Avaya Call Management System (CMS) - Veterans Affairs

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General Information

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

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Description: Avaya Call Management System (CMS) is a software product for organizations that receive a large volume of telephone calls processed through the Automatic Call Distribution (ACD) feature of the Avaya Aura Communication Manager system. Avaya CMS collects call-traffic data, formats management reports, and provides an administrative interface to the ACD feature on the Communication Manager system.
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information System Security Officer (ISSO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at [email protected].
Decision: View Decisions
Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v25.5
Decision Date: 05/21/2025 at 17:33:23 UTC
Aliases: CMS
Introduced By: TRM Request
Vendor Name: Avaya
Cage Code: N/A

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