Setting up Zoom Phone alerts and notifications

As an admin, you can set up alerts and be notified when your IP phones go online or offline, or your BOYC route group status has changed. The Alerts & Notifications menu allows you to quickly have access to this information in one place. If you are using Power Pack, you can additionally set up alerts for your call queues and generate reports to review their severity.

For the call queue real-time analytics you can monitor specific KPIs directly from the dashboard.

Alerts and notifications can also be configured for Zoom Meetings and Webinars.

Requirements for using alerts and notifications

• Pro, Business, Education, or Enterprise account
• Account owners and admins with privileges
• Power Pack add-on for Zoom Phone call queue alerts and notifications

How to add alerts and notifications

1. Sign in to the Zoom web portal as the owner or admin.
2. In the navigation menu, click Account Management, then Alerts & Notifications.
3. Click the Zoom Phone tab.
4. Click the Alerts tab.
5. Click Add.
6. In the Add an Alert page, complete the following sections:
   • Rule
   • Notification
   • Active Status
7. Click Save.

Rule

Complete the following information for the Rule section:

• Name: Enter a name for your alert.
• Module: Select one of the following modules.
  Note: You must choose a module to select a rule.
  
  • Call Queue Management: Select this module to determine alerts for your call queues.
  • Route Group Management: Select this module to know when the route group status changes for your BYOC.
  • Phones & Devices Management: Select this module to know when your device goes online/offline.
  • Call Quality Management: Select this module to define your call voice quality score.
  • Emergency Services Management: Select this module to know when an emergency number is called.
    Note: Previously this alert was located under site settings.
• Rule: The selection of your rule is determined by the module you chose.
  • If Call Queue Management was selected, select one of the following:
    • Service Level: The percentage of calls answered within the threshold time (default time is 30 seconds).
    • Inbound Abandoned Calls: The number of inbound calls that were ended by the caller while waiting in the queue.
    • Inbound Overflowed Calls: The number of inbound calls that overflowed to another destination based on the call queue's settings.
    • Inbound Avg Call Waiting Time: The average of the number of inbound calls in the call queue.
    • Inbound Forwarded to Voicemail: The number of inbound calls that were forwarded to the call queue's voicemail.
    • Number of Waiting Calls: The number of waiting calls in the call queue.
    • Member Availability (Active)
    • Member Availability (Opt-out)
  • If Route Group Management was selected, select Route groups status change.
    • Severity: Select Warming, or Critical for the severity of your alert.
  • If Phones & Devices Management was selected, and you selected Devices go offline, or Device go online.
    • Alert: Select the time range of the device status.
  • If Phones & Devices Management was selected, and you selected Device offline rate.
    Note: You can only set the alert once to a site or account (if there are no multiple sites).
    
    • Warning: Enter a percentage for warning.
    • Critical: Enter a percentage for critical.
  • If Call Quality Management was selected, select QoS Alert.
    • Warning: Enter a score to define your MOS as a warning.
    • Critical: Enter a score to define your MOS as critical.
  • If Emergency Services Management was selected, select Emergency Call Alert, then select one of the following:
    • Warning
    • Critical
  • If Holiday Hours was selected, select Expiration Date, then select the Alert.
  • If SBC Management was selected, select Number of daily inbound call attempts, then select the SIP Cause Code. You can select multiple cause codes.
    • Warning: Enter a warning percentage.
    • Critical: Enter the critical percentage.
• Target: Select your target.
  • Account: Select this target to reach the entire account.
    Note: Available for both Route Group Management and Phones & Devices Management.
    • Select if you want Common for route groups for carrier platforms or Zoom Phone for route groups in Zoom Phone.
  • Specify Device (Up to 5): Select this target to reach selected devices.
    Note: Available only for Devices & Phones Management and Call Quality Management.
    • Search and enter the desk phone by user or extension, then click Save.
  • Site: Select this target if you have sites enabled, then click Save.
    Note: Available only for Phones & Devices Management for devices offline rate.
  • Holiday group(s): Select this target to receive notifications about holiday groups.
  • SBC:
    • Select if you want Common for route groups for carrier platforms or Zoom Phone for route groups in Zoom Phone.
    • Select the SBC device that you want to receive notifications.

Notification

Complete the following information for the Notification section:

• Frequency: Select the frequency for your alert.
  Notes:
  • Visible only for Call Quality Management.
  • You will not receive an alert if problems persist for a specified time.
• Time frame: Select a time range to receive notification or check 24 hours.
• Under Email Recipients (Up to 10), click Add, type the email addresses of the users that need to receive notifications, check the acknowledge box, and then click Save.
• (Optional) Under Chat Channels (Up to 3), click Add, follow the directions in the Zoom Chat Alert dialog box, and then click Save.
  Note: Follow these instructions to get your verification token and endpoint.

Active Status

Complete the following information for the Active Status section. By default, after creating an alert and notification, the status of the item is active and the toggle is blue.

• Click the toggle to enable or disable it.

How to edit an alert

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then Alerts & Notifications.
3. Click the Zoom Phone tab.
4. Click the Alerts tab.
5. Click the alert name, then click Edit for the following:
   • Rule
   • Target
   • Time frame
   • Click Add, to modify Email Recipients.

How to delete an alert

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then Alerts & Notifications.
3. Click the Zoom Phone tab.
4. Click the Alerts tab.
5. On the far right of the alert name, click the ellipsis , then click Delete.
   Alternatively, click on the alert name, scroll down to the bottom of the page, then click Delete.

How to review alert logs

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then Alerts & Notifications.
3. Click the Zoom Phone tab.
4. Click the Logs tab.
5. Click the From and To boxes, to adjust the date for your review.
6. In the search box, type the alert you are looking for.
7. In the Rule box, click the dropdown arrow to select a rule. You can select from the following:
   • Route groups status change
   • Devices go offline
   • Devices go online
   • QoS Alert
   • Offline Devices Rate
   • Emergency Call Alert
   • Member Availability (Active)
   • Member Availability (Opt-out)
   • Number of daily inbound call attempts
   • Devices are blocked
   • Devices have network changes
   • Expiration Date
   • Service Level
   • Inbound Abandoned Calls
   • Inbound Overflowed Calls
   • Inbound Avg Call Waiting Time
   • Inbound Forwarded to Voicemail
   • Number of Waiting Calls
8. In the Severity box, click the dropdown arrow to select a severity. You can select from the following:
   • Warning
   • Critical
9. To the far right of an alert item, click Details, to view the details of alerts to start troubleshooting the issue.
   Notes:
   • For alerts within Call Queue Management, you'll be directed to the Real-Time Analytics report.
   • For alerts within Phones & Devices Management, you'll be directed to the Phones & Devices dashboard.
   • For alerts within Call Quality Management, you'll be directed to the Quality of Service Overall dashboard.
   • For alerts within SBC Management, you'll be directed to the SBC dashboard.