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. For example, 1800 for a 30-minute intrahour interval or 3600 for a 60-minute intrahour interval. You must enter a value in this 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.

Each of the nine increments can vary in length. For example, 0 to 15, 16 to 20, 21 to 26, 27 to 38, 39 to 43, and so forth.

The following example displays how an administrator might set up a call profile:

In this example, the Acceptable service level field is set to 1800 seconds to correspond with the intrahour interval on the CMS server.

Inc 1 has been set for the range of 0 to 5 seconds. Inc 2 ranges covers 5 to 15 seconds. The other service level increments continue on until Inc 10. This last service level increment is used in this example is for those calls that extend beyond 360 seconds. If a call is not answered after the acceptable service level of 1800 seconds, the call is then tracked in a different CMS database category.