Avaya Call Management System (CMS) is a software product designed for businesses and organizations that handle a high volume of telephone calls through the Automatic Call Distribution (ACD) feature of the Avaya Aura® Communication Manager system. CMS helps you collect call traffic data, format management reports, and access the ACD feature through an administrative interface.
CMS runs on the Red Hat Enterprise Linux (RHEL) operating system and uses system utilities to communicate with terminals and printers, log errors, and run processes. It uses the Informix database management system to interface with the CMS historical database.
CMS stores ACD data in real-time and historical databases:
Real-time database: Includes tables for current and previous intrahour interval data. You can configure the storage interval to 15, 30, or 60 minutes.
Historical database: Includes tables for intrahour, daily, weekly, and monthly data. The historical database can store:
Up to 370 days of intrahour data
Up to 1825 days (5 years) of daily data
Up to 520 weeks (10 years) of weekly data
Up to 120 months of monthly data
CMS offers two options to ensure data resiliency in contact center environments:
High Availability (HA) CMS: Provides data redundancy. You can configure HA if you have two CMS servers, one as the primary and the other as the secondary.
Note:
The primary and secondary servers can run on the same or different hardware platforms.
Survivable CMS: Supports business continuity in multi-location contact centers. It ensures continued operation at the controlling site during a disaster.
You can use the CMS Supervisor Web Client and PC Client interfaces to monitor contact center performance and activity. With CMS Supervisor, you can do the following:
Track real-time metrics such as abandoned calls, average hold time, and queue length.
