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  • Deutsch English Español (México) Français Français (Canada) Italiano Magyar Nederlands Português (Brasil) Русский עברית العربية 中文(简体) 中文(繁體) 日本語 한국어
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Administering Avaya Call Management System

Table of Contents

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  • Notices
  • Introduction
    • Purpose
    • Change history
  • CMS overview
    • Logical storage of ACD data
    • Structure of data in the database
    • ACD data tracking
  • Getting started with the CMS Supervisor client
    • Logging in to the CMS Supervisor Web Client
    • Changing your password in the Web Client
    • Setting preferences
      • Preferences tabs field descriptions
    • Common operational features of the PC Client
      • Before using the Options window
      • Controller features
        • Overview of the Controller
        • Toolbar
        • Status indicators
        • Status messages
        • Menu bar
        • General tab
        • Scripting tab
        • Report Colors tab
        • Creating a new report color scheme
        • Threshold Colors tab
        • Creating a new threshold color scheme
        • Name Format tab
        • Defining entity formats
  • Administering Dictionary names for call center entities
    • Dictionary permissions
    • Dictionary rules
    • Dictionary search options in the PC Client
      • Permissions required to search the Dictionary
      • Searching the Dictionary
      • Dictionary global search results
    • Administering ACD names in the Dictionary
      • Adding an ACD name in the Web Client
      • Modifying an ACD name in the Web Client
      • Deleting an ACD name in the Web Client
      • Adding an ACD name using the PC Client
      • Modifying an ACD name using the PC Client
      • Deleting an ACD name using the PC Client
    • Viewing ACD group information in the Dictionary
      • Considerations for ACD groups
      • Viewing the contents of an ACD group in the Web Client
      • Listing all ACD Groups using the PC Client
      • Viewing the contents of an ACD Group using the PC Client
    • Administering agent groups in the Dictionary
      • Agent group considerations
      • Adding an agent group in the Web Client
      • Adding agents to an agent group in the Web Client
      • Removing an individual agent from an agent group in the Web Client
      • Deleting multiple agents from an agent group in the Web Client
      • Copying an agent group in the Web Client
      • Deleting an agent group in the Web Client
      • Adding an agent group using the PC Client
      • Copying an agent group using the PC Client
      • Deleting an agent group using the PC Client
      • Listing agents in an agent group using the PC Client
      • Adding agents to an agent group using the PC Client
      • Deleting agents from an agent group using the PC Client
    • Administering agent string values in the Dictionary
      • Modifying agent string value descriptions in the Web Client
      • Modifying agent string value descriptions using the PC Client
      • Agent string value descriptions
    • Administering announcements in the Dictionary
      • Adding an announcement name in the Web Client
      • Modifying an announcement name in the Web Client
      • Deleting an announcement name in the Web Client
      • Viewing an announcement name using the PC Client
      • Listing all announcement names for an ACD using the PC Client
      • Adding an announcement name using the PC Client
      • Modifying an announcement name using the PC Client
      • Deleting an announcement name using the PC Client
    • Administering AUX reason codes in the Dictionary
      • Considerations for administering AUX reason codes
      • Adding an AUX reason code name in the Web Client
      • Modifying an AUX reason code name in the Web Client
      • Deleting an AUX reason code name in the Web Client
      • Viewing an AUX reason code name using the PC Client
      • Listing all AUX reason code names using the PC Client
      • Adding an AUX reason code name using the PC Client
      • Modifying an AUX reason code name using the PC Client
      • Deleting an AUX reason code name using the PC Client
    • Administering calculations in the Dictionary
      • Considerations for administering calculations
      • Adding a custom calculation in the Web Client
      • Modifying a custom calculation in the Web Client
      • Deleting a custom calculation in the Web Client
      • Viewing calculations using the PC Client
      • Listing all calculations using the PC Client
      • Adding a custom calculation using the PC Client
      • Modifying a custom calculation using the PC Client
      • Deleting a custom calculation using the PC Client
    • Administering call work codes in the Dictionary
      • Considerations for call work codes
      • Adding a name to a call work code in the Web Client
      • Modifying a call work code name in the Web Client
      • Deleting a call work code name in the Web Client
      • Viewing a call work code name using the PC Client
      • Listing all call work code names using the PC Client
      • Adding a name to a call work code using the PC Client
      • Modifying a call work code name using the PC Client
      • Deleting a call work code name using the PC Client
    • Administering constants in the Dictionary
      • Adding a constant in the Web Client
      • Modifying a constant in the Web Client
      • Deleting a constant in the Web Client
      • Viewing a constant using the PC Client
      • Listing all constants using the PC Client
      • Adding a constant using the PC Client
      • Modifying a constant using the PC Client
      • Deleting a constant using the PC Client
    • Administering custom database items in the Dictionary
      • Adding a custom database item in the Web Client
      • Modifying a custom database item in the Web Client
      • Deleting a custom database item in the Web Client
      • Viewing a custom database item using the PC Client
      • Listing all custom database items using the PC Client
      • Adding a custom database item using the PC Client
      • Modifying a custom database item using the PC Client
      • Deleting a custom database item using the PC Client
    • Generic string value synonyms in the Dictionary
      • Modifying generic string values in the Web Client
      • Viewing generic string values using the PC Client
      • Modifying generic string values using the PC Client
    • Administering location IDs in the Dictionary
      • Adding a location ID in the Web Client
      • Modifying a location ID in the Web Client
      • Deleting a location ID in the Web Client
      • Viewing a location ID using the PC Client
      • Listing all location IDs using the PC Client
      • Adding a location ID using the PC Client
      • Modifying a location ID using the PC Client
      • Deleting a location ID using the PC Client
    • Administering login ID names in the Dictionary
      • Considerations for using login ID names
      • Adding a login ID name in the Web Client
      • Modifying a login ID name in the Web Client
      • Deleting a login ID name in the Web Client
      • Adding a name to a login ID using the PC Client
      • Listing all login ID names using the PC Client
      • Adding a name to a login ID using the PC Client
      • Modifying a login ID name using the PC Client
      • Deleting a login ID name using the PC Client
    • Administering logout reason code names in the Dictionary
      • Adding a logout reason code name in the Web Client
      • Modifying a logout reason code name in the Web Client
      • Deleting a logout reason code name in the Web Client
      • Viewing a logout reason code name using the PC Client
      • Listing all logout reason code names using the PC Client
      • Adding a logout reason code name using the PC Client
      • Modifying a logout reason code name using the PC Client
      • Deleting a logout reason code name using the PC Client
    • Administering split/skill names in the Dictionary
      • Considerations for split/skill names
      • Adding a skill name in the Web Client
      • Modifying a skill name in the Web Client
      • Deleting a skill name in the Web Client
      • Viewing a split/skill name using the PC Client
      • Listing all split/skill names using the PC Client
      • Adding a split/skill name using the PC Client
      • Modifying a split/skill name using the PC Client
      • Deleting a split/skill name using the PC Client
    • Administering split/skill string values in the Dictionary
      • Considerations for split/skill string values
      • Modifying split/skill string values in the Web Client
      • Viewing split/skill string values using the PC Client
      • Modifying split/skill string values using the PC Client
      • Split/skill string value descriptions
    • Standard CMS database items in the Dictionary
      • Viewing standard CMS database items in the Web Client
      • Viewing a standard CMS database item using the PC Client
      • Viewing all standard CMS database items alphabetically using the PC Client
    • Administering tenants in the Dictionary
      • Before using tenant names
      • Adding a tenant name in the Web Client
      • Modifying a tenant name in the Web Client
      • Deleting a tenant name in the Web Client
      • Viewing a tenant name using the PC Client
      • Listing all tenant names using the PC Client
      • Adding a tenant name using the PC Client
      • Modifying a tenant name using the PC Client
      • Deleting a tenant name using the PC Client
    • Administering trunk group names in the Dictionary
      • Considerations for trunk group names
      • Adding a trunk group name in the Web Client
      • Modifying a trunk group name in the Web Client
      • Deleting a trunk group name in the Web Client
      • Viewing a trunk group name using the PC Client
      • Listing all trunk group names using the PC Client
      • Adding a trunk group name using the PC Client
      • Modifying a trunk group name using the PC Client
      • Deleting a trunk group name using the PC Client
    • Administering trunk string values in the Dictionary
      • Administering trunk string values in the Web Client
      • Administering trunk string values using the PC Client
      • Trunk string value descriptions
    • Administering VDN names in the Dictionary
      • Considerations for VDN naming
      • Adding a VDN name in the Web Client
      • Modifying a VDN name in the Web Client
      • Removing a VDN name in the Web Client
      • Viewing a VDN name using the PC Client
      • Listing all VDN names
      • Adding a VDN name using the PC Client
      • Modifying a VDN name using the PC Client
      • Deleting a VDN name using the PC Client
    • Administering vector names in the Dictionary
      • Considerations for vector names
      • Adding a vector name in the Web Client
      • Modifying a vector name in the Web Client
      • Deleting a vector name in the Web Client
      • Viewing a vector name using the PC Client
      • Listing all vector names using the PC Client
      • Adding a vector name using the PC Client
      • Modifying a vector name using the PC Client
      • Deleting a vector name using the PC Client
  • Administering call center features
    • ACD group administration
      • Considerations for administering ACD groups
      • Benefits of using ACD groups
      • Adding an ACD group in the Web Client
      • Adding an ACD to an ACD group in the Web Client
      • Deleting an ACD from an ACD group in the Web Client
      • Deleting an ACD group in the Web Client
      • Listing ACD groups using the PC Client
      • Viewing the contents of an ACD group using the PC Client
      • Adding an ACD group using the PC Client
      • Adding an ACD to an ACD group using the PC Client
      • Modifying an ACD group name using the PC Client
      • Deleting an ACD from an ACD group using the PC Client
      • Deleting an ACD group using the PC Client
    • Call work code administration
      • Considerations for call work codes
      • Adding call work codes in the Web Client
      • Removing a single call work code in the Web Client
      • Removing multiple call work codes in the Web Client
      • Viewing call work codes using the PC Client
      • Listing all call work codes using the PC Client
      • Adding call work codes using the PC Client
      • Deleting call work codes using the PC Client
    • Administration of VDN skill preferences
    • Split/skill call profile administration
      • Considerations for split/skill call profiles
      • Adding split/skill call profiles in the Web Client
      • Modifying a split/skill call profile in the Web Client
      • Removing a single split/skill profile in the Web client
      • Removing multiple split/skill profiles in the Web client
      • Viewing split/skill call profiles using the PC Client
      • Adding split/skill call profiles using the PC Client
      • Modifying a split/skill call profile using the PC Client
      • Deleting a split/skill call profile using the PC Client
    • About viewing trunk group assignments
      • Considerations for trunk group assignments
      • Viewing trunk group assignments using the Web Client
      • Viewing all trunk group assignments using the PC Client
      • Viewing a single trunk group assignment using the PC Client
      • Viewing a trunk group assignment by VDN or split using the PC Client
    • Administration of VDN assignments
      • Considerations for VDN assignments
      • Managing VDN assignments in the Web Client
      • Viewing VDN assignments using the PC Client
      • Listing VDNs associated with a vector using the PC Client
    • Administration of VDN call profiles
      • Considerations for administering VDN call profiles
      • Adding a VDN call profile in the Web Client
        • Modifying a VDN call profile in the Web Client
      • Removing an individual VDN call profile in the Web Client
      • Removing multiple VDN call profiles in the Web Client
      • Viewing a VDN call profile using the PC Client
      • Adding a VDN call profile using the PC Client
      • Modifying a VDN call profile using the PC Client
      • Deleting a VDN call profile using the PC Client
    • Administering a data summarization time zone using the PC Client
      • Data summarization time zone fields
  • Administering call center agents
    • Permissions for agent administration
    • Agent skill changes
      • Requirements and considerations for changing agent skills
      • Adding agent skills in the Web Client
      • Changing agent skills in the Web Client
      • Deleting agent skills in the Web Client
      • About changing agent skills using the PC Client
        • Changing agent skills using the PC Client
        • Changing call handling preference using the PC Client
        • Changing skills for direct agent calls using the PC Client
        • Changing the type associated with the skill using the PC Client
        • Changing the interrupt type associated with the skill using the PC Client
        • Removing skill assigned to the agent or template using the PC Client
        • Adding a skill to the agent or template using the PC Client
        • Specifying a new percent allocation using the PC Client
        • Assigning the top skill for the agent using the PC Client
        • Applying changes to multiple agents using the PC Client
        • Finishing making changes using the PC Client
        • Changing skill assignment for other agents or templates using the PC Client
    • Multi-agent skill changes
      • Considerations for multi-agent skill changes
      • Assigning a skill to multiple agents in the Web Client
      • Moving agents from one skill to another in the Web Client
      • Removing agents from a skill in the Web Client
      • Changing skills for multiple agents using the PC Client
    • Agent tracing
      • Viewing current agent trace states using the Web Client
      • Viewing current agent trace states using the PC Client
      • Activating agent tracing
      • Listing of traced agents
        • Listing agents traced using the Web Client
        • Listing agents traced using the PC Client
    • About administering splits using the PC Client
      • About changing extension split assignments
        • Before changing extension split assignments
        • Permissions required to change extension split assignments
        • Changing extension split assignments
      • Move extensions between splits
        • Before moving extensions between splits
        • Permissions required to move extensions between splits
        • Moving extensions between splits
      • About running a split members report
        • Permissions required to run a split members report
        • Running a split members report
  • Administering users and user permissions
    • Considerations for the User Permissions subsystem
    • Required permissions and example
    • User administration
      • Viewing CMS users
        • Viewing users using the Web Client
        • Viewing users using the PC Client
      • Adding a CMS user
        • Considerations for adding a CMS user
        • Adding a user from the Web Client
        • Adding a user from the PC Client
        • User data descriptions
      • Modifying CMS users
        • Considerations for modifying CMS users
        • Modifying a user from the Web Client
        • Modifying a user from the PC Client
      • Deleting CMS users
        • Considerations for deleting CMS users
        • Deleting a user from the Web Client
        • Deleting a user from the PC Client
      • Password management in the Web Client
        • Changing your password in the Web Client
        • Changing another user's password in the Web Client
    • CMS feature access
      • Considerations for administering access to CMS features
      • Managing feature access permissions in the Web Client
      • Viewing feature access permissions in the PC Client
      • Listing all feature access permissions in the PC Client
      • Modifying feature access permissions in the PC Client
    • Custom menu item assignments and access
      • Considerations for access permissions to custom menu items
      • Adding custom menu item access permissions in the Web Client
      • Modifying custom menu item access permissions in the Web Client
      • Viewing custom menu item access permissions in the PC Client
      • Listing all custom menu item access permissions in the PC Client
      • Assigning or modifying custom menu item access permissions in the PC Client
    • Access administration for splits and skills
      • Considerations for administering access to splits/skills
      • Adding split/skill permissions in the Web Client
      • Modifying split/skill permissions in the Web Client
      • Deleting split/skill permissions in the Web Client
      • Viewing split/skill permissions in the PC Client
      • Listing all split/skill user permissions in the PC Client
      • Adding split/skill permissions in the PC Client
      • Modifying split/skill permissions in the PC Client
      • Deleting split/skill permissions in the PC Client
    • Access administration for trunk group data
      • Considerations for administering access to trunk group data
      • Adding trunk group data permissions in the Web Client
      • Modifying trunk group data permissions in the Web Client
      • Deleting trunk group data permissions in the Web Client
      • Viewing trunk group data permissions in the PC Client
      • Listing all trunk group data permissions in the PC Client
      • Adding trunk group data permissions in the PC Client
      • Modifying trunk group data permissions in the PC Client
      • Deleting trunk group data permissions in the PC Client
    • ACD access permissions
      • Considerations for administering access to ACDs
      • Adding ACD access permissions in the Web Client
      • Modifying ACD access permissions in the Web Client
      • Deleting ACD access permissions in the Web Client
      • Viewing ACD permissions in the PC Client
      • Listing all ACD permissions in the PC Client
      • Adding ACD permissions in the PC Client
      • Modifying ACD permissions in the PC Client
      • Deleting ACD permissions in the PC Client
    • Vector access administration
      • Considerations for administering access to vector data
      • Adding vector access permissions in the Web Client
      • Modifying vector permissions in the Web Client
      • Deleting vector permissions in the Web Client
      • Viewing vector permissions in the PC Client
      • Listing all vector permissions in the PC Client
      • Adding vector permissions in the PC Client
      • Modifying vector permissions in the PC Client
      • Deleting vector permissions in the PC Client
    • VDN access administration
      • Considerations for administering access to VDN data
      • Adding VDN data user permissions using the Web Client
      • Modifying VDN permissions in the Web Client
      • Deleting VDN permissions in the Web Client
      • Viewing VDN permissions in the PC Client
      • Listing all VDN permissions in the PC Client
      • Adding VDN permissions in the PC Client
      • Modifying VDN permissions in the PC Client
      • Deleting VDN permissions in the PC Client
    • Access to tenant data
      • Considerations for administering access to tenant data
      • Adding tenant permissions in the Web Client
      • Modifying tenant permissions in the Web Client
      • Deleting tenant permissions in the Web Client
      • Administering access to tenant data using the PC Client
      • Tenant access operations using the PC Client
  • Administering exceptions
    • Types of exceptions
    • Exception capacities
    • Considerations for exception thresholds
    • Permissions for administering exceptions
    • About administering exception notification using the PC Client
      • Changing exception notification using the PC Client
    • Agent exceptions
      • Considerations for administering agent exceptions
      • Permissions required to administer agent exceptions
      • Administering agent exceptions in the Web Client
      • Adding agent exceptions using the PC Client
      • Modifying agent exceptions using the PC Client
      • Deleting agent exceptions using the PC Client
      • Agent exception descriptions
    • Split/skill exceptions
      • Considerations for split/skill exceptions
      • Permissions required to administer split/skill exceptions
      • Administering split/skill exceptions in the Web Client
      • Adding split/skill exceptions in the PC Client
      • Modifying split/skill exceptions in the PC Client
      • Deleting split/skill exceptions in the PC Client
      • Split/skill exception descriptions
    • Trunk group exceptions
      • Permissions required to administer trunk group exceptions
      • Administering trunk group exceptions in the Web Client
      • Adding trunk group exceptions in the PC Client
      • Modifying trunk group exceptions in the PC Client
      • Deleting trunk group exceptions in the PC Client
      • Trunk group exception descriptions
    • VDN exceptions
      • Considerations for administering VDN exceptions
      • Permissions required to administer VDN exceptions
      • Administering VDN exceptions in the Web Client
      • Adding VDN exceptions in the PC Client
      • Modifying VDN exceptions in the PC Client
      • Deleting VDN exceptions in the PC Client
      • VDN exception descriptions
    • Vector exceptions
      • Considerations for administering vector exceptions
      • Permissions required to administer vector exceptions
      • Administering vector exceptions in the Web Client
      • Adding vector exceptions in the PC Client
      • Modifying vector exceptions in the PC Client
      • Deleting vector exceptions using the PC Client
      • Vector exception definitions
    • Real-time exceptions log
      • Considerations for the real-time exceptions log
      • Viewing the real-time exceptions log using the Web Client
      • Viewing the real-time exceptions log using the PC Client
  • Managing tenant access
    • Tenancy examples
    • Prerequisite tasks for tenancy administration
    • Tenant user access restrictions
    • Working with tenant features in the Web Client
      • Adding agents to a tenant in the Web Client
      • Removing an individual agent from a tenant in the Web Client
      • Removing multiple agents from a tenant in the Web Client
      • Creating a tenant agent group in the Web Client
      • Adding agents to a tenant agent group in the Web Client
      • Removing an individual agent from a tenant agent group in the Web Client
      • Removing multiple agents from a tenant agent group in the Web Client
      • Copying a tenant agent group in the Web Client
      • Deleting a tenant agent group in the Web Client
      • Adding call work codes to a tenant in the Web Client
      • Removing an individual call work code from a tenant in the Web Client
      • Removing multiple call work codes from a tenant in the Web Client
      • Adding splits/skills to a tenant in the Web Client
      • Removing an individual split/skill from a tenant in the Web Client
      • Removing multiple splits/skills from a tenant in the Web Client
      • Adding trunk groups to a tenant in the Web Client
      • Removing an individual trunk group from a tenant in the Web Client
      • Removing multiple trunk groups from a tenant in the Web Client
      • Adding VDNs to a tenant in the Web Client
      • Removing an individual VDN from a tenant in the Web Client
      • Removing multiple VDNs from a tenant in the Web Client
      • Adding vectors to a tenant in the Web Client
      • Removing a vector from a tenant
      • Removing multiple vectors from a tenant in the Web Client
    • PC Client tenant administration sub-menus
      • Tenant Agent Assignment administrative operations
      • Tenant Agent Groups administrative operations
      • Tenant Call Work Code Assignment administrative operations
      • Tenant split/skill assignment
      • Tenant Trunk Group Assignment administrative operations
      • Tenant VDN Assignment administrative operations
      • Tenant Vector Assignment administrative operations
  • Configuring CMS system settings
    • Switch setup data
      • Considerations for viewing switch setup data
      • Viewing switch setup data in the Web Client
      • Viewing Switch Setup data using the PC Client
      • Listing all Switch Setup data using the PC Client
    • Pseudo-ACD administration
      • Considerations for administering pseudo-ACDs
      • Adding a pseudo-ACD in the Web Client
      • Deleting a pseudo-ACD in the Web Client
      • Viewing pseudo-ACDs using the PC Client
      • Adding a pseudo-ACD using the PC Client
      • Deleting a pseudo-ACD using the PC Client
    • About backing up data from a real ACD to load on a pseudo-ACD
      • Considerations for backing up data from a real ACD to load on a pseudo-ACD
      • Scenario for backing up data from a real ACD to load on a pseudo-ACD
    • About loading pseudo-ACD data
      • Considerations for loading pseudo-ACD data
      • Verifying that backup data can be read
      • Loading pseudo-ACD data in the Web Client
      • Loading pseudo-ACD data in the PC Client
    • Data storage allocation
      • Data storage allocation considerations
      • Viewing data storage allocation in the Web Client
      • Viewing Data Storage Allocation using the PC Client
      • Guidelines for modifying data storage allocation settings
        • Before modifying data storage allocation settings
        • Description of data storage allocation settings
    • About viewing free space allocation
      • Free space allocation considerations
      • Permissions required to view Free Space Allocation
      • Viewing free space allocation information in the Web Client
      • Viewing Free Space Allocation using the PC Client
      • Viewing Free Space Allocation detailed values using the PC Client
    • Storage interval administration
      • Considerations for administering storage intervals
      • Modifying storage interval settings in the Web Client
      • Managing storage interval settings in the PC Client
        • Viewing storage interval settings using the PC Client
        • Modifying the intrahour interval using the PC Client
        • Modifying the switch time zone using the PC Client
        • Modifying the data summarizing time settings using the PC Client
    • Administration of custom menu items
      • Adding a custom menu item from the Web Client
      • Modifying custom menu items using the Web Client
      • Deleting custom menu items using the Web Client
    • CMS operational states
      • Considerations for changing the CMS operational state
      • Changing the CMS operational state and master ACD in the Web Client
      • Changing the CMS operational state using the PC Client
      • Changing the master ACD using the PC Client
    • About turning data collection on and off
      • Before turning data collection on and off
      • Turning data collection on and off in the Web Client
      • Turning data collection on and off using the PC Client
    • About running data summarizing
      • Before running data summarizing
      • Running data summarizing using the Web Client
      • Running data summarizing using the PC Client
      • Administering a data summarization time zone in the Web Client
      • Administering a data summarization time zone using the PC Client
    • About External Application Status
      • Before using External Application Status
      • Permissions for External Application Status
      • Enabling or disabling the External Application Status feature
      • Viewing the states of external applications
      • Starting or stopping external applications
    • Data migration
      • Before migrating data
      • Migrating data from the Web Client
      • Migrating data using the PC Client
      • Migrate Data page descriptions
  • Maintaining CMS
    • Periodic reboot best practices
    • Data backups
      • CMSADM backups
        • Calculating data space requirements for CMSADM backups
        • Performing a CMSADM backup
      • Maintenance backups
        • Maintenance backup considerations
        • Calculating data space requirements for CMS full maintenance backups
        • Performing a maintenance backup in the Web Client
        • Doing a maintenance backup using the PC Client
        • Backup Data page descriptions
        • Common backup and restore error messages
          • CMS cannot access the specified device
          • The volume mounted is bad (corrupt)
          • The volume mounted contains CMS data that you might not want to overwrite
          • The volume mounted is the last backup volume
          • The volume mounted has errors
          • A table cannot be backed up
      • Considerations when backing up or restoring data
        • Factors that impact backup and restore times
        • Best practices for reducing backup and restore times
        • Best practices for maintaining your storage device
      • Backup file used to restore data
      • Performing a binary database backup to a network device
      • Adding a full maintenance backup timetable for an ACD in the PC Client
    • Options for restoring data
      • Before restoring data
      • Automatically restoring data in the Web Client
      • Manually restoring data in the Web Client
      • Doing an automatic restore using the PC Client
      • Doing a manual restore using the PC Client
      • Restoring the database from a binary backup
    • Backup and restore devices
      • Adding a backup and restore storage device in the Web Client
      • Modifying a backup and restore storage device in the Web Client
      • Deleting a backup/restore storage device in the Web Client
      • Viewing backup or restore devices using the PC Client
      • Listing all backup and restore devices using the PC Client
      • Adding a backup or restore device using the PC Client
      • Modifying a backup or restore device using the PC Client
      • Deleting a backup or restore device using the PC Client
    • Printer administration
      • Considerations for administering a printer
      • Adding a printer in the Web Client
      • Modifying printer options using the Web Client
      • Deleting a printer using the Web Client
      • Listing all printers using the PC Client
      • Adding a printer using the PC Client
      • Modifying printer options using the PC Client
      • Deleting a printer using the PC Client
    • Report properties
      • Before administering report properties
      • Modifying report properties using the Web Client
      • Modifying report properties from the command line interface
    • ACD connection status
      • Viewing connection status in the Web Client
      • Viewing connection status of an ACD using the PC Client
      • Listing connection status of all ACDs using the PC Client
      • Connection status descriptions
    • About viewing ACD status
      • Prerequisites for viewing ACD status
      • Viewing ACD status using the Web Client
      • Viewing ACD status using the PC Client
      • Listing ACD status using the PC Client
      • ACD status field descriptions
    • About viewing archiving status
      • Viewing archiving status using the Web Client
      • Viewing archiving status of a single ACD using the PC Client
      • Viewing archiving status of all ACDs using the PC Client
      • Archiving status field descriptions
    • Viewing firewall status information in the Web Client
    • Viewing CMS licensing information in the Web Client
    • Support for LDAP integration
      • Configuring LDAP in the command line interface
  • Using administration and maintenance reports
    • About Dictionary reports
      • Permissions required to run Dictionary reports
      • Types of Dictionary reports
        • Dictionary ACDs Report
        • Dictionary Agent Groups Report
        • Dictionary Call Work Codes Report
        • Dictionary Custom Items Report
        • Dictionary Login Identifications Report
        • Dictionary Splits/Skills Report
        • Dictionary Standard CMS Items Report
        • Dictionary Tenants Report
        • Dictionary Trunk Groups Report
        • Dictionary VDNs Report
        • Dictionary Vectors Report
      • Printing dictionary reports
      • Running an agent group members report
    • About exception reports
      • Running the Agent Exceptions by Location report using the Web Client
      • Running the Data Collection Exceptions report using the Web Client
      • Running the Malicious Call Trace report using the Web Client
      • Running the Split or Skill Exceptions report using the Web Client
      • Running the Trunk Group by Location Exceptions report using the Web Client
      • Running the VDN Exceptions report using the Web Client
      • Running the Vector Exceptions report using the Web Client
      • Running the Agent Exceptions by Location report using the PC Client
      • Running the Data Collection Exceptions report using the PC Client
      • Running the Malicious Call Trace report using the PC Client
      • Running the Splits/Skills Exceptions report using the PC Client
      • Running the Trunk Group by Location Exceptions report using the PC Client
      • Running the VDN Exceptions report using the PC Client
      • Running the Vector Exceptions report using the PC Client
    • About Trunk Group Members reports
      • Before using the Trunk Group Members report
      • Permissions required to use the Trunk Group Members report
      • Running the Trunk Group Members report using the Web Client
      • Running the Trunk Group Members report using the PC Client
    • About Vector Configuration reports
      • Before using the Vector Configuration report
      • Permissions required to use the Vector Configuration report
      • Running the Vector Configuration report using the Web Client
      • Running the Vector Configuration report using the PC Client
    • About tenant administration reports
      • Running the Tenant Agent Group Members report using the Web Client
      • Running the Tenant Agent Group Members report using the PC Client
      • Running the Tenant Agent Groups report using the PC Client
    • About maintenance reports
      • About the ACD Administration Log report
        • Before using the ACD Administration Log report
        • Permissions required to use the ACD Administration Log report
        • Running the ACD Administration Log report using the Web Client
        • Running the ACD Administration Log report using the PC Client
        • ACD Administration Log report field descriptions
      • About the Maintenance Error Log report
        • Before using the Maintenance Error Log report
        • Running the Maintenance Error Log report using the Web Client
        • Running the Maintenance Error Log report using the PC Client
        • Severity of errors
        • Maintenance Error Log messages
  • Scheduling for administration jobs
    • Setting up scheduling
    • Scheduler page descriptions
    • Customizing the maximum retention settings
  • Scripting CMS operations
    • Scripting CMS operations
      • Before you begin scripting CMS operations
      • Tasks scripts can automate
      • Interactive and automatic scripts
      • Script creation
        • Accessing scripts
        • Accessing the script options
    • Scripting options description
    • Setting user ID and password
      • Setting users procedure
    • Scripting reports
      • Creating an interactive report script
      • Creating an automatic report script
      • Creating a script to export report data
      • Creating a script to export report data as HTML
    • Scripting operational tasks
      • About scripting an input window
        • Scripting an input window
      • Scripting an action
      • Organizing scripts
    • Error and warning messages
  • Using the operating system to access CMS and manage passwords
    • CMS server login
      • Logging in to CMS from the remote console
      • Logging in to the CMS server from the virtual console
    • Administering passwords
      • Considerations for password management
      • Changing a user's password through the command line interface
      • Enabling password aging
  • Using timetables and shortcuts
    • Timetables
      • Before using timetables
      • Permissions for timetables
      • Creating and scheduling a timetable
      • Adding tasks to a timetable
      • Listing all timetables
      • Copying a timetable
      • Copying timetable tasks
      • Modifying timetable tasks
      • Editing timetables globally
      • Globally editing tasks in a timetable
      • Deleting tasks from a timetable
      • Deleting a timetable
    • Shortcuts
      • Before using shortcuts
      • Permissions for shortcuts
      • Creating a shortcut
      • Adding tasks to a shortcut
      • Running a shortcut
      • Modifying a shortcut description
      • Copying a shortcut
      • Copying shortcut tasks
      • Modifying shortcut tasks
      • Deleting shortcut tasks
      • Deleting a shortcut
  • Resources
    • Documentation
      • Finding documents on the Avaya Support website
      • Avaya Documentation Center navigation
    • Viewing Avaya Mentor videos
    • Support
      • Using the Avaya InSite Knowledge Base
  • Updating time zones
    • Updating time zones displayed to users
  • Glossary
    • abandoned call
    • abandoned call search
    • acceptable service level
    • access permissions
    • ACD
    • ACD call
    • Action List
    • active VDN calls
    • Adjunct/Switch Applications Interface (ASAI)
    • after call work (ACW)
    • agent
    • agent login ID
    • agent occupancy
    • agent position (EAS)
    • agent position (non-EAS)
    • agent role
    • agent skill
    • agent state
    • agent terminal
    • agent trace
    • AI
    • ANI
    • announcement
    • ASA
    • ASAI
    • auto-available split
    • Auto-in (AI)
    • Automatic Call Distribution (ACD)
    • Automatic Number Identification (ANI)
    • AUX
    • AUX reason codes
    • auxiliary work (AUX)
    • AVAIL
    • available (AVAIL)
    • average agent service time
    • Avaya Business Advocate
    • Avaya Interactive Response
    • Average Speed of Answer (ASA)
    • backup
    • calculation
    • call-based items
    • call-handling performance
    • call-handling profile
    • Call Prompting
    • Call Vectoring
    • Call Work Code (CWC)
    • calls carried
    • change agent skills
    • connected (CONN)
    • connected call
    • CONVERSANT
    • current
    • current interval
    • current wait time
    • custom report
    • daily data
    • data collection
    • database
    • database item
    • database tables
    • DDC
    • dequeued and abandoned (DABN)
    • designer reports
    • Dictionary
    • DID
    • Digital Subscriber Line (DSL)
    • direct agent ACD (DACD)
    • direct agent ACW (DACW)
    • direct agent calling
    • direct department calling (DDC)
    • direct inward dialing (DID)
    • DSL
    • EAS
    • entity
    • EWT
    • exception
    • exception permissions
    • expected wait time (EWT)
    • Expert Agent Selection (EAS)
    • extension call
    • flex agents
    • flexible routing
    • forced busy (FBUSY)
    • forced disconnect (FDISC)
    • Forced Multiple Call Handling (FMCH)
    • historical database
    • historical reports
    • Inbound Call Management (ICM)
    • Information Indicator (II)
    • Informix
    • Integrated Services Digital Network (ISDN)
    • interflow
    • interval ASA
    • interval-based items
    • intraflow
    • intrahour interval
    • Logical Agent
    • logout reason codes
    • Look Ahead Interflow (LAI)
    • maintenance
    • maintenance busy (MBUSY)
    • Manual-In (MI)
    • measured
    • MI
    • MIA
    • monthly data
    • Most Idle Agent (MIA)
    • Multiple Call Handling (MCH)
    • multiple split queuing
    • multi-user mode
    • name (synonym) fields
    • night service
    • nonprimary split/skill
    • Outbound Call Management (OCM)
    • phantom abandon call timer
    • percent within service level
    • previous interval
    • primary skill
    • pseudo-ACD
    • queue
    • QUEUED
    • read permission
    • real-time database
    • real-time reports
    • Redirect On No Answer
    • refresh rate
    • reserve agent
    • RINGING
    • rolling ASA
    • scripting
    • secondary skill
    • SEIZED
    • service level
    • Service Observing - Remote
    • Service Observing - VDNs
    • shortcut
    • single-user mode
    • skill
    • skill level
    • screen-labeled key (SLK)
    • split
    • staffed agent
    • standard reports
    • station
    • switch
    • timetable
    • trunk
    • trunk group
    • uniform call distribution (UCD)
    • universal call identifier (UCID)
    • UNSTAF
    • VDN of Origin Announcement (VOA)
    • VDN skill preference
    • vector
    • Vector Directory Number (VDN)
    • vector step
    • vector step condition
    • voice terminal
    • weekly data
    • write permission
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Administering Avaya Call Management System
ASA

ASA

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Last Updated : Mar 13, 2014 |
Avaya Call Management System
Administering
Supervisor
Intermediate

See Average Speed of Answer (ASA).

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