ACD and call management systems — BCMS and Avaya CMS
Issue 1.0 May 2003
47
Data measured by CMS
CMS measures data on ACD splits, agents, extensions, trunks and trunk groups. If Call
Vectoring is purchased, ACD will report on VDNs and Vectors. The following table
summarizes the types of data generated by the ACD and measured by the CMS.
Assigning CMS measurement of the ACD
CMS collects data on splits/skills, agents, extensions, trunks, trunk groups, VDNs, and
vectors. However, for CMS to collect data, the appropriate items (splits/skills, extensions,
and so on) must be identified as measured on the communication server.
Individual splits and trunk groups are assigned to CMS measurement through
communication server administration. Extensions are measured by virtue of their
assignment to measured splits. Trunks are measured by virtue of their assignment to
measured trunk groups. The number of measured splits cannot be changed using the CMS
ACD Status screen.
Measured splits need not be numbered sequentially. VDNs are measured individually. All
vectors are measured.
Things to know before you start
The CMS ACD Status window lists the total number of measured splits/skills, extensions
(Agent Positions), trunks, and trunk groups established in an ACD. For more information,
see Avaya CMS Administration, 585-215-515.
You can add, delete, or change measured trunks, trunk groups, agent extensions, agent
login IDs, VDN extensions, splits, and skills without busying out the link to CMS and losing
CMS data.
Data type
Parameters
Agents
Agent States
Splits/Skills
Events
Workload
Distribution
Split/Skill call totals
Trunks
Trunk states
Trunk Groups
Events
Workload
Distribution
Trunk call totals
