Avaya Aura™ Communication Manager Overview

CMS measurement of ATM

CMS measurement of ATM

The Call Management System (CMS) measurement of ATM feature provides the capability to externally measure ATM trunks on CMS. The CMS messages and reports are modified to support the expanded equipment location.

Dialed Number Identification Service

This feature displays, for a called party or answering position, the service or product associated with an incoming call. You administer what the system displays.

Direct agent calling

Direct agent calling lets the customer's callers automatically go directly to the same agent whenever they call for prompt, personalized service. These direct-to-the-agent calls are also included in their call center measurement statistics.

Dual links to CMS

The dual links to CMS feature provides an additional TCP/IP link to a separate CMS for full, duplicated CMS data collection functionality and high availability CMS configuration. The same data is sent to both servers, and the administration can be done from either server.

The ACD data is delivered over different network routes to prevent any data loss from such conditions as: l

ACD link failures l

CMS hardware or software failures l

CMS maintenance l

CMS upgrades

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