Avaya Call Management System

Management system for the operator center Avaya Call Management System (CMS) which provides mechanisms of control and reporting. CMS represents the separate server which is connected to the media server under the TCP/IP protocol. Each Avaya CMS system can service up to 8 Avaya media servers.

Report types

The following report types are provided in the CMS system:

• reports of real time;
• chronological reports;
• the integrated reports;
• user reports;
• reports on inadmissible events;
• reports forecasts.

Screen of reports Avaya CMS. Source: profi-sp.ru

Reports of real time

Reports of real time can be updated each 3 seconds, and with their help the supervision manpower can make operational decisions on management of call center.

Avaya CMS allows to trace in a real mode of time, for example, the following information:

• number of calls in queue;
• time which expects the earliest call in queue;
• the average time of waiting in queue;
• average duration of a conversation;
• expected waiting time in queue;
• percent of the calls serviced during the set interval;
• the average time during which the subscriber hangs up a receiver, without having waited for the answer;
• number of free operators;
• absence reasons of operators in a workplace and much, many other.

Chronological reports

Chronological reports can be updated each 15 seconds, data can be summed up on intervals, days, weeks and months. Chronological reports allow to solve long-term strategic problems of increase in efficiency of the operator center.

The integrated reports

The combination of the data obtained from reports of real time and chronological reports is the cornerstone of the integrated reports. This unique opportunity allows to see at the same time the present and the past of the operator center and to understand how the made operational decisions influence long-term strategic tasks.

User reports

If not enough standard reports offered by the CMS system, (and their about 200 types, with high extent of detailing), it is possible to seize the opportunity of creation of the user reports, both real time, and chronological – in a schedule type, tables, texts or their combination. You can turn on in these reports only those data and in that order which are necessary.

Reports on inadmissible events

The possibility of creation of the special reports (real time and chronological) containing information on different extraordinary events is provided in CMS Avaya. For example, if the operator did not answer the arrived call, a system creates reports (real time and chronological) with indication of time and a name of the operator who did not answer a call.

Reports forecasts

The possibility of drawing up the special reports allowing to predict future characteristics of traffic, loading of operators and trunk lines on the basis of the given chronological account is provided in CMS. Reports forecasts answer a question: "what, if?" also give the chance of modeling of this or that situation, only then to make the final decisions (for example, on expansion of the staff of operators or connection of additional trunk lines).