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 access this information in one place.

Notes:

• 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 an admin with the privilege to edit account settings.
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 Quality Management: Select this module to define your call voice quality score.
  • Call Queue Management: Select this module to determine alerts for your call queues.
  • Emergency Services Management: Select this module to know when an emergency number is called.
    Note: Previously, this alert was located under site settings.
  • Holiday Hours: Select this module to define your holiday hours.
  • Phones & Devices Management: Select this module to know when your device goes online/offline.
  • Route Group Management: Select this module to know when the route group status changes for your BYOC.
  • SBC Management: Select this module to determine alerts for SBCs.
  • Packages and add-ons management: Select this module to know when Zoom Phone license usage reaches specified thresholds.
• Rule: The selection of your rule is determined by the module you chose.
  • 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 Call Queue Management was selected, select one of the following:
    • Inbound Abandoned Calls: The number of inbound calls that were ended by the caller while waiting in the queue.
    • 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.
    • Inbound Overflowed Calls: The number of inbound calls that overflowed to another destination based on the call queue's settings.
    • Member Availability (Active)
    • Member Availability (Opt-out)
    • Number of Waiting Calls: The number of waiting calls in the call queue.
    • Service Level: The percentage of calls answered within the threshold time (default time is 30 seconds).
  • 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 Phones & Devices Management was selected, follow the options below:
    • If you select Devices are blocked, then you can select your target.
      Note: This rule will only be active if the "Allowed Device Locations" policy is enabled at the account and/or site level. You can only set an alert once per target.
    • If you select Devices go offline, or Device go online, select your alert:
      • Alert: Select the time range of the device status.
    • If you selected Devices have network changes, then you can select your target.
      Note: You can only set an alert once per target.
    • If you selected Offline Devices Rate, configure the following settings:
      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 Route Group Management was selected, select Route groups status change.
    • Severity: Select Warning or Critical for the severity of your 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.
  • If Packages and add-ons management was selected, select Low availability, then select the Rules. You can select multiple rules.
    1. Set the threshold on the number of packages and add-ons.
    2. Select the checkboxes of the packages and add-ons for which you want to be notified.
    3. Click Save.
• 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.
• Client notification recipients: Allow recipients to access member availability from their Zoom apps. Click Add yourself if you are not a recipient.
  Note: You can add up to 10 recipients.

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 as an admin with the privilege to edit account settings.
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
6. Click Add to modify Email Recipients.
7. (Optional) Under Active Status, click the toggle to enable or disable it.

How to delete an alert

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management, then Alerts & Notifications.
3. Click the Zoom Phone tab.
4. Click the Alerts tab.
5. To the right of the alert name, click the ellipsis , then click Delete.
   Alternatively, click 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 as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management, then Alerts & Notifications.
3. Click the Zoom Phone tab.
4. Click the Logs tab.
5. Use the following options to filter data:
   • From/To: Filter the call logs by date/length of time. Specify the time period for the report.
   • In the search box, type the alert you are looking for.
   • In the Rule box, click the dropdown arrow to select a rule.
   • In the Severity box, click the dropdown arrow to select a severity. You can select from the following:
     • Warning
     • Critical
6. To the right of an alert item, click Details to view the details of the 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 SBCs dashboard.