Navigate to Administration > Call Center Administration > VDN Call Profile Setup.
In the Current ACD list, select the active ACD for which you want to administer VDN call profiles.
CMS Supervisor displays the VDN call profiles administered for the selected ACD.
Click Add VDNs.
In the VDNs field, enter one or more VDN names.
To enter multiple values, separate each with a semicolon. The entries are displayed in the Search Results area.
Click each name or ID that you want to administer to move it into the Selected VDN(s) pane.
Click + to move the VDNs from the Search Results area to the Selected VDN(s) area.
In the Acceptable service level field, enter the speed of answer objective for the profile. Acceptable service level represents the maximum number of seconds it should take for a call to be answered. Valid values are 0 to 9999. This value should be no larger than the number of seconds in the intrahour interval that is set on CMS.
In theService Level Increments (seconds) fields, enter a progressively greater number of seconds in each To field.
If the unanswered call surpasses the time limit for an increment, it moves on to the next increment. For example, 0 to 5 to 10 to 25 represents 0 to 5 seconds, 6 to 10 seconds, and 11 to 25 seconds.
