CMS provides an administrative interface for supported ACDs. With CMS Supervisor, you can view or change ACD parameters, call vectoring, and Expert Agent Selection (EAS). You can also run reports to analyze the operation of your call center.

You can perform the following administrative tasks:

• Add or remove agents from splits or skills.

• Move extensions between splits or skills.

• Change split or skill assignments.

• Reassign the trunk group to split or VDN.

• Change VDN-to-vector assignments.

• Start an agent trace.

• List the agents being traced.

• Create, copy, or edit call vectors.