Call Management System (Category A Only); Administering The Communication Server-To-Cms Interface; Enabling Cms Measurements; Measured Extensions And Multiple Splits - Avaya Communication Manager Contact Center Manual

Call Management System (Category A only)

Call Management System (CMS) allows you to collect and monitor ACD facilities and
personnel. You can create reports on the status of agents, splits/skills, trunks, vectors, and
vector directory numbers. You can view and store historical CMS reports, view real-time
reports, and view integrated reports at a terminal or PC.
Unlike Basic Call Management System (BCMS), the CMS resides on an adjunct computer
that connects to the communication server via a data link. See
Arrangement

Administering the communication server-to-CMS interface

For detailed information on administering the interface between the communication server
and the CMS, refer to Avaya CMS Switch Connections, Administration and
Troubleshooting, 585-215-876.

Enabling CMS measurements

The following forms and fields are required to enable CMS measurements:

Measured extensions and multiple splits

Using the Hunt Group form, you can assign an agent extension to as many splits as
desired. Multiple split assignments are commonly used in either or both of the following
scenarios:
Agents log into multiple splits
There are multiple agent shifts that use the same phone sets
on page 78 for a graphic illustration of a typical ACD CMS configuration.
Form
Hunt Group
Trunk Group (All)
Vector Directory Number (VDN)
Call Management System (Category A only)
Typical ACD
Field
Measured
Measured
Measured
Issue 1.0 May 2003 119