Avaya Call Management System (CMS) is a product used with the automatic call distribution (ACD) feature of a server. CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature. CMS also collects data on and provides an administrative interface to the Call Vectoring feature, which is available with the ACD feature on many Avaya switches.
If your company has a CMS connected to your switch and you are using the Call Vectoring feature to route calls to the messaging system, you have the option of using CMS reports to view messaging traffic data. You can use CMS reports in these circumstances because calls routed to the messaging system through call vectoring are carried on a vector directory number (VDN), which is an extension defined in the switch software. CMS collects data on VDNs and can generate reports on VDNs. Thus, CMS reports on the VDN that carries calls to the messaging system contain traffic data for the system.
The following are examples of the types of messaging data that CMS VDN reports collect:
The total number of calls to the messaging system
The average time that calls waited before being answered by the messaging system (if you are using managing split or route to split commands)
The average length of a call (average talk time) to the messaging system
The number of calls that transferred out of the messaging system
The busiest hour of the day, based on the number of calls
For more information about CMS and the data you can collect, see the Avaya Call Management System Administration document, and the Avaya Call Management System Reports document for your specific CMS release.
Note CMS also collects data about the messaging system by identifying the messaging system as a measured ACD split/hunt group. However, measuring a messaging split with CMS is not recommended because messaging split activity can significantly deteriorate the performance of CMS. The messaging split and agent data can also quickly fill CMS disk space.
In addition, CMS VDN data about the messaging system might not match the data collected in messaging traffic reports or ADAP. Calls might spend time in vector processing before actually connecting to the messaging split. CMS collects VDN data on calls during this time, but messaging does not. Additional discrepancies can exist for various reasons, including differing points at which CMS and the messaging system count answered and abandoned calls and the way calls are tracked while being rerouted through the switch.