Avaya Call Management System Avaya Call Management System (CMS) is an integrated analysis and reporting solution that keeps you in touch with virtually everything that’s going on in your contact center from evaluating the performance of a single agent or group of agents to managing a contact center with multiple locations worldwide. Working with one or more of your Avaya media servers and/or gateways, CMS delivers robust real-time monitoring and historical reporting including Elite Multichannel information, custom reporting, task scheduling, exception notification, threshold warning, administration and configuration, and long term ACD data storage. Increase the efficiency of your call center Optimize performance across multiple channels. Improve service levels and increase agent efficiency by monitoring and reporting response times across Avaya Aura Call Center Elite systems and non-voice channels supported by Elite Multichannel. A simple add-on to your Elite system, Elite Multichannel enables response time reporting and monitoring that can increase agent efficiency for voice, e-mail, fax, web Chat, SMS text or social media customer contact. Manage dynamic call volumes without adding staff. Monitor and analyze everything from wait times and average answer speeds to the percentage by which abandoned call times have gone down in the past year. Make a wellinformed decision based on real-time CMS data to redirect calls on-the-fly or to redistribute expensive human resources. Increase performance, minimize costs or develop new or improved procedures by leveraging historical data. Enhance productivity while controlling costs. Realize a quick return on your CMS investment. Easy to deploy, CMS helps maximize the success of marketing and customer service campaigns. Continue benefitting from your investment over time by leveraging historical data to analyze trends and to establish performance benchmarks. Improve customer satisfaction. Deliver the kind of superior service and support that enhances customer loyalty by using CMS data to improve staffing and call flows. Flexible and scalable, CMS helps you achieve the service levels you desire by enabling you to analyze the performance of a specific skill or agent or avaya.com | 1 thousands of skills and agents on up CMS works with many Avaya to eight Automatic Call Distribution Customer Experience Management (ACD) systems. applications such as Contact Flow Analytics, Desktop Wallboard, Agent Recruit and retain top agents. Attract Maps, Avaya Workforce Optimization the best talent by creating an efficient, and integrates with other third-party effective, data-analysis-driven applications such as reporting and operation and high-quality contact monitoring packages. It is also part of center that first-class agents prefer. the Avaya Customer Experience Virtualized Environment which allows Avaya Call Management System (CMS) is an integrated analysis and reporting solution that helps you keep in touch with virtually everything that’s going on in your contact center from evaluating the performance of a single agent or group of agents to managing a contact center with multiple locations worldwide. Support Business Continuity. Enable enterprises to leverage their existing data redundancy for your small single VMware infrastructure to improve site or large multisite contact center resiliency and lower costs by using by leveraging High Availability and/or less hardware and deploying Survivable CMS. High Availability applications faster. Backup options for consists of two systems operating in CMS include tape drives, LAN back- tandem and, for multi-site contact up, and Network File Systems (NFS). centers, Survivable CMS allows a Prior back-up hardware continues to back-up site to take over in the event be supported including customer of a disaster at the controlling site. provided tape drives. Take Action when Thresholds are Breached. Alarm functions are available via SNMP MIBs and alarm detail can be monitored via Secure Access Link (SAL) or your own Network Management System (NMS). Modems sold with previous releases for alarm purposes can be used with the current CMS release. Concurrent supervisor capacity has been increased from 800 to 1600, system-wide limits for agent skill pairs from 150K to 200K (100K per ACD) and the agent trace limit from 600 to 5,000 agents. The latest CMS release supports these increased capacities on the T4 with 64GB memory. CMS Supervisor Monitor and manage from anywhere Use a familiar graphical user interface to access the reporting and administrative power of CMS via a PC or Web browser with Avaya CMS Supervisor. Monitor and manage in real time from anywhere by setting alerts for abandoned calls, average hold time, number of calls in queue, etc. then respond quickly by redirecting resources and managing call spikes to increase agent productivity. Up to 1600 simultaneous CMS Supervisor log-ins are supported depending upon which hardware platform you choose. 2 | avaya.com Contact Center Services Optimize performance and efficiency Avaya contact center solutions draw on the expertise of a range of Avaya experts from strategic design and road-mapping to platform and system architecture, implementation and ongoing support and highly flexible managed services. We deliver these services to you through strategic and tactical contact center solutions designed to optimize business operational and performance management, agent-assisted operations, automated experience The CMS Supervisor interface runs in •identify opportunities for increasing a Microsoft® Windows® environment productivity and/or reducing costs on Windows 2000, Windows XP, Windows Vista, Windows 7 or thin •plan effective marketing and promotional campaigns client through Citrix™ XenApp 5 or 6.5 with a Windows 2008 server and is •detect training needs available in these languages: U.S. •improve the overall efficiency of English German Italian Spanish Brazilian Portuguese European French Japanese Simplified Chinese Korean Russian. contact center operations •integrate data with mainframebased documents such as sales and marketing reports management, social media services, performance management and analytics. A leader and innovator in the communications services industry, Avaya offers Professional Services, Support Services and Managed Services to help make sure that our contact center solutions are standards-based and aligned globally so that you can achieve optimum performance levels no matter where your operations are located. Integrates easily Avaya CMS Supervisor uses your existing TCP/IP Ethernet LAN connections to access the CMS server. It can be loaded onto your server, downloaded to networked PCs or accessed via a Web-based interface, Helping you track progress toward your contact center objectives, Avaya CMS Supervisor includes more than 200 preformatted reports, a free custom report package and direct access to CMS data using IBM® Informix® ODBC and JDBC drivers. enabling you to: •analyze call flow •match agent resources and skills based on call volume and caller need avaya.com | 3 Additional Information Product Manager: Vineet Sood [email protected] Product Marketing: Wendy Mikkelsen [email protected] ATAC support: For US, Canada – [email protected] or call 1.888.297.4700 or 720.444.7700 For EMEA – [email protected] or call 31.70.414.8099 For CALA – [email protected] or call 1.888.297.4700 or 720.444.7700 For APAC – [email protected] or call 31.70.414.8099 or 720.444.7700 Submit a request at: https://atac.avaya.com/Technicenter.asp For more information contact your Avaya Account Manager or Authorized Partner today or visit us at avaya.com and click Contact Centers. System Requirements • The Sun SPARC Enterprise T4-2 server running Solaris • RedHat Linux 6.4 running on Dell servers – Dell 620 Low – Intel quad-core, 2.0 Ghz CPU, 8 GB memory, single 300 GB hard disk (no RAID), DVD R/W, 4 10/100/1000 NIC ports, External SAS HBA, single 495 W power supply, H710i Raid HBA installed but not enabled. – Dell 620 Mid – Intel quad-core, 2,0 Ghz CPU, 16 GB memory, four 300 GB hard disks in RAID 10 configuration, 4 10/100/1000 NIC ports, External SAS HBA, single 495 W power supply, H710i Raid HBA, RAID 10 enabled. CMS Supervisor Windows Client Requirements Citrix XenApp 5 or 6.5 with Windows 2008 server (for thin client) or the following for desktop deployment: • Pentium® II or compatible 233 MHz (minimum) or 500 MHz (recommended) or higher processor • 64 MB RAM (minimum), or 256 MB or higher (recommended) About Avaya Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, networking and related services to companies of all sizes around the world. For more information please visit www.avaya.com. 4 | avaya.com • Microsoft® Windows® 2000, Windows XP, Windows Vista Enterprise, and Windows 7. • 50 MB disk space • CD-ROM installation (unless Avaya CMS Supervisor is launched from a server) • LAN connectivity—Winsock 1.1 or later compliant network TCP/IP protocol stack © 2013 Avaya Inc. All Rights Reserved. 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