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With thresholds users With thresholds, users have the ability to create customized alarms based on a wide selection of criteria, including : OS metrics, voice quality, trunk utilization, and license utilization.
Creating a Threshold
Thresholds can Thresholds can be created in Capacity Manager, under : Customer Menu -> Capacity Manager -Capacity Manager > Thresholds.
On the thresholds pagethe thresholds page, click 'Add Threshold'.
After a threshold is created, a new rule and workflow will also need to be configured. To do this:
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Configure an alarm rule that will be run when the threshold is triggered.
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Create a workflow to be run when the alarm rule matches the threshold that was triggered.
Select Threshold Type.
- Select Customer, Location and Equipment.
- On the Details pane:
- The Alarm name - this is the name of the alarm notification that will be raise and cannot be changed
- The Threshold name defaults to the same as the threshold type and can be customised.
- If creating multiple thresholds of the same type, the Threshold name must be unique.
- Description - this field is optional and appears on the Threshold list page
- Criteria - choose required criteria
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Available Thresholds
Announcement Board Seconds Remaining
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The current value is based on the 'List Integrated-ann-boards' command for Avaya Communication Manager command.
The name of the threshold alarm raised is 'Announcement Board Threshold'
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For the selected equipment, a threshold can be created to raise an alarm when for a selected license type, the number of utilized licenses reaches , or breaches a specified percentage.
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The 'Trunk Group Utilization' threshold is triggered when the number of utilized trunks for a selected trunk group reaches or breaches a specified percentage.
The 'Trunk group capacityGroup Capacity' threshold is based on the 'Total Usage' value in a trunk group summary last hour report command in Avaya Communication Manager, for a specific trunk group number. The report is run hourly.
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For RTCP Receiver <my RTCP Receiver> raise an alarm when <5%> of streams have MOS <= 3.6 on IPNR = <my IPNR>
The name of the threshold alarm raised is 'VQM MOS Threshold'
Genesys Long Conversation
Sometimes conversations get "stuck" in the system and do not end. (A conversation encompasses email, webchat callback and voice) Adding a threshold will trigger an alarm which will identify the conversation record. This will enable investigation and resolution of the problem.
The Genesys Long Conversation threshold is triggered before the conversation ends and is when a conversation length is greater than or equal to the value set (minutes) in the criteria.
If adding more than one with different time periods then ensure the Threshold name is unique. The alarm notification contains the Conversation ID and the Threshold name, so the Threshold name needs to be unique.
Genesys Short Conversation
Short conversations can be caused by voice quality issues like one-way speech, or other technical issues like the agent's desktop application becoming unresponsive.
The Genesys Short Conversation threshold is triggered when a conversation ends, and is equal to or less than the value set (seconds) in the criteria. The alarm notification contains the Conversation ID and the Threshold name
Genesys Cloud Edge Memory
The Edge Memory threshold will be triggered when the percentage of utilized Memory reaches, or breaches a specified value.
Genesys Cloud Edge CPU
The Edge CPU threshold will be triggered when the percentage of utilized CPU reaches, or breaches a specified value.
Genesys Cloud Edge Disk
The Edge Disk threshold will be triggered when the percentage of utilized disk space reaches, or breaches a specified value.
