Manage alerts for Advanced Diagnostics and Troubleshooting in Control Hub

To set up alerts for Troubleshooting, you must be a full administrator and have a Webex site that's on version 40.4.0 or higher. Read-only administrators and support administrators can only view rules created by other administrators.

Alerts are available for Webex Meetings, Webex Calling, and Cisco devices.

For Webex Meetings, you can create rules to get alerts for:

Live meeting monitoring—Use this alert to find out when participants are experiencing media quality issues during meetings that are in progress. You can create up to 10 of these alerts.
Device live meeting monitoring—Use this alert to find out when devices are experiencing media quality issues during meetings that are in progress. You can create up to 25 of these alerts.
Historical meeting quality trend—Use this alert to find out when a percentage of participants in specific Webex sites and locations reach the media quality thresholds that are set automatically based on the past performance of meetings within the last seven days. You can create up to 10 of these alerts.
Historical meeting quality monitoring—Similar to the history meeting quality trend alert, you can use this alert to set your own thresholds on when to receive an alert when a percentage of participants in specific Webex sites and locations reach any of the media quality thresholds. You can create up to 10 of these alerts.

Meeting alerts only trigger for participants who attend meetings through Webex Meetings and Webex App. The minimum app versions that participants must use for alerts to trigger are:

Webex Meetings desktop app version 39.6.5 or higher
Webex Meetings mobile app for Android and iOS version 39.11 or higher
Webex App desktop version 3.0.12427.0 or higher
Webex App mobile Android version 4.1.6 or higher
Webex App mobile iOS version 4.3 or higher

Alerts don't trigger for audio-only meetings, Webex Events, and Webex Training sessions.

Add a live meeting monitoring alert

You can enable up to 10 live meeting monitoring alerts per organization. Each alert can monitor up to either 30 user email addresses or 30 devices.

If the Monitor all participants check box is checked, then the alert only triggers for meetings with fewer than 50 participants.

1	Sign in to Control Hub and go to Alerts center > Manage.
2	Click Create rule.
3	Select Live meeting monitoring next to Type, and enter the name for the alert next to Title.
4	Toggle the Status switch to on to receive notifications for the alert.
5	Select User email(s) or Device name(s) and enter up to 30 user email addresses or devices.
6	Check the Monitor all participants check box to receive alerts for all of the participants that are in the same meetings as the users or devices in the list.
7	In the Rules section, set the following thresholds: Latency—Enter between 400ms to 2000ms. Jitter—Enter between 400ms to 2000ms. Packet Loss—Enter between 5% to 100%. CPU—Enter between 90% to 100%.
8	Set the Accumulated and Consecutive duration for the alert to trigger.
9	In the Delivery channel section, check the Email check box and enter the email addresses of who will receive the alerts.
10	Check the Webex space check box and enter the name of the space if you want to receive messages in that space whenever a threshold is reached.
11	Click Save.

Add a device live meeting monitoring alert

You can enable up to 25 device live meeting monitoring alerts per organization.

1	Sign in to Control Hub and go to Alerts center > Manage.
2	Click Create rule.
3	Select Device live meeting monitoring next to Type, and enter the name for the alert next to Title.
4	Toggle the Enabled switch to on to receive notifications for the alert.
5	Choose to monitor: All devices—Monitor all active devices in your organization. Device name(s)—Monitor up to 30 devices. Select device(s) by tag(s)—Monitor up to 30 device tags. The alert monitors any devices set with those tags.
6	In the Rules section, set the following audio and video thresholds: Packet Loss—Enter between 5% to 50%. Latency—Enter between 400ms to 2000ms. Jitter—Enter between 400ms to 2000ms.
7	Set the Accumulated and Consecutive duration for the alert to trigger.
8	In the Delivery channel section, you can: Check the Email check box and enter the email addresses of who receives the alerts. Check the Webex space check box and enter the name of the space if you want to receive messages in that space whenever a threshold is reached.
9	Click Save.

Add a historical meeting quality trend alert

You can add up to 10 historical meeting quality trend alerts per organization.

The maximum report size for the file when you download alerts is 100MB.

1	From the customer view in https://admin.webex.com, go to Alerts center, and then select Manage.
2	Click Create rule.
3	Select Historical meeting quality trend next to Type, and enter the name for the alert next to Title.
4	Toggle the Status switch to on to receive notifications for the alert.
5	Select which Webex site and participant locations to receive alerts for.
6	In the Delivery channel section, check the Email check box and enter the email addresses of who will receive the alerts.
7	Check the Webex space check box and enter the name of the space if you want to receive messages in that space whenever a threshold is reached.
8	Click Save.

Add a historical meeting quality monitoring alert

You can enable up to 10 historical meeting quality monitoring alerts per organization.

The maximum report size for the file when you download alerts is 100MB.

1	From the customer view in https://admin.webex.com, go to Alerts center, and then select Manage.
2	Click Create rule.
3	Select Historical meeting quality monitoring next to Type, and enter the name for the alert next to Title.
4	Toggle the Status switch to on to receive notifications for the alert.
5	Select which Webex site and participant locations to receive alerts for.
6	In the Rules section, set the following thresholds: Latency—Enter between 400ms to 2000ms. Jitter—Enter between 400ms to 2000ms. Packet Loss—Enter between 5% to 100%. CPU—Enter between 90% to 100%.
7	In the Trigger section, select a duration to monitor and enter the percentage of participants that must reach one of the thresholds to trigger the alert.
8	In the Delivery channel section, check the Email check box and enter the email addresses of who will receive the alerts.
9	Check the Webex space check box and enter the name of the space if you want to receive messages in that space whenever a threshold is reached.
10	Click Save.

For devices, you can create rules to get alerts for:

Offline and online events—An event is registered after a device has been offline for 10 minutes or has come back online 10 minutes ago. You can create up to 100 of these alerts.
Issues that are detected or resolved events—You can select if you want to receive all alerts or mute the ones that you don't wish to receive. You can create up to 100 of these alerts.
Software version expiry—An alert is sent out 14 days and 3 days before the software version expires for the device. You can create up to 10 of these alerts

See this article for more details on how to set up alerts for devices in your organization.

For Webex Calling, you can create rules to get alerts for:

Calling Insights—Calling insights provide you with high-level data on the quality and engagement of Webex Calling calls from users on a regular frequency, such as the percentage of poor-quality calls and a breakdown of connections used. You can create up to 10 of these alerts.
Call Quality Drop—Use this alert to find out when the call quality at specific locations or of a user's media session drop to poor quality. You can create up to 10 of these alerts.
Alerts for UCM Cloud—An alert is set out when there's a maintenance scheduled or an outage for Cisco Emergency Responder, Expressway, IM and Presence, Unified Communications Manager, and Unity Connection. You can create up to 10 of these alerts.

Add a Call Quality Drop alert

Call quality is calculated as:

Good—Both video and audio stream had jitter below 150ms, latency below 400ms, and packet loss below 5%.
Poor—Both video and audio stream had jitter above 150ms, latency above 400ms, and packet loss above 5%.

Alerts are sent out when a call ends. When you receive the alert, you can click Troubleshoot Call to take you straight to the call in Troubleshooting if the alert is monitoring specific users. If the alert is monitoring locations, you can click View Analytics to take you to the Media Quality tab in Calling Analytics.

You can create up to 10 Call Quality Drop alerts per organization.

From the customer view in https://admin.webex.com, go to Alerts center, and then select Rules.

Click New rule.

Select Calling next to Service by clicking on the drop-down menu.

Select Call Quality Drop next to Type.

Enter the name for the alert next to Title.

Toggle the Status switch to on to receive notifications for the alert.

Select User email(s) or Location name(s) and enter up to 30 user email addresses or locations to monitor.

In the Delivery channel section, choose how to receive the alerts:

Email—Enter the email addresses of who'll receive the alerts.
Webex App space—Enter the name of the space to receive the alert as messages in a space. The bot only messages recipients that are added in the email delivery channel.

Your organization must have Messaging enabled for Webex App to use a space as a delivery channel.
Webhook—Check this check box if you want to use the alert with third-party applications.

Click Save.

You can view the details of an alert for 30 days from when the alert was triggered before it’s deleted.

From the customer view in https://admin.webex.com, go to Alerts center, and then select Alerts.

Select one of the following:

My alerts—View alerts that triggered and has your email in the delivery channel.
All alerts—View alerts that triggered from rules created by other administrators in your organization.