Avaya^TM Call Management System (CMS) (formerly CentreVu®)

Avaya^TM Call Management System (CMS) (formerly CentreVu® Call Management System (CMS)) provides the information and management tools you need to monitor and analyze the performance of your contact center operations.

Avaya CMS can show you where improvements are needed and can help you take fast, effective action, while the Avaya™ CMS Supervisor client provides comprehensive administration and reporting capabilities using a familiar Microsoft Windows interface.

Avaya CMS is an optional database, administration and reporting application designed for enterprises that receive a large volume of telephone calls and have complex contact center operations. Avaya CMS provides an administrative interface to the automatic call distribution (ACD) feature of the DEFINITY® Server, enabling your contact center managers to generate reports, administer ACD parameters and monitor call activities to help determine the most efficient service possible for your customers.

With Avaya CMS, your contact center managers can view live; real-time information-and sees the immediate results of their adjustments. They can also use historical reports to analyze trends, establish performance benchmarks, and plan new marketing or customer service campaigns. Supervisors have access to real-time and historical reports to help them effectively manage the performance of their personnel. A powerful custom report package lets you modify real-time and historical reports or create reports that fit your specific requirements. Extensive reporting of exceptions allows your managers to quickly identify areas requiring immediate attention.

Avaya CMS offers new capabilities and expanded capacity:

LAN Backup/Restore of CMS - increases the speed of a backup/restore to your storage manager.

Global Dictionary / Multi-ACD Reporting - provides transparent views of agents regardless of which switch they may log into.

Multiple Call Work Codes in Call Records - allows contact center managers to track multiple services/actions for each call.

Enhanced Avaya™ Business Advocate reporting - provides additional tracking for work time reserve agents.

Increased Best Service Routing (BSR) applications support - now supports up to 511 BSR routing plans.

Support for up to seven-digit dialing - for large contact centers, CMS will now support extensions of up to seven digits.

Increased number of trunk groups supported - from 666 to 2,000 per largest ACD (Avaya™ S8700 media server), 8,000 across ACDs.

Increased trunk capacity from 20,000 to 40,000 across ACDs.

Increased limit for agent-skill pairs - now supports up to 100,000 agent/skill pairs.

In addition, an optional forecasting package allows you to use trended data and "what if" growth scenarios to forecast the number of agents and the economic effects of staffing and abandoned calls.

Avaya CMS helps you keep in touch with virtually every contact center activity-whether you want to evaluate the performance of one agent, a group of agents, a single contact center, or multiple locations around the world. It is ideal for small, single-location contact centers or large, multi-location applications, or anything between.

Avaya CMS Supervisor works in conjunction with Avaya CMS, providing user-friendly PC-based administrative tools and reports to help managers maximize contact center performance.