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 and Webex Calling.


 

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.

Live meeting monitoring

Use this alert to find out when participants are experiencing media quality issues during meetings that are in progress. Meetings are monitored in one minute intervals. You can set the alert to trigger when a participant reaches any of the media quality thresholds within an accumulated or consecutive duration.

Accumulated duration

An accumulated duration means that the alert triggers whenever a participant reaches the media quality thresholds in the total amount of time that you set. If you set an accumulated duration of three minutes, then the alert will get sent out on the third minute of when the participant reaches a media quality threshold.

For example, if a meeting lasted for 15 minutes, and Alice reached a media quality threshold during the 1, 5, and 7 minute intervals of the meeting, then the alert is triggered during the 7 minute interval since that's the third minute that Alice went over the threshold.

Consecutive duration

A consecutive duration means that the alert triggers whenever a participant reaches the media quality thresholds in the number of minutes that you set in a row. If you set a consecutive duration of three minutes, then the alert will get sent out on the third minute if the participant also reaches the media quality threshold during the previous two minutes.

For example, if a meeting lasted for 10 minutes, and Bob reached a media quality threshold during the 3, 4, and 5 minute intervals of the meeting, then the alert is triggered. If Bob reached a media quality threshold during the 3, 4, and 6 minute intervals, then an alert isn't sent out because it wasn't consecutive for 3 minutes.

If a participant reaches one of the thresholds during a meeting, then the recipients of the alert receive an email with a direct link to the meeting details in Troubleshooting so they can easily help out.


 

This alert sends out one email for each meeting that a participant reaches the threshold in.

If a participant paired with a room device to join the meeting, then the media quality of the room device is monitored instead of the Webex App.

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. The alert reviews all the meetings at the end of each day, and if the receiving jitter, packet loss, or latency for audio or video is worse than the previous dates, then a notification is sent out. These details can help you determine if there are network connection problems in your organization, or if the problem is limited to a specific Webex site or location. A report is also available to download that shows the meeting quality details for participants.

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. A report is also available to download that shows the media quality details for participants.

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

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

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

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.

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

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.

Call Quality Drop alert

Use this alert to find out when the call quality at specific locations or of a user's media session drop to poor quality. 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%.

 
This alert only applies to calls using Webex Calling and endpoints which support media quality.
Call drop quality e-mail alert

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 add up to 10 Call Quality Drop alerts per organization.

1

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

2

Click New rule.

3

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

4

Select Call Quality Drop next to Type.

5

Enter the name for the alert next to Title.

6

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

7

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

8

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.
9

Click Save.

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

1

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

2

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.