Avaya CMS is a software product for businesses and organizations that have an Avaya Communication Manager system and receive a large volume of telephone calls that are processed through the Automatic Call Distribution (ACD) feature. Avaya CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the Communication Manager system.
A CMS administrator accesses the CMS database, generates reports, administers ACD parameters, and monitors call activities to determine the most efficient service for the calling customers.
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