Avaya Call Management System (CMS) is a software product for businesses and organizations that have Communication Manager and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature. CMS collects call-traffic data, improves the readability of management reports, and provides an administrative interface to the ACD feature on Communication Manager.

Administrators can access the CMS database, generate reports, modify ACD parameters, and monitor call activities to improve call processing efficiency.

CMS uses dual TCP/IP links for duplicated data collection and high availability. To prevent data loss from ACD link failures, CMS hardware or software failures, and maintenance or upgrades, the ACD data is sent to both servers over different network routes. You can administer the ACD data from either server.