Alert

This Telephony tool notifies a station queue of an interaction that needs to be picked up. Alert rings any station the interaction's recipient is logged into. If the interaction's recipient is a workgroup or user queue, any recipient monitoring that queue from a CIC client is alerted to the interaction.

Note: The Alert tool generally supports all CIC interaction types - calls, chats, email, generic objects, SMS, etc. -  but not all of the Input parameters apply to each type of interaction, except calls.  All of the parameters can apply to calls.

All non-call interactions can be affected by the Timeout, ACD Call?, and ACD User ID parameters.  In addition, email and generic object interactions can use the Auto-answer parameter.

Alert times out if the interaction is not answered within a specific time period. This tool also accepts a caller's escape key inputs, and stores any escape keys entered for further IVR processing. For example, if a caller presses the "0" key while the Alert tool is alerting, the Alert tool takes the Escape exit path.

Alert changes the state of an interaction to Alerting. Only interactions in a state of Offering, On Hold, or Voice Mail can be acted upon by the Alert tool.

This tool also cancels any pending operations when transferring an ACD call to a user's queue.

Note on whisper: When a call alerts on a user's queue, you can choose to play a tone, a .WAV file, or both to inform the agent about the incoming call. This is useful if you are using auto-answer but want to warn the agent that another call is about to connect to their queue. The agent must be configured for auto-answer in the user properties in Interaction Administrator.

Inputs

Call Identifier

The unique identifier for an interaction that will alert.

Station Queue Identifier

The identifier for the station that receives the alerting call or communication.

Escape Keys

The valid keys a caller can press for this tool to take the Escape exit path.

Audio File Name

The name of the audio file (.WAV) played for the caller while the call is alerting. This might be music or a message describing the valid escape keys. If you specify a path, make sure it is a fully qualified path indicating server or drive letter. If you do not type a path, this tool uses the path stored in the Resource Path server parameter. MP3 files are not supported.

Timeout (seconds)

The amount of time this step alerts the station before taking the Timeout exit path.

ACD Call?

Set this value to true if this is an ACD interaction. Set this value to false if this is not an ACD interaction.

ACD User ID

The user ID of the agent to receive this interaction if this call is an ACD interaction.

Auto-answer if station is off-hook?

Set this value to true to have the call, generic object, or e-mail interaction placed on the queue in a state of "Connected" if the station is off-hook. This is useful for agents who are taking calls on a stand-alone phone station.

If the interaction type is e-mail and this value is "true," then the e-mail is immediately connected without the agent using the Pickup command.

Calling Number to be displayed

This string value can be displayed on an ADSI phone or an analog phone with a display.

Calling Name to be displayed

This string value can be displayed on an ADSI phone or an analog phone with a display.

Ring Cadence

Determines the ringing cadence used to alert the called party. The following table describes the values you can specify and the rings they produce:

Value	Ring produced: Ring On, (Ring Off)
1 (default)	2 seconds on, (4 seconds off)
2	1 seconds on, (5 seconds off)
3	.5 seconds on, (5.5 seconds off)
4	.5 seconds on, (.25 seconds off), .5 seconds on, (4.75 seconds off)
5	.5 seconds on, (.25 seconds off), .5 seconds on, (.25 seconds off), .5 seconds on, (4 seconds off)
6	.25 seconds on, (.25 seconds off), .25 seconds on, (.25 seconds off), .25 seconds on, (.25 seconds off), .25 seconds on, (4.25 seconds off)
7	1.25 seconds on, (.25 seconds off), .5 seconds on, (4 seconds off)
8	.5 seconds on, (.25 seconds off), 1.25 seconds on, (4 seconds off)

Note: When ringing a station with a phone type configured as Caller ID or ADSI (i.e., a phone that can display caller ID), TS will always use the default ring cadence (2 seconds on, 4 seconds off), regardless of which cadence is specified.

Whisper Tone Frequency

The tone frequency to be played to the agent receiving the whisper. Setting whisper tone frequency to 0 turns off whisper.

Whisper Tone Amplitude

The volume of the tone. Specify a higher number here to make the tone louder.

Whisper Tone Duration

The number of seconds the tone plays. Setting whisper tone duration to 0 turns off whisper.

Whisper File Name

The name of a .wav file to play. If you specify a path, make sure it is a fully qualified path indicating server or drive letter. If you do not type a path, this tool uses the path stored in the Resource Path server parameter. The .WAV file is played entirely after the tone. If tone or frequency are set to 0, the .WAV file will still play. .MP3 files are not supported.

Frequency 1 in Hertz

The frequency of the tone you want to generate. Set to 0 to disable call waiting.

Frequency 1 Amplitude in dB:

The amplitude of the frequency you want to generate. By default this is set to -10.

Frequency 2 in Hertz:

The frequency of the second tone you want to generate. By default this is set to 440 Hz.

Frequency 2 Amplitude in dB:

The amplitude of the frequency you want to generate. By default this is set to -10.

Call Waiting Tone Duration

The number of seconds the tone plays. To convert milliseconds to seconds, divide your millisecond value by 1000. For example, if you want the tome to play for 500 milliseconds, you would type .5 in this parameter.

Silence Duration After Call Waiting Tone

The number of seconds of silence before the call waiting tone repeats.

Call Waiting Tone Repeat Count

The number of times the call waiting tone plays before the call is transferred to voice mail.

Agent Greeting .WAV File

The name of a .wav file to play for the agent greeting. If you specify a path, make sure it is a fully qualified path indicating server or drive letter. If you do not type a path, this tool uses the path stored in the Resource Path server parameter. The .WAV file is played entirely after the tone. If tone or frequency are set to 0, the .WAV file will still play. .MP3 files are not supported.

Alert Primaries?

Primaries, in this case, refers to primary station appearances, such as SIP phones that support shared line appearances.  The primary phone is the one a call is targeted at (e.g., 7113) and the secondary or shared line appearances are the buttons or lights on other phones that might monitor the same line. You do not need to set this parameter as the Telephony Services system sets it automatically based on the user status.  If the target user's status is "In a meeting", Alert Primaries? is set to False, as it should not ring the target user's station, but it may ring any secondary line appearances for that station.  

Monitoring Stations

List of stations that are monitoring the specified queue.

Monitoring Users

List of users who are monitoring the specified queue.

SIP Ring Type

One of the following:

• Internal
• External
• DID

Outputs

Keys

The escape digit(s) pressed by the caller if the caller tries to cancel or speak with an operator while the call is alerting.

Exit Paths

Answered

The call was answered by the intended recipient. A handler can no longer act on the call object while the call’s recipient controls the call object. (Call recording will continue even if the handler no longer has control of the call.)

Escape

The caller pressed an escape key.

Timeout

The call was not picked up.

Failure

This tool can take the Failure exit path for several reasons. Failure can occur if the call disconnects, if the call is picked up by a user (and is no longer under the control of the handler), the call ID is no longer valid (if the call is deallocated), or system resource limitation.