RingCentral Alerts User Guide
Alerts 2 Access & Recommended Users 3 Alert Management Page Alerts List Search filter and Create New button Create New Alert Page General information Alert Trigger Target Trigger Threshold and Condition Time Frame and Alert Frequency Advanced Options Endpoints Monitoring Hours Call Volume Call Results Streams For Monitoring Monitor Each Stream Separately Delivery Channel Email RingCentral App Editing Settings Saving Incomplete Alert Rules Alert Notifications Alert Log Search & Filter Events Trend Graph
● ● Quality of service monitoring Rooms and Device status monitoring (device status monitoring is only available to Ultimate Tier) by setting customized alerts on a variety of quality metrics, targets and monitoring frequency. Alerts monitors near real time data, sends immediate notifications whenever a problem occurs via email or RC App Message with a summary of the problem and a link to the report that narrows down the problem area for IT admins.
Once access is granted, admins can access Alerts by going to: ● https://analytics.ringcentral.
can be paused. Both pausing and reactivating are manual actions, and it is not possible to schedule such events. The blue toggle indicates that the alert is enabled, grey indicates paused. ● ● Edit/View - Alert creators can restrict access to an Alert as view only or editable at the time of alert creation. All alerts are editable by Alert owner.
Create New Alert Page The Create New Alert page is comprised of six distinct sections: ● ● ● ● ● General Information ○ Alert Severity Alert Trigger Advanced Options Delivery Channel Editing Settings General information Alert name is the field that clearly identifies the alert. The name can include all kinds of characters, including special characters, and can be up to 64 digits.
Alert severity is a subjective indicator of how important the alert is. The severity sign is shown in Glip alert messages, and as an email importance flag for high priority alerts. Alert Trigger Setting up the right rule is the most important part of an alert. The alert target, target value, trigger and threshold are closely interrelated. Depending on what is selected for monitoring, specified values and triggers are proposed.
● ● ● ● ● ● Locations - Select 1 or more IP addresses to be monitored from the pre-populated list of all IP addresses within your account. Every address will be monitored separately, the system does not aggregate the selected IP addresses into a single location.
● ● ● ● Entire Company ○ Calls ■ Percentage of Good calls (MOS >= 3.
● ● ■ Percentage of Poor Streams Device(s) ○ is Offline Room(s) ○ Room Status ○ Room Health Threshold and Condition Threshold is a concrete numeric value that defines when exactly the problem begins and it is time to send an alert message. ● ● Trigger with Percentage ○ Example, for the alert trigger and condition ‘% of good legs less than’ the threshold could be 92.5. The ‘%’ sign is not needed. The alert will be fired when the percentage of good calls is less than 92.5%.
■ ■ Room health is determined by device status within a RC room set up. Condition for room health could be ● Warning or Critical Condition: this means an alert will be sent when a room is in either warning or critical condition. ○ Warning: Calendar is not connected OR One or more preferred peripherals are offline ○ Critical: Host or/and controller are offline or logged out.
For example, the alert rule ‘Inform me if # of poor calls in Belmont more than 10 in 15 minutes’ triggers at 11 am. If the Alert Frequency is set at 2 hours, then in the next two hours the alert monitoring continues but notifications won’t be sent. The second notification will be sent earliest at 1 pm. The alert frequency allows for muting the alert for a certain period of time to avoid irrelevant notifications about a problem for which everyone was previously informed.
Monitoring Hours Users may want to monitor for issues only on specific days of the week and times of the day. For example, excluding weekends and non office hours. Also, users may want to define the hours in a specific timezone because users may be monitoring remote locations. This is facilitated by Monitoring Hours advanced options. Here, you can define the timezone these time ranges are applied to and select the time ranges and days when the alert should be on.
50% and an alert notification is fired unproductively. Set the minimum meaningful call volume so that the trigger captures actual problems. Call Results This option is relevant to those triggers that monitor call quality. Users can choose to include some or all call results. Users can choose to only monitor connected call quality. Streams For Monitoring This option is relevant to those triggers that monitor meeting stream quality. Users can choose to monitor one or more streams with this option.
Monitor Each Stream Separately This option is relevant to those triggers that monitor meeting stream quality. If users want to monitor each stream type separately with the same threshold, they can turn this option on. Delivery Channel Delivery Channel is the way how alerts messages can be delivered to alerts recipients. Analytics portal provides two channels: Email and Glip. Email Enter up to 15 distinct email addresses. \ 14
RingCentral App Alert creators can set up alerts to send notification to RC App groups by picking Glip as Delivery option. Users are able to see and select one or more RC App teams that they are part of to deliver the alert. Note: If the alert owner leaves a Glip group, alerts will stop being delivered. Editing Settings Since every created alert is visible to everyone, it’s important to have the ability to “lock” an alert from being edited by others.
Figure 16 Create Alert - Editing settings Unlocked alerts can be edited by anyone with access to the Alerts functionality. It is the privilege of the owner to change editing settings. These actions cannot be done by non-owners regardless of the editing settings. Saving Incomplete Alert Rules During Alert creation, before submitting the alerts if you move away from the page, you will be offered with an option to save the settings made thus far. You have an option to save or cancel.
Clicking on the link provided under the “Link to the Report” or “Go to Report” button, will take you to the QoS report “Calls” page filtered out to specific calls that resulted in Alerts to be triggered. Alert Log Alert Log page helps you keep track of all the alert notifications from the Alerts in your account over the last 6 months period.
Events Trend Graph Events trend graph displays the Alert triggers that resulted in notifications for the selected date range and/or Alerts in the search field. Each of the three lines displayed on the graph represents alerts belonging to a specific severity level. Example: Purple line represents all alerts of severity level low that resulted in notification. Orange line represents all alerts of severity level medium that resulted in notification.
The Alerts log can be filtered to find a specific Alerts of your choice or click on the “Go To Report” link to go to the QoS “Calls” page with call records specific to the alert trigger or access the Alert settings by clicking the “Alert Name” link to make any modifications. Alerts Log page provides a one stop space for you to conveniently monitor and manage all of your alerts. Download The Alert Log page also features a “Download” option at the top of the page.
The Column ”Link to the Report” includes a clickable link to the actual report associated with the alert trigger.
