CSM V6 Service Level issue

[dfleschute]

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?

[dwayneg]

You probably already checked, but be sure that the CSM server still has any auto attendant or announcement extensions flagged to treat calls at this device as NOT HAVING RUNG.  Might have slipped in the move.

[dfleschute]

Just to be sure, I did a batch change on all Applications to set them as Not Having Rung.  I do not have the Reset Call Timers When A Call Rings This Device set on the Hunt Groups, but it never was set.  I'm not having much luck with the Mitel documentation, and I really don't want to pay a few hundred dollars to our local support to call Mitel and ask.  Nothing against our local support, but they don't have any CSM guys on staff.

[dfleschute]

Mitel did this the last time a major version change occurred.  A setting that was once unnecessary is now necessary.  The Hunt Groups must have a check in the "Reset timers for calls ringing this device".