RAP CMS is a business intelligence plug-in that integrates with Avaya CMS to generate customized reports using a Report Designer and allow viewing through a Report Viewer. It integrates with CMS's External Call History Interface to procure call-by-call reports along with business data. Reports can track elements like call transfers and provide overall and individual call analysis linked to business parameters. This improves efficiency by reducing costs compared to other reporting tools.

1. Report Designer & Viewer
With RAP CMS Data Bridge
RAP CMS from Acqueon is a business
intelligence plug-in to Avaya CMS from
Acqueon
Reports generated can customized by
using RAP CMS’s Report Designer and
viewed through Report Viewer
Call Management System (CMS) is an
operational effectiveness solution from
Avaya. It offers integrated analysis and
reporting of agent(s), VDNs, skills, and
single Contact Center or multiple centers
around the world.

2. RAP CMS Data Bridge
Features Sample usage
Tracking Call Transfers – screen shot
• It integrates with ECHI (External
Call History Interface) of CMS and
feeds the information to a Windows
machine, which is RAP Data Bridge.
This is designed to procure call by
call reports integrated with business
data.
• CMS can be configured to dump the
ECHI files into another machine
using ftp
• RAP CMS Data Bridge monitors this
and on receiving a new file, it parses
the same and inserts it into the
Benefits
database
• Reports are generated and viewed • Report generation and viewing made
using the RAP CMS report designer easier
and viewer • Customer behavior can be analyzed
• Call Center statistics based on business
parameters are obtained
RAP CMS Historical Report Designer
• Call Centers will be able to cut costs by
Create Custom Templates
not investing in other reporting tools –
improves overall efficiency
• Templates can be designed for a lot of
• As report generation is made easier, Call
elements from CMS
Center executives save a lot of time
• The selection criterion for individual
every time reports are generated – the
templates allows any number of
modules are designed just once
elements to be selected
• Selection criteria can be set as a
combo box, list view or a simple text About Acqueon
box for auto display of parameters
• The structure of report viewer can be Acqueon Technologies Inc specializes in
changed by creating custom folders developing products and solutions for the
Customer Interaction Management (CIM)
industry.
These products and solutions use business
logic to deliver a distinctive customer
experience by enabling organizations to not
just interact with their customers – but
relate.
Acqueon products and solutions also offer a
compelling Total Cost of Ownership (TCO),
which is further enhanced by rapid
Overall and Call By Call View deployment.
• Reports are available in tabular format Acqueon products and solutions handle
• Cradle to grave reporting for a single millions of transactions every day at multiple
customer call lined with business data sites and are implemented across various
• Standard reports using MS SQL verticals such as Banking, Insurance, Retail,
reporting engine Telecom, Healthcare, and Education among
• Generate MIS information from a others, in over 17 countries.
single database
Acqueon Technologies Inc.
100 Overlook Center, 2nd Floor, Princeton NJ 08540
Visit www.acqueon.com Tel: 1 888 946 6878, 609 945 3139; E-mail: sales@acqueon.com