Setting up ACD offset times for CMS reporting
Issue 1.0 May 2003
367
Setting up ACD offset times for CMS reporting
The time stamp for CMS data is obtained from the local switch on which the data is
generated. When a CMS system includes ACDs that are located in different time zones,
time zone differences are reflected in CMS reports based on unadjusted data. However,
you can use Avaya CMS Supervisor to adjust CMS data derived from remote ACDs in a
way that allows you to view data from different time zones in a common time format. This
provides you with a more convenient way to view and assess simultaneous contact center
activity across time zones.
To adjust CMS data to reflect a common time format, you must:
●
Designate a master ACD
●
Determine the appropriate offsets for each remote ACD, as necessary
●
Set the switch time zone offset values for each ACD in the CMS Supervisor Storage
Windows dialog.
Offset procedure
To use Supervisor to set switch time zone offset values for CMS report times:
1. In the main Supervisor Controller window, select:
Tools > System Setup
The CMS System Setup Window is displayed.
2. In the CMS System Setup window, do the following:
a. Select the Operations tab
b. From the displayed list, select Storage Intervals
c. In the ACD field, select an ACD
d. Select OK
The Storage Intervals window is displayed.
3. In the Switch time zone offset (-23 to +23) field, enter a an offset value that reflects
the time difference between the target ACD and the designated master ACD.
Note:
Note:
For instructions on specifying the master ACD, see “Changing the master
ACD,” in “Chapter 10: Configuring CMS Settings” in Avaya CMS
Administration, 585-215-515.
