CMS licensing

Did you know that CMS Supervisor licenses are used exactly as their name suggests, only for CMS Supervisor application instances? Yes, they are–and it means that terminal access is not limited. Teach your supervisors or managers to use that “scary text interface” and you can save your company a chunk of $$ on supervisor licenses. […]

Historical CMS reports delivered by e-mail

Following this discussion (link), here’s the cheap’n’simple way to do that–explained in detail.

Proactive contact: What is hit rate

Hit Rate is the ratio or percentage of call connects (what set to be passed to an agent based on the phone strategy) to call attempts. The Hit Rate is not controllable by the PDS/PC system as this depends on the results of the calls made (Avaya cannot control who is at home to answer […]