Creating or Editing a Monitoring Schedule

Step 1

Open the Call Monitoring module and click the Schedule button on the menu bar.

Step 2

To create a new schedule:

From the list view, click New Schedule.

- OR -
From the calendar view, point to the schedule's beginning date and click the Create link that appears in the upper-left corner of the date box.

Step 3

To copy or edit an existing schedule from the list view, click the button to the left of a listed schedule and select Copy or Edit.

Step 4

On the page that appears, specify the appropriate settings as described in the following table, and then click Save.

Setting

Description

Name

Enter a name for the schedule.

Start Date End Date

To select the start date (the date the schedule becomes effective) and end date (the date the schedule expires), click the appropriate calendar icon in the Start Date or End Date field, and then select a date from the calendar that appears.

Start Time End Time

Enter in 24-hour format (0000–2400) the time of day you want the schedule to start and end.

Be sure to adjust for the fact that the time you specify in the Call Monitoring Schedule uses the enterprise time. However, calls are monitored in local time.

Note

Pending monitor requests are checked every 'n' number of seconds as configured for your system. The default value is five minutes. When this checking function starts, each monitor request is checked and validated. If the request is past the scheduled deadline (that is, the End Time value), it’s removed from the pending monitor requests list. Because of this added functionality, the scheduled end time may actually occur a few minutes later than specified.

Day of Week

From the drop-down list, select All Days if you want the schedule to run every day or Weekdays if you want the schedule to run Monday through Friday only.

-OR-

Select each icon that represents a day during which you want the schedule to run.

Status

Select Active if you want the schedule to become effective at the specified start time on the specified start date. Otherwise, select Not Active.

Callback Number

Enter the phone number (where the audio must be sent) and click Register. Select U.S. Format if this number has the format: 1 + area code + number. Select Other for other countries.

Note	If number isn’t registered, these buttons are disabled: Monitor Next Call Continuous Monitor

Filter By

Select the queues, sites, teams, and agents you want monitored as part of this schedule.

Creating or Editing a Monitoring Schedule

Procedure