Realtime Alerts and Triggers

Part of the Realtime module allows for Realtime Alerts and Triggers. This provides an alert function anytime that a specified Realtime threshold has been hit.

The messages can be sent in three different ways:

• Desktop Screen-pop
• Email
• Text Message

To set up an alert is very similar to creating a widget for the Realtime Wallboards.

Under the Realtime Displays section of the Chronicall main page, select "Alerts and Triggers."

You will see three options:

• Standard Triggers
• Custom Daily Triggers
• Realtime Triggers

Select "Realtime Triggers," then click on ellipses (...) to the far right.

The Realtime Properties will appear.

1. Start by naming the trigger.
2. Select your metric by clicking on the ellipses tool next to "Metric - Click to Define."
3. Once you've selected your Realtime metric of interest, select "OK" and you can now set your Trigger Threshold.

The Trigger Threshold determines when an alert is sent to the specified agents. For example, if I want my Realtime agents to be notified when we have more than five calls in queue, then I would set the Trigger Threshold at >, or >= 5, as you can see below.

4. Once you've told the Realtime Trigger which metric to monitor, and when to send the message, you can now tell it how to send the message, and to whom that message should be sent.

Desktop Screen Pop

Desktop Agents: To have the alert sent as a Desktop Screenpop, you will need to select the Realtime agents that you would like to receive the message.

Select the ellipses (...) next to "Desktop Agents"
A list of agents to select from will pop up. Select the desired agents to receive the screenpop
Hit "OK"

Note: In order for the agent to receive the desktop alert, there are two things that need to happen

1. They must be assigned a Realtime license.
2. They must have access to the Chronicall Desktop (see Chronicall Desktop for Windows - Installation / Configuration.)

Once you've selected the agents, you will now create the Desktop Message.

Select the ellipses (...) next to "Desktop Message."
A window will appear that will now allow you to enter your message. This message can be whatever you would like and is completely customizable using fonts, text sizes, etc.

Note: If you want to change the size or font of your text, first type it out, then highlight the text. From there, you can change font and text size.

After you create your desktop message, you can also set a Desktop Alert Level. You will have three options:

Normal - This will appear as a solid gray box displaying your desktop message
Warning - This will appear as a solid red box displaying your desktop message
Emergency - This will appear as a flashing red/gray box displaying your desktop message

This means that you can create three separate alerts for the exact same metric. However, it can be set to send the alerts at three different thresholds with three separate alert levels.

Emails and Text Messages

In addition to sending a desktop screen pop to the specified agents, the alert can also be sent as an email and text message.

Emails

You can have a Realtime alert sent through email, and can be sent to multiple address.

In the Realtime Triggers window, type in the email address(es) of those that you would like to receive the email notification.

Note: Separate each email with a comma.

Enter the Email Subject
Add the Email Body (message) by selecting the ellipses (...)
Type in your message and hit "OK"

Text Messages

To send a text message alert, you will first need to know the "Text Message Gateway" for the cell phone service providers for your agents, or for anyone that you would like to receive a notification.

You can easily find that by using Google.

Example:

If my phone service provider was AT&T, I would search on Google for the Text Message Gateway for AT&T.

Once you have access to the Text Message Gateway, In the Realtime Triggers window, in the Email section, you can enter in Text Message Gateway(s) of those that you would like to receive the text notification.

Note: Separate each text message gateway with a comma.

The text message will essentially be the same as the email body.

Note: You do not have to have access to the Chronicall Desktop to receive email or text message notifications.

Once you have finished setting up your Realtime Trigger, hit "OK," then "Save."

Any agent that has been assigned a trigger will now see the alerts as the thresholds are hit.