Specifications

Task: administering your call center CentreVu CMS Administration
Adding, deleting, or changing VDN call profiles 7-19
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Adding, deleting, or changing VDN call profiles
Prerequisites
• You can set each of the first nine service level increments to a
different time length. Each increment represents a unit of wait
time.
• CentreVu CMS tracks and records call information for each VDN
the call reaches until the call is answered, connected to a non-
ACD destination, abandoned, or routed to another VDN or off the
switch.
• The service level increments you define for a VDN determine the
increments that appear for that VDN on both the real-time and
historical VDN call profile reports. Therefore, the acceptable
service level you define for a VDN affects the percentage of calls
answered within that service level that is shown in the VDN's call
profile report. See “Task: running, printing, exiting, and restarting
a report” for more information.
Steps
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1 From the controller window, select Commands | Call Center
Administration or select Call Center Administration on the toolbar.