FACT SHEETAVAYA CALLMANAGEMENTSYSTEM

Avaya Call Management System (CMS) is an integrated

to redistribute expensive human resources. Increase

with virtually everything that’s going on in your contact

procedures by leveraging historical data.

analysis and reporting solution that keeps you in touch
center from evaluating the performance of a single agent orgroup of agents to managing a contact center with multiple

locations worldwide. Built on the performance, reliability andflexibility of the Avaya Aura® platform, Avaya CMS delivers

real-time monitoring and historical reporting for Avaya Call

Center Elite and includes custom reporting, task scheduling,
exception notification, threshold warning, administrationand configuration, and long term ACD data storage.

Increase the efficiency of your call center
Manage dynamic call volumes without adding staff.

Monitor and analyze everything from wait times and averageanswer speeds to the percentage by which abandoned calltimes have decreased in the past year. CMS measures up

to 30K trunks, providing administration ease and increases
reporting accuracy. Make a well—informed decision basedon real—time CMS data to redirect calls on—the—fly or© 2024 Avaya LLC. All Rights Reserved.

performance, minimize costs or develop new or improved
Enhance productivity while controlling costs. Realize aquick return on your CMS investment. CMS helps maximize
the success of marketing and customer service campaigns.
Continue benefitting from your investment over time byleveraging 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 andadvocacy by using CMS data to improve staffing and callflows. Flexible and scalable, CMS helps you achieve theservice levels you desire by enabling you to analyze theperformance of a specific skill or agent or thousands of skills
and agents on up to eight Automatic Call Distribution (ACD)
systems. CMS supports monitoring and reporting of up to360K agent—skill pairs per ACD; a maximum of up to 800K
agent—skill pairs per CMS.

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Avaya Call Management System(CMS) is an integrated analysis
and reporting solution thathelps you keep in touch with
virtually everything that's goingon in your contact center fromevaluating the performanceof a single agent or group ofagents to managing a contact
center with multiple locations
worldwide.

Recruit and retain top agents. Attract the best talent by creating an efficient,effective, data—analysis—driven operation and high—quality contact center thatfirst—class agents prefer.

Support Business Continuity. Enable data redundancy for your small single siteor large multisite contact center by leveraging High Availability and / or Survivable
CMS. High Availability consists of up to four systems operating in tandem and,for multi—site contact centers, Redundant CMS systems allow a back—up CMS
system to take over in the event of a disaster at the controlling site.

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.

CMS works with many Avaya Customer Experience solutions such as Desktop
Wallboard, Agent Maps, Avaya Workforce Engagement and with other third—

party applications such as reporting and monitoring packages. Avaya CMS is alsopart of the Avaya Customer Experience Virtualized Environment which allows

enterprises to leverage their existing VMware infrastructure to improve resiliency
and lower costs by using less hardware and deploying applications faster.

Organizations can also deploy Avaya CMS in their AWS or GCP environments.

Backup options for CMS include tape drives, LAN back—up, and Network File
Systems (NFS).

© 2024 Avaya LLC. All Rights Reserved.

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Avaya CMS Supervisor
includes more than 200
preformatted reports,a free custom reportpackage and direct accessto CMS data.

CMS SupervisorMonitor and manage from anywhere

Use a graphical user interface to access the reporting andadministrative power of CMS via a PC or Web browser with

Avaya CMS Supervisor. Monitor and manage in real time fromanywhere by setting alerts for abandoned calls, average holdtime, number of calls in queue, etc. then respond quickly by
redirecting resources and managing call spikes to increase

agent productivity. Up to 2000 simultaneous CMS Supervisor
log—ins are supported depending upon which hardware
platform you choose.

The CMS Supervisor uses a familiar Microsoft Windowsinterface via a web and / or desktop client. Avaya CMS Mobile
Supervisor, supported on various iPad models, is a freemobile supervisor app that enables supervisors to monitor

onto your server, downloaded to networked PCs or accessed
via a Web—based interface, enabling you to:• Analyze call flow

• Match agent resources and skills based on call volume andcaller need

• Identify opportunities for increasing productivity and / or
reducing costs• Plan effective marketing and promotional campaigns• Detect training needs• Improve the overall efficiency of contact center operations• Integrate data with mainframe—based documents such as
sales and marketing reports

agent performance while away from their desk.

Helping you track progress toward your contact center

Integrates easily

preformatted reports, a free custom report package andAvaya CMS Supervisor uses your existing TCP / IP Ethernet

LAN connections to access the CMS server. It can be loaded© 20232024 Avaya LLC. All Rights Reserved.

objectives, Avaya CMS Supervisor includes more than 200
direct access to CMS data using IBM Informix® ODBCand JDBC drivers.

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Contact Center Services

Use a graphical userinterface to accessthe reporting andadministrative
power of CMS via a
PC or Web browser
with Avaya CMS
Supervisor.

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 systemarchitecture, implementation and ongoing support and highly flexible managedservices. 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 management,social media services, performance management and analytics. A leader andinnovator in the communications services industry, Avaya offers ProfessionalServices, Support Services and Managed Services to help make sure that ourcontact center solutions are standards—based and aligned globally so thatyou can achieve optimum performance levels no matter where your operations
are located.

About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya.

Organizations trust Avaya to provide innovative solutions for some of their most important a​ mbitions and ​challenges,​g​ iving
them the freedom to engage their customers and employees in ways that deliver the greatest business benefits.  

Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer

experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences
Avaya customers can create.

© 2024 Avaya LLC. All Rights Reserved.

©2024 Avaya LLC. All rights reserved. Avaya and the Avaya logo are trademarks of Avaya LLC and registered in the United States and other countries.
Certain trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya LLC. All other trademarks
are the property of their respective owners.
02/24 • CC7349EN-04

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