##### Administration Tasks > Alarm notification Via E-Mail

# Sending Alarm Notifications Via E-Mail

You can now send e-mail notifications to supervisors when alarms (threshold violations) occur. These e-mails can be sent to different sets of individuals, depending on object, alarm level, and statistic involved. For example, you can simultaneously support the following notification rules:

- If the Sales ACD Queue reaches the Major alarm level (or higher) on the Wait Time statistic, begin sending alarm notification e-mails to Tom, Jane, and Stanley.

- If the Support ACD Queue reaches the Critical alarm level on the Calls in Queue statistic, begin sending alarm notification e-mails to Anne, Bill, and Kim.

## Settings

The e-mail notification settings are defined in several different areas of the interface.

- Use the Edit Thresholds window to define the following:

- Under-Target and Over-Target Trigger Levels—Levels that must be met or exceeded before Genesys Desktop begins to send alarm notification e-mails.

- E-Mail Types—Select Alarm increase and decrease until level is Normal to send e-mails indicating each alarm increase and decrease until the alarm level is Normal. Select Alarm increase only to send e-mails indicating only each alarm increase.
  For further information, see the Scenarios section below.

- Use the E-Mail Notification Lists window to create e-mail distribution lists.

- Each monitorable object includes an E-Mail Notification List box (which can be modified only by administrators). Use this box to define the list of supervisors who are notified via e-mail when qualifying alarms are generated by the object. For further information, see Assigning E-Mail Notification Lists to Objects.

- When the Supervisor Work Area contains a collection of monitorable objects, the list pane Actions button includes Selected > Assign E-Mail Notification List action. Use this action to assign an E-Mail Notification List to multiple objects. For further information, see Assigning E-Mail Notification Lists to Objects.

- Use the Server Settings window to specify the address, port, and authentication settings of the e-mail server that will distribute the alarm notifications.

## Scenarios

### Scenario A

In this scenario, e-mail notifications are generated by Sales, an ACD Queue. Sales is associated with a Threshold Template that is configured in the following manner:

- Over-Target Thresholds for the Wait Time statistic:

- Minor: 0 00:01:00 (1 minute)

- Major: 0 00:02:00 (2 minutes)

- Critical: 0 00:03:00 (3 minutes)

- E-Mail Notification settings for the Wait Time statistic:

- Over-Target Trigger Level: Major

- E-Mails: Alarm increase and decrease until level is Normal

Sales is also associated with the SalesLeads E-Mail Notification List.

#### Alarm Progression

1. The Wait Time statistic reaches the Over-Target Trigger Level of Major, and an alarm increase e-mail is sent to all of the addresses in the SalesLeads E-Mail Notification List.

2. The alarm level of Wait Time rises to Critical, and an alarm increase e-mail is sent.

3. The alarm level of Wait Time drops to Major, and an alarm decrease e-mail is sent.

4. The alarm level of Wait Time rises to Critical, and an alarm increase e-mail is sent.

5. The alarm level of Wait Time drops to Minor, and an alarm decrease e-mail is sent.

6. The alarm level of Wait Time drops to Normal, and an alarm decrease e-mail is sent.

Note: In this scenario, the alarm level drops from Critical to Minor in one step. An alarm decrease e-mail is not sent for the level that was skipped (Major).

#### E-Mails (Subject and Body)

- Alarm Increase (Major) - ACD Queue Sales - Wait Time = 0 00:02:04

- Alarm Increase (Critical) - ACD Queue Sales - Wait Time = 0 00:03:07

- Alarm Decrease (Major) - ACD Queue Sales - Wait Time = 0 00:02:22

- Alarm Increase (Critical) - ACD Queue Sales - Wait Time = 0 00:03:28

- Alarm Decrease (Minor) - ACD Queue Sales - Wait Time = 0 00:01:42

- Alarm Decrease (Normal) - ACD Queue Sales - Wait Time = 0 00:00:16

### Scenario B

In this scenario, e-mail notifications are generated by Support, an ACD Queue. Support is associated with a Threshold Template that is configured in the following manner:

- Over-Target Thresholds for the Calls in Queue statistic:

- Minor: 5

- Major: 10

- Critical: 15

- E-Mail Notification settings for the Calls in Queue statistic:

- Over-Target Trigger Level: Major

- E-Mails: Alarm increase only

Support is also associated with the SupportLeads E-Mail Notification List.

#### Alarm Progression

1. The statistic Calls in Queue reaches the Over-Target Alarm Level of Major, and an alarm increase e-mail is sent to all of the addresses in the SupportLeads E-Mail Notification List.

2. The alarm level of Calls in Queue rises to Critical, and an alarm increase e-mail is sent.

3. The alarm level of Calls in Queue drops to Major.

4. The alarm level of Calls in Queue drops to Minor.

5. The alarm level of Calls in Queue rises to Major, and an alarm increase e-mail is sent.

6. The alarm level of Calls in Queue drops to Minor.

7. The alarm level of Calls in Queue drops to Normal.

#### E-Mails (Subject and Body)

- Alarm Increase (Major) - ACD Queue Support - Calls in Queue = 12

- Alarm Increase (Critical) - ACD Queue Support - Calls in Queue = 19

- Alarm Increase (Major) - ACD Queue Support - Calls in Queue = 13