Avaya Call Management System (CMS) is a software product for businesses and organizations that receive a large volume of telephone calls processed through the Automatic Call Distribution(ACD) feature of the Avaya Aura® Communication Manager system. Avaya CMS collects
call-traffic data, formats management reports, and provides an administrative interface to the
ACD feature on the Communication Manager system.
Avaya CMS runs on the Solaris and Red Hat Enterprise Linux® (RHEL) operating systems and
uses several operating system utilities to communicate with terminals and printers, log errors,
and execute processes. CMS utilizes the INFORMIX database management system, which
provides an interface to the CMS historical database.
Avaya CMS stores ACD data in a real-time database as well as a historical database. Real-time
databases include tables for the current intrahour interval data and the previous intrahour
interval data. The storage interval can be 15, 30, or 60 minutes. Historical databases include
tables for the intrahour, daily, weekly, and monthly data. The historical database can store 62
days of intrahour historical data, 5 years or 1825 days of daily historical data, and 10 years or
520 weeks of weekly and monthly historical data.
Avaya CMS provides two options for contact center data resiliency:
● High Availability CMS: For data redundancy with two systems operating in tandem.
● Survivable CMS: For business continuity in multilocation contact centers and continued
operation in the event of a disaster at the controlling site.
Avaya CMS is a flexible and scalable software that is ideal for small single-location contact
centers, large multilocation application, or contact centers of similar sizes. You can use Avaya
CMS to analyze the performance of a single agent, a specific skill, a large number of agents or
agent skills on up to eight ACD systems.
Avaya CMS includes the Avaya CMS Supervisor feature to monitor contact center performance
and activity from a PC within your contact center, at home, or on the road. Using Avaya CMS
Supervisor, managers can monitor, in real time, any area of contact center performance such as
the number of abandoned calls, average hold time, and number of calls in a queue. Avaya CMS
also includes the Avaya CMS Supervisor Web feature to monitor contact center performance
and activity with a web browser.
Feature description
CMS offers the following salient features:
● CMS reporting
● CMS Supervisor PC client
● CMS Supervisor Web client
● CMS Mobile Supervisor
● ACD administration
● Backup support
● IPv6 supportCMS reporting
CMS provides real-time, historical, and integrated reporting to track all activities in the
contact center. Using CMS reports, you can make decisions regarding entities like agents,
split/skills, vectors, vector directory numbers (VDN), and trunks.
CMS stores all the ACD data received from Communication Manager or the
communication server in the real-time and historical databases. Real-time databases
include tables for the current intrahour interval data and the previous intrahour interval
data. The storage interval can be 15, 30, or 60 minutes. Historical databases include
tables for the intrahour, daily, weekly, and monthly data.ACD administration
CMS provides an administrative interface to the communication server. From the ACD
interface, you can view or change parameters related to ACDs, call vectoring, and Expert
Agent Selection (EAS) on the communication server. An administrator can also run reports
that describe your contact center configuration.
For example, an administrator can:
● Add or remove agents from splits/skills.
● Move extensions between splits/skills.
● Change splits/skills assignments.
● Change trunk group-to-split.
● Change trunk group-to-VDN.
● Change VDN-to-vector assignments.
● Start an agent trace.
● List the agents being traced.
● Create, copy, and edit call vectors.
