CMS (Call Management Server) is an integrated analysis and reporting tool that helps contact center managers keep in touch with virtually everything that's going on within the contact center. A single instance can provide performance evaluation of a single agent to a group of agents to an entire contact center spread over multiple locations.
Server Infrastructure
Basic server performance such as processor, memory and disk utilization is displayed. Faults such as memory leaks are easily identified. The dashboard also displays the time since the last reboot, so if there is an IT policy applied to this preventative action, the status is easily seen.
Backup Status
The CMS dashboard shows the current status of the backup routines.
There are two types of backups available:
- CMSADM (Admin) backup saves all of the system data. It includes Solaris system files and programs, CMS programs and non-CMS customer data. This backup should be run at least once per month.
- Maintenance backup contains the CMS database tables. This backup should be run nightly.
For complete data recovery, both the CMSADM and Maintenance backups are required.
Note: CMS backups can be stored in VSM Continuity Manager for safe, off-site storage and easy recovery. Nightly backups can be scheduled to run automatically and store off-site in the VSM Cloud.
ACM to CMS Connectivity Status
Configuration Manager constantly looks at the architecture and how it is set up to identify the current connection configuration. It then probes the requisite components to track their health.
WFM to CMS Connectivity Status
VSM monitors the status of the data being fed to WFM applications and alerts if something goes awry. VSM’s CMS dashlet recognizes if the WFM applications is using CMS-sourced data and displays the integration status, color coded to reflect health.
