CMS 1

[mgj]

I have a Definity G3V8 and a CMS R3V9.

We recently outsourced our customer service dept., so we have no call center. We are however sending calls to our attendant console which looks for that skill to be logged in and if it isn't it sends the call to an auto attendant. If we changed the calls to time of day routing with the same results, attendant or auto attendant, can we lose the CMS all together? With the understanding that reports for calls to the attendant would no longer be available.

We would like to drop the CMS from our mantenance agreement and are a little fuzzy on the exact funtions of the CMS.

Thanks in advance!

 

[DAVIDPAYNE]

The CMS system is a reporting tool. You can use that tool to help plan what you will need to do to handle your call flow, but it is only useful in a call center. If you do not have a call center, then there is not much reason to keep it. You can get basic reports from your vendor, and if you have out bound call volume, I would look into a call accounting system.

 

[mgj]

I guess my question would be, does the CMS have anything to do with agent skills? If we were to just shut off the CMS would agent skills still functon?

 

[DAVIDPAYNE]

No, the CMS just reports on how calls where handled by skill, vectors, VDN’s, etc.
No control of the call’s, or the switch.
You can make changes through some of the CMS interfaces, but you can do that from the Switch.

You should be able to do away with the CMS with no problems.