Is there any resources out there for learning CMS? I have a basic working knowledge, (which is to say I can pull up reports), but the key to this is UNDERSTANDING the reports printed. At my old employer, the Workforce Management department did ALL of the CMS stuff, but here, WE have to monitor it. How can I learn to use it more effectively?

Jason's company as I understand are Avaya partners and deal in CMS training.

Hi Shawn

I am assuming your in the US as your company doesn't' list a presence in the UK on their website.

I would recommend you visit (an American site) www.aucommunity.com and ask for contact details of a company able to offer a 1 day training course on understanding CMS. We would charge this at circa $1575.

I hope this helps.

Jason

PS, if you are in the UK give me a call and I will get details on our training programs in the post.

Hi Shaun

I used to use CMS extensively and then went on to work for a company that installed Avaya equipment inlcuding the CC. I have a fairly good "user" guide that I wrote which I could send you if you wanted. Also in the Avaya System documentation there used to be a Report Tree - which went through all the different categories Realtime, Hist, Integrat - then broke them down all the way to the individual items and how each one was calculated depending on the report - as you may have discovered they can vary.

You should automatically have been provided a copy of the admin documents when the sytem was installed/purchased however if you dont anymore you should talk to your maintenance provider and they should be able to help.

Not that I think there is anything wrong with training courses at all - however there is only so much you can learn....

Regards

AG

Before I go to my Company and ask them to pay $1500 to train me in Avaya CMS, I would like to look at the guide. Annabelle, Do you think you could send it to me? My email address is shawnmichael.kirkbride at 53.com I really appreciate the help.


[Mod note: I've played with the email address to prevent it being picked up by Spammers - just replace "at" with "@"]

Shawn,

Whilst fairly obvious, I can't recommend the F1 help funtion highly enough in CMS 12.0.

For any given report you run, pressing F1 brings up a context sensitive help screen for that report. This will only work for the pre-built reports (i.e it doesn't help with CMS Custom/Designer reports), but I've found it certainly helps with understanding where the information is being pulled from.

www.avaya.com/support

> user guides > call management system

You'll find all kinds of material, even selectable per release.

Kind Regards,
Mellvin Harmsen