When I was working for Avaya business partner building call centers, one of the most frequent questions of my customers was: how do you copy files to and from CMS? Every time I had to go to explanations and wished I just had a tutorial I could point people to. Now, here it is.
Following my previous article, I decided to expand on this topic; I feel it may prove useful for people who don’t want to (or can’t) mess with ODBC in CMS to still have access to historical and administrative data. Here’s how to do it.
Avaya Call Management System is very good as a standalone reporting solution, but it has its drawbacks, too. Besides having very outdated architecture and performance limitations, its lack of openness for external applications was always one of the major concerns for anybody who wanted to make the most of their call center. For example, people […]
Using CMS terminal UI is easy; in some aspects it is even easier than CMS Supervisor application. There are lots of different terminal emulators out there, simple and complex, free and paid. Some require extensive learning, some do not. I will show how to use TuTTY, a freeware SSH and Telnet client software, with CMS […]
Following this discussion (link), here’s the cheap’n’simple way to do that–explained in detail.
I am continuing the topic started in previous post, regarding cheap and simple BCMS statistics usage for a call center. In this part, we will use standard Avaya Site Administration software for report collection and Apache HTTP Server for report distribution. It is not very hard to implement this and process is not too complicated […]
For many call centers out there, BCMS statistics are more than enough and there is no real need for CMS. However, BCMS per se does not store historical data for more than a week–and that’s only for summarized day data, interval data is stored only for 48 intervals, that’s only a day with half-hour interval. […]
Here’s one example of how to implement EWT announcements. I made it for one of my customers who were expecting rather a lot of their brand-new Avaya Call Center. By the time it was deployed they had awfully long waiting times in some queues and despite that, they wanted announcements as detailed as possible. This […]