An extensive training course on Call Management System (CMS) in Washington State, presented by Cindy Lindholm, covers CMS introduction, real-time and historical reports, and advanced features. The training explains CMS and Automatic Call Distribution (ACD), their components, and essential terms like

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A problem occurs where the AEP port number is displayed as the ANI on the Agent CTI client when calls are transferred from an IVR application. This issue arises specifically when calls are transferred to a hunt group instead of a VDN. The VDN, which stands for Vector Directory Number, plays a crucia

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