VENS - Virtual Email Notification Software

Avaya CMS System
VENS – Virtual Email Notification Software

VENS is an application that resides on CMS and scans predetermined reports for data that is in exception or has exceeded a predetermined threshold. VENS sends out a notification via email with an exception message. The email notification is set to send one time or each time the report is refreshed.

VENS Configuration File
Within the Configuration File certain fields are set once and not changed while others can be changed according to the needs of the contact center.

Static Fields

• Server and Port number
• Email Server (SMTP, POP3)
• Recipient

Administered Fields

• Report to be monitored
• Field Count (Data items to be monitored, Column 15, for example)
• Labels for the Data Items (Column 15 = Service Level, for example)
• Exception Formulas (C1< 73, “Service Level”; In this example if the service level is below 73 then VENS will send an email notification to a specific   email address)

Sample Email Notification

 From:  CMS@Uname.specorp.com
 To: Call.Center.Manager@specorp.com
 Subject: Exception Message
 
“Column 15, known as Service Level is less than 73%”

Where:
The Uname is the Uname of the CMS
The specorp.com is replaced with the customer domain name
The Call.Center.Manager is replaced with an actual recipient name
The message is an example.