Tele-Communication (Telecom) Terms Glossary and Dictionary
CMS: Call Management System
Call Management System (CMS) is a reporting package used on ACDs and PBXs made by Avaya. Avaya CMS is an optional database, administration and reporting application designed for enterprises that receive a large volume of telephone calls and have complex contact center operations. Avaya CMS provides an administrative interface to the automatic call distribution (ACD) feature of the DEFINITY Server, enabling your contact center managers to generate reports, administer ACD parameters and monitor call activities to help determine the most efficient service possible for your customers.