CCAdv and WA can send e-mail notifications to specified distribution lists. The notifications are about:
- Alerts caused by metrics' violations of thresholds. See Application Groups and Thresholds for a lot of detail on how CCAdv and WA use these lists to notify users about alerts.
- Alerts about offline peripherals.
- An external source system has not provided updated real-time data within a configurable interval. See System Configuration.
The following screenshot shows the Distribution Lists page.
Threshold Violations Alerts and Offline Peripheral Alerts
Assign contact centers and application groups to distribution lists in order for users to receive e-mail notifications about threshold violation alerts or peripheral offline alerts. The users will receive e-mail about alerts that are created for applications or contact groups related to the application groups or contact centers.
Access to contact centers and application groups must be configured by an administrator in Genesys Configuration Manager. In this page, data relating to or depending on objects to which you have no permission will not be displayed. See CCAdv/WA Access Privileges.
E-mail about threshold violation alerts, and alerts about offline peripherals, are not sent to users who have no permissions configured in Genesys Configuration Manager to the contact centers, application groups, and geographic regions related to the alert.
Distribution lists are associated with a specific type of alert. The types are:
- B1 and B2 for business alerts. (1 means critical severity, and 2 means severity.)
- T1 and T2 for technical alerts
The distribution list only sends e-mail about alerts whose type and severity matches the typs and severities for which the list is configured.
Each distribution list must always have at least one contact center and one application group associated with it. When assigning a network contact center, you may also add its related agent group contact centers.
Alert Email Notification About Source System Not Updating Data
Contact Center Advisor sends e-mail to a distribution list if an external source system has not provided updated real-time data within a configurable interval. See System Configuration. When sending this e-mail, Contact Center Advisor ignores the
Distribution Alert settings of the distribution list, even though at least one checkbox must be selected. Contact Center Advisor also ignores the application groups and contact centers assigned to such a list when sending e-mail about these failures.
Selecting Individual Distribution List Members
If you select individual distribution list members, you must assign any members added in the future manually.