We are in the midst of converting from CSM V5 to 6. They are both running now. The settings for extension and hunt groups are identical in both. However, users of V6 are having a calculation error in regards to the service level. The current settings are to answer calls in 20 seconds or less. This timer begins when the call hits the queue, it does not include time spent by the caller in the call tree or listening to the "you may be recorded" message. It would appear that V6 is including this time.
In the Data Manager\Hunt Groups\<hunt group>\Advanced section, each HG can be programmed to reset call timers when a call rings this device. This was not checked on the V5 system. I checked it temporarily on V6 to see if it would change the calculation. It did not. I may have been expected it to grandfather all of the data for the day. Has anyone else run into this issue?
