Instruction manual

Understanding Automatic Call Distribution
Issue 3 July 2001
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call center
Selecting a call management system
Avaya provides management systems for the call centers that
need more detailed and flexible reporting. These applications are
optional. Contact your Avaya representative for more
information.
Basic Call
Management System
(BCMS)
BCMS runs on the switch. With BCMS, you can print
reports to a printer connected to your terminal, or schedule
reports to print on the system printer.
BCMS Vu BCMS Vu software runs on a PC with Windows 95 or
Windows NT. BCMS Vu takes BCMS data and stores it on
a PC. Users can run real-time and historical reports and
export data to other applications such as spreadsheets.
VuStats VuStats runs on the switch. An administrator, split
supervisor, or agent uses VuStats to view BCMS data on a
display telephone.
CentreVu CMS CentreVu CMS is a large, multi-faceted reporting system
that runs on a Sun SPARC server or Sun Enterprise
workstation. CentreVu CMS can measure more aspects of
switch performance and produce a greater variety of
reports than any of the other 3 products. CMS also allows
streamlined ACD administration.