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Call Management System Implementation
Taxonomy Code: TP-3350.8500-110
Programs that help nonprofit organizations, small businesses and other groups select, install and effectively use equipment that allows them to monitor, track and print reports which document the flow of calls through their system. CMS systems track call volume, the number of answered and abandoned calls, average speed of answering, average length of call and average hold time, among other things, individually by staff member or for the organization as a whole and for live calls as well as those that come in through an automated attendant. They can also produce trunk (or line handling capacity) information e.g., the total number of trunks available and the number that are busy, out of order or out of use. Distinguishing features include the length of time the system can store information, import/export capabilities and the number and type of reports the system can produce.