Consider the following when working with VDN call profiles:

• When installed, CMS sets all service-level increments to 0 by default. This causes all calls to appear in the first increment on the VDN call profile report.

• Each service level can be set to different lengths of time.

• Service-level increments can only be used to categorize a call to a maximum limit of 999 seconds.

• The number of seconds for the second through the ninth increment must be at least 1 second higher than the number of seconds in the previous increment. For example, if the second increment covers the range of 5 to 10 seconds, the maximum value in the third increment must be set to 11 or higher.

• To ensure that reports display accurate data, avoid making changes to the service level after data is collected. If you must change the service level, it is best to change the value at midnight on the first day of a month so that data for the entire month is gathered using the same service level value.