Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. If you'd prefer to explore, try our test area to get started. And see here for current known issues.

New Member

ICM service Levels


I am trying to define a service Level for my ICM system. I have a call manager & ICM & an IVR.

I have defined service level to one of the service we offer. The Options which i have chosen in my service explorer are as follows

service level threshold 60 seconds

service level type: ignore abandoned calls

Advanced options;

peripheral service level type: calculated by call centre.

On the PG explorer i have defined the following as the service level for my Call manager PG.

abandon call wait time: 5 secs

default desk setting: None

peripheral service level type: calculated by call centre.

service peripheral type: Default

service level threshold 5

I have enabled postrouting

In my Call type explorer i have defined the following:

service level threshold: 60

service level type: ignore abandoned calls

In my reporting i get the service levels related to the services

When i do a report related to Call types i get all service leves as 0 %

Could someone explain me what is the problem & the differences between the 3 types of service level types

ignore abandon calls

_ve impact

+ ve impact




Re: ICM service Levels

Since there has been no response to your post, it appears to be either too complex or too rare an issue for other forum members to assist you. If you don't get a suitable response to your post, you may wish to review our resources at the online Technical Assistance Center ( or speak with a TAC engineer. You can open a TAC case online at

If anyone else in the forum has some advice, please reply to this thread.

Thank you for posting.