Avaya Communication Manager Contact Center, Руководство пользователя

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Call Management System (Category A only)
Issue 1.0 May 2003 119
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
Typical ACD
Arrangement on page 78 for a graphic illustration of a typical ACD CMS configuration.
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
Form Field
Hunt Group
●
Measured
Trunk Group (All)
●
Measured
Vector Directory Number (VDN)
●
Measured