The Avaya Call Management System provides an administrative interface to the supported Automatic Call Distribution (ACD)s. You can use CMS Supervisor to view or change the parameters related to the ACDs, call vectoring, and Expert Agent Selection (EAS) on an ACD system. An administrator can also run reports that analyze the operation of the contact centers.
For example, an administrator can:
Add or remove agents from splits or skills.
Move extensions between splits or skills.
Change split or skill assignments.
Change trunk group to split.
Change trunk group to VDN.
Change VDN-to-vector assignments.
Start an agent trace.
List the agents being traced.
Create, copy, and edit call vectors.
