Call Management System

Description:
Avaya CMS provides the information and management tools customers need to monitor and analyze the performance of their contact center operations, showing where improvements are needed and where to take fast effective action

Avaya Call Management System (CMS) is a database, administration, and reporting application designed for enterprises that receive a large volume of telephone calls and have complex contact center operations. Working in conjunction with Avaya CMS, the Avaya Call Management System (CMS) Supervisor client provides comprehensive administration and reporting capabilities using a familiar Microsoft Windows interface.

With CMS customers can view live, real-time information and see the immediate results of their adjustments. They can also use historical reports to analyze trends, establish performance benchmarks, and plan new marketing or customer service campaigns. Supervisors have access to real-time and historical reports to help them effectively manage the performance of their personnel. A powerful custom report package lets customers modify real-time and historical reports or create reports that fit their unique requirements. Extensive reporting of exceptions allows managers to quickly identify areas requiring immediate attention.

Features:
Report Management via standard reports



Call Management System (CMS) provides over 200 real-time and historical management reports and extensive historical data storage capabilities, keeping detailed intra-hour data for up to 62 days, daily reports for up to five years, and weekly and monthly data for up to ten years.

CMS gives the real-time view of the call center so managers can:
  • Quickly pinpoint problems across the entire operation, and resolve them in real-time.
  • Achieve critical customer service objectives.
  • Simultaneously boost productivity of call center employees and resources.
Avaya Report Designer
An optional Avaya CMS Supervisor Report Designer package gives the ability to create customized graphic reports.

Report Designer uses the Windows interface to lead management easily through all the steps needed to create a report. One can copy an existing report or start from scratch, combining real-time and historical data in a single report. Customers who purchase Report Designer may elect to use Report Wizard to create the majority of their custom reports - it provides a fast and easy shortcut to report creation by providing a step-by-step guide through report creation.

Increased Capacities
The maximum number of split/skill members (agent-split/skill pairs) is 100,000 across multiple ACDs (max. 8). The switch maximum is 60,000 with the use of an Avaya S8700 Media Server. The following are maximum capacities for the large system:
  • The limit remains at 100,000 split/skill pairs
  • A single CMS can support up to a maximum of 8 ACDs
  • 100 AUX (Auxiliary) Work Codes (CMS R13 Expanded AUX version only)
  • 400 Avaya CMS Supervisor instances running 2 real-time reports at a 30 second refresh rate
The provisioning process ensures customers are not over utilizing Avaya CMS resources required for data storage and tracking. These settings establish the upper boundaries for what the customer can utilize across all ACDs.

The increased limit of 100,000 split/skill pairs for Avaya CMS R12 and R13:
  • Allows more logged-in agents in a multi-ACD environment.
  • Assists Avaya customers who want more consolidated reporting.
Avaya CMS High Availability
The High Availability (HA) system provides a fully redundant back-up Avaya Call Management System (CMS). Two independent, fully functional Avaya CMS servers are connected through dual data links to one or more Avaya Communication Manager servers.

High Availability helps prevent data loss caused by maintenance and upgrade activity.

Helps prevent data loss caused by failure of system components. CMS High Availability helps customers ensure the continuity of their business operations.

Avaya CMS Supervisor Report Functions
Avaya CMS Supervisor enables customers to use a PC to access all the reporting and administrative power of Avaya CMS with a familiar graphical user interface in a Microsoft Windows environment. CMS Supervisor runs on Windows 98, Windows 2000, or Windows XP.

Avaya CMS Supervisor supports a wide variety of reports, providing users with all the tools they need to monitor and manage contact center activity.

Instant Alerts
Avaya CMS Supervisor has a threshold alerting function that instantly notifies users of important developments in the contact center. Call Center managers set thresholds for those measures that are critical to the call center – such as when the number of abandons has exceeded the acceptable level within a time period, when the average speed of answer has exceeded the specified limit, etc.
  • Instantly notifies users of any measure outside acceptable levels.
  • Users are able to set thresholds and do other work, and be automatically alerted, via visual and auditory signals, when a specified measure is exceeded.
  • Immediate notification allows supervisors to take quick action, such as reassigning agents to a particular split or skill.
Multilingual Support
Avaya CMS is currently offered in U.S. English. Avaya CMS Supervisor provides the following language support through the Avaya CMS Supervisor user interface:
  • U.S. English
  • Colombian Spanish
  • German
  • Italian
  • Brazilian Portuguese
  • European French
  • Japanese
  • Simplified Chinese
  • Support for Traditional Chinese characters in names (not translated)
  • Support for Korean characters in names (not translated)
  • Dutch
  • Russian
Providing on-line help and documentation in several languages:
  • Increases the interaction options and services available to global, international, or multilingual customers.
  • Supports Avaya Call Centers, Avaya Best Service Routing (BSR), and Avaya Network Routing.
Save as HTML
The Save as Hypertext Markup Language (HTML) function allows users to export a snapshot of a report running in Avaya CMS Supervisor and save it as an HTML file.

Any report generated in Avaya CMS Supervisor can be converted to an HTML file. This file can then be stored on a Web server for viewing on the Internet or an Intranet.

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Call us at 1-800-579-9600 or 732-805-3400
Email: sales@platcomm.com