Alerts
Open Alerts → New alert. Each rule watches for one thing, counts it over a window of minutes, and emails the recipients you choose when the count reaches the threshold. Rules are checked about once a minute. A rule can cover all sites or one site.
| Watch for | Counts | Starting values |
|---|---|---|
| Missed-call spike | Inbound calls not answered or sent to voicemail. | 10 calls within 30 minutes |
| International calls | Outbound calls to international numbers. | 20 calls within 60 minutes |
| International calls after hours (toll fraud) | Outbound international calls outside working hours. | 3 calls within 60 minutes |
| Premium-rate numbers | Outbound calls to premium-rate numbers. | 1 call within 60 minutes |
| PBX stopped sending records | Minutes since a direct-push connector last sent a record, counted only during the site's working hours. | 60 minutes of silence |
Start with after-hours international calls: it is the most common sign of toll fraud on a hacked PBX.
Cooldown
Don't repeat for sets a cooldown in minutes (4 hours by default). After a rule fires it stays quiet for that long, so a sustained spike produces one email, not dozens.
Testing a rule
Check now shows the current count and whether it is above the threshold. Recent alerts lists what fired. Alerts follow the same recipient rules as reports, and can also be sent to your own systems with webhooks.
Wallboard
Wallboard shows today so far, for all sites or one site, and refreshes every 10 seconds. TV mode fills the screen for an office display.
- Inbound, answered and answer rate; outbound and talk time.
- Service level: calls answered within each department's target time (set targets under Extensions & departments).
- To call back: missed calls not yet followed up, with average and longest wait. A missed number is cleared automatically once it is answered or called back.
- Today by hour, the latest calls, and each department's figures.
What “updates as calls end” means
Phone systems report a call when it ends, not while it rings or is in progress. So a call appears on the wallboard a few seconds after the caller hangs up, and calls in progress are not shown. A long call counts only once it has finished.