Queue Alarm Management

The NethVoice CTI Queue Manager includes an alert system that monitors call queue activity and identifies critical situations, such as excessive numbers of waiting calls, long waiting times, or insufficient available operators.

Alerts are automatically triggered when specific thresholds are exceeded. These thresholds can be customized by the system administrator.

Alert Types

The system provides four types of alerts:

Alert	Description	Trigger condition
queueload	High queue load	The number of waiting calls exceeds MAX_CALLS and the average waiting time exceeds MAX_HOLDTIME.
queuemaxwait	Excessive caller waiting time	The number of waiting calls exceeds MAX_CALLS and the longest-waiting caller has been waiting for more than CALLERS_MAX_WAIT.
queuefewop	Insufficient available operators	The number of waiting calls exceeds the number of available operators multiplied by MAX_CALLS_PER_OP.
queueholdtime	High average waiting time	The average queue waiting time exceeds MAX_HOLDTIME.

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Alert conditions are evaluated periodically. For alerts with multiple conditions, all conditions must be met simultaneously.

The average waiting time is computed by Asterisk on answered calls only.

Users see only the alerts of the queues enabled in the Queue Manager permissions of their profile.

Alert Examples

• High queue load (queueload): A queue has 12 waiting calls, and the average waiting time is 150 seconds.
• Excessive caller waiting time (queuemaxwait): A queue has 11 waiting calls, and the longest-waiting caller has been waiting for 300 seconds.
• Insufficient available operators (queuefewop): There are 3 available operators and 7 waiting calls. The threshold is 3 × 2 = 6 calls.
• High average waiting time (queueholdtime): The average waiting time reaches 140 seconds, regardless of the number of waiting calls.

Alert Threshold Configuration

Alerts are enabled by default and use the following environment variables:

Environment variable	Default value	Description
NETHCTI_ALERTS	true	Enables or disables the alert system.
NETHCTI_ALERTS_MAX_CALLS	10	Maximum number of waiting calls used by the high queue load and excessive caller waiting time alerts.
NETHCTI_ALERTS_CALLERS_MAX_WAIT	250	Maximum waiting time for the longest-waiting caller, in seconds.
NETHCTI_ALERTS_CHECK_INTERVAL	30	Interval between alert condition checks, in seconds.
NETHCTI_ALERTS_MAX_CALLS_PER_OP	2	Maximum number of waiting calls per available operator.
NETHCTI_ALERTS_MAX_HOLDTIME	120	Average queue waiting time threshold, in seconds.

Changing Alert Thresholds

Alert thresholds can be customized by modifying the corresponding environment variables of the nethcti-server service.

For example, to configure:

• A maximum threshold of 15 waiting calls.
• An average waiting time threshold of 180 seconds.
• An alert check interval of 20 seconds.

runagent -m nethvoiceX vim environment

Set the following values:

NETHCTI_ALERTS_MAX_CALLS=15
NETHCTI_ALERTS_MAX_HOLDTIME=180
NETHCTI_ALERTS_CHECK_INTERVAL=20

After modifying the environment variables, restart the nethcti-server service for the changes to take effect.

runagent -m nethvoiceX systemctl --user restart nethcti-server

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Restarting the nethcti-server service disconnects CTI clients for a few seconds, then they reconnect automatically.

Disabling Alerts

To completely disable the alert system, set:

NETHCTI_ALERTS=false

To re-enable it:

NETHCTI_ALERTS=true

In both cases, restart the nethcti-server service to apply the changes.

Alert Check Interval

The system periodically evaluates alert conditions according to the interval defined by NETHCTI_ALERTS_CHECK_INTERVAL.

The default value is 30 seconds.

This means that exceeding a threshold does not necessarily trigger an alert immediately. The condition is detected during one of the subsequent checks.

A shorter interval allows critical conditions to be detected more quickly but increases the frequency of checks.