Tick the checkbox for each topic you wish to be notified about.
| ConferenceSchedulingFailed | Failed to schedule conference. |
| ConferencingPerformance Issue | Setting up conference took too long. |
| ConsultantDialoutFailed | Dialing out consultant from conference is failed. |
| ConsultantTransferFailed | Transferring consultant to conference is failed. |
| CustomerTransferFailed | Transferring customer to the allocated operator is failed. |
| Emergency | Emergency status is activated. |
| EndpointRegistrationFailed | Failed to register campaign endpoint. |
| EndpointStatusPublishingFailed | Failed to publishing endpoint presence. |
| ExternalRoutingDelayIssue | External routing requests take too long. |
| LongQueue | The size of an inbound queue approaches its maximum size. |
| NoStorage | Some recording rule is inactivated due to insufficient drive space. |
| NoTelephony | Connection to PBX is lost due to some networking or PBX level issue. |
| OperatorDialFailed | Dialing the allocated operator is failed. |
| RecordingFailed | Failed to record a multimedia session. |
| SystemShutdown | The system is shut down. |
| SystemStartup | The system is started up. |
Some of the alarms also have a customer changeable trigger threshold value, controlling when the alarm should be raised.
To configure the alarm thresholds:
Navigate to the Maintenance → Alarms → Alarm Settings menu.
Click MORE ACTIONS below the table, then the Configure alarm topics link. The list of alarm topics with configurable thresholds show up.
Edit the thresholds, then click Submit.
Alarm Mailbox
The Alarm Mailbox resource is used to receive infrastructure related or deployment level alarm notifications. These cover alarm topics a tenant admin might not be in a position to handle. This resource is different from the Mailbox resources in that it is linked with the corresponding Email Gateway directly, bypassing the Email Endpoints. This makes it possible to send infrastructure related notifications independently of any tenants.
Therefore, the recipient specified in the Alarm Mailbox receive infrastructure related or deployment level alarm notifications, while recipients of the tenant level Alarm Settings resources will receive tenant related alarm topics from their own tenants only. And these are entirely separate from the email traffic managed via the Mailbox resources, handling contact center related emails.
To create or modify the Alarm Mailbox:
Navigate to Maintenance → Alarms → Alarm Mailbox.
Specify the SMTP and other email details for the deployment level alarm recipient on the editor form, see below table for details.
Click Submit.
The following email parameters have to be specified:
| Mail Server FQDN | Enter the FQDN address of the email server SMTP interface. |
| Mail Server Port | Enter the email server SMTP port. |
| Username | Enter the username for the account used for sending out alarm notifications. |
| Password | Enter the password associated with the username. |
| Sender | Enter an email address which will be included into outbound emails as the "Sender" MIME property. |
| Security | Specifies whether communication over the given gateway requires encryption and/or authentication. |
Note
There is only a single instance of the Alarm Mailbox resource in the system, and it delivers deployment level alarm notifications to a single email account.
The following deployment level alarms topics are raised by the system:
| ACDPluginCrashed | The external call distribution plugin crashed. |
| CertificateExpires | Host certificate expires soon or already expired. |
| ComponentCrashed | A component is crashed. |
| ConferencingPerformance Issue | Setting up conference took too long. |
| DatabasePerformance Issue | Database operation took too long. |
| EndpointRegistration Failed | Failed to register campaign endpoint. |
| LicenseExpires | A volume, feature or prepaid license is being expired. |
| MemoryOverLoaded | Physical memory utilization on the host exceeds a predefined threshold. |
| NoDatabase | Connection to database is lost due to some networking or RDBMS level issue. |
| NoDiskSpace | Available disk space on the host is below a predefined threshold. |
| NoStorage | Some recording rule is inactivated due to insufficient drive space. |
| NoTelephony | Connection to PBX is lost due to some networking or PBX level issue. |
| RecordingFailed | Failed to record a multimedia session. |
| ReportingEventStoredLate | There is a large delay between reporting event occurs and corresponding data written to database. |
| ServerActivated | The application server is activated as the consequence of a failover or fail-back procedure. |
| ServerPassivated | The application server is passivated as the consequence of a failover or fail-back procedure. |
| SystemShutdown | The system is shut down. |
| SystemStartup | The system is started up. |
| TooMuchCPU | CPU usage caused by a component exceeds a predefined threshold. |
| TooMuchMemory | Memory allocated by a component exceeds the predefined threshold. |