Features - Avaya Call Management System

Automatic Notification Thresholding
Avaya Call Management System allows thresholds to be set for automatic notification of exception conditions. Each manager sets thresholds for those measures that are critical to his or her area within the call center, whether this is calls in queue, Expected Wait Time, number of abandons, etc. 

Instantly notifies users of any measure outside acceptable levels. Allows each user to easily customize the alerts to fit their own management style. Users are able to set thresholds and do other work, and be automatically alerted when a specified measure is exceeded. Immediate notification allows supervisors to take quick action, such as reassigning agents to a particular split or skill. It's all done instantaneously using Windows point and click, drag and drop functionality.

Single Interface for Reporting and Administration
Reporting and administration of the customer's contact center through one interface.

The integrated reporting and administration interface is a competitive advantage. Its ease of use is unparalleled in the industry. A call center manager can identify a problem via real-time reporting, and immediately and easily drill down into administration to rectify the issue.

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 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 may elect to use the Report Wizard feature 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.

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 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.