You can customize the sound the Agent Dashboard plays when a call in the queue meets the conditional formatting you configure.
To Add a Custom Alarm:
1.Use a third-party audio editor to create a .wav file that contains the alarm.
2.On the server computer, copy the .wav file(s) into the Ivanti, Inc.\IP Communications Management\Data\Alarms directory.
3.On the Management Portal Queue Monitor Settings page, click the Alarms tab. The Alarms page opens, displaying a table listing the current custom alarms.
4.To enable alarms, click the Yes radio button.
5.In the Sound Name field, you will see a list of .wav files you placed in the Ivanti, Inc.\IP Communications Management\Data\Alarms directory. Select a file name from the list.
6.In the Description field, enter a description of the sound (optional).
7.Click the Add, then Update and Commit Changes.
The alarms you add on the Alarms page appear as options in the Alarm Name drop-down list in the Conditional Formatting section of the Queue properties page for a queue.
The Agent Dashboard has a default alarm that plays if the alarm you specify in the Alarm Name drop-down list is missing (for example, it may have been deleted accidentally).