Configuring Thresholds and Incidents › What are Incidents and Incident Responses? › Disable Incident Reporting

Disable Incident Reporting

The degraded and excessive thresholds raise an incident when they are crossed. However, incidents are never double-reported. If an excessive threshold is crossed, one incident is reported in the incidents report even though the degraded threshold was also crossed.

You can still decide that you do not want to see incidents or data about a particular performance metric. You can disable thresholds and incidents for metrics on a per-Location or per-media device basis. For example, you have a voice gateway that does not perform echo cancellation. You can disable incident reporting from that gateway for the ACOM metric.

Disabling a threshold disables incidents for the applicable metric, but it does not remove the metric from reports. Set the degraded and excessive thresholds to None when you do not want to see the metric in reports. A metric with both performance thresholds disabled is identified as “unrated” in reports.

You can disable the degraded and excessive performance thresholds for a metric. A Location that does not have that threshold assignment still shows ratings for the metric in reports and still creates incidents when the threshold is violated.

Disabling a threshold for a particular metric can require some extra configuration of your incident responses. For example, you disable a degraded threshold. Therefore, verify that the excessive threshold launches the incident responses you assign.

Note: Disabling thresholds (incidents) is not recommended. When you disable thresholds, you also disable data rating. Therefore, in some reports, data that is associated with the disabled thresholds is rated as “normal,” even when it is not normal. A better option is to disable monitoring of an entire Location, or of an individual media device.

Follow these steps:

1. Click Administration, Policies, Call Performance in the navigation bar.
2. Select Call Setup Thresholds or Call Quality Thresholds.

   The Threshold List opens.

3. Select the threshold that you want to edit.
4. Click Edit.

   The Threshold Properties page opens.

5. Find the metric for which you want to disable incident reporting.
6. Select None in one or both of the Degraded or Excessive threshold fields.
7. Click Save.

   The threshold for that metric is disabled. Your changes are applied to the Location, media device, or pair to which the threshold is assigned.