UC Monitor uses incidents to report degraded conditions in VoIP call performance.
Incidents are assigned sequential case numbers and reported on the Incident Report page. An incident is a record of information that UC Monitor creates when a threshold is crossed. Thresholds are boundaries of acceptable performance behavior, and exist by default for each monitored call performance metric. Administrators can change thresholds to make them more or less sensitive to performance changes.
UC Monitor creates incident reports, displays them on the Incidents Overview, and launches associated responses. An administrator can configure incident responses for each type of incident:
A set of consecutive incidents can represent one extended, degraded state. Depending on the type of metrics, excessive or degraded statistics triggers a call quality incident or a call setup incident. Only one incident is open at a time for a unique Location or voice gateway pair. When an incident is already open for a pair, the incident is updated with the time of the new observation.
Note: Collector incidents are applicable to collector performance and are reported separately. For more information about collector incidents and collector thresholds, see the use case titled "Managing Collectors in Avaya or Cisco Environments" in the UC Monitor bookshelf.
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