Cisco Cisco E-Mail Manager Unity Integration Option User Guide

The service level threshold timer at the call type starts as soon as the call enters the call type that has a
service level defined. When the service level timer expires, the service level is applied to the current call
type associated with the call. If a call type is changed via the Requalify or Call type nodes, then the service
threshold timer is reset.

Only Call Types that are associated with scripts that use the Queue To and LAA Select nodes in them
should define service levels.

There are three service level events that can occur for the call type:

•

Call is answered by agent before service level threshold timer expires. In this case the
ServiceLevelCallsOffered and ServiceLevelCalls database fields are incremented.

•

Call abandons while in the VRU or at the agent’s phone before service level threshold timer expires.
In this case the ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented.

•

Service level threshold timer expires. In this case the ServiceLevelCallsOffered database field is
incremented.

The service level threshold timer at the VRU service starts as soon as the call arrives at the VRU service.

There are three service level events that can occur for the peripheral VRU service:

•

Call is routed to an agent before service level timer expires. In this case the ServiceLevelCallsOffered
and ServiceLevelCalls database fields are incremented.

•

Call abandons while in the VRU before service level timer expires. In this case the
ServiceLevelAband and ServiceLevelCallsOffered database fields are incremented.

•

Service level threshold timer expires. In this case the ServiceLevelCallsOffered database field is
incremented.

The VRU Service does not detect abandons that happen at the peripheral agent service, so these will not
be part of the service level for the VRU service. The VRU service does not detect when the call is
physically answered by the agent; it only knows when the call is routed to the agent.

When the VRU sends the call over to the agent’s phone, a pre-call event is sent to the agent’s PG which
includes the queue time of the call. The queue time is the time when the first Queue to Skill Group node
or LAA Select node was executed for the call. The agent’s PG includes the queue time within the service
level time.

The service level timer starts when the call is delivered to the agent’s phone.

There are three service level events that can occur for the peripheral agent service: