4. Audible Alarms

Some organisations require an audible alarm that goes off when a queue breaches its SLA.

Noojee Inbound does not suport an audible alarm via the web interface but does provide a mechanism to use a handset as an audible alarm.

Noojee consider the use of a handset as a more reliable alarm as it doesn't required the Noojee Realtime report to be running. The key advantage is that the handset is always active and doesn't require a human to login to Noojee Admin interface and start the real time report. Handsets are also generally louder than the average PC speakers.

To set up an handset as an audiable alarm use the following process.

Install a standard handset in a central location. This handset should not be used for phone calls as it needs to be available to ring to sound the alarm.

Create an Account within Noojee Admin and add the above handset to the Account. 

Set the Account 'Login' field to 'Queue Alert Phone'.

Save the Account

Add the 'Agent' group to the ab

Navigate to the Queue page 'Provision | Queue'

Edit the desired queue

Click the 'Members' tab

Add a new threshold

Enter 'Alert' as the name (or someother meanful description).

Set the 'Type' to SLA

In the field next to the Type drop list enter the wait time in seconds before the Alert phone should ring.

Set the 'Select members by' to 'Static Agent'

Hit Save

Select the new 'Alert' threshold from the list of thresholds.

Click the 'Add' button under the empty list of 'Static Agents'.

Select the 'Queue Alert Phone' account from the list of accounts.

Save the queue details.

You should now have a phone that will act as an audible alert when your queues exceed the set SLA.

You can use the same phone for multiple queues. Just add the 'Queue Alert Phone' as a static agent to each queue using the method described above.