Use this Knowledge Script to monitor an active switch processing element (SPE) for statistics related to call attendants. This script raises an event if a monitored value exceeds the threshold you set. In addition, this script generates data streams for the following statistics:
Answered calls
Calls abandoned before being answered
Calls abandoned while on hold
Calls placed on hold
Queued calls
Number of minutes attendants are active
Average call answer time
NOTE:If you discover a call manager with AVAYA-AURA-CM-MIB SNMP MIBs (Communication Manager version 6.3.141 or later), or if you bypass SNMP to discover a call manager, this script is not available.
AvayaCM Active SPE object
By default, this script runs every hour because the SNMP data it monitors is updated only once an hour. If you change the schedule to a shorter interval, you may receive SNMP request errors until the SNMP data is repopulated.
Set the following parameters as needed:
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Parameter |
How to Set It |
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General Settings |
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Job Failure Notification |
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Event severity when job fails |
Set the event severity level, from 1 to 40, to indicate the importance of the failure of the AttendantCalls job. The default is 5. |
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Monitor Answered Calls |
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Event Notification |
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Raise event if number of answered calls exceeds threshold? |
Select Yes to raise an event if the number of calls answered by attendants exceeds the threshold you set. The default is Yes. |
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Threshold - Maximum number of answered calls |
Specify the maximum number of calls that can be answered by attendants before an event is raised. The default is 100 calls. |
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Event severity when number of answered calls exceeds threshold |
Set the severity level, from 1 to 40, to indicate the importance of an event in which the number of answered calls exceeds the threshold. The default is 15. |
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Data Collection |
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Collect data for number of answered calls? |
Select Yes to collect data for charts and reports. If enabled, data collection returns the number of calls answered by attendants during the monitoring period. The default is Yes. |
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Monitor Calls Abandoned Before Answered |
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Event Notification |
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Raise event if number of calls abandoned before answered exceeds threshold? |
Select Yes to raise an event if the number of abandoned calls exceeds the threshold you set. The default is Yes. A call is considered abandoned when the caller hangs up before the call is answered. |
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Threshold - Maximum number of calls abandoned before answered |
Specify the maximum number of calls that can be abandoned before an event is raised. The default is 10 calls. |
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Event severity when number of calls abandoned before answered exceeds threshold |
Set the event severity level, from 1 to 40, to indicate the importance of an event in which the number of abandoned calls exceeds the threshold. The default is 10. |
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Data Collection |
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Collect data for number of calls abandoned before answered? |
Select Yes to collect data for charts and reports. If enabled, data collection returns the number of calls that were abandoned before being answered by an attendant. The default is unselected. |
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Monitor Calls Abandoned While on Hold |
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Event Notification |
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Raise event if number of calls abandoned while on hold exceeds threshold? |
Select Yes to raise an event if the number of calls that were abandoned while on hold exceeds the threshold you set. The default is Yes. |
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Threshold - Maximum number of calls abandoned while on hold |
Specify the maximum number of on-hold calls that can be abandoned before an event is raised. The default is 10 calls. |
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Event severity when number of calls abandoned while on hold exceeds threshold |
Set the event severity level, from 1 to 40, to indicate the importance of an event in which the number of calls that were abandoned while on hold exceeds the threshold. The default is 10. |
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Data Collection |
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Collect data for number of calls abandoned before answered? |
Select Yes to collect data for charts and reports. If enabled, data collection returns the number of calls that were abandoned before being answered by an attendant. The default is unselected. |
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Monitor Calls on Hold |
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Event Notification |
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Raise event if number of calls on hold exceeds threshold? |
Select Yes to raise an event if the number of calls that were placed on hold exceeds the threshold you set. The default is Yes. |
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Threshold - Maximum number of calls on hold |
Specify the maximum number of calls that can be placed on hold before an event is raised. The default is 100 calls. |
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Event severity when number of calls on hold exceeds threshold |
Set the event severity level, from 1 to 40, to indicate the importance of an event in which the number of calls that were placed on hold exceeds the threshold. The default is 15. |
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Data Collection |
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Collect data for number of calls on hold? |
Select Yes to collect data for charts and reports. If enabled, data collection returns the number of calls that were placed on hold during the monitoring period. The default is Yes. |
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Monitor Queued Calls |
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Event Notification |
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Raise event if number of queued calls exceeds threshold? |
Select Yes to raise an event if the number of calls in queue for an available attendant exceeds the threshold you set. The default is Yes. |
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Threshold - Maximum number of queued calls |
Specify the maximum number of calls that can be in queue before an event is raised. The default is 100 calls. |
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Event severity when number of queued calls exceeds threshold |
Set the event severity level, from 1 to 40, to indicate the importance of an event in which the number of calls in queue for an available attendant exceeds the threshold. The default is 15. |
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Data Collection |
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Collect data for number of queued calls? |
Select Yes to collect data for charts and reports. If enabled, data collection returns the number of calls in queue during the monitoring period. The default is Yes. |
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Monitor Time Attendants are Active |
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Event Notification |
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Raise event if time attendants are active exceeds threshold? |
Select Yes to raise an event if the number of minutes in which attendants are active (on a call) exceeds the threshold you set. The default is Yes. |
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Threshold - Maximum time attendants are active |
Specify the maximum number of minutes attendants can be active before an event is raised. The default is 15 minutes. |
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Event severity when time attendants are active exceeds threshold |
Set the event severity level, from 1 to 40, to indicate the importance of an event in which the number of minutes that attendants are active exceeds the threshold. The default is 15. |
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Data Collection |
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Collect data for time attendants are active? |
Select Yes to collect data for charts and reports. If enabled, data collection returns the number of minutes in which attendants were active during the monitoring period. The default is Yes. |
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Monitor Average Answer Time |
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Event Notification |
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Raise event if average answer time exceeds threshold? |
Select Yes to raise an event if the average number of minutes that attendants take to answer calls exceeds the threshold you set. The default is Yes. |
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Threshold - Maximum average answer time |
Specify the highest average number of minutes it can take attendants to answer calls before an event is raised. The default is 5 minutes. |
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Event severity when average answer time exceeds threshold |
Select the event severity level, from 1 to 40, to indicate the importance of an event in which the average number of minutes it takes for attendants to answer calls exceeds the threshold. The default is 15. |
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Data Collection |
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Collect data for average answer time? |
Select Yes to collect data for charts and reports. If enabled, data collection returns the average number of minutes that attendants took to answer calls during the monitoring period. The default is Yes. |