Using Proactive Outreach Manager

Release 3.0.5
Issue 1
February 2017
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 Contents

Chapter 1: Introduction.......................................................................................................... 14
Purpose................................................................................................................................ 14
Warranty............................................................................................................................... 14
Chapter 2: New in this release............................................................................................... 15
Chapter 3: POM home page field descriptions.................................................................... 16
Chapter 4: Agents, agent states, call states, and job states.............................................. 21
Chapter 5: User management................................................................................................ 28
About roles........................................................................................................................... 28
Adding users......................................................................................................................... 33
Changing users..................................................................................................................... 33
Adding a new role.................................................................................................................. 34
Deleting roles........................................................................................................................ 34
Chapter 6: Licensing.............................................................................................................. 36
Licensing page field descriptions............................................................................................ 36
POM License Settings page field descriptions.......................................................................... 37
Editing POM License Settings................................................................................................ 37
Chapter 7: Campaigns ........................................................................................................... 39
About campaigns.................................................................................................................. 39
2 way SMS and e-mail campaigns.......................................................................................... 42
Configuring the SMS delivery and CAV for 2 way SMS campaigns............................................ 42
Configuring custom SMS application....................................................................................... 43
Configuring the email delivery and CAV for 2 way email campaigns........................................... 44
Configuring custom Email application...................................................................................... 44
Campaign Manager page field descriptions............................................................................. 45
Create campaign page field description................................................................................... 48
Campaign Manager-Associate rules page field description....................................................... 48
Associating rules with a campaign.......................................................................................... 49
Removing rules associated with a campaign............................................................................ 50
Define campaign page field descriptions................................................................................. 50
Media Servers and Media Specific Parameters page field descriptions...................................... 51
Record Selection and Sort Criteria page field descriptions........................................................ 53
Completion code association page field descriptions................................................................ 56
Associate Address page field descriptions............................................................................... 56
Finish Criteria page field descriptions...................................................................................... 56
Processing Parameters page field descriptions........................................................................ 58
Campaign Creation Wizard - Summary page field descriptions.................................................. 60
Save campaign as page field descriptions............................................................................... 60
Manage Campaign Schedules page field descriptions.............................................................. 61
Schedule creation page field description................................................................................. 62

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Creating a campaign (defining a campaign)............................................................................. 64

Creating a campaign (specifying the media server and media specific parameters).................... 65
Creating a campaign (defining record selection and sort criteria)............................................... 66
Creating a campaign (associating completion codes)............................................................... 67
Creating a campaign (associating addresses).......................................................................... 68
Creating a campaign (finish criteria)........................................................................................ 68
Creating a campaign (processing parameters)......................................................................... 69
POM ports and licenses......................................................................................................... 70
Chapter 8: Legal compliance requirements administration............................................... 74
Chapter 9: Rule Editor............................................................................................................ 79
Rule Editor............................................................................................................................ 79
Creating a rule...................................................................................................................... 80
Create Rule page field descriptions......................................................................................... 81
Rules page field description................................................................................................... 86
Global Rule Default Order page field description...................................................................... 87
Display campaigns associated for rule page field description.................................................... 87
Chapter 10: Campaign attributes.......................................................................................... 88
About campaign attributes...................................................................................................... 88
Manage campaign attribute page field descriptions.................................................................. 88
Add new campaign attribute page field descriptions................................................................. 89
Adding new campaign attribute............................................................................................... 89
Edit campaign attribute page field descriptions........................................................................ 89
Editing a campaign attribute................................................................................................... 90
Deleting a campaign attribute................................................................................................. 90
Chapter 11: Agent address book........................................................................................... 91
About agent address book..................................................................................................... 91
Manage agent address book page field descriptions................................................................ 91
Manage address book customer record list page field descriptions............................................ 92
New contact page field descriptions........................................................................................ 94
Multiple contacts page field descriptions.................................................................................. 94
Adding address book entry..................................................................................................... 95
Adding multiple entries to address book.................................................................................. 95
Edit contact page field descriptions......................................................................................... 96
Editing address book entry..................................................................................................... 96
Deleting address book entry................................................................................................... 96
Chapter 12: Agent scripts...................................................................................................... 97
About agent scripts................................................................................................................ 97
Manage agent scripts page field descriptions........................................................................... 98
Creating agent scripts.......................................................................................................... 101
Working with the editor for adding or editing Native type agent scripts..................................... 102
Chapter 13: Agent attributes................................................................................................ 105
Agent attributes................................................................................................................... 105

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Manage an agent attribute page field descriptions.................................................................. 105

Add new agent attribute field descriptions.............................................................................. 106
Adding a new agent attribute................................................................................................ 106
Edit an agent attribute page field descriptions........................................................................ 106
Editing an agent attribute..................................................................................................... 107
Deleting an agent attribute................................................................................................... 107
Chapter 14: Completion codes............................................................................................ 108
About completion code........................................................................................................ 108
Completion codes page field descriptions.............................................................................. 121
Add completion code page field descriptions......................................................................... 123
Adding completion code....................................................................................................... 124
Add multiple completion codes page field descriptions........................................................... 124
Adding multiple completion codes......................................................................................... 125
Edit Completion Code page field descriptions........................................................................ 125
Editing completion code....................................................................................................... 126
Deleting completion code..................................................................................................... 126
Chapter 15: Campaign strategies........................................................................................ 128
About campaign strategies................................................................................................... 128
Campaign strategies page field descriptions.......................................................................... 130
Save campaign strategy as page field description.................................................................. 132
Campaign strategy editor page field description..................................................................... 132
Notification Text................................................................................................................... 133
Text Item............................................................................................................................. 134
Handler.............................................................................................................................. 135
Call.................................................................................................................................... 137
Selector.............................................................................................................................. 143
Conditions (under Selector node).......................................................................................... 143
Condition (under Selector node)........................................................................................... 144
Restrictions......................................................................................................................... 144
Restrict............................................................................................................................... 148
Custom restrict.................................................................................................................... 151
Exception........................................................................................................................... 151
Override............................................................................................................................. 152
Exception........................................................................................................................... 153
Address.............................................................................................................................. 154
Sender's Address................................................................................................................ 155
Condition............................................................................................................................ 155
ResultProcessors................................................................................................................ 156
Result................................................................................................................................. 157
Call Result Custom node............................................................................................... 158
Custom result node under Application node of SMS, Email, and Custom........................... 159
Application.......................................................................................................................... 160
Agent................................................................................................................................. 160

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Avaya Notify....................................................................................................................... 161

Avaya Agent....................................................................................................................... 161
Custom action node............................................................................................................. 162
Url...................................................................................................................................... 163
Retry.................................................................................................................................. 164
SMS................................................................................................................................... 166
Mail.................................................................................................................................... 168
Custom............................................................................................................................... 170
Custom Mail action........................................................................................................ 171
Custom SMS action....................................................................................................... 171
Attachment......................................................................................................................... 172
Creating campaign strategy using template........................................................................... 173
Creating a campaign strategy from scratch............................................................................ 173
Creating a completed campaign strategy from draft state........................................................ 174
Creating a campaign strategy in a template state................................................................... 174
Creating a campaign strategy from a system template............................................................ 174
Creating a campaign strategy in draft state............................................................................ 174
Creating a campaign strategy for a call handler...................................................................... 175
Creating a campaign strategy for an email handler................................................................. 176
Creating a campaign strategy for an SMS handler.................................................................. 176
Creating time-based call campaign strategy.......................................................................... 177
Creating time-based SMS campaign strategy........................................................................ 178
Creating time-based email campaign strategy........................................................................ 178
Creating a skill based call campaign strategy......................................................................... 179
Creating skill-based SMS campaign strategy......................................................................... 181
Creating skill-based email campaign strategy........................................................................ 182
Creating a cruise control campaign strategy.......................................................................... 183
Creating expert call ratio campaign strategy.......................................................................... 184
Creating preview campaign strategy..................................................................................... 185
Creating progressive campaign strategy................................................................................ 186
Creating a campaign strategy from multiple addresses retry template...................................... 187
Creating a campaign strategy from multiple channel selector template..................................... 188
Importing campaign strategy................................................................................................ 189
Exporting campaign strategy................................................................................................ 189
Editing a campaign strategy................................................................................................. 189
Deleting a campaign strategy............................................................................................... 190
Chapter 16: Campaign restrictions..................................................................................... 191
About campaign restrictions................................................................................................. 191
Campaign restrictions page field descriptions........................................................................ 191
Chapter 17: Contact lists...................................................................................................... 193
About contact lists............................................................................................................... 193
Contact lists page field descriptions...................................................................................... 194
Excluded contacts page field descriptions............................................................................. 196

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Exclusion Filter Criteria page field descriptions...................................................................... 197

Excluding contacts from a contact list.................................................................................... 198
Marking contacts as Callable................................................................................................ 199
Zone filter page field descriptions.......................................................................................... 200
Add new contact list page field descriptions........................................................................... 200
Adding a new contact list..................................................................................................... 200
Edit contact list page field descriptions.................................................................................. 201
Adding contacts to a contact list............................................................................................ 201
Deleting contacts from contact list......................................................................................... 202
Upload contacts page field descriptions................................................................................. 202
Run data source page field descriptions................................................................................ 205
Uploading data from file....................................................................................................... 205
Contact browser page field descriptions................................................................................ 206
Add contact page field descriptions....................................................................................... 208
Edit contact information page field description....................................................................... 209
About contact data source.................................................................................................... 210
Data source information page field descriptions..................................................................... 211
Manage data sources page field descriptions........................................................................ 214
Manage data source schedules page field descriptions.......................................................... 215
Schedule creation page field descriptions.............................................................................. 216
Edit data source information page field descriptions............................................................... 217
Add import data source wizard step 1 page field descriptions.................................................. 221
Add import data source wizard step 2 (file import) page field descriptions................................ 222
Add import data source step 2 (database import) page field descriptions................................. 224
Add import data source wizard step 3 (database import) page field description......................... 224
Add import data source wizard step 4 (database import) page field descriptions....................... 225
Add import data source wizard step 2 (custom import) page field descriptions.......................... 225
Contact list - Organization association page field descriptions................................................. 226
Contact list - Attributes association page field descriptions...................................................... 226
Associating a contact list...................................................................................................... 227
Associating attributes with contact lists.................................................................................. 227
Deleting a contact list........................................................................................................... 227
Emptying a contact list......................................................................................................... 228
Chapter 18: Attributes.......................................................................................................... 229
About attributes................................................................................................................... 229
Attribute page field descriptions............................................................................................ 231
Detail attribute page field descriptions................................................................................... 236
Edit attribute page field descriptions...................................................................................... 237
Add new attribute page field descriptions............................................................................... 237
Attribute organization association page field descriptions........................................................ 240
Add multiple attributes page field descriptions........................................................................ 240
Generate CSV template description...................................................................................... 243
Adding attributes................................................................................................................. 243

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Contents

Adding multiple attributes..................................................................................................... 244

Editing attributes................................................................................................................. 244
Deleting attributes............................................................................................................... 245
Supported languages........................................................................................................... 246
Supported time zones.......................................................................................................... 246
Chapter 19: Do Not Call (DNC) lists.................................................................................... 265
Do Not Call lists.................................................................................................................. 265
Add multiple DNC addresses................................................................................................ 266
Run DNC data source page field descriptions........................................................................ 266
DNC list details page field descriptions.................................................................................. 267
Add address to DNC page field descriptions.......................................................................... 267
Manage DNC list data sources page field descriptions........................................................... 268
Import DNC data source information page field descriptions................................................... 269
Manage DNC import data source schedules page field descriptions........................................ 270
Schedule creation page field descriptions.............................................................................. 270
Add DNC data source page field descriptions........................................................................ 272
Adding DNC data source..................................................................................................... 273
Edit DNC data source information page field descriptions....................................................... 274
Add address to DNC page field descriptions.......................................................................... 275
DNC registered contact details page field descriptions........................................................... 275
Chapter 20: POM servers .................................................................................................... 277
About POM server............................................................................................................... 277
POM servers page field descriptions..................................................................................... 279
Add POM server page field descriptions................................................................................ 280
Adding POM server............................................................................................................. 280
Edit POM Server page field descriptions............................................................................... 281
Editing POM server............................................................................................................. 282
Deleting POM server........................................................................................................... 283
POM global settings page field descriptions........................................................................... 284
Voice server page field descriptions...................................................................................... 285
Edit voice server page field descriptions................................................................................ 286
Editing Voice Server............................................................................................................ 286
POM manager field descriptions........................................................................................... 287
Starting the POM server....................................................................................................... 287
Stopping the POM server..................................................................................................... 288
Chapter 21: POM zone configuration.................................................................................. 289
Manage POM zone configuration page field descriptions........................................................ 289
POM zone licenses.............................................................................................................. 290
Manage POM zone licenses page field descriptions......................................................... 290
Chapter 22: Configurations.................................................................................................. 293
About global configurations.................................................................................................. 293
Manage global configuration page field descriptions............................................................... 293
Configuring POM for securing the calls over SRTP................................................................ 302

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Chapter 23: Purge schedules.............................................................................................. 304

Purge schedule configuration page field descriptions............................................................. 304
Purging campaign data........................................................................................................ 304
Purging import data............................................................................................................. 305
Chapter 24: Phone formats.................................................................................................. 306
About phone formats, reject patterns, time zone area code mapping, and dialing rules............. 306
Manage country specific setting page field descriptions.......................................................... 308
Manage Phone Number Reject Patterns page field description............................................... 308
Add phone reject pattern page field descriptions.................................................................... 309
Adding phone reject pattern................................................................................................. 310
Add country page field descriptions....................................................................................... 310
Adding country.................................................................................................................... 311
Edit phone number parameters page field descriptions........................................................... 311
Editing phone number parameters........................................................................................ 311
Manage global phone reject pattern page field descriptions.................................................... 312
Add global phone number reject pattern................................................................................ 312
Adding global phone number reject pattern............................................................................ 313
Edit global phone number reject pattern page field descriptions.............................................. 314
Editing global phone number reject pattern............................................................................ 314
Edit phone number reject pattern page field descriptions........................................................ 315
Editing phone number reject pattern..................................................................................... 316
Time zone area code mapping page field descriptions............................................................ 316
Add time zone page field descriptions................................................................................... 317
Adding time zone................................................................................................................ 318
Edit time zone area code mapping page field descriptions...................................................... 319
Editing time zone area code mapping................................................................................... 320
Phone starting digits for time zone page field descriptions...................................................... 320
Editing the phone starting digits for time zone........................................................................ 321
Dialing rule page field descriptions........................................................................................ 321
Add dialing rule page field descriptions................................................................................. 321
Adding dialing rule............................................................................................................... 322
Edit dialing rule page field descriptions.................................................................................. 323
Editing dialing rule............................................................................................................... 323
Phone starting digits for dialing rule page field descriptions..................................................... 324
Editing phone starting digits for dialing rule............................................................................ 324
Examples........................................................................................................................... 324
Default phone number reject patterns for countries................................................................ 327
Chapter 25: CC Elite configurations................................................................................... 329
Configure CTI setup details, CMS setup details, and POM skills page field descriptions............ 329
Add CTI details page field descriptions.................................................................................. 332
Edit CTI details page field descriptions.................................................................................. 333
Add CMS Connectivity and Roles page field descriptions....................................................... 333
Edit CMS connectivity and role page field descriptions........................................................... 334

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Contents

Create POM skills page field descriptions.............................................................................. 334

Edit POM skills page field descriptions.................................................................................. 336
Enabling TLS1.0, TLS1.1, and TLS1.2 for AES, SDK, and CCMA........................................... 337
Chapter 26: AACC configuration page field descriptions................................................. 339
Chapter 27: POM monitor..................................................................................................... 340
About POM monitor............................................................................................................. 340
Active campaigns page field descriptions.............................................................................. 340
Active data imports page field descriptions............................................................................ 342
Active DNC import page field descriptions............................................................................. 342
Active agents page field descriptions.................................................................................... 343
Inbound skills page field descriptions.................................................................................... 347
License summary page field descriptions.............................................................................. 348
Campaign detail view page field descriptions......................................................................... 348
Multiple campaign summary page field descriptions............................................................... 355
Data import details view page field descriptions..................................................................... 357
DNC import details view page field descriptions..................................................................... 358
User preferences page field descriptions............................................................................... 359
Monitor settings page field descriptions................................................................................. 360
Dynamic filtering and sorting................................................................................................ 370
Filtering and sorting records dynamically............................................................................... 371
Job Parameters page field description................................................................................... 372
Adding contact list to a running campaign.............................................................................. 374
Removing contact list from a running campaign..................................................................... 375
Zone settings on POM Monitor............................................................................................. 375
Runtime parameters field descriptions................................................................................... 375
Chapter 28: Audit Log Viewer page field descriptions...................................................... 383
Chapter 29: Campaign pacing............................................................................................. 385
Reset Cruise Control Pacing Parameters.............................................................................. 393
Chapter 30: POM shipped applications.............................................................................. 395
Chapter 31: Resources......................................................................................................... 399
Resources.......................................................................................................................... 399
Documentation.............................................................................................................. 399
Training........................................................................................................................ 402
Viewing Avaya Mentor videos......................................................................................... 403
Support........................................................................................................................ 403
Appendix A: Call flows......................................................................................................... 405
Customer call...................................................................................................................... 405
Agent Nailup Call................................................................................................................ 406
Preview campaign or Agent Redial....................................................................................... 406
Progressive campaign......................................................................................................... 407
Internal consult transfer....................................................................................................... 409
Internal conference transfer.................................................................................................. 411

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 Contents

External transfer from a Consult........................................................................................... 413

External transfer from a conference...................................................................................... 415

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Chapter 1: Introduction

Purpose
This document describes the general information about and procedures for using Avaya Proactive
Outreach Manager.
Intended Audience
This document is intended for users who are responsible for using Avaya Proactive Outreach
Manager.

Warranty
Avaya Inc. provides a 90-day limited warranty on Proactive Outreach Manager. Refer to your
sales agreement or other applicable documentation to establish the terms of the limited warranty.
In addition, Avaya’s standard warranty language as well as details regarding support for Proactive
Outreach Manager, while under warranty, is available on the support Web site at http://
www.avaya.com/support.

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Chapter 2: New in this release

In POM 3.0.5, the following behavior has been enhanced:

• Rule Editor: In previous release, rules were not evaluated for contacts dialed using Agent
Desktop. In current release, the rules are evaluated for contacts that are dialed using Agent
Desktop. You can also configure rules for an attempt made on external number.
• Added a configuration to secure calls over SRTP.
• Added the following call flows:
- Customer call
- Agent Nailup call
- Preview campaign or Agent Redial
- Progressive campaign
- Internal consult transfer
- External transfer from a conference

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Chapter 3: POM home page field
descriptions

Use this page to customize the view for the POM Home page. You can specify and customize
POM Home page to display selected views, set page auto refresh rate, change display layout, and
the view skins.
Note:
Depending on the user role and the privileges assigned for campaigns, contact lists, agent
monitor view, and all favorite links, the system displays the POM Home page views. The POM
Home page restricts the organization level data for campaigns, contact list counts. You might
need to refresh the POM Home page to display the complete data on the home page. If you
are using Internet Explorer 11.0, add the Web URL of the primary POM server in the
Compatibility View Settings option of Internet Explorer.
Field or Button Description
Customize Users View: Use to customize POM Home page to display selected views, set page auto
refresh rate, change display layout, and the view skins.
Select View You can choose to display the number of views to see on the home page. You can
select one or more from the following:
• Campaigns
• Contact List
• Agents
• Favorites
Auto Refresh Rate Use to specify the auto refresh rate for the page in seconds. Depending on the
value you specify here, the system refreshes the home page at that interval. You
can set a minimum value of 3 seconds. Avaya recommends you set the value to 10
seconds.
When you login to POM system from the Web interface for the first time, the system
displays the agent details as 0 (zero). The system displays the agent details after
the first poller interval.
Select Skin Type You can choose the skin type as either Simple Skin or Standard Skin.
Change Layout Use to change the layout as either Single Column or Two Column.
Save Use to make the changes permanent.
Table continues…

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 Field or Button Description
Customize Campaigns View: Use to customize campaign views by selecting campaign state and the date-
time period. Campaign view shows the selected items. In the Campaign view, an item represents with Count
of resulted query and Label you give. You can click count (number) of result. For Running / Paused state
campaign items, the campaign view opens POM Monitor – Multiple Campaign Summary Details. For
Campaign Scheduled, the campaign view shows a pop-up window with detail of information.
Add Item Use to specify a date, state, and a label to add an item to the display.
Display Text Use to specify a name for the item you choose to add.
Campaign State Use to specify the campaign state to choose filter the view. You can choose the
state as:
• Running
• Paused
• Completed
• Scheduled
Select Date You can choose to select the period from which to display the records. You can
specify values as either:
• Between: Specify a Start Date and End Date
• Predefined Values: You can define the values from:
- All
- Today
- Yesterday
- Tomorrow
- This Week
- Next Week
- Last Week
- This Month
- Next Month
- Last Month
Add Use to add the item.
Displayed Items: Campaign View displays these items. At a time you can choose maximum 5 items to
display. You can choose to Show, Hide, or Delete item from Campaign View.
You can show, hide, or delete the following items:
• Campaign(s) started today and in running state
• Campaign(s) in completed state for today
• Campaign(s) started today and in paused state
• Campaign(s) scheduled today
Table continues…

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POM home page field descriptions

Field or Button Description

Save Use to save the Campaign View.
Customize Contact List View: Use to customize contact list views by selecting state and the date-time
period. Contact List view shows the selected items. In the Contact List View, an item represents with Count
of resulted query and Label you give. You can click count (number) of Contact List(s) Update Scheduled
which show a pop-up window with detail of information.
Add Item Use to specify a date, state, and a label to add an item to the display.
Display Text Use to specify a name for the item you choose to add.
Contact List State Use to specify the campaign state to choose filter the view. You can choose the
state as:
• Running
• Paused
• Completed
• Scheduled
Select Date You can choose to select the period from which to display the records. You can
specify values as either:
• Between: Specify a Start Date and End Date
• Predefined Values: You can define the values from:
- All
- Today
- Yesterday
- Tomorrow
- This Week
- Next Week
- Last Week
- This Month
- Next Month
- Last Month
Add Use to add the item.
Displayed Items: Contact Lists View displays these items. At a time you can choose maximum 5 items to
display. You can choose to Show, Hide, or Delete item from Contact List View.
You can show, hide, or delete the following items:
• Contactlist(s) updates started today and running state
• Contactlist(s) updates completed today.
• Contactlist(s) updates started today and paused state
• Contactlist(s) updates scheduled today
Table continues…

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 Field or Button Description
Contact List View does not show the entries for deleted or emptied contact list, when you empty the contact
list using the Empty Contact List on the Contact List page.
Save Use to save the Campaign View.
Customize Agent Details View: Use to customize the agent views by selecting agent details and agent
state. Agent View shows the selected items. In the Agent view, an item represents with Count of resulted
query and Label provided by user. User can click count (number) of result which opens POM Monitor (Active
Agent View)
In the Agent view, if user clicks on count (number) of Agent Details following data displayed in a pop-up:
Logged In Agents
Inbound Agents
Outbound Agents
Agents in ready state and not assigned jobs.
Agents in not ready state and not assigned jobs.
Agents in ready state and assigned jobs.
Agents in not ready state and assigned jobs.
You can click count (number) of result which opens POM Monitor (Active Agent View).

Note:
If the agent count exceeds 800 agents assuming the agent ID is 8 character long, the system disables
link on the number of agents. You cannot navigate to the POM Monitor using the link. After the number
of agents decreases, the system enables the link automatically and you can use the link to navigate to
the POM Monitor.
Add Item Use to specify a date, state, and a label to add an item to the display.
Display Text Use to specify a name for the item you choose to add.
Select Agent Use to select the agent based on either the ID or the extension. The system
displays another list from where you can choose the ID or the extension.
Agent State Use to select the agent state. You can choose one of the values from:
• Ready
• Busy
• After Call Work
• Not Ready

Note:
The Not Ready state on POM Home page also includes the Pending Not
Ready agents.
Save Use to save the Agent View.
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POM home page field descriptions

Field or Button Description

Customize Favorites View: Use to show or hide the Favorite links. You can choose to display one or more
of the following links:
• Agent Address Book
• Contact List
• DNC List
• Completion Codes
• Campaign Restrictions
• POM Settings
• POM Manager
• Global Phone Number Reject Patterns

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Chapter 4: Agents, agent states, call states,
and job states

Agents
An agent is a person who handles incoming or outgoing calls for a business. A contact center agent
might handle account inquiries, customer complaints, or the support issues.
POM manages the agents by implementing a state machine for each agent. Through Agent APIs,
POM also provides a way to login these agents. When an agent logs in to POM, POM stores the
logged in agent and manages the agent lifecycle through an agent session. The system creates an
agent session when an agent logs in and ends when the agent logs out. In one agent session, the
agent can either get attached to various agent-based campaigns or can serve inbound calls as a
blended agent. POM Monitor facilitates the administration and management of these agents.
Through POM Monitor, administrator cannot only view the current statistics of an agent, but can also
control the agent statistics.
You can view different agent properties through the POM Monitor. The important properties are
agent skills, zone, time-zone, locale, and agent extension and agent states. Apart from agent states,
it specifies the other properties in Login command, which marks the beginning of an agent session,
while the agent states are runtime property and you can view on POM Monitor and managed by
POM.
Agent’s state is a collection of sub states that include Agent State, Call State, and Job State. Agent
State includes Ready, Not Ready, Pending Not Ready, Logout, Busy, Work Not Ready, Unknown
states. Agent state indicates whether an agent is working or idle. Call state includes Idle, Talking,
Callback, Conference Owner, Conference Passive, Consult, Preview, Wrapup. Job State can be Job
Attached, Job Detached, Job End, Pending Inbound, Job Inbound, Pending Manual Inbound,
Pending Job Movement, Pending Job Attach.
Agent states
• Ready: When an agent logins and sends Ready command from desktop, POM puts the agent
in Ready state. The agent is available to take calls. If an agent is attached to a campaign and
contacts in that campaign are there, POM connects calls to such agents.
• Pending Not Ready or Not Ready: When an agent sends a NotReady command from agent
desktop, POM puts the agent into Not Ready state. On getting request from desktop POM can
move that agent to not ready state. The agent is unavailable to take calls. On receiving this
command from desktop, POM makes sure that it excludes this agent from available agent pool
and it does not give further calls to the agent. An agent can send this command anytime, so if
the agent is already busy with a customer call, POM puts such agent in Pending Not Ready
state. When the agent’s current work is over, it moves the agent to Not Ready state. However,
through this command an agent can also change the reason for going to Not Ready state.
Issuing this command in Not Ready state with new reason code can change the reason of the

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Agents, agent states, call states, and job states

Not Ready state. Agent desktop can send request to move an agent to Not Ready state with
walkaway status if agent is not doing any activity on desktop. In such case POM generates a
major alarm P_POMAGT16. For more information about the alarm, see Troubleshooting
Proactive Outreach Manager.
• Log Out: When an agent sends Logout command from desktop , POM puts the agent in the
logout state. POM permits only Not Ready agents to logout. However, under some
circumstances POM also permits a pending logout of an agent through Pending Logout
command. This command is for integrated desktops that can communicate with contact center.
If such desktops find that the agent does not have any outbound skills, then such desktops can
send this command to logout the agent.
• Busy: This state indicates that an agent is interacting with the customer. In this state, the agent
call states can be either Talking, Dialing, Preview, ConferenceOwner, ConferencePassive,
Consult, or Callback.
• Work Not Ready: When an agent or the customer ends up a customer call, agent wants to
update customer call information in to system. An agent can do this when the agent is in
wrapup state. When the customer call ends, either by the agent or by the customer, POM puts
the agent in Wrapup and Work Not Ready state. If nailing of an agent drops while the agent
was Busy, then also agent goes into Wrapup and Work Not Ready state. For more information
about nailing, see Proactive Outreach Manager Overview and Specification Guide.
Agent call states
Agent call states broadly represent the states in which the customer contacts the agent. The
different call states are:
• Idle: This state represents that agent is available for POM system to connect with customer
call.
• Preview: This state represents that the POM system has offered a preview of customer data to
agent and agent can be in next possible states as either Dialing or Wrapup, that depends on
whether agent accepts or rejects the customer preview. POM receives the Preview Dial
command when the agent accepts the preview in desktop, while Preview Cancel command is
sent when agent cancels to dial the customer using offered preview.
• Callback: This state represents the agent has a preview of customer data who has requested a
callback. Similar to preview state it also has the same set of next state as either Dialing or
Wrapup. You can send Preview Dial and Preview Cancel commands after this state from the
agent desktop depending on whether agent decide to dial the customer or reject the preview
respectively.
POM server can send time in UTC (yyyy/MM/dd HH:mm) in pending callback notification, if the
UTC is set in TimeZonePendingCallbackDueTime parameter of pim_config table. The query to
update this parameter is
update pim_config set config_value='UTC' where
config_name='TimeZonePendingCallbackDueTime'
The existing functionality in which POM sends the due time as per the POM server time zone is
the default behavior, and works as it is to maintain backward compatibility.
Earlier, the skill information was refreshed from Communication Manager when an agent was
attached to the job. Any request to refresh the skill would take time to reflect depending on
Communication Manager work load. In the current release of POM, we do not refresh the skill
information while attaching an agent to a job. If the agent skill information changes, the agent
needs to logout and login again for the changes to take effect.

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 Earlier for agent type of callback, the list of agents was fetched from Communication Manager.
In the current release of POM, we fetch the list of agents from POM database cache. In case of
fresh install or upgrade, when the agent logs in for the first time, the agent can view the skill
information and other details of all agents who are logged in at that point of time for callback.
• Talking: This state tells that the agent is on the call with the customer. While agent is in Preview
or Callback states, and decides to dial the customer and customer picks up the call, then agent
goes into Talking state. In Progressive or Cruise Control type of campaigns the agent directly
goes into Talking state from Idle state. In such campaigns, the system launches the call and
after detecting a live voice, the system connects the agent with the call. POM displays the
Talking state as Call Connect.Agent Activity Details report. An agent can also choose to redial
a customer call in the Wrapup state. If the call succeeds, POM again puts the agent in Talking
state. In this case, it displays the Talking state as Call Connect in the POM Agent Activity
Details report.
• Hold: This state displays when the agent has put the customer call on hold. The agent can
send a Hold Call command from desktop to put a customer call on hold. When customer call is
on hold, the system plays the application configured in campaign strategy for hold. The agent
can also send a Unhold command from desktop to unhold the customer call. The unhold
command changes the agent state from Hold to Talking. The system stops playing the hold
application. When the agent is a ConferenceOwner of a conference, the agent can put the
customer call on Hold. This situation is similar to Consult where the agents can talk with each
other while the customer is on hold.
• Consult: Consult is the state when agent talking with customer tries to consult another agent or
external party for consultation. An agent can send Consult command from desktop to initiate a
consult. If the other agent is already busy with a customer call, the agent gets a pending
consult request. POM makes sure that it gives this pending consult to the agent when agent
finishes the current work. At most an agent can have maximum of two pending consults
request while agent is busy with other customer call. If the other agent is in Idle state then it
directly takes the agent to a Consult state. During an active consult, customer call is on hold
and hold music is played.
With the aid of this pending consult notification other agent gets to learn about a pending
activity. The agent then can either expedite up the current call or can reject the pending consult
request.
The agent manager cannot identify passive agent nailing. The owner agent of the consult or
conference can release the passive agent from the conference if the nailing drops. When
passive agent loses nailing, the owner agent knows as the voice of passive agent also drops.
In such a case the owner can either cancel the consult or end the conference depending on
whether the agents are in consult or conference, respectively. When such action occurs the
passive agent comes out of the consult or conference.
If you are using Avaya Aura Agent Desktop (AAAD) to access agent functionality, and the
agent initiates a consult with another agent, then it shares the details pertaining to the
customer and the agent notes with the consult recipient agent when the conference is
completed, not during the consult phase. For more information about agent behavior, see
Agent Desktop User Guide.
• Transfer or Conference: POM supports only consultative transfers and the conferences. Both
parties must be in consult state before initiating transfer or conference while customer call is on
hold. After this state an agent can go either in transfer or conference state. Agent can send
transfer command to transfer the current customer call to another agent. After the call is
transferred successfully to other agent, the initiator goes into "Idle" state to take next calls and

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Agents, agent states, call states, and job states

the other agent becomes the owner of that customer call. The responsibility of wrapping up
customer call also lies with the owner agent. In this case, it displays the talking state as Call
Continue(transferred) in the POM Agent Activity Details report.
Similarly an agent can send conference command to conference with other agent. POM
supports three party conference only which includes two agents and one customer only. After
the conference is successful, the initiator goes in to Conference Owner state and the other
agent goes in to conference passive state.
A POM agent can transfer a call to an external party during a consult, or a conference, while
placing a customer on hold. The agent who originates the consult, or transfer, or conference
can exit the call after transferring it. External transfer at telephony level generates “Refer with
Replaces” SIP request for the external party, or the agent. The agent endpoint or gateway in
between must handle the “Refer with Replaces” request and generate an “Invite with Replaces”
request for the customer call leg. In the enterprise network, Avaya Aura® Communication
Manager (CM), or the gateway interfacing the external agent has to handle it.
On transfer during a conference, the POM system disposes the call and the agent Desktop
gets the CallWrapUp pop-up window to mark the completion code. To identify the calls that are
transferred to an external party, the agent must dispose the call with “Transferred to external
number” custom completion code, which can be configured in campaign creation wizard.
POM Campaign Detail report displays the completion code “Transferred to external number” for
calls that are transferred to an external party. The agent activity detail report displays the agent
activity as "Wrap-up" as such calls get disposed from the POM system.
The external transfer feature has the following limitations:
1. External agent being station or VDN on CM, CM must know the route to the customer or
Address of Record (AOR) that is mentioned in the Refer-To header of REFER request that
the MPP generates during the transfer.
Refer-To:<;sips:[email protected];gr=3413kj2h?
Replaces=090459243588173445%3Bto-tag%3D7553452%3Bfrom-tag%3D31431:>;

If the MPP places the customer call through the same CM, then the CM does the routing.
Else, you must configure the CM so that it routes the “Invite with Replace” to the desired
gateway or trunk through which customer outbound call is made. The customer call can
then be transferred to an external agent.
To achieve this routing, make a route-pattern on the CM and put it in the locations. In the
route-pattern, put trunks to the gateway or Avaya Aura® Session Manager (SM) which can
route “Invite with Replace” further to the customer.
2. External agent being a SIP endpoint registered on Session Manager, the SIP endpoint
must support “Refer with Replaces”. As observed, Avaya Communicator or Avaya one-X®
Communicator does not support this and end up dialing a new call to the customer.
3. External agent is a PSTN entity that is dialed out of the Enterprise network. If the external
agent is dialed out through a trunk on CM to the PSTN network, the CM fails to transfer
the call and drops the external agent’s ongoing call if “Disconnect Supervision” is disabled
for the outgoing trunk. To fix this issue and transfer the call, change the trunk-group and
set the Disconnect Supervision-Out? to ‘Y’.

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 Note:
You must set the Disconnect Supervision In and Out values in Avaya Aura®
Communication Manager. For more information on Disconnect Supervision In and
Out, see Proactive Outreach Manager Integration Guide.
• ConferenceOwner or ConferencePassive: The agent who initiates the conference request is
ConferenceOwner. The agent who accepts the conference request is ConferencePassive. The
conference owner can change the ownership of conference by sending Change conference
ownership command. The conference owner can make other agent as owner of this
conference. The call wrapup responsibility lies with conference owner always. At any point of
time in the conference, either of the agents can end the conference. Ending the conference
takes the passive agent to Idle state where it can take next calls, while the owner goes into
Talking state and the owner can wrapup the call. Similarly, if customer drops the call in a
conference the conference ends and the owner goes into Wrapup state, while passive agent
goes to Idle state and take next calls.
The agent manager cannot identify passive agent nailing. The owner agent of the consult or
conference can release the passive agent from the conference if the nailing drops. When the
passive agent loses nailing, the owner agent knows as the voice of passive agent also drops.
In such a case the owner can either cancel the consult or end the conference depending on
whether the agents are in consult or conference respectively. The passive agent comes out of
the consult or conference as a result.
• Wrapup: Wrapup is the state where agent gets some time to add some feedback about the
customer and give the proper disposition to the call. POM sends a list of custom completion
codes that are associated with the campaign of which the agent processes the contact. Among
these completion codes, one of these completion codes, is a default completion code that is
defined in the campaign strategy. If agent failed to update completion code in given wrapup
time then POM automatically updates the default completion code, moving the agent to idle
state for taking next calls. POM sends the configured wrapup time and number of wrap time
extension. An agent can have to dispose the call when agent is in wrapup state. However, from
POM’s perspective it is a guideline and to implement this timer and number of wrap time
extension are the obligations of desktop. When, desktop sends Wrapup Contact command,
either self-generated because of expiry of timer or agent initiated, POM makes this agent
available for next calls by taking by taking the agent to Idle state.
Note:
The system can show an agent in Wrapup state even if the agent is talking with the
customer, if the agent desktop shuts down abnormally and the desktop has already
invoked AGTSaveAgentForHA command. For more information about the
AGTSaveAgentForHA command, see Proactive Outreach Manager Developer Guide.
• Dialing: When the agent accepts the preview on desktop, it sends the preview dial command to
POM, changing the agent call state to Dialing. The agent can also be in the Dialing state on
redial.
Job states
The agent job states represent the agent state related to job-task to which the agent is attached. A
job-task in POM is an entity that consists of Job ID, Action Name, and Zone Name. POM distributes
the Agent licenses at these job-tasks level. Hence, these states also affect the licensing and have

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Agents, agent states, call states, and job states

impact on the nailing of an agent. For more information about nailing, see Proactive Outreach
Manager Overview and Specification Guide.
• JobAttached: JobAttached is the state when agent is assigned to a job.
• JobDetached: JobDetached is the state when agent removed from the job.
• JobEnd: JobEnd is the state when the job task removes the agent. The agent can be put in Job
End sate when:
1. Campaign pauses or ends
2. Agent is moved from one job to another
3. When the system donates the agent to other job because of limited number of available
agents.
Note:
Job End does not mean that the running job is finished or terminated. Job End means that
an agent is no longer associated with the job. Hence the job for the specific agent ends.
• JobInbound: JobInbound is the state when the agent is released from Outbound activity. Agent
Manager does not assign any job to such agents. Hence agent is free to take inbound calls.
The system can put the agent in this state either when administrator invokes Release from
Outbound command from the POM Monitor, or the blender component of the system invokes
the command BlendToInbound for a particular agent. For more information about blending, see
Proactive Outreach Manager Overview and Specification.
• Pending Inbound: Pending Inbound is the state when the agent is marked for inbound, but the
transition is not complete as agent is busy with the current outbound call. Pending Inbound is a
transition state.
• Pending Outbound: Pending Outbound is the state when agent is marked for outbound, but the
transition is not complete as agent is busy with the inbound call. Pending Outbound is a
transition state.
• Pending Manual Inbound: Pending Manual Inbound is the state when an agent is moved from
outbound to inbound manually. This command is given on POM Monitor and through JMS it is
communicated to PAM. The agent, if busy, is kept in this state until the current call ends. Then
the state is transitioned to JobInbound. The command can be given for any agent from POM
Monitor. If the agent is idle than this transition is immediate otherwise a supervisor can see this
job state in the POM Monitor under the job state of an agent. The system can ignore the
command Release From Outbound in some scenarios such as:
1. The agent has some pending activity such as PendingCallback or PendingConsult.
2. During HA of the agent manager.
3. If JMS is not functional.
For such scenarios, the system raises an event P_POMAGT50. For more information about the
event, see Troubleshooting Proactive Outreach Manager.
• Pending Manual Job Movement: Pending Manual Job Movement is the when an agent is
moved from one outbound job to another outbound job. If agent currently busy talking with
customer, is kept in this state until the current call ends. Then the state is transitioned to Job
Attached state. These parameters must be filled by supervisor with caution as the movement is
bound to create repercussions in the system and system tries to move some other agent to the

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 job to which this agent was associated to fill the shortage of this agent. Hence, you must
change all parameters in one go.
• Pending Job Attach: Pending Job Attach is the state when agent is associated with the job.
When a nailing request is sent for an agent that is selected to attach with a respective job, this
state is temporary state and once agent is nailed the agent job state changes to Job Attached.

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Chapter 5: User management

About roles
Use the Roles page to add roles specific to Proactive Outreach Manager (POM) and change or
delete a custom role. You can use the Experience Portal Management System (EPM) interface to
add, change, and delete user accounts. You can assign various roles and privileges to different
users. Also, you can specify the security options for all users. Using the parameters you configure
from the Lightweight Directory Access Protocol (LDAP) settings, EPM gains access to the user
accounts in your corporate directory. For more details, see Administering Avaya Aura® Experience
Portal.
On the roles page, you can view the three POM-specific roles:
• POM Administration
• POM Campaign Manager
• Org POM Campaign Manager
Note:
The Org POM Campaign Manager role is visible only if you enable multitenancy. If you have a
global administration role, ensure that you do not make changes to any other elements such
as campaigns, contact lists, campaign strategies, agent scripts that belong to an organization.
The following table lists all privileges for individual roles:
Privileges and roles POM Administration POM Campaign Org POM Campaign
role Manager role Manager role
POM
POM Home
Campaigns
Campaign Manager:
Add Campaign No Yes Yes
Change Campaign No Yes Yes
Delete Campaign No Yes Yes
Run Now No Yes Yes
Create Campaign No Yes Yes
Schedule
Table continues…

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 About roles

Privileges and roles POM Administration POM Campaign Org POM Campaign
role Manager role Manager role
Pause Campaign No Yes Yes
Schedule
Resume Campaign No Yes Yes
Schedule
Delete Campaign No Yes Yes
Schedule
WFO Recording No Yes Yes
Campaign Strategy:
Add Campaign Strategy No Yes Yes
Change Campaign No Yes Yes
Strategy
Delete Campaign No Yes Yes
Strategy
Campaign Rule:
Add Campaign Rule No Yes Yes
Edit Campaign Rule No Yes Yes
Delete Campaign Rule No Yes Yes
Campaign Restrictions:
Change Campaign Yes No No
Restriction
Campaign Attributes:
Add Campaign Attribute No Yes Yes
Change Campaign No Yes Yes
Attribute
Delete Campaign No Yes Yes
Attribute
Completion Codes:
Add Custom Completion No Yes Yes
Codes
Change Custom No Yes Yes
Completion Codes
Delete Custom No Yes Yes
Completion Codes
Agent Scripts:
Add Agent Script No Yes Yes
Change Agent Script No Yes Yes
Delete Agent Script No Yes Yes
Agent Attributes:
Table continues…

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User management

Privileges and roles POM Administration POM Campaign Org POM Campaign
role Manager role Manager role
Add Agent Attribute No Yes Yes
Change Agent Attribute No Yes Yes
Delete Agent Attribute No Yes Yes
Agent Address Book:
Add Contact No Yes Yes
Change Contact No Yes Yes
Delete Contact No Yes Yes
Note:

If you create a custom role using POM Campaign Manager as the base role and assign the Add
Campaign Strategy privilege to the custom role, the system automatically assigns the Change Campaign
Strategy privilege. However, the system does not indicate the change on the screen.
If you assign the Change Campaign Strategy privilege to the custom role, the system does not
automatically assign the Add Campaign Strategy privilege.
Contacts
Contact List:
Add Contact List No Yes Yes
Change Contact List No Yes Yes
Delete Contact List No Yes Yes
Empty Contact List No Yes Yes
Associate Organizations No Yes No
with Contact Lists
Associate Attributes with No Yes No
Contact Lists
Show All Contacts No Yes Yes
Run Now No Yes Yes
Contact Data Sources No Yes Yes
Add Contact Data No Yes Yes
Sources
Change Contact Data No Yes Yes
Sources
Delete Contact Data No Yes Yes
Sources
Schedule Contact Data No Yes Yes
Sources
Contact Attributes:
Add Contact Attributes No Yes Yes
Table continues…

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 About roles

Privileges and roles POM Administration POM Campaign Org POM Campaign
role Manager role Manager role
Change Contact No Yes No
Attributes
Delete Contact Attributes No Yes Yes
Associate Contact No Yes No
Attributes
Generate CSV Template No Yes Yes
DNC Data Sources:
Add DNC Data Sources No Yes Yes
Change DNC Data No Yes Yes
Sources
Delete DNC Data No Yes Yes
Sources
Run Now No Yes Yes
Schedule DNC Data
Sources
DNC Addresses No Yes Yes
Add DNC Address No Yes Yes
Delete DNC Address No Yes Yes
Search DNC Address No Yes Yes
Configuration
POM Servers:
Add POM Server Yes No
Change POM Server Yes No
Delete POM Server Yes No
Change POM Global Yes No
Settings
POM Manager Yes No
Start POM Server Yes No
Stop POM Server Yes No
Outbound Settings Yes No
Add Voice Server Yes No
Change Voice Server Yes No
Delete Voice Server Yes No
POM Zone Configuration:
Change Zone No No
Configuration
Table continues…

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User management

Privileges and roles POM Administration POM Campaign Org POM Campaign
role Manager role Manager role
POM Zone Licensing:
Change Licenses No No
Agent, CTI, CMS, and
CCElite:
Add Agent, CTI, CMS, Yes No
and CCElite
Change Agent, CTI, Yes No
CMS, and CCElite
Delete Agent, CTI, CMS, Yes No
and CCElite
Global Configurations:
Change Global Yes No
Configurations
Purge Schedules:
Change Purge Schedule Yes No
Phone Formats:
Global Phone Reject Yes
Pattern
Add Global Phone Yes
Reject Pattern
Change Global Phone Yes
Reject Pattern
Delete Global Phone Yes
Reject Pattern
Country Setting Yes
Add Country Setting Yes
Change Country Setting Yes
Delete Country Setting Yes
Phone Reject Pattern Yes
Add Phone Reject Yes
Pattern
Change Phone Reject Yes
Pattern
Delete Phone Reject Yes
Pattern
Time Zone Area Code Yes
Mapping
Table continues…

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 Adding users

Privileges and roles POM Administration POM Campaign Org POM Campaign
role Manager role Manager role
Add Time Zone Area Yes
Code Mapping
Change Time Zone Area Yes
Code Mapping
Delete Time Zone Area Yes
Code Mapping
Dialing Rule Yes
Add Dialing Rule Yes
Change Dialing Rule Yes
Delete Dialing Rule Yes
POM Home Page Views:
Campaign View Yes No No
Contact List View Yes No No
Agent View Yes No No
Favorite View Yes No No

Adding users
Procedure
1. In the left pane of the Adding users page, select User Management > Users.
2. Click Add.
3. Specify a user name.
4. Select Yes or No next to Enable to enable the user.
5. Select the Roles check boxes. You can select more than one role and assign the roles to a
particular user.
6. Enter the password.
7. Re-enter the password.
8. Click Save to add the user.

Changing users
Procedure
1. In the left pane of the Changing users page, select User Management > Users.

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User management

2. Click the user whose privileges you want to change.

3. Select Yes or No next to Enable to enable the user.
4. Select the Roles check boxes. You can select more than one role and assign the roles to a
particular user.
5. Enter the password.
6. Re-enter the password.
7. Click Save to make the changes permanent.

Adding a new role

Use the Adding A New Role page to add POM specific roles and to change or delete an existing
custom role. The three POM-specific roles are:
• POM Administration role
• POM Campaign Manager role
• Org POM Campaign Manager role
Procedure
1. In the left pane of the Adding a new role page, select User Management > Roles.
2. Click Add.
3. Specify a name for the role.
4. Select any one of the existing roles on which to base the new role.
Note:
You can view the Org POM Campaign Manager role only if you enable multitenancy.
5. Click Continue.
The new role gets all privileges of the base role. You can create a custom role by using a
base role and then add or change some privileges.
6. Click Apply to apply the privileges to the role.
7. Click Save to save the role.

Deleting roles
Procedure
1. In the left pane of the Roles page, select User Management > Roles.

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 Deleting roles

2. On the Roles page, select the role to delete.

3. Click Delete.

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Chapter 6: Licensing

Licensing page field descriptions

The Experience Portal Management System (EPM) contacts an Avaya WebLM server regularly to
determine the number of licenses that are authorized for the system.
The EPMS plug-in gets the licenses from Avaya Aura® Experience Portal and distributes them
periodically and equally between all online Avaya Aura® Experience Portal servers.
This page displays the Proactive Outreach Manager server license information.
Field or Button Description
Maximum Displays the number of ports configured for outbound calls. You can configure up to
Outbound Ports 5000 ports.

Important:
Configure outbound ports equal to or less than the telephony ports configured in
Avaya Aura® Experience Portal.
Email Channels Email Channels is a boolean license. If you have email licenses then the value is non
zero else the value is zero. The number corresponds to POM email licenses
configured on the Avaya Aura® Experience Portal server.
SMS Channels SMS Channels is a boolean license. If you have SMS licenses then the value is non
zero else the value is zero. The number corresponds to POM SMS licenses
configured on the Avaya Aura® Experience Portal server.
Preview Agents Displays the number of ports configured for preview campaigns.
Predictive Displays the number of ports configured for predictive campaigns.
Agents
Expiration Date The time stamp when the license expires.
Version Current major version of POM.
Last Successful The time stamp of the last successful instance of POM poller.
Poll
Last Changed The time stamp when the you make the last changes.
icon Use to edit the license information.

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 POM License Settings page field descriptions

POM License Settings page field descriptions

Field or Button Description
Maximum You can change the number of ports.
Outbound Ports
• Minimum: The minimum number of outbound ports required.
• Maximum: The maximum number of outbound ports required.
The values you specify are the total licenses you can use. The system considers the
maximum value you specify here as the System capacity. For more information, see
Zone licenses page field descriptions on page 290.
Predictive You can change the total number of available predictive agent licenses.
Agents
• Minimum: The minimum number of predictive agent licenses required.
• Maximum: The maximum number of predictive agent licenses required.
The values you specify are the total licenses you can use. The system considers the
maximum value you specify here as the System capacity. For more information, see
Zone licenses page field descriptions on page 290.
Preview Agents You can change the total number of available preview agent licenses.
• Minimum: The minimum number of preview agent licenses required.
• Maximum: The maximum number of preview agent licenses required.
The values you specify are the total licenses you can use. The system considers the
maximum value you specify here as the System capacity For more information, see
Zone licenses page field descriptions on page 290.
Save Use to save the settings.
Apply Use to apply the settings.

Editing POM License Settings

The Enterprise Portal Manager (EPM) contacts an Avaya WebLM server regularly to determine
the number of licenses that are authorized for the system. The POM EPMS plug-in gets the
licenses from Avaya Aura® Experience Portal and distributes them periodically and equally
between all online POM servers.
Procedure
1. From the left pane, select Security > Licensing.
2. Click the icon from the POM license information.
3. Specify the number of ports configured for outbound calls.

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Licensing

Important:
Configure outbound ports equal to or less than the telephony ports configured on the
Avaya Aura® Experience Portal system.
4. Configure the predictive and preview ports.
5. Click Save to save the changes to the license information.
6. Click Apply to apply the changes to the license information.

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Chapter 7: Campaigns

About campaigns
A campaign delivers a specific message to all contacts through selected channels such as email,
SMS, voice, and custom.
POM provides a Web-based wizard to create agent-based campaigns or automated agentless
campaigns. A campaign has a name, a campaign strategy, and one or more contact lists.
To run agent-based campaigns, a SIP and a Campaign Manager connection is mandatory. Ensure
you have enough SIP ports reserved for POM applications and campaigns. Voice notification
campaigns can run without Campaign Manager if SIP Proxy is available. Email and SMS
notifications can stand alone without SIP or Campaign Manager.
Note:
For agent-based campaign, for CCA to detect answer machine and then stop those calls from
getting patched with live agent, ensure you disable the compliance timers. CCA also gets
more time to detect answer machine or answer human which improves the detection
percentage. For more information about compliance timers, see Enable Compliance Timers
on Media Servers and Media Specific Parameters page field descriptions on page 51.
You can associate contact lists with campaigns. The campaigns run based on the records in the
contact list. You can have more than one contact lists associated with a campaign.
Campaigns can be of two types: finite and infinite campaigns. Finite campaigns stop after
processing all contacts or when the campaigns meet the specified finish criteria. An infinite
campaigns does not stop after processing the contacts associated with it, you cannot specify a
finish criteria for infinite campaign. You must stop the infinite campaign manually. Use infinite
campaigns to send unplanned notifications, and insert contacts dynamically using POM Web
services.
Optionally, you can set filter criteria on the contact lists. If you specify a filter criteria, POM applies
the criteria at the beginning of a campaign and selects only those contacts meeting the specified
criteria.
You can define and associate one or more custom completion codes with a campaign when you
need some user input. For example, if you have a blood donation campaign, when the potential
donor answers the telephone, POM plays a custom Avaya Aura® Orchestration Designer
application with a message that prompts the potential donor to press 1 if interested, or 2 if not
interested. On pressing 1 or 2, the Avaya Aura® Orchestration Designer application updates the

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Campaigns

appropriate completion code (Interested in Blood Donation, Not interested in Blood Donation)
using Pluggable Data Connector (PDC).
A campaign can end naturally after processing all contacts or you can specify following criteria to
end the campaign:
• Goal-based campaign: This campaign stops after receiving an expected number of
responses from contacts. For example you can stop a campaign when the amount collected
exceeds 30000. In case of goal based campaigns, the termination of campaign is decided
based on the value of the attribute specified. For example, a collection type of campaign can
be terminated if the amount collected is >=30000. In such cases, if the amount collected
attribute is present in more than one contact lists, the goal based campaign calculates the
value amount collected attribute across all contact lists and then terminates the campaign
when the criteria is achieved. If you want to set different goals for different campaigns where
only contact list associated with the campaign is considered, then use distinct attribute across
contact lists.
• Time-based campaign: This campaign stops after running for a specific time duration. For
example, you can stop a campaign after 12 hours.
• Completion code-based campaign: This campaign stops after the campaign achieves a
specific completion code condition. For example, you can stop a blood donation campaign
after you receive 50 “AcceptedResponse” completion codes.
Note:
While scheduling a campaign with a completion code-based finish criteria, ensure that
you set the archival at the job end.
After you create a campaign, you can schedule it to run at a specified date and time or run
immediately. You can run the campaigns once or multiple times. For example, a birthday
campaign can run daily, or a credit card notification campaign can run on every Monday. For
recurring campaigns, the frequency of recurrence can be daily, or weekly, or monthly, or you can
customize it to suit your requirement.
Note:
Avaya recommends that you do not create multiple jobs for the same campaign for 2 way
SMS or email campaigns, as POM updates the contact status at campaign level and not at job
level.
You cannot create multiple job instances for the same campaign. POM allows you to create
another job instance of the same campaign only if the job state is Completed, Creating
History.
You can monitor an active campaign and you can pause, resume, or stop the campaign from the
POM monitor.
The POM monitor displays different job states. There can be multiple job states. The valid values
are:
• Job Queued: The job is queued for running. The job does not perform any dialing operations.
• Job Active: The job is running and is performing dialing operations.

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 About campaigns

• Job Completed, Creating History: The job has stopped dialing the records and is creating
reports related information in the database. The job has completed dialing all records and
there are no more records for dialing.
• Job Pause: The user initiated a pause action on the job. After this state, the job moves to the
Pausing state.
• Job Pausing: The job is pausing the dialing. After this state, the job moves to the Paused
state.
• Job Paused: The job is paused and is not dialing any records. In case of agent-based
campaigns, all agents are released from the job.
• Running, Filter In Progress: The job is filtering the records as per the filter criteria, and the
contact attempts are also in progress.
• Queued, Filter In Progress: The job is filtering the records as per the filter criteria and the
contact attempts have not started yet.
• Job Resumed: The user initiated a resume action on the job. After this state, the job moves to
the Active state.
• Job Stop: The user initiated a stop action on the job. After this state, the job moves to the
stopping state.
• Stopped, Callback: The user stopped the job and the job is waiting for callback records to
complete.
• Job Stopped: The user stopped the job and the job does not perform any dialing operations.
• Job Stopping: The job is stopping the dialing. After this state, the job moves to the Stopped
state.
• Callback: The job has completed attempts on all the contacts except the callbacks. A job in
callback state has only callbacks waiting for their attempt time to arrive.
There can be more than one job states for a single job. For example, a job can be in Running,
Filter in Progress state which means that the job is dialing records and also filtering the records as
per the selection criteria mentioned in the Campaign Creation Wizard and Campaign Strategy.
Another example can be that a job can be in Completed, Creating History state which means that
the job has completed dialing all records and there are no more records for dialing, and the job
moves the records to the archival state.
A global user has access to all campaigns across organizations. An Org user has access to
campaigns that users create, belonging to the specific organization.
Note:
A global user is a user who does not belong to any organization, and has the POM
Administration and POM Campaign Manager roles. An organization user (Org user) is a user
who belongs to an organization created in Avaya Aura® Experience Portal, and has the Org
POM Campaign Manager role.
Campaign restrictions: As a POM administrator, you have the rights to set campaign restrictions
at the highest level while creating campaigns. These restrictions are applicable to all campaigns. If

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Campaigns

you meet the criteria specified in the restriction, the system does not attempt the contact and
updates the contact with a completion code as Restricted DNC or Restricted Other.
You can override the campaign restrictions at the campaign level while defining the campaign
strategies.
For example, if you have set a campaign restriction to not call a contact registered in the Do Not
Call (DNC) list, you can override the restriction for a specific contact at the campaign level.
Related links
POM shipped applications on page 395
Filtering and sorting records dynamically on page 371

2 way SMS and e-mail campaigns

In addition to creating voice, SMS, email campaigns, you can also create 2 way SMS and email
campaigns. These campaigns help you to send and receive responses and you can then take
appropriate actions based on different conditions. You must make appropriate changes or create
campaign strategies in specific manner to use 2 way SMS and email campaigns. POM uses Web
services to enable the 2 way communication. POM provides stock applications for both SMS and
email. The applications receive SMS, email responses then update the attribute value, and
completion code for the specific POM contact.
Campaign strategy related changes for 2 way SMS and e-mail campaigns
To use POM's functionality to send and receive SMS and email, use the SMS and Mail nodes and
select the POM shipped application in the property node.
If you have your own custom SMS or email application, use the Custom node under the SMS
Handler or the Mail Handler, and then specify the name and the application. For SMS campaigns,
you see only the SMS related applications under the Custom node. For email campaigns, you see
only email related applications under the Custom node. You can also use the Selector node to
help POM take decisions based on the response to the SMS or email campaigns.
Note:
You must configure the SMS and email applications before creating the campaign strategy.

Configuring the SMS delivery and CAV for 2 way SMS

campaigns
Procedure
1. From the left pane, select System Configuration > Application and click Add.
2. Select the Type as SMS and click Continue.

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 Configuring custom SMS application

3. Ensure that the message type for the SMS application is Regular and Delivery.
4. Ensure that the application type is Inbound with a valid short code number associated with
the application.
5. Specify the URL as https://<application server ip>:port-number-configured-onpom-server/
<AvayaPOMSMS>/Start Application Type=AvayaPOMSMS, Outbound Type
6. Select the option button Yes for Notification Enabled, and specify the notification URL.
The notification URL and the application URL must be same.
7. Specify the following CAV’s for the SMS applications:
a. Web Service IP Address [Primary] or [Secondary] (IP address where the POM Web
service is located)
b. Completion Code (the completion code to update on receiving an SMS response)
c. Attribute Value (the attribute value to update on receiving an SMS response)

Configuring custom SMS application

You can configure a custom application to handle the SMS notifications and delivery.
Procedure
1. Ensure you add the custom application through EPM by specifying the following:
a. In the left pane, select System Configuration > Applications, and click Add.
b. Specify a name for the custom application, and select the Type as SMS, and click
Continue.
c. Specify the Message Type as Regular.
d. Specify the URL as https://<application server ip>:port-number-configured-onpom-
server/<custom application name>/Start Application Type=AvayaPOMSMS, Outbound
Type
e. Select the option button Yes for Notification Enabled.
f. Specify the notification URL with the Web service IP address as http://<application
server IP>:7080/AvayaPOMSMS/Start?WebServiceIP=<web service IP address>.
g. Click Save.
2. In the left pane, select the System Configuration > Applications.
3. Select the POM shipped application for SMS, AvayaPOMSMS.
4. Change the Message Type as Delivery.
5. Ensure that the application type is Inbound with a valid short code number associated with
the application.

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Campaigns

6. Click Save.
7. Edit the Configurable Application Values (CAV) for POM shipped application
AvayaPOMSMS, and delete the Webservice IP address.
8. Click Apply and Save.

Configuring the email delivery and CAV for 2 way email

campaigns
Procedure
1. From the left pane, select System Configuration > Application and click Add.
2. Select the Type as Email and click Continue.
3. Ensure that the message type for the Email application is Regular and Delivery.
4. Ensure that the application type is Inbound and specify the appropriate launch parameters
for the Email application.
5. Specify the URL as https://<application server ip>:port-number-configured-onpom-server/
<custom application name>/Start Application Type=AvayaPOMEmail, Outbound Type
6. Select the option button Yes for Notification Enabled, and specify the notification URL.
The notification URL and the application URL must be same.
7. Specify the following CAV’s for the email applications:
a. Web Service IP Address [Primary] or [Secondary] (IP address where the POM Web
service is located)
b. Completion Code (the completion code to update on receiving an email response)
c. Attribute Value (the attribute value to update on receiving an email response)

Configuring custom Email application

You can configure a custom application to handle the email notifications and the delivery.
Procedure
1. Ensure you add the custom application through EPM by specifying the following:
a. In the left pane, select System Configuration > Applications, and click Add.
b. Specify a name for the custom application, and select the Type as Email, and click
Continue.
c. Specify the Message Type as Regular.

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 Campaign Manager page field descriptions

d. Specify the URL as https://<application server ip>:port-number-configured-onpom-

server/<custom application name>/Start Application Type=AvayaPOMEmail,
Outbound Type
e. Select the option button Yes for Notification Enabled.
f. Specify the notification URL with the Web service IP address as http://<application
server IP>:7080/AvayaPOMEmail/Start?WebServiceIP=<web service IP address>.
g. Click Save.
2. In the left pane, select the System Configuration > Applications.
3. Select the POM shipped application for SMS, AvayaPOMEmail.
4. Change the Message Type as Delivery.
5. Ensure you specify the appropriate launch parameters for the email application.
6. Click Save.
7. Edit the Configurable Application Values (CAV) for POM shipped application
AvayaPOMEmail, and delete the Webservice IP address.
8. Click Apply and Save.

Campaign Manager page field descriptions

Use this page to create, edit, delete campaigns. You can also use the Save As option to create
campaigns based on existing campaigns. A campaign can send notifications to the contact
records by either placing calls, or sending an email, or sending an SMS. A job is a running
instance of the campaign. A recurring campaign creates multiple jobs for that campaign until the
campaign schedule is terminated. You can run campaigns once or multiple times. You can also
schedule the campaigns to run once or multiple times.
Note:
You can run only one job at a time for a campaign.
When you mark any campaign for deletion, POM also deletes all the historic data associated with
the campaign from POM database. Depending on the size of this historic data, campaign deletion
might take some time. During this time, POM displays the status of such campaigns as “Deleting”.
While the Campaign is being deleted, you cannot perform any action on it. To ensure the deletion
activity is complete, refresh the page manually.
Delete a Campaign during a maintenance window while no other job is running. If you are deleting
a campaign on MSSQL database, and if the database is set to Full Recovery Model, the database
transaction log might increase unexpectedly. If the transaction log is full, then the following
exception is logged in PIM_CmpDir.log and PIM_CmpMgr.log files:
com.microsoft.sqlserver.jdbc.SQLServerException: The transaction log
for database <DBNAME> is full due to 'ACTIVE_TRANSACTION'.

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Campaigns

For more information on Recovery Model and transaction log management, refer Microsoft SQL
server documentation or consult a qualified database administrator.
Field or Button Description
Text Box Use to enter the campaign name in the search criteria.
Use to start the search.

Use to clear or cancel the search.

You see the following fields when you click Advanced

Select Use the drop down list to choose the search criteria. You can specify the search
criteria using any one option:
• Name
• Strategy
• List
Select Use the drop down list to specify an operator. You can use any of the following
operators:
• Equal to (=)
• Not Equal to (!=)
• in
• like
• not like
Depending on the operator you select, you get the search results.
Quick Use to return from Advanced.
Show Displays the selected number of agent scripts.
Page Use to specify the number of records to be displayed per page.
Use to go to the first page.

Use to go to the previous page.

Text Box Use the text box to specify a particular page to navigate.
Go Use to navigate to the specified page number.
Use to go to the next page.

Use to go to the last page.

Field or Button Description

Name Displays the name of existing campaigns.
Type Displays the type of campaigns as finite or infinite.
Table continues…

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 Campaign Manager page field descriptions

Field or Button Description

Campaign Displays the name of campaign strategy used while creating the campaign.
Strategy
Contact Lists Displays the name of contact lists you use while creating the campaign.
Last Executed Displays the timestamp of the last job instance run for a given campaign. A job is an
instance of a campaign. If the job is running, you can see the "Last Executed" status
as “In Progress”. For campaigns that were never run will show the "Last Executed"
status as -

Note:
If the job status is In Progress, you can pause, resume or stop the campaign
from the POM Monitor. In Progress means the campaign job can be in any one of
the states - running, pausing, paused, callback, or stopping.
Actions You can perform the following actions:
• Click to view campaign summary of the selected campaign.
• Click to associate rules with the selected campaign for a specific zone.
•
Click to save the campaign with other name.
•
Click to start the campaign immediately.
The system displays the message:
Job has been created for campaign "<campaign name> ".
Please go to POM Monitor to view the job.
If you try to run one more instance of a running campaign, the system displays the
confirmation message:
This campaign has a job in progress. Do you want to run
one more job?
[Yes] [No]
You cannot run more than one instance of an infinite campaign. If you try to run one
more instance of an infinite campaign, the system displays the confirmation
message:
This campaign has a job in progress. Do you want to run
one more job?
[Yes] [No]
If you click Yes, the system displays the following message:
Job for infinite Campaign already exists, so will not
create a new Campaign job.
•
Click to schedule the campaign.
•
Click to delete the campaign. You cannot delete the campaign if the campaign is
in In Progress state.
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Campaigns

Field or Button Description

Add Use to create a new campaign.

Create campaign page field description

Use this page to start creating a campaign either by using already created campaign as template
or create new campaign.
Field or Button Description
Name Use to specify a unique name for the campaign.
New Campaign Use the option button to create a new campaign.
Copy existing campaign Use the option button to create a campaign based on an
existing campaign. If you choose to copy an existing campaign,
you can see a list of campaigns. You can select the campaign
to copy. On pressing Continue, new campaign is created.
Continue Use to go to the Define Campaign page.

Campaign Manager-Associate rules page field description

You can associate rules to running campaigns for a particular zone. The association page displays
both, the enabled and disabled rules in the system. The enabled rule names are suffixed with
Enabled, while the disabled rules names are suffixed with Disabled.
Note:
Ensure you click Save / Apply to apply the rule for each zone
Field Description
Global Rule
Use default global rule ordering Select this check box to retain the default order of
execution of global rules. The following fields are
enabled when you clear this checkbox:
• Global Rule Order: Displays the global rules
configured in the system.
• Move to top: Use this to move the rule at the top
of the list.
• Move up: Use this to move the rule up in the list.
• Move down: Use this to move the rule down in
the list.
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 Associating rules with a campaign

Field Description
• Move to bottom: Use this to move the rule at the
bottom of the list.
Campaign Rule
Select zone associated to campaign Use the drop down list to select the zone associated
to the selected campaign. So, the rules that you
associate with the campaign will apply to the
selected zone.
Available Rules Displays the rules that you configured in the
system.
Move Click to associate the selected rule with the
campaign.
Move All Click to associate all the rules with the campaign.
Remove Click to remove the selected rule associated with
the campaign.
Remove All Click to remove all the rules associated with a
campaign.
Selected Rules Displays the rules that you select to associate with
the campaign.

Button Description
Save Click to save the changes that you make to the rule
association. On clicking Save, the Campaign
Manager page is displayed.
Apply Click to apply the changes that you make to the rule
association. On clicking Apply, the same
association page is displayed to further edit the rule
association if required.

Associating rules with a campaign

Procedure
1. From the left pane, select POM > POM Home.
2. From the drop down menu, select Campaigns > Campaign Manager.
3. On Campaign Manager page, click to associate rules to the selected campaign.
4. From the Select zone associated to campaign drop down, select the zone associated
with the campaign.
5. Select the rules that you want to associate with the campaign from Available Rules
selection box. You can associate multiple rules with a campaign.
6. Click Move to associate the selected rule with the campaign.

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Campaigns

7. Click Move All to associate all the rules with the campaign.
8. Click Save.

Removing rules associated with a campaign

Procedure
1. From the left pane, select POM > POM Home.
2. From the drop down menu, select Campaigns > Campaign Manager.
3. On Campaign Manager page, click to associate rules to the selected campaign.
4. In the Selected Rules selection box, select the rules that you want to disassociate from
the campaign.
5. Click Remove to remove the selected rule from the campaign.
6. Click Remove All to remove all the rules associated with the campaign.
7. Click Save.

Define campaign page field descriptions

Use this page as a first step for creating campaigns. You can create a campaign using only this
page, as using the rest of the options or pages is optional. For example, even if you have not
created a campaign strategy or a contact list before creating the campaign, you can create, add
campaign strategies, and the contact lists using the options on this page.
To change configuration around media servers, define sorting order, filtering criteria, custom
completion codes, agent address books, or finish criteria for campaign then you must continue to
go to the respective pages.
Field or Button Description
Name and Description: A unique identifier for the campaign with a short description of the campaign or
purpose of the campaign.
Campaign You can also create a new campaign strategy dynamically by using if you have not
Strategy created a campaign strategy before creating the campaign.

You must refresh the page using if you are adding a campaign strategy
dynamically. Refreshing the page updates the list of campaign strategies.

You can view the details of the campaign by using .

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 Media Servers and Media Specific Parameters page field descriptions

Field or Button Description

Note:
The Campaign Strategies that are in "Completed" state only, will be available in
the drop down.
Campaign Type By default Finite campaign is selected. If you select an infinite campaign , the Do not
associate any contact list at start option is available and you can choose to start
the campaign without a contact list.
Contact List Use an existing contact list or you can create a new contact list to be associated with
the campaign using . If you have not created a contact list before creating the
campaign, you can create the contact list dynamically and upload the contact records.

You must refresh the page using if you are adding a contact list dynamically.
Refreshing the page updates the contact lists.
Next Use to continue creating the campaign using the wizard to configure further details.
Finish Use to create and save the campaign.

Media Servers and Media Specific Parameters page field

descriptions
Use this page to select the media servers to be used for this campaign and perform media specific
configurations. The type of media used by a campaign is determined by the campaign strategy
selected
Field or Button Description
Depending on the type of campaign you create you can see following fields:
SMS Prefix POM adds the number that you specify before the phone number as a prefix
before sending out the SMS. For example, if the number is 12345 and prefix is
91, POM sends the SMS to 9112345.
Voice and Video Displays the list of all EPM servers. You can select one or more EPM servers to
associate with the campaign. These can be simple voice calls or video calls
depending on the deployed application. If you select more than one EPM
servers, then it results in more calls per hour. Also, you can achieve load
balancing, and the multiple servers provide a backup mechanism if one of the
servers is not functional. For details on load balancing, see Proactive Outreach
Manager High Availability guide.
Zone Name Use to specify the zone with which to associate the campaign. You can
associate one campaign with one or more than one contact lists which are
defined at the zone level. If you do not associate a campaign with any contact
list, POM assigns the campaign to the default zone.
Depending on the contact list you select, the drop-down list values of EPM
servers might change. If you have different contact lists associated with zones
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Campaigns

Field or Button Description

and you select multiple EPM servers at different zones, you see multiple entries
in the EPM server.
For more information about zones, see Avaya Aura® Experience Portal
documentation.
Dialing Prefix Specify the prefix to dial such as the country code or area code.
CCA Start: Use to specify when the Call Classification Analysis (CCA) can start. You can use one of the
option buttons to choose the CCA start.
On Connect Use the option button to start the CCA when the call is answered.
On Progress Use the option button to start the CCA immediately when POM finishes dialing
the number and the call progress starts.
CCA Timeout Use to specify the CCA timeout value. This value depends on the On Connect
and On Progress values. The default value for On Connect is 7500
milliseconds and the default value for On Progress is 24000 milliseconds. You
can set CCA timeout value in the range 5000 and 20000 milliseconds for CCA
On Connect and 5000 to 45000 milliseconds for CCA On Progress.
Enable Compliance Use the selection box to enable or disable the compliance timers. The
Timers compliance timers are by default enabled. If you disable the timers, then the
POM driver waits for the result of the call classification before starting any
application, and the maximum wait time for CCA result on CCA Timeout.
For agent-based campaign if you want CCA to detect answer machine and stop
those calls from getting patched with live agent, ensure you disable the
compliance timers. This gives CCA algo more time to detect answer machine or
answer human which improves the detection percentage.

Note:
For the Start Of Voice timer and Live Voice timer logs, see the CCXML logs
on MPP server.
Start of Voice Timeout (milliseconds): Use this to configure the value for the
timer. The default value is 2000 milliseconds. The combined value of the Start of
Voice Timeout (milliseconds) and Live Voice Timeout (milliseconds) cannot
be more than the CCA Timeout value.
Live Voice Timeout (milliseconds): Use this to configure the value for the
timer. The default value is 1800 milliseconds. The combined value of the Start of
Voice Timeout (milliseconds) and Live Voice Timeout (milliseconds) cannot
be more than the CCA Timeout value.
For more information about the timers, see the POM Driver application
description in shipped applications on page 395.

Note:
The value of the individual timers cannot exceed the value configured in the
CCA Timeout field, and the sum of the two timers cannot exceed the value
configured in the CCA Timeout. For example, if you specify a value for
CCA Timeout as 20000 milliseconds, and the Start of Voice Timeout
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 Record Selection and Sort Criteria page field descriptions

Field or Button Description

(milliseconds) as 13000 milliseconds, then specify the value for Live

Voice Timeout (milliseconds) as either 7000 or less than 7000. Also, if
you specify the value of Live Voice Timeout (milliseconds) as 20000
milliseconds, then specify the Start of Voice Timeout (milliseconds) as 0.
AMD False Positive False positives are live recipients of a call which are mistakenly identified as
Rate answering machines and therefore, are either played an answering machine
message or are hung up depending on the prevailing strategy to manage answer
machines at the time. System considers such calls as nuisance calls alongside
abandoned calls and so, require an estimate to include in the abandoned rate
calculation.
Use AMD False Positive Rate to specify the false positives. AMD False
Positive Rate is used in the nuisance rate calculation. You can also specify this
parameter on Global Configurations page. If you specify the AMD False
Positive Rate on campaign creation wizard, it overrides the value specified on
the Global Configurations page.

Record Selection and Sort Criteria page field descriptions

Use this page to configure contact filtering and sorting. POM processes the contacts before
making the calls or sending email messages, or sending SMSs while running the campaign. If you
select multiple contact lists, POM filters all records from all contact lists.
Field or Description
Button
Record Selection If you do not specify any criteria, the system displays all contacts in the contact list. If
you do not specify any criteria, you see only the Add Condition button.
Add Specify the contact attribute to use as a criteria. You can see the following fields:
Condition

Table 1: Field descriptions for Add Condition

Condition Contact Operator Value Actions

attribute
Displays Specify the Specify the operator to use Specify the You can select a value from
the list of contact with the contact attribute to value to use to the list of available values
all attribute to filter the records. You can filter the using the drop down list.
conditions use to filter use equal to, not equal to, records. The system displays the first
as a serial the records greater than or equal to, less 1000 matching values.
The system
number using the than or equal to, greater
displays the
list. drop down than, less than, in, between, Use to delete the filter
first 100
list. isNotNull, NotBetween, Not criteria.
matching
Like, and IsNull depending
values. For
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Campaigns

Condition Contact Operator Value Actions

attribute
In case of on the data type of the example, if you
MS-SQL attribute you select. are filtering
database, if records with
• For multi character wild
you select last name
card support, use %
date type of containing
(percentage). Multi
attribute and “Wa”, the
character wild card is
are using system will
supported only with Like
Date Format display the first
and NotLike operators.
drop-down to 100 records
filter the • For single character wild which have the
records, you card support, use _ last names
will see only (underscore). Single containing
the following character wild card is “Wa”.
three supported only with Like
formats: MM, and NotLike operators. For
DD, YYYY. example, if customer
names in the contact list
are Avaya, Avasa, Asurian
and the selection criteria is
Ava_a, then only 2 records
namely “Avaya” and
“Avasa” are selected.
• For multi-value operators
like between and not
between, you must give
two input values separated
with “and”. For example,
the salary between 2000
and 3000.
Note:
If you specify more than one attributes, the system filters the contacts according to the order in which
you specify the filters. For example, you select the salary and the first name attribute. If you mention
the filtering criteria as salary greater than 1000 and name equal to John, the system displays all
values which match both conditions.
If you specify more than one condition, the system displays the Show Contacts drop-down list with three
options:
• All of the conditions are met: The system will display the records only if all the conditions match. For
example, if you select first name = John and salary =3000, it will display only those records where the
first name is John and the salary is 3000.
• Any of the conditions are met: The system will display the records if any one of the conditions match.
For example, if you select first name = John and salary =3000, it will display all those records where the
first name is John and the salary is 3000. So you will see records where only the first name matches, or
only the salary matches, or both the first name and salary matches.
• Custom: The system displays the records as per your criteria. You can use a combination of contact
attributes to filter the records. While creating custom criteria, ensure you do not repeat or skip the
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 Record Selection and Sort Criteria page field descriptions

Condition Contact Operator Value Actions

attribute
Condition number in the Custom Condition string. For example, if you have 4 conditions, 1, 2, 3, and
4, then you cannot write custom criteria as: (1 and 2) OR (1 and 3).
You can decide the order in which you want the filter criteria to work and whether the condition will be
checked inclusive of all conditions or exclusive of some conditions.

Sort Criteria
Contact Attribute Specify the attribute to sort the data either in
ascending or descending order. If you do not
specify any order, the records are sorted based on
the order specified in the data base. You can use
the icon to add more than one attributes and sort
on all those attributes.

Note:
You can add maximum 10 sort conditions.
View Records
Show Results Displays the total number of records that satisfy the
filter criteria. To view the contact record details, use
The number of contacts filtered are XX link.
Pause Dialing During Record Selection
Pause Dialing During Record Selection Select the Pause Dialing During Record
Selection check box if you want to start dialing only
after POM finishes filtering all records based on the
filter criteria specified. If you do not select the
Pause Dialing During Record Selection check
box, then POM starts dialing immediately as soon
as the first set of records get filtered.
POM picks contacts for dialing from filtered contacts
as per specified sort criteria. So, if Pause Dialing
During Record Selection is enabled then, as all
records are already filtered, POM applies the sort
criteria on all filtered records, and then picks the
contacts for dialing. When Pause Dialing During
Record Selection is disabled, then as filtering
process is in progress, POM applies the sort criteria
on the records that are filtered till that time, and
picks up those filtered records for dialing.
POM checks for the Pause Dialing During Record
Selection configuration every time it filters the
records.

Note:
You can change the filter or sort criteria for a running campaign dynamically from POM
Monitor.

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Campaigns

Completion code association page field descriptions

Use this to associate the available custom completion codes with a campaign. The custom
completion codes that you associate from this page are available on the Finish Criteria page.
To use the custom completion codes on agent desktop, agent scripts, or Pluggable Data
Connector (PDC) application. You must associate the completion codes with a campaign. The
completion codes that you associate with a campaign are available to an agent through the agent
desktop.
Field or Description
Button
Completion Codes
Available Lists all available custom completion codes.
Selected Lists the completion codes you selected for the particular campaign. You can move the
completion codes from the available list to the selected list.

Associate Address page field descriptions

Use this to associate the available agent address book entries with the campaigns. The system
displays the phone numbers of selected address book entries in the Agent Desktop during transfer
and conference with external parties.
Field or Description
Button
Addresses
Available Lists all available agent address book entries.
Selected Lists the agent address book entries that you select for the particular campaign. You can
move the address entries from the available list to the selected list.

Finish Criteria page field descriptions

Use this page to configure the finish criteria for the campaign. The types of finish criteria are:
• Goal-based: This campaign terminates after receiving an expected number of responses
from contacts.
• Time-based: This campaign terminates after running for a specific time duration. For
example, you can terminate a campaign after 12 hours.
• Completion code-based: This campaign terminates after a specific completion code condition
is achieved. For example, you can terminate a blood donation campaign after you receive 50
"AcceptedResponse" completion codes.

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 Finish Criteria page field descriptions

If no finish criteria is specified then the campaign terminates after all contacts are processed.
Field or Description
Button
Time Based Finish Criteria
Finish After Use to specify the campaign termination time in hours and minutes.
(Hours:Minut
es) Note:
The value for hours ranges from 0 to 1000 and the value for minute ranges from 0 to
59.
If you specify the Finish After (Hours:Minutes) value as “0:0”, then its Time Based
Finish Criteria is ignored.
Completion Code Based Finish Criteria
Add Condition

Conditi Completion Operator Value Actions

on code
Displays Use the drop You can Specify the value to use to
all down list to apply only terminate the campaign. For Use to delete the
conditio specify the one example, you can specify the condition.
ns in a completion code operator, > criteria as Answer Human is
serial to use to (greater greater than 10. In such a
number terminate the than) case, the campaign is
list. campaign. terminated after 10 calls are
answered by a live voice.
You can add
more than one
completion
codes.
Goal Based Finish Criteria
Contact Attribute

Conditi Contact Operator Value Actions

on atribute
Displays Use the drop You can Specify the value to
all down list to apply only terminate the campaign. For Use to delete the
conditio specify the one example, you can specify the condition.
ns in a contact attribute operator, contact attribute
serial to terminate the sum> (sum paymentamount sum
number campaign. greater >30000. The campaign
list. than) terminates when the
You can add
payment amount collected is
more than one
greater than 30000
contact
attributes.
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Field or Description
Button
Conditi Contact Operator Value Actions
on atribute
Note:
You can
select only
numeric
contact
attributes in
the goal
based finish
criteria.

Note:
If you specify a time based finish criteria or goal based finish criteria for a campaign, and the
job status is "Running” , Filter in Progress, then the job continues to run until all records in the
contact list are filtered. The job status changes to Running State, even if it meets the finish
criteria. When the job status changes to "Running", the job stops.

Processing Parameters page field descriptions

Use this page to define actions to be taken after a campaign is finished or stopped.
Field or Button Description
Export Data
Export Contacts on Use to export the information about successfully attempted contacts
completion along with the completion codes to a .csv file , after the job completes.
The export files are stored under the folders mentioned in the Campaign
Data Export Folder option on the POM Home > Configurations >
Global Configurations > Campaign settings page. The default value of
this parameter is $POM_HOME/Export. You can change the location
where to store the .csv file. You can use this file to export all successful
attempts of the given campaign after the campaign job is over.
POM copies the data to the exported xls(CSV ) file only after the contacts
are dialed, and the history creation process is complete. The data to be
exported in the CSV file is picked up from history tables only and not
from the operational tables. So, any updates made to the contact, after
the job that uses this contact is completed, won’t be copied to the Export
file, unless that job is reexecuted and is completed. POM copies data to
contact history table in the following cases:
• When contact is marked as “Done” or “Restricted”.
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 Processing Parameters page field descriptions

Field or Button Description

• When contact had callback and it was expired.
• While creating history of unattempted contacts.
If you select the Export Contacts on completion check box, you can
see additional fields such as Columns and Completion Codes. You can
select the columns to export with filtering the records using the
completion code.
For example, you can export only those contacts where the completion
code is Answer Human, and contact details such as First Name, Last
Name, Country.

Note:
While exporting contacts, you can see the contact attributes that you
select in the in .csv file in the Columns field with the values. For
POM 3.0.1 onwards, you cannot export the Last Attempt time and
Last Successful Attempt time contact attributes. If you have
specified these attributes earlier, POM ignores these attributes while
exporting contacts.
While exporting the contacts, the system considers the order of the
attributes as you have specified during associating the attributes for
a selected contact list. If you have not specified any order while
associating the attributes, the system considers the default order
while importing the contacts. The system maintains a sequence of
the columns to export.
Example 1: You have 2 contact lists, say contactlist1 and
contactlist2, both having the attribute salary in different order. Salary
attribute in contactlist1 is the second attribute and salary attribute in
contactlist2 is the third attribute. While exporting the contacts, the
system gives preference to salary attribute in contactlist1 as the
salary attribute is at a higher order.
Example 2: You have 2 different attributes in contactlist1 and
contactlist2, but are in the same location. Salary attribute in
contactlist1 is the second attribute and count attribute in contactlist2
is the second attribute. While exporting the contacts, the system
gives preference to salary attribute in contactlist1.
Custom Post Processing
Campaign post processor You can write a custom java class to process all attempts after the
class campaign terminates. For example, you can use this to export contacts
with customized details such as, campaign name, campaign ID, phone
number, email address after the campaign job is over. You must specify
the class path name. The class must implement the
PomJobPostProcessor interface and you must copy the class to the
$POM_HOME/lib/custom folder. For a sample class file, see the
Developer's Guide for Proactive Outreach Manager.

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Campaigns

Campaign Creation Wizard - Summary page field

descriptions
Use this page to view the campaign summary.
Field or Description
Button
Campaign Summary
Name and Displays the campaign name and the description.
Description
Campaign Displays the campaign type as Finite or Infinite.
Type
Campaign Displays the strategy name used for the campaign.
Strategy
Contact List Displays the name of the contact list used for the campaign with the zone the contact list
(zone name) belongs to.
Depending on the campaign strategy you select, you see the following fields:
Voice and Displays the media channel used for the campaign and the name of the server.
Video
Associated Displays the list of associated completion codes used for the campaign.
Completion
Codes

Run the Use to run the campaign.

Campaign
Schedule the Use to schedule the campaign.
Campaign
Go to Use to go to the Campaign Manager page.
Campaign
Manager

Save campaign as page field descriptions

Use this to replicate an existing campaign. You can make minor changes or some modifications
and keep the other configurations and the settings same as the existing campaign.
Field or Button Description
Save Campaign As:
Name Displays the name of the existing campaign, using which you can create a new
campaign.
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 Manage Campaign Schedules page field descriptions

Field or Button Description

New Name Use to specify a new name for the copy of an existing campaign strategy.

Note:
It is mandatory to enter a name.
Save Use to save the changes.

Manage Campaign Schedules page field descriptions

This page list the schedules associated with the campaigns. You can create, pause, resume, and
delete schedules.
Note:
While scheduling campaigns, if the campaign schedule falls in the shift window with the Daylight
Savings time (DST) clock change, the campaigns do not run.
Field or Button Description
Campaign Summary:
Name Displays the name of the campaign.
Type Displays the type of the campaign as finite or infinite.
Schedule Id Displays the schedule ID.
Frequency Displays the frequency of the campaign, as recurring or non recurring. Six frequencies
are available for recurring campaigns.
• Run Every N Minutes: This option creates a job for the campaign every N specified
minutes. For example if you specify 45 then it creates jobs every 45 minutes. So if
first job starts at 1200 hrs then the second starts at 1245 hrs and more until the
finish date.
• Daily: This option creates a job daily at the start time you mention during scheduling
and continues until the finish date.
• Weekdays only: This option creates a job on all days of the week except the
weekend days mentioned in the POM Home > Configurations > Global
Configurations> Campaign Settings field.
• Weekly: This option creates jobs on specified days and weekly recurring jobs are
automatically created. You can select the days of the week. For example, if you
select Monday and Friday, then the weekly jobs are created on Monday and Friday
at the start time mentioned during schedule until the finish date.
• Monthly: This option creates the jobs on a monthly basis depending on the start
date until the finish date.
• Yearly : This option creates the jobs on a yearly basis depending on the start date
until the finish date.
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Field or Button Description

Start Time Displays the start time of the campaign schedule.
End Time Displays the end time of the campaign schedule.
Actions You can perform the following actions:
• Use the icon to pause the campaign schedule.
• Use the icon to resume the campaign schedule.
•
Use the icon to delete the campaign schedule.
Add Use to add the schedule for campaign.

Schedule creation page field description

Use this page to schedule a campaign. You can specify whether you want a recurring campaign or
a run once campaign. You can also set the archival schedules for infinite campaigns.
If there are any country specific changes to the existing time zones, such as, addition of new time
zones, changes to the Daylight Savings Time (DST) rules, you must delete and re-create a
schedule.
For example, Russia has announced some changes to the standard time zones with effect from
26 October 2014. If any campaign schedule or data archival falls in the changed time zones, you
must delete and re-create the schedules so that the campaigns and data archival continue to run
properly.
The time zone field in the schedule is used to specify the schedule start time with respect to the
specified time zone. The system converts the schedule start time to the current POM system time
and runs the schedule as per the time on the POM server. The POM system scheduler honors the
DST of the current POM server and not the time zone mentioned while creating the schedule. The
system does not run the scheduled activities if the campaign director process is not running.
Field or Button Description
Start Date & Time:
Date Use to specify the start date for the campaign schedule. You can use the drop-down
list to select the month or click the date picker.
Time Use to specify the campaign schedule start time in 24 hour time format.
Time Zone Use the drop-down list to specify the time zone.
Recurrence:
The following field is available only if you check the Recurring selection box.
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 Schedule creation page field description

Field or Button Description

Recurring Use the selection box to create a recurring campaign. This field is visible only for
finite campaigns. Six frequencies are available for recurring campaigns.
• Run Every N Minutes: This option creates a job for the campaign every N specified
minutes. For example if you specify 45 then it creates jobs every 45 minutes. So if
first job starts at 1200 hrs then the second starts at 1245 hrs and more until the
finish date.
• Daily : This option creates a job daily at the start time you mention during
scheduling and continues until the finish date.
• Weekdays only: This option creates a job on all days of the week except the
weekend days mentioned in the POM Home > Configurations > Global
Configurations> Campaign Settings field.
• Weekly: This option creates jobs on specified days and weekly recurring jobs are
automatically created. You can select the days of the week. For example, if you
select Monday and Friday, then the weekly jobs are created on Monday and Friday
at the start time mentioned during schedule until the finish date.
• Monthly: This option creates the jobs on a monthly basis depending on the start
date until the finish date.
• Yearly: This option creates the jobs on a yearly basis depending on the start date
until the finish date.
The following field is available only if you check the Recurring selection box.
Finish Date Use to specify the finish date for the campaign schedule. You can use the drop-down
list to select the month or click the date picker.
Time Use to specify the time at which to end the recurring campaign schedule.

Field or Button Description

Archival Schedule Recurrence: Use this field to set the data archival schedule for campaigns. You can
archive the contact attempt data related to the campaign either hourly or daily at a specific time.

Note:

While defining the archival schedule for campaigns, if the archival schedule falls in the shift window with
the Daylight Savings time (DST) clock change, the data is not archived.
While scheduling a campaign with a completion code-based finish criteria, ensure that you set the archival
at the job end.
Hourly Use to schedule the archival of the contact attempt information related to the
campaign hourly.

Note:
The schedule runs on hourly basis such as at 10 a.m., 11 a.m. and more. If you
have scheduled a campaign on hourly basis and it starts at 4:30 p.m., then the
contact attempt information is archived once at 5 p.m. and then at 6 p.m. and
more.
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Field or Button Description

Run every N Use to schedule the archival of the contact attempt information related to the
hours campaign after a specified time interval in hours. For example, if you specify the
value as 5, then the archival schedule runs 5 hours after the campaign starts and
every 5 hours until the campaign ends.

Note:
If the campaign starts at 10 a m, the schedule starts first at 3 p m, then at 8 p m,
then at 1 a m and more.
Daily at Use to schedule the archival of the contact attempt data related to infinite campaign
to run daily at a specific time.
Archival at Job Use to schedule the archival of the contact attempt data related to finite campaign at
end the end of the job.

Creating a campaign (defining a campaign)

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Manager.
3. Click Add.
The system displays a dialog box where you can either create a new campaign or copy an
existing campaign.
4. (Required) Specify the Name of the campaign. This is a unique identifier for the campaign.
5. Click Continue.
6. On the Define Campaign page, specify the Description for the campaign. You can use
specific description to help you identify the purpose of the campaign.
7. Select the campaign strategy to associate with the campaign. You can either select an
existing campaign strategy from the drop-down list or create a new campaign strategy. For
more information about creating a campaign strategy, see Creating campaign strategy on
page 173.
8. Select the campaign type as Finite, or Infinite.
If you select the campaign type as Infinite, the Do not associate any Contact List at start
selection box is enabled.
9. Select a contact list to associate with the campaign. You can either select from the existing
lists, or create a new contact list.
POM associates the campaign with the respective zones depending on the contact list you
use in the campaign as contact lists are created at zone level.

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 Creating a campaign (specifying the media server and media specific parameters)

10. Click Next to specify optional parameters such as sorting order, filtering criteria, associate
custom completion codes, and the finish criteria on the next pages.
11. Click Finish button to complete the campaign creation process to specify optional
parameters on next pages.

Creating a campaign (specifying the media server and

media specific parameters)
Select the media servers to use for this campaign and perform media specific configurations. The
media used by a campaign is determined by the campaign strategy that you select.
Procedure
1. Specify the specific EPM server to use for the campaign. The campaign by default uses all
EPM servers configured to make outbound calls.
POM displays the EPM servers of all zones depending on the associated campaigns with
the respective zones.
2. Specify the prefix to dial such as the country code, area code. If you do not provide the
prefix, POM tries to place the calls, but the calls are not successful.
3. Specify the CCA Start as either On Connect or On Progress.
Use On Connect to start the CCA when the call is answered. The default value is 7500
milliseconds and the maximum value is 20000 milliseconds. You can specify any number in
the range 5000 and 20000 milliseconds.
Use On Progress to start the CCA immediately when POM finishes dialing the number
and the call progress starts. The default value is 24000 milliseconds, and you can specify
any number in the range 5000 to 45000 milliseconds.
4. Specify the CCA timeout value. This value depends on the On Connect and On
Progress values. The default value for On Connect is 7500 milliseconds and the default
value for On Progress is 24000 milliseconds.
5. Use the Enable Compliance Timer selection box. This is by default checked. If you
disable the timers, then the POM driver waits for the result of the call classification before
starting any application, and the maximum wait time for CCA result depends on CCA
Timeout.
• Start of Voice Timeout (milliseconds): Use this to configure the value for the timer.
The default value is 2000 milliseconds, and allows only numeric values. The combined
value of the Start of Voice Timeout (milliseconds) and Live Voice Timeout
(milliseconds) cannot be more than the CCA Timeout value.
• Live Voice Timeout (milliseconds): Use this to configure the value for the timer. The
default value is 1800 milliseconds, and allows only numeric values. The combined value

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Campaigns

of the Start of Voice Timeout (milliseconds) and Live Voice Timeout (milliseconds)
cannot be more than the CCA Timeout value.
For more information about the timers, see the POMDriver application description in
shipped applications on page 395.
Note:
The value of the individual timers cannot exceed the value configured in the CCA
Timeout field, and the sum of the two timers cannot exceed the value configured in the
CCA Timeout. For example, if you specify a value for CCA Timeout as 20000
milliseconds, and the Start of Voice Timeout (milliseconds) as 13000 milliseconds,
then specify the value for Live Voice Timeout (milliseconds) as either 7000 or less
than 7000. Also, if you specify the value of Live Voice Timeout (milliseconds) as
20000 milliseconds, then specify the Start of Voice Timeout (milliseconds) as 0.
6. Click Next to continue.

Creating a campaign (defining record selection and sort

criteria)
Use this step to define specific filter criteria and sorting order for contact list selected. If no criteria
are specified all contact records present in the contact list are selected for the campaign.
Procedure
1. Click Add Condition.
2. Use the drop-down list to select a Contact Attribute to use for filtering the records.
3. Select the operator from the drop-down list. Depending on the attribute you select, the list
of the operators varies.
4. You can enter a specific value in the Value field. Also, you can select values by clicking
to display the available values.
If you select more than one attributes, the condition is AND or OR depending on the way
you add attributes.
For example, if you have selected the following attributes:
company salary Date_Of_Birth
= ABC >= 5000 = $TODAY
in XYZ, UWX between 2000 and 4000 isNull

The criteria applied are:

• Select records having company as DELL, and salary greater than or equal to 5000, and
Date_Of_Birth is today.

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 Creating a campaign (associating completion codes)

OR
• Select records having company as Avaya or IBM, and salary between 2000 and 4000,
and Date_Of_Birth is not specified.
5.
Click to delete any contact attribute on which you do not want to filter the contact
records.
6. Specify a Contact Attribute you can use to sort the contact information.
You can sort contact data either in Ascending order or Descending order. If you do not
specify the sort order, the contact data is listed in the same manner as it displays in the
POM database.
7. Click to add the sorting for the contact attribute.
8.
Click to delete any contact attribute you do not want to sort.
9. Click Show Results to see the results.
You can see the number of records returned depending on the criteria that you specify.
Note:
You can change the filter or sort criteria for a running campaign dynamically from POM
Monitor.
Related links
Filtering and sorting records dynamically on page 371
POM shipped applications on page 395

Creating a campaign (associating completion codes)

Use this step to associate custom completion codes with a campaign. You can use the completion
codes selected here in subsequent steps of this wizard to define finish criteria.
Procedure
1. From the Available Completion Code List, select the completion codes to associate with
the campaign.
2. Click Move or Move All depending on the number of completion codes you select, to
move to the Selected Completion Code List.
3. Click Next to go to next step for campaign creation.

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Campaigns

Creating a campaign (associating addresses)

Use this step to associate the agent address book entries with a campaign. The system displays
the agent phone numbers of the selected agent address book entries in the Agent Desktop during
transfer and conference with external parties.
Procedure
1. From the Available Address List, select the addresses to associate with the campaign.
2. Click Move or Move All depending on the number of addresses you select, to move to the
Selected Address List.
3. Click Next to go to next step for campaign creation.

Creating a campaign (finish criteria)

Use this step to configure a finish criteria for the campaign.
Procedure
1. Specify the Time Based Finish Criteria to terminate the campaign after it runs for a
specific time. For example, to terminate the campaign after it runs for 6 hours from the start
time, you can specify that time in hours and minutes in the Finish After (Hours:Minutes)
field.
2. Specify a Completion Code Based Finish Criteria to terminate the campaign based on
existing completion codes.
a. Click Add Condition.
b. Use the drop-down list to select the completion code to use for specifying the finish
criteria.
c. Select the operator from the drop-down list. Only one operator is available; > (greater
than)
d. Specify the value in the Value field.
If you select more than one completion codes, the condition is AND or OR depending
on the way you add completion codes.
For example, if you have selected the following completion codes:
Answer Human Call Busy
> 300
> 30%

The criteria applied is:

• Terminate the campaign when the Answer Human dispositions are greater than
300.

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 Creating a campaign (processing parameters)

OR
• Terminate the campaign when the Call Busy dispositions count exceeds 30% of
total contacts for the job.
e.
Click to delete the completion code.
3. Specify a Goal Based Finish Criteria , when sum of ( specific contact attribute) exceeds
certain value. It can be set only for numeric contact attributes.
a. Click Add Condition.
b. Use the drop-down list to select the contact attribute to use for specifying the finish
criteria.
c. Select the operator from the drop-down list. Only one operator is available; sum >
(sum greater than)
d. Specify the value in the Value field.
If you select more than one contact attributes, the condition is AND or OR depending
on the way you add contact attributes.
For example, if you have selected the following attributes:
paymentamount dailytargetamount
sum > 3000000
sum > 250000

For example, if you select the paymentamount contact attribute , and specify the
condition as sum > 3000000
The criteria applied is:
• Terminate the campaign when the payment amount collected exceeds 3000000.
OR
Terminate the campaign when the daily target amount collected exceeds 250000
4. Click Next to go to the next step for campaign creation.

Creating a campaign (processing parameters)

Use this step to define the actions after a campaign is finishes or stops.
Procedure
1. Use the Export Contacts on Completion selection box to export contacts to a .csv file
after the job completes. You can use this file to export all successful attempts of the given
campaign after the campaign job is over.

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Campaigns

2. Specify the name of the Campaign Post Processor Class to write a custom java class to
process all attempts after the campaign terminates. For example, you can use this to
export contacts with customized details such as , campaign name, campaign ID, phone
number, email address after the campaign job is over. You must specify the class path
name. The class must implement the PomJobPostProcessor interface and copy the
class to the $POM_HOME/lib/custom folder. For a sample class file, see the
Developer's Guide for Proactive Outreach Manager.
3. Click Finish to create the campaign.
Finish is the last step for creating a campaign. The Next button is disabled. The system
displays a campaign summary page with all options. You can then either run, schedule, or
manage the campaign.

POM ports and licenses

Using POM you can run multiple simultaneous campaign jobs. The port licenses available to POM
are distributed among all running jobs. The distribution mechanism uses three parameters that are
set for each campaign task in the campaign strategy. These parameters are Minimum Ports,
Maximum Ports, and Priority. The priority is a number with minimum value as 1 and maximum
value 10. You can specify either a dynamic license or a reserved license. The higher the number,
the higher is the priority.
The allocation of ports to each job task is in proportion to the priority assigned to the job task. But
POM license manager never allocates more than the Maximum Ports assigned to a job task. Also,
the license manager tires to allocate at least the Minimum Ports to a job task.
Before starting an outbound call attempt, the Campaign Manager queries the license manager and
if available, gets the total number of licenses available for a job task and marks the license as “In
use”.
Note:
License allocation can be either reserved or dynamic.
Reserved licenses
The licenses which are not reallocated to other jobs or task unless recalculation occurs are called
reserved licenses.
In case of reserved licenses, the campaign job or task does not release the licenses though the
campaign job or task might not need the licenses.
The licenses allocated to the reserved job or task will be retained till the recalculation happens.
Jobs or tasks with reserved licenses cannot trigger the recalculation.
The license recalculation can occur when:
• A new job starts.

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 POM ports and licenses

• A job is stopped.
• A job is paused.
• A job is resumed.
• If you change the priority, minimum port, or maximum ports value through the POM monitor.
• A dynamic job is not using the allocated quota, and there are other jobs in the system that
need more licenses.
- In case of dynamic jobs with outbound or notification licenses, if the job does not make call
attempt for a duration of 1 minute then it is considered that the dynamic job does not need
more licenses.
Whenever license recalculation is triggered, the license quota for all jobs is recalculated
irrespective of their allocation type.
Dynamic licenses
POM 3.x helps in better allocation and license management with the help of dynamic licensing.
Dynamic licensing is useful for a job or a task that does not require all allocated licenses. There
are other jobs or tasks that require more licenses than the allocated licenses, simultaneously. With
the help of dynamic licensing, the system can release some licenses and assign the licenses to
the other jobs or tasks.
You can choose to use reserved licensing or dynamic licensing. If you choose dynamic licensing,
you must remember that:
• Only dynamic jobs or the tasks can donate the additional or excess licenses
• Any job or the task can borrow the additional or excess licenses
• No job or the task can use more licenses than the maximum value specified in the campaign
strategy
• Dynamic jobs or the tasks always reserve minimum licenses specified the campaign strategy
although the job or task might not need the licenses.
• Dynamic jobs or the tasks start donating licenses. Only the current job or the task does not
request for a license and the other jobs need more licenses.
• After donating licenses, dynamic jobs or the tasks get the license back only when the
dynamic job or the task needs the licenses.
• The system allocates the licenses that are released by dynamic job to other jobs according to
their priorities, and the minimum and the maximum values.
The following table shows the license calculation for different scenarios:
Priority Min Max Allocated
licenses
Total licenses available = 120
1 No constraints
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Campaigns

Priority Min Max Allocated

licenses
Job1 2 10 100 20
Job2 2 10 100 20
job3* 8 10 100 80
2 Max reached for one - excess redistributed
job1 2 10 100 30
job2 2 10 100 30
job3* 8 10 60 60
3 Shortfall for two - recovered from one with excess
job1 2 25 100 25
job2 2 25 100 25
job3* 8 10 100 70
4 Max for all - license wastage
job1 2 5 10 10
job2 2 5 10 10
job3* 8 5 90 90
5 Excess not enough to recover shortfall - three remain below min
job1 1 50 100 10
job2 2 50 100 20
job3 4 50 100 40
job4* 8 50 100 50

* denotes dynamic jobs.

POM marks a license as “In use” just before making a call attempt. The POMDriver application
releases the “In use” licenses once the call is over, call failed, or call is disconnected, or a call is
transferred to an agent.
A possibility is there that an error can occur in POMDriver application, or POM application and the
call is terminated. In such cases, the Campaign Director periodically checks for such failures and
forcefully releases the call and license. Two scenarios are there, where the Campaign Director
releases the call and license:
1. Error in the POMDriver application, where the call is in progress, but the MPP fails before
outcome of the call is available. Campaign Director looks for calls where the in progress
duration exceeds the configured time in minutes (Maximum call in-progress time parameter
in global configuration). If the Campaign Director finds such calls, the Campaign Director
forcefully releases the license engaged for such calls and marks the status of this call as
Attempt Timeout so that the contact can be dialed again.
2. Error in the POMDriver application where an answering machine or live voice answers the
call. The driver application launches the dialog application, but the application does not exit
properly, as the application server where the POMDriver application is running, crashes.

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 POM ports and licenses

Campaign Director looks for calls where the calls in answered state exceed the configured
time in minutes, that is, the maximum call time parameter in global configuration. If the
Campaign Director finds such calls, the Campaign Director forcefully releases the license
engaged for such calls and updates the call completion time.
Dynamic licensing behavior for agent based campaigns
POM allocates licenses to the job only when the agents are logged in and are attached to a job,
and releases the licenses from the job whenever the agents are detached from the job. When the
job snoozes, POM releases all the agents immediately along with the licenses. The license goes
back to the license pool. Also, during manual movement of agents, POM moves the licenses too,
along with the agents

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Chapter 8: Legal compliance requirements
administration

POM is an application that allows customers to automate their outbound contact handling utilizing
sophisticated strategies across multiple channels, including voice, E-mail, and SMS. Avaya
Proactive Outreach Manager’s industry leading Call Classification Analysis and associated Answer
Machine Detection capability helps to ensure the greatest level of productivity, while addressing
compliance requirements at the same time. It provides the features as outlined below to help our
customers achieving compliance with the Ofcom 2010 regulation related to the rules in the table
below.
Note:
It is the customer’s responsibility to use POM in compliance with the all applicable laws or
regulations.
Feature High level requirement Feature support offered by POM
Abandoned Call Rate The abandoned call rate shall be POM supports pacing calls to
no more than 3% of live calls per manage the desired abandoned
campaign (i.e. across call call level by utilizing the “Cruise
centres), or per call centre (i.e. Control” algorithm.
across campaigns) over a 24 hour
POM Cruise Control algorithm,
period. The abandoned call rate
when using predictive dialling,
must include a reasoned estimate
allows for maintaining the service
of Answer Machine Detection
level such that the number of
(AMD) false positives and may
abandoned, or nuisance calls is
exclude a reasoned estimate of
within the limit administered for a
calls abandoned to answer
given campaign.
machines.
Compliance across multiple
systems or across a call centre
has to be ensured by the call
centre management, or customer.
POM needs be configured to reset
the cruise control algorithm every
midnight (12:00 AM). In such
case, POM resets the number of
call hits and number of
abandoned, or nuisance calls so
that the algorithm maintains the
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 Feature High level requirement Feature support offered by POM
number of nuisance calls to be
within limit of that particular day.
Without such reset, the algorithm
would manage the nuisance for
the life time of the campaign,
rather than a given day. POM
provides an option to configure an
estimate for the false positive rate
of the Answer Machine Detection
(AMD) algorithm, and considers
the same in the calculation of
nuisance rate. The system default
is 3% which must be changed in
the implementation process to
reflect the reasoned estimate
determined for the particular
customer environment.
The nuisance call rate calculation
formula is:
Nuisance call rate = (Total number
of nuisance calls + (Total number
of answered calls * False Positive
Rate) / (Total number of nuisance
calls + Total number of answered
calls)) * 100.
The answered calls are those calls
which are answered with a
detection of live voice and handled
by a live agent.
POM raises an alarm when the
nuisance rate exceeds the
administered value per campaign.

Note:

The use of the Expert Calling

Algorithm is not recommended to
manage such a compliance
requirement. The Expert Calling
Algorithm does not support an
automatic management against a
given service level or nuisance
rate. Supervisors are to monitor
nuisance levels manually and
intervene when necessary.
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Legal compliance requirements administration

Feature High level requirement Feature support offered by POM

Information Message - Timing and In the event of an abandoned call POM can be configured to play an
Content (other than an AMD false positive), informational message when an
a very brief recorded information agent cannot be made available
message must start playing no either within 2 seconds after the
later than two seconds after the telephone off-hook event, or within
telephone has been picked up or 2 seconds after the live voice
within two seconds of the call energy is detected (contact begins
being answered. The information to speak).
message must contain at least the
Starting with POM 3.0.4 a
following information:
background AMD detection
capability has been introduced. It
supports to continue classification
of a call for potentially being an
answer machine even once the
call has already being connected
to an agent (in order to comply
with the patching the call to an
agent within 2 seconds), but
answer machine detection not yet
being complete.
• The identity of the company on The contact centre management,
whose behalf the call was made or customer must address this
(which will not necessarily be the requirement.
same company that is making
The message to be played has to
the call);
be provided by the contact centre
manager, or customer.
• Details of a Special Services The contact centre management,
(080 – no charge) or a Special or customer must address this
Services basic rate (0845 only) requirement.
or a Geographic Number (01/02)
The contact centre manager, or
or a UK wide Number at a
customer must provide the
geographic rate (03) number the
message to be played.
called person can contact so
they have the possibility of
declining to receive further
marketing calls from the
company; and
• includes no marketing content The contact centre management,
and is not used as an or customer must address this
opportunity to market to the requirement.
called person.
The contact centre manager, or
customer must provide the
message to be played.
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 Feature High level requirement Feature support offered by POM
Unanswered Calls Calls which are not answered POM allows configuring the
must ring for a minimum of 15 timeout parameter for outbound
seconds before being terminated. calls within the campaign strategy
associated with the campaign. The
default value of this parameter is
45 seconds. The administrator can
configure the timeout parameter
as desired. POM shows a warning
in the form of tooltip if a value to
less than 15 seconds is attempted
to be configured.
72 Hour Policy When an abandoned call (other POM provides an out of the box
than an AMD false positive), has 72 hour rule at the system level,
been made to a particular number, which blocks further calls for 72
any repeat calls to that number in hours. The system administrator
the following 72 hours may only be must associate the rule to the
made with the guaranteed campaign.
presence of a live operator.
POM marks the address restricted
due to 72 hour rule with a specific
completion code.
As an option the campaign
strategy in POM can be configured
to handle the completion code,
such that the same address can
be dialled again by an agent as a
preview dial attempt. This would
ensure that an address restricted
by 72 hour restriction can be
attempted by a guaranteed agent.
24 Hour Policy When a call has been identified by POM provides an out of the box
AMD equipment as being picked 24 hour rule at the system level,
up by an answer machine which blocks further calls for 24
(including AMD false positives), hours (same business day). The
any repeat calls to that specific system administrator must
number within the same 24 hour associate the rule to the
period may only be made with the campaign.
guaranteed presence of a live
POM marks the address restricted
operator.
due to 24 hour rule with a specific
completion code.
As an option the campaign
strategy in POM can be configured
to handle the completion code,
such that the same address can
be dialled again by an agent as a
preview dial attempt. This would
Table continues…

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Legal compliance requirements administration

Feature High level requirement Feature support offered by POM

ensure that an address restricted
by 24 hour restriction can be
attempted by a guaranteed agent.
Caller Line Identification For each outbound call a Caller POM allows configuring the CLI to
Line Identification (CLI) number is be used on the outbound call
presented to which a return call within the campaign strategy
may be made which is either a associated with the campaign.
geographic number or a non-
POM provides the following two
geographic number adopted as a
options:
Presentation Number which
satisfies the Ofcom Guide to the • Utilizing an administered CLI
use of Presentation numbers. value per strategy.
• Fetching the CLI from a field, or
attribute of the calling list record
within the calling list.
Marketing Any call made by the called The contact centre management,
person to the contact number or customer must address this
provided shall not be used as an requirement.
opportunity to market to that
person, without the person’s
consent.
Record Management Ofcom expects that where POM has provision to export
organizations are subject to this campaign data either at the end of
statement, records are kept for a a campaign or on a schedule
minimum of six months that basis.
demonstrate compliance with the
Customers are advised to store
above policy and procedures.
data externally to persist as
required for compliance purposes.

Note:
Ofcom rules do apply to predictive or progressive dialling modes, whereby they are not necessarily
applicable if thePOM solution is used in Preview mode. There is no over-dialling in Preview mode as
only a single call is placed with the agent being in the call for its full duration also qualifying the call
progress. In case of preview the agent has to ensure to respond to the customer according to the
compliance regulation.
Related links
Manage global configuration page field descriptions on page 293
Media Servers and Media Specific Parameters page field descriptions on page 51
Rule Editor on page 79
Reset Cruise Control Pacing Parameters on page 393
Rules page field description on page 86

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Chapter 9: Rule Editor

Rule Editor
Rules are restrictions that you can configure for outreach attempts based on contact/address,
number of attempts, channel, last attempt completion code, or nuisance frequency. For example,
you can create a rule to allow maximum 3 attempts in 24 hours. POM provides a Rule Editor that
allows you to configure rules. The Rule service must be running while performing any action in
Rule Editor. Otherwise, the system displays an error message.
Rule Editor does not support multi tenancy.
If you have Experience Portal administrator role or POM Campaign Manager role, then by default
you have access to the rule editor. You can also create a custom role for accessing the rule editor.
POM captures the rule configuration changes in audit logs.
In rule editor, you can:
• Configure rules that can be applied either to specific campaigns, or system wide.
• Exclude rules for callbacks, or for preview type campaigns.
• Apply rules against Voice, SMS, Email, or custom type of channel.
• Apply rules for contact address or a contact record. A contact record is identified based on a
contact ID that you give while importing a contact record into the POM system.
• Apply rules based on completion codes.
• Identify attempts that are restricted due to rules with custom completion codes.
• Enable or disable rules, retaining the campaign association, for a particular zone.
• Change the order of execution of the system and user defined rules at campaign level for a
specific zone.
• Edit a rule at runtime in a running campaign.
• Delete a rule. POM also allows deletion of rule associated with a running campaign. On
deletion of rule, its association with a campaign and job is also removed.
• Create custom rules using custom java class. For more information on creating a custom
class for custom rules, refer Developer Guide for Proactive Outreach Manager.
Note:
You cannot configure rules with duration greater than the data retention period for restricted
attempts. If you make any changes in the purge schedule, ensure you change the rules
accordingly if required.
POM allows you to configure strategy restrictions, global restrictions and rules, such that the
restrictions in a strategy are always given high precedence, followed by global restrictions, and

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Rule Editor

then the rules. Based on the completion code specified in the rule that restricted the contact, you
can decide the further course of action by creating a handler node in campaign strategy. For
example, before making an attempt, the campaign manager checks if the rule engine has
restricted any calls by the 24Hour AMD rule. If the campaign manager finds that the contact is
restricted by the AMD rule, then it will switch to preview mode.
Limitations
The Rule Editor has the following limitations:
• The rules are applied at zone level, but the rule engine counts the attempts across all zones
for a contact. Also, the rules are not specific to any particular organization.

Creating a rule
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop down menu, select Campaigns > Rule Editor.
3. Click Add.
4. Specify a Name for the rule.
5. Specify the Level of the rule as either Global or Campaign.
6. Specify whether you want to apply the rule either on a Contact or on Address. If you
select Address option, then specify the attribute that you want to restrict from the Address
Attribute drop down. The drop down lists all email and phone attributes.
7. Select Yes or No option to enable or disable the rule.
8. Specify the Channel Type for which you want to create the rule.
9. Specify whether you want to exclude the rule for any attempt type.
10. Select the Rule Category from the drop down.
Based on the category you select, system displays additional parameters on the screen
that you must configure for the rule. For example, for Custom rule category, you must
specify a Class Name.
11. Click Save.
Related links
Agents, agent states, call states, and job states on page 21

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 Create Rule page field descriptions

Create Rule page field descriptions

Field Name Description
Rule Attribute
Name Use to specify a name for the rule. The name is the
unique identifier of the rule.
Level Use this to specify the scope of the rule.
• Global: Select this option if you want to apply the
rule to all running campaigns irrespective of the
zone or tenant.
• Campaign: Select this option if you want to apply
the rule to a specific campaign.
Restrict On Use to specify whether the attempt must be
restricted on contact or address.
Contact: Select this to restrict the attempt for the
entire contact record. A contact record is identified
based on a user contact ID that you give while
importing a contact record into the POM system. If
two different contacts in two separate contact lists
have same user contact ID , then the rule engine
will consider them as the same contact. So, if the
rule restricts one contact record, then it will also
restrict another contact record having the same
user contact ID.
A contact record might have multiple addresses.
So, when you restrict an attempt on Contact,
attempts to all addresses for that contact record are
restricted. A contact address can be either phone or
email.
Address: Indicates the rule restricts attempt only to
specific address of the contact record.
When you select Restrict On as Address, then you see the Address Attribute field on the screen.
Address Attribute Use to specify the contact address attribute on
which you want to apply the rule. The Address
Attribute drop down has all the attributes of type
Phone, and E-Mail, and also the following values:
• All: Use this if you want to apply the rule on all
address attributes of the contact, and on external
number.
• All Contact Address Attribute: Use this if you
want to apply the rule on all address attributes of
the contact, except external number.
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Rule Editor

Field Name Description

• External Number: Use this if you want to apply
the rule on an external number.
Enabled Use this to enable or disable a rule.
• Yes: Select to enable a rule.
• No: Select to disable a rule.
Channel Type Use this to specify all the different channels on
which you want to apply the rule. You can select
multiple channels on which you want to apply the
rule. The following channel types are available:
• Voice
• Email
• SMS
• Custom
The rule gets applied only for the selected
channels. For example, if you select Voice channel,
then the rule gets executed only for Voice channel
and not for SMS, Email, or Custom channel.
Exclude if current attempt type Use to specify the attempt types for which rules will
not be executed. You can select multiple attempt
types at a time. You can exclude the rule for the
following attempt types:
• Preview
• Callback
• Redial
• External Consult
For example, if you select the Exclude if current
attempt type as Callback, then the rule will not be
executed for a “callback” attempt.
Rule Category Use this to specify the type of rule you want to
create. You can create following types of rules:
• Attempt Frequency: Select this option to create
a rule to restrict attempts beyond the maximum
attempts allowed in the specified duration. For
example, you can create a rule to allow maximum
of 2 attempts in last 3 hours.
• Attempt Completion Code: Select this option to
create a rule to restrict attempts based on the
previous completion code within the specified
duration. For example, if a contact receives a
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 Create Rule page field descriptions

Field Name Description

Call_busy completion code in last 24 hours, then
restrict that contact.
• Nuisance Frequency: Select this option to create
a rule to restrict attempts based on the frequency
of nuisance calls. For example, you can create a
rule to allow maximum 2 nuisance calls in last 3
hours.
• Custom: Select this option to create a custom
rule to restrict a contact attempt. For more
information on creating a custom class for custom
rule, refer Developer Guide for Proactive
Outreach Manager.
If you select the Rule Category as Attempt Frequency, you see the following fields on the screen:
Attempt From Use to specify whether you want the rule engine to
count the attempts from all running campaigns or
only a specific campaign. The following two options
are available:
• All Campaign: Select this option if you want to
restrict attempts from all campaigns.
• Same Campaign: Select this option if you want to
restrict attempts only from the specific campaign.
Maximum Attempt Specify the maximum number of attempts you want
to allow in the given duration for a contact or
address.
Same Calendar Day Use to specify whether you want to execute the rule
for the same calendar day. If you select Same
Calendar Day, then the rule considers the time only
till the midnight of the contact’s time zone. For
example, consider you have configured a rule that
allows maximum 3 attempts in 24 hours. If you have
selected the Same Calendar Day option and if you
run the rule at 4 P.M., then the rule engine will
check attempts only till midnight. If the Same
Calendar Day is not selected, then the rule engine
checks the attempts till 4 P.M. of the previous day.
Duration (In Hours) Use to specify the time period for which the
maximum number of configured attempts are
allowed. The duration is always relative to current
execution time. For example, if the rule is to allow
maximum of 2 attempts in last 3 hours, and
suppose the rule is executed at 4 PM, then rule
engine counts all the attempts between 1 PM to 4
PM.
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Rule Editor

Field Name Description

Previous Channel Type Use to specify different channel types for which you
want to consider the maximum attempt count. You
can select multiple channels to be counted. For
example, if you configure a rule for maximum of 2
attempts in last 24 hours and select the Previous
Channel Type as Voice, then the rule engine
counts all the voice call attempts only. If you select
the Previous Channel Type as Voice and Email
while configuring the rule, then the rule engine
counts all attempts on both the channels
cumulatively.
Exclude Completion Code in Attempt Count Use to specify the completion codes for which
previous attempts will not be counted during rule
execution. For example, if you select Ring No
Answer for Exclude Completion Code in Attempt
Count, then the previous attempt having completion
code as “RING_NO_ANSWER” will not be counted
while calculating number of attempts.
Restriction Completion Code Use to specify the completion code and assign the
completion code to the attempt which was restricted
by this rule.
If you select the Rule Category as Attempt Completion Code, you see the following fields on the
screen:
Attempt Completion Code Use to specify the attempt completion code for
which you want to restrict the attempt. For example,
if a contact receives a Call_busy completion code
in last 24 hours, then restrict that attempt.
Same Calendar Day Use to specify whether you want the rule to
consider the attempts for the same calendar day. If
you select Same Calendar Day, then the rule
consider the attempts made only till the midnight.
For example, consider you have configured a rule
that allows maximum 3 attempts in 24 hours. If you
have selected the Same Calendar Day option and
if you run the rule at 4 P.M., then the rule engine will
count attempts only till midnight. If the Same
Calendar Day is not selected, then the rule engine
counts the attempts till 4 P.M. of the previous day.
Duration (In Hours) Use to specify the time period in which only one
attempt for the configured completion code is
allowed. The duration is relative to current rule
execution time. For example, consider you have
configured a rule to restrict an attempt to a contact
with Call_busy completion code in last 3 hours. If
the rule is executed at 4 PM, then the rule engine
checks if there is an attempt for a contact having
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 Create Rule page field descriptions

Field Name Description

completion code as Call_busy between 1 PM to 4
PM. If the rule engine finds such an attempt, then it
restricts further attempts to that contact or address
as per the rule configuration.
Restriction Completion Code Use to specify the completion code that you want to
update the contact with, when the contact is
restricted by this rule.
If you select the Rule Category as Nuisance Frequency, you see the following fields on the screen:
Number of Nuisance Call Use to specify the maximum number of nuisance
calls that you want to allow in the specified duration.
Duration (In Hours) Use to specify the duration in which the configured
number of nuisance calls will be allowed. For
example, you can configure a rule to restrict attempt
to a contact after 5 nuisance calls are detected to
that contact in last 24 hours.
Restriction Completion Code Use to specify the completion code and assign the
completion code to the attempt which was restricted
by this rule.
If you select the Rule Category as Custom, you see the following fields on the screen:
Class Name Specify a fully qualified java class name, such as
“com.avaya.pim.api.PomCustomRule.TestCusto
mRule”, for providing custom implementation of the
rule. The rule engine invokes this class during
execution. A custom class has to implement the
interfaces provided by POM.
The response time of a custom rule directly impacts
the number of attempts made in a given time slot,
which in turn results in lower agent utilization.

Note:
If the custom rule execution takes longer time,
for example, more than 5 - 7 seconds, then
there is a possibility of the call becoming a
nuisance call.
For more information on custom class, refer
Developer Guide for Proactive Outreach Manager.
Custom Key Value Pair Use to specify parameters to the custom class in

the form of a key - value pair. Click icon to

add a key - value pair. You can add multiple key -
value pairs at a time.

Click icon to delete a key - value pair.

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Rule Editor

Field Name Description

Restriction Completion Code Use to specify the completion code and assign the
completion code to the attempt which was restricted
by this rule. If the custom class overrides the
completion code, then the restricted attempt is
assigned the new completion code. Else, the
restricted attempt is assigned the completion code
that you specify in Restriction Completion Code.

Button Description
Save Click to save the rule.

Related links
Agents, agent states, call states, and job states on page 21

Rules page field description

The Rules page displays the rules configured in the system. By default, POM provides two system
rules: 72Hours NUISANCE, and 24Hours AMD. For more information on system rules, see
Avaya Proactive Outreach Manager Overview and Specification.

Name Description
Name Displays the unique name of the rule.
Type Indicates whether the rule is a system rule or user
defined rule.
Level Indicates the scope of the rule. The scope can be
either Global, or Campaign level.
Restrict on Indicates whether the rule restricts an attempt on
contact or address.
Category Indicates the criteria based on which you want to
create the rule.
Restriction Completion Code Indicates the completion code which will be updated
when the rule restricts the contact.
Enabled Indicates whether the rule is enabled or disabled.
Action Indicates the action you can take on the rule. You
can take the following actions:
•
: Click to create a copy of an existing rule.
•
: Click to delete a rule.
• : Displays the campaigns associated with the
rule.

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 Global Rule Default Order page field description

Button Description
Add Click to add a new rule.
Global Rule Default Order Click to specify the order of execution of global
rules.

Global Rule Default Order page field description

The page displays the default order in which the global rules are applied in the system.

Name Description
Move to top Use this to move the rule at the top of the list.
Move up Use this to move the rule up in the list.
Move down Use this to move the rule down in the list.
Move to bottom Use this to move the rule at the bottom of the list.

Button Description
Apply Use this to apply the changes made to the order of
the rules.
Cancel Use this to cancel the changes that you make to the
order of the rules and return to the Rules page.

Display campaigns associated for rule page field

description
Name Description
Campaign Name Displays the name of the campaign associated with
the rule.
Zone Name (Comma separated list) Displays the zones within the campaigns for which
the rule is associated.

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Chapter 10: Campaign attributes

About campaign attributes

You can use campaign attributes to track or monitor campaign performance. Each campaign
attribute has a name and a datatype, which can be either Currency or Long. You cannot change
the name and datatype of the attribute after creating or adding the campaign attribute. POM can
use the campaign attributes through the native agent scripts or external scripts to monitor the
performance of campaigns.
For example:
If you are running a blood donation campaign and you want to know about the responses to the
campaign, you can create a campaign attribute <XYZ> with long datatype. You can increment the
response to the campaign in the XYZ attribute. At real time through the POM Monitor, the attribute
values in the Campaign Detail View show the total responses for the blood donation campaign.
If you are running a fund raising campaign and you want to know the total funds collected at the
end of the campaign, you can create a campaign attribute <ABC> with Currency datatype. The
agent can keep updating the fund value in the ABC attribute. At real time through the POM
Monitor, the attribute values in the Campaign Detail View show the total amount collected for the
fund raising campaign.
You cannot delete a campaign attribute if any native agent script is using the specified campaign
attribute, or if any of the reporting tables have the specified campaign attribute.
You can create more than one campaign attributes for a given campaign or use the same
campaign attribute for more than one campaign.
You can update the campaign attribute values using the Web services and the agent scripts.

Manage campaign attribute page field descriptions

This page displays the list of all existing campaign attributes. Depending on your user role, you
can add, change, or delete the campaign attributes. If a multitenant user creates a campaign
attribute, POM associates the campaign attribute to the user’s organization.
Field or Button Description
Name Displays the name of the campaign attribute.
Data Type Displays the data type of the campaign attribute.
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 Add new campaign attribute page field descriptions

Field or Button Description

Action
Use to delete the campaign attribute.
Add Use to add a new campaign attribute.

Add new campaign attribute page field descriptions

Use this page to add a new campaign attribute. You can add an attribute with either the Long
datatype or the Currency data type.
Field or Button Description
Add Campaign Attribute
Attribute name Specify a unique name for the attribute to add.
Data type Use the drop down list to select the data type to associate with the attribute.
Description Specify a brief description about the attribute.
Save Use to make the changes permanent.

Adding new campaign attribute

About this task
Perform the following steps to add a new campaign attribute.
Procedure
1. From the left pane, select POM > POM Home > Campaigns > Campaign Attributes.
2. Click Add.
3. Specify values for Attribute name, Data type, and Description fields.
4. Click Save to make the changes permanent.

Edit campaign attribute page field descriptions

Use this page to edit the description for the existing campaign attributes. You cannot edit the name
and the data type of the campaign attribute.

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Campaign attributes

Field or Button Description

Edit Campaign Attribute
Attribute name Displays the attribute name of the campaign attribute you select. You cannot edit
this field.
Data type Displays the data type of the campaign attribute you select. You cannot edit this
field.
Description Specify a new brief description about the campaign attribute.
Save Use to make the changes permanent.

Editing a campaign attribute

About this task
Perform the following steps to edit an existing campaign attribute.
Procedure
1. From the left pane, select POM > POM Home > Campaigns > Campaign Attributes.
2. From the list of existing campaign attributes, click the attribute you want to edit.
3. Edit the Description field.
You cannot edit the values for Attribute name and Data type. fields.
4. Click Save to make the changes permanent.

Deleting a campaign attribute

About this task
Perform the following steps to delete a campaign attribute.
Procedure
1. From the left pane, select POM > POM Home > Campaigns > Campaign Attributes.
2.
Select the campaign attribute to delete and click .
The system displays a message to confirm the deletion of the campaign attribute.
3. Click Yes to delete the campaign attribute.

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Chapter 11: Agent address book

About agent address book

Agent address book is a collection of frequently used or allowed phone numbers or SIP
addresses. The agent address book is used only if you are running agent-based campaigns. The
frequently used or allowed phone numbers or SIP addresses can be stored at one place and
assigned to different campaigns during the campaign creation with the help of the Campaign
Creation Wizard.

Manage agent address book page field descriptions

Use this page to add, delete, or modify the address book entries.
Field or Button Description
Text Box Use to enter the name of the agent address book to search.
Use to start the search.

Use to clear or cancel the search.

You see the following fields when you click Advanced

Select Use the drop down list to choose the search criteria. You can specify the
search criteria using any one option:
• Name
• Address
Select Use the drop down list to specify the operator you can use to specify the
search criteria. You can use the following operators:
• Equal to (=)
• Not Equal to (!=)
• in
• like
• not like
Quick Use to return to Advanced.
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Agent address book

Field or Button Description

Use to go to the first page.

Use to go to the previous page.

Text Box Use the text box to specify a particular page to navigate.
Go Use to navigate to the specified page number.

Show Use to specify the number of records to be displayed per page.

Use to go to the next page.

Use to go to the last page.

Page Displays the current page number.

Add Use to add one agent address book entry at a time.
Add Multiple Use to add more than one agent address book entries.
Delete Use to delete the agent address book entry.
If you have existing entries, you see the following fields:
Selection box Use to select one for more than one address book entry.
Name Displays the name of the entry.
Address Displays the address of the entry.
Description Displays the description of the entry.
Actions
Use to delete the address book entry.

Manage address book customer record list page field

descriptions
Use this page to add, delete, and change entries in the address book depending on the user role.
The entries can be phone numbers or SIP addresses frequently required by agents such as the
inbound call center addresses. You can use the entries in the address book for external transfers
or the call conferences . You can select specific entries using the campaign wizard and associate
the entries available to the agents associated with the campaigns.
Field or Button Description
Text Box Use to enter the name of the agent address book to search.
Use to start the search.

Use to clear or cancel the search.

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 Manage address book customer record list page field descriptions

Field or Button Description

You see the following fields when you click Advanced
Select Use the drop down list to choose the search criteria. You can specify the
search criteria using any one option:
• Name
• Address
Select Use the drop down list to specify the operator you can use to specify the
search criteria. You can use the following operators:
• Equal to (=)
• Not Equal to (!=)
• in
• like
• not like
Quick Use to return to Advanced.
Use to go to the first page.

Use to go to the previous page.

Text Box Use the text box to specify a particular page to navigate.
Go Use to navigate to the specified page number.

Show Use to specify the number of records to be displayed per page.

Use to go to the next page.

Use to go to the last page.

Page Displays the current page number.

Add Use to add one agent address book entry at a time.
Add Multiple Use to add more than one agent address book entries.
Delete Use to delete the agent address book entry.
If you have existing entries, you see the following fields:
Selection box Use to select one for more than one address book entry.
Name Displays the name of the entry.
Address Displays the address of the entry.
Description Displays the description of the entry.
Actions
Use to delete the address book entry.

Field or Button Description

Name Displays the name of the customer record added in the address book.
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Agent address book

Field or Button Description

Address Displays the phone numbers or SIP addresses frequently required by
agents for transfers or call conferences such as conferencing inbound
application. To use these entries in a campaign, you must first select
the entries in the campaign wizard. The phone numbers or SIP
addresses are available on agent desktop under External Consult.
Description Displays any additional information about the customer record.
Actions
Click to delete the specific customer record.
Add Click to add the customer record in the address book.
Delete Click to delete the customer record from the address book.

New contact page field descriptions

Use this page to add a new entry in the agent address book.
Field or Button Description
Name Specify a name for the agent address book entry.
Address Specify an address for the agent address book entry. You can specify either a
phone number or SIP address. For example, a SIP address can be specified
as sip:[email protected]. You can specify up to 25 addresses.
Description Specify a brief description for the agent address book entry.
Save Use to save the entry.

Multiple contacts page field descriptions

Use this page to add multiple new entries in the agent address book.
Field or Button Description
Name Specify a name for the agent address book entry.
Address Specify an address for the agent address book entry. You can specify either a
phone number or SIP address. For example, a SIP address can be specified
as sip:[email protected]
Description Specify a brief description for the agent address book entry.
Save Use to save the entry.
Add more rows Use to specify the number of new rows to add. The default value is 5.
Add Use to add multiple entries in the agent address book.
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 Adding address book entry

Field or Button Description

Note:
You can add maximum 25 agent addresses at one time in the agent
address book.

Adding address book entry

About this task
Perform the following steps to add address book entry. You can also add more than one entry at a
time.
Procedure
1. From the left pane, select POM > POM Home > Campaigns > Agent Address Book.
2. Click Add.
3. Enter the values for the Name and Address fields. You can also optionally add a brief
description in the Description field.
For example, a SIP address can be specified as sip:[email protected].
4. Click Save.

Adding multiple entries to address book

About this task
Perform the following steps to add more than one entry at a time.
Procedure
1. From the left pane, select POM > POM Home > Campaigns > Agent Address Book.
2. Click Add Multiple.
You can add 5 entries at one time. To add more entries, click Add.
3. Enter the values for each Name and Address fields. You can also optionally add a brief
description in the Description field.
For example, a SIP address can be specified as sip:[email protected].
4. Click Save.

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Agent address book

Edit contact page field descriptions

Use this page to edit an existing entry in the agent address book.
Field or Button Description
Name Specify a name for the agent address book entry.
Address Specify an address for the agent address book entry. You can specify either a
phone number or SIP address. For example, a SIP address can be specified
as sip:[email protected].
Description Specify a brief description for the agent address book entry.
Save Use to save the entry.

Editing address book entry

About this task
Perform the steps to edit an address book entry.
Procedure
1. From the left pane, select POM > POM Home > Campaigns > Agent Address Book.
2. Click the address book entry to edit.
3. Enter the values for the Name and Address fields. You can also optionally add a brief
description in the Description field.
For example, a SIP address can be specified as sip:[email protected].
4. Click Save.

Deleting address book entry

About this task
Perform the following steps to delete an address book entry.
Procedure
1. From the left pane, select POM > POM Home > Campaigns > Agent Address Book.
2. Select the address book entry to delete.
The system displays a message to confirm the deletion.
3. Click Yes to delete the address book entry.

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Chapter 12: Agent scripts

About agent scripts

For agent-based campaigns, the agents may require scripts for questionnaires or for gathering
and updating information. You can create the scripts with the embedded HTML script editor and
assign the scripts to campaigns. If a script is located on a different server, outside the POM
environment, then you can register the script as an URL on the POM server. Additionally, you can
also register a fail-over URL for the primary URL.
You can create two types of agent scripts; Native and URL. You can reuse the script by saving the
script with a different name and customizing the script. This option is valid only for the Native type
of agent scripts.
You can import or export a Native agent script. For creating or editing a Native type of agent script,
you need to work with a built-in editor. This editor lets you create your script and also has the
functionality to add POM-specific attributes like FirstName, LastName, Phone 1, and so on.
In case of a URL type of agent script, you need to specify the primary URL where the script
belongs. In case the primary URL does not function, you can also provide a fail-over URL.
To make the agent scripts work, you must add the POM server hostname and IP address in C:
\WINDOWS\system32\drivers\etc\hosts file in the agent's system.
If you are using Internet Explorer 8.0, you must disable the XSS filter option, click Tools > Internet
Options > Security > Custom Level > Scripting.
Even though POM allows updating attributes by the agent who is in ConfPassive or
ConsultPassive state, ensure you handle the updating of the attributes through the agent desktop.
If the system has not completed running the tomcat services and the agent receives a new call,
the system might not load the agent script. In such cases, the system displays the error
Displaying error 503, service temporarily unavailable. The agent must refresh
the agent script page from the agent desktop and once the system completes running the tomcat
services, the agent is able to view the agent script.
You can write a custom javascript code for designing an agent script. You must replace the special
character “+” with “_PLUS_CHAR_” and “&” with “_ampersand_” when you create a custom
javascript.

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Agent scripts

Manage agent scripts page field descriptions

Use this page to manage the agent scripts based on your role.
Note:
When you replace the HTML content through the Agent Script Editor, ensure you replace the
content only between the body tags. Do not replace or change the existing Javascript code,
but you can add new Javascript functions.
Field or Button Description
Text Box Use to enter the name of the agent script to search.
Use to start the search.

Use to clear or cancel the search.

You see the following fields when you click Advanced:

Select Use the drop down list to choose the search criteria. You can specify the
search criteria using any one option:
• Name
• Primary URL
• Fail over URL
Select Use the drop down list to specify the operator you can use to specify the
search criteria. You can use the following operators:
• Equal to (=)
• Not Equal to (!=)
• in
• like
Quick Use to return from Advanced.
Show Use to display the search results. You can choose to view the results either as
10, 20, 50 or all.
Page Use to display the current page number. You cannot change the value
manually.
Use to go to the first page.

Use to go to the previous page.

Text Box Use the text box to specify a particular page to navigate.
Go Use to navigate to the specified page number.
Use to go to the next page.

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 Manage agent scripts page field descriptions

Field or Button Description

Use to go to the last page.

Name Displays the agent script name.

Type Displays the type of the agent script.
State Displays the state of the agent script.
Primary URL For URL type, displays the primary URL for the agent script.
Fail Over URL For URL type, displays the fail-over URL, if the primary URL is not functioning.
Actions You can reuse an agent script by either using Save As or Export. You can also
delete the agent script.
• Click to save the script with another name.
•
Click to export the agent script.
•
Click to delete the agent script.
Add Click to add a new agent script.
Import Click to import the agent script.

You see the following fields when you click Import:

Field or Button Description

Import Agent Script
Agent Script Name Specify the name for the agent script.
File to Upload Specify the path of the file to upload.
Choose file Click to browse to the file to upload.
Import Click to import the agent script.

If you have a Native agent script, you can reuse the agent script using Agent Script Save As. You see the
following fields when you click Agent Script Save As:

Field or Button Description

Agent Script Save As
Agent Script Name Displays the original agent script name.
Save As Name Use to specify a different name for the agent script.
Save Click to save the agent script with the new name.
Save As Template Use to save the agent script as Template.
If you have a Native agent script, you can reuse the agent script using Export Agent Script. The system
displays a dialog box asking if, to open or save the agent script. If you click Save, the system displays a
folder structure which you can browse and then select the location where to save the agent script.

You see the following fields if you click Add.

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Agent scripts

Field or Button Description

Add an Agent Script
Select agent script type Use the drop-down list to select the type of the agent as URL or Native.
New agent script name Specify the name of the new agent script.
Continue

If you select the agent script type as URL, you see the following fields:

Field or Button Description

Select agent script type Specify the name for the agent script.
New agent script name Specify the name of the new agent script.
New primary URL Specify the primary URL.
Verfiy Click to verify if the primary URL is functioning.
Fail over URL Specify a fail-over URL, if the primary URL does not function.
Verify Click to verify if the fail-over URL is functioning.
Save Click to save the agent script.

When you run a campaign where you have specified the agent script as URL, you will see the
following additional parameters:
Field or Button Description
Session ID Current POM session ID information.
Agent Script ID The script ID of the specific agent script.
Destination IP Address The FQDN or IP address of Experience Portal system.
Contact List Name The contact list associated with the campaign.
Agent ID The ID of the logged in agent.
Agent Name The name of the logged in agent.
Organization Name The organization associated with the campaign.
User Name The user that creates the job.
User Contact ID The unique user provided contact ID of the imported contact.
Campaign Name The campaign associated with the agent.

If you select the agent script type as Native script, you see the following fields:

Field or Button Description

Select agent script type Specify the name for the agent script.
New agent script name Specify the name of the new agent script.
Use template Use to select the agent script saved as template.
Template Use the drop-down list to select the agent script.
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 Creating agent scripts

Field or Button Description

Continue Click to continue to open the editor, where you can specify the parameters and
the script details. After you have done updating the script, click Save. For
more information about working with the editor, see Working with the editor for
adding or editing Native type agent scripts on page 102.

If you click the name of the agent script, you can edit the selected agent script. If the selected agent script
is of type URL, you see the following fields:

Field or Button Description

Edit Agent Script
Agent Script Name Displays the name of the agent script. You cannot change the name once
specified.
New Primary URL Displays the name of the primary URL. You can specify a different name.
Verify Click to verify if the primary URL is functioning.
Fail-over URL Displays the name of the fail-over URL. You can specify a different name.
Verify Click to verify if the fail-over URL is functioning.
Save Click to save the agent script.

If you edit a Native type agent script, the system displays the editor where you can make changes to the
script and then click Save. For more information about working with the editor, see Working with the editor
for adding or editing Native type agent scripts on page 102.

Creating agent scripts

For agent-based campaigns, the agents might require agent scripts for questionnaires or for
gathering and updating customer information. A POM Administrator can create these scripts with
the embedded HTML script editor and assign to campaigns. If a script is located on a different
server, outside the POM environment, then you can register the script as a URL on the POM
server. Also, you can register a fail-over URL for the primary URL.
You can create two types of agent scripts; Native and URL. You can reuse the script by saving the
script with a different name and customizing the script. This option is valid only for the Native type
of agent scripts. You can also import or export a Native agent script. For creating or editing a
Native type of agent script, you must work with the built-in editor. This editor allows you to create
your script and also has the functionality to add POM-specific attributes such as FirstName,
LastName, Phone 1.
For an agent script of type URL, you must specify the primary URL where the script belongs. If the
primary URL does not function, you can also provide a fail-over URL.
Procedure
1. In the left pane, select POM > POM Home.

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Agent scripts

2. From the drop-down menu, select Campaigns >Agent Scripts.

3. Click Add to add a new agent script.
4. Use the Select Agent Script Type drop-down list to select the type of agent script.
5. Specify a name for the agent script.
6. Click Continue.
7. Create a script for the agent if you select the agent script type as Native. For more
information about working with the editor, see Working with the editor for adding or editing
Native type agent scripts on page 102.
8. Specify a Primary URL and a Fail-over URL for the agent script type URL.
9. Click Verify to check if the primary URL and the fail-over URL are functioning.
10. Click Save to save the agent script.

Working with the editor for adding or editing Native type

agent scripts
Use this page to add or edit a Native type of agent script using the editor. This is a built-in editor
where you can use general editing functionality of an editor in addition to POM specific attributes.
Agent script editor has the provision to add HTML form elements, embed images, tables,
hyperlinks and text formatting features.
User can leverage on the power and convenience of jQuery, which are linked with the Native
Agent Script.
On the Agent Desktop, attributes that are tagged as ‘marked’, are displayed as *****. Attributes
that are tagged as ‘Read-only’ are unavailable in Agent Script Editor’s ‘update Attribute’ and
‘update Multi-Attribute’ plug-ins.
Procedure
1.
Click to insert the system defined POM attributes in the script. For example, First
Name.
2.
Click to update the system defined POM attribute. For example, Phone Number 1.
a. Select the contact attribute from the drop-down list.
b. Select the UI type from the drop-down list.
• If you select the UI type as Text, then the system displays a text field where you
can enter and update the value.
• If you select the UI type as Text Area, then the system displays a text box where
you can enter and update the value.

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 Working with the editor for adding or editing Native type agent scripts

• If you select the UI type as Select, then the system displays drop-down list where
you can select the value.
c. Specify the button label to display to the agent using the Update Button Label field.
3. Click to update multiple POM attributes at one time. For example, First Name, Salary,
Address.
a. Select the contact attribute from the multiple select box.
b. Click the right arrow key to view the selected contact attribute and the left arrow key to
unselect the attribute.
c. In the Element Properties, specify the label to display to the agent.
• If you select the UI type as Text, then the system displays a text field where you
can enter and update the value.
• If you select the UI type as Text Area, then the system displays a text box where
you can enter and update the value.
• If you select the UI type as Select, then the system displays drop-down list where
you can select the value.
d. Specify the Button Name to display to the agent.
4.
Click to update agent attributes. The values you update are at the agent level.
Important:
You must define the agent attributes first in order to use them in the agent script.
a. Select the agent attribute to update using the drop down list.
b. Select a UI type to display on the screen. You can have the following UI types:
• Button for Add operation: Use to display the Add button on the screen.
• Button for Subtract operation: Use to display the Subtract button on the screen.
• Button for Assign operation: Use to display the Assign button on the screen.
• Make the input mandatory: Use to add validation and make the input mandatory.
For more information about updating the agent attribute and using the different UI
types, see the Examples section.
5.
Click to update the campaign attributes. The values you update are at the campaign
level.
Important:
You must define the campaign attributes first to use them in the agent script.
a. Select the campaign attribute to update using the drop down list.

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Agent scripts

b. Select a UI type to display on the screen. You can have the following UI types:
• Button for Add operation: Use to display the Add button on the screen.
• Button for Subtract operation: Use to display the Subtract button on the screen.
• Button for Assign operation: Use to display the Assign button on the screen.
• Make the input mandatory: Use to add validation and make the input mandatory.
For more information about updating the campaign attribute and using the different UI
types, see the Examples section.
6. Click Save to make the changes permanent and save the agent script.
Note:
You can edit the form elements such as Text Area, Text Field, Radio button, Check
box, and Selection field. However, POM does not support editing the properties of the
form.
Example
Update agent attribute
For example, if you are running a collection type of campaign and to ensure how many agents
collected how much amount, you can update the currency attribute. You can add the Add,
Subtract, Assign buttons on the screen and also confirm that you always enter the currency
attribute and never leave blank. The agents can then use the operation buttons on the screen and
add values as the campaign runs. The Add button appends the value entered to the existing
value. If the existing value is 50, and the agent types 50 and clicks Add, the system adds 50 to the
existing value. The Subtract button also works in the same way. The Assign button overrides the
existing value. If the agent types in 60 and clicks Assign, the system overrides the existing value
and replaces the existing value with 60.
Update campaign attribute
For example, if you are running a collection type of campaign and want to ensure how many much
amount is collected at the end of the campaign, you can update the currency attribute. You can
add the Add, Subtract, Assign buttons on the screen and also confirm that you always enter the
currency attribute and never leave blank. The agents can then use the operation buttons on the
screen and add values as the campaign runs. The Add button appends the value entered to the
existing value. If the existing value is 50, and the agent types 50 and clicks Add, the system adds
50 to the existing value. The Subtract button also works in the same way. The Assign button
overrides the existing value. If the agent types in 60 and clicks Assign, the system overrides the
existing value and replaces the existing value with 60.

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Chapter 13: Agent attributes

Agent attributes
You can use agent attributes to track or monitor agent performance. Each agent attribute has a
name and a data type. You can use only the Currency and Long data types for an agent attribute.
You cannot change the name and data type of the agent attribute after creating or adding the
agent attribute. POM can use the agent attributes through the native agent scripts or external
scripts to monitor agent performance for a specific campaign.
Example
If you are running a blood donation campaign and you want to know the number of responses that
an agent received, you can create an agent attribute <XYZ> with the Long data type. The agent
increases, decreases, or updates the value of the <XYZ> agent attribute when the agent receives
a response. In real time through POM Monitor, the attribute values in the Agent Detail View show
which agent received how many responses and track the agent performance.
If you are running a collection and want to know each agent's do not use possessive s collection,
you can create an agent attribute <ABC> with the Currency data type. The agent increases,
decreases, or updates the value of the <ABC> agent attribute with the amount of funds collected.
In real time through POM Monitor, the attribute values in the Agent Detail View show each agent’s
collection.
You cannot delete an agent attribute if any native agent script is using the specified agent attribute
or if any reporting tables have the specified agent attribute.
You can create more than one agent attribute for a given campaign, or you can use the same
agent attribute for more than one campaign.
You can update the agent attributes using Web services and the agent scripts.

Manage an agent attribute page field descriptions

This page displays the list of all existing agent attributes. Depending on your user role, you can
add, change, or delete the agent attributes. If a multitenant user creates an agent attribute, POM
associates the agent attribute to the user’s organization.
Field or Button Description
Manage Agent Attribute
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Agent attributes

Field or Button Description

Name Displays the name of the agent attribute.
Data Type Displays the data type of the agent attribute.
Action
Use to delete the agent attribute.
Add Use to add a new agent attribute.

Add new agent attribute field descriptions

Use this page to add a new agent attribute. You can add agent attributes with Long and Currency
data types.
Field or Button Description
Add Agent Attribute
Attribute name Specify a unique name for the agent attribute to add.
Data type Use the drop-down list to select the data type to associate with the agent
attribute.
Description Specify a brief description about the agent attribute.
Save Use to make the changes permanent.

Adding a new agent attribute

Procedure
1. From the left pane, click POM > POM Home > Campaigns > Agent Attributes.
2. Click Add.
3. Specify values for the following fields:
• Attribute name
• Data type
• Description
4. Click Save to make the changes permanent.

Edit an agent attribute page field descriptions

Use this page to edit the description for the existing agent attributes. You cannot edit the name
and the data type of the agent attribute.

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 Editing an agent attribute

Field or Button Description

Edit Agent Attribute
Attribute name Displays the attribute name of the agent attribute you select.
Data type Displays the data type of the agent attribute you select.
Description Specify a brief description about the agent attribute.
Save Use to make the changes permanent.

Editing an agent attribute

Procedure
1. From the left pane, click POM > POM Home > Campaigns > Agent Attributes.
2. From the list of existing agent attributes, click the attribute to edit.
3. Edit the Description field.
You cannot edit the values for the Attribute name and Data type fields.
4. Click Save to make the changes permanent.

Deleting an agent attribute

Procedure
1. From the left pane, select POM > POM Home > Campaigns > Agent Attributes.
2.
Select the agent attribute to delete and click .
The system displays a message to confirm the deletion of the agent attribute.
3. Click Yes to delete the agent attribute.

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Chapter 14: Completion codes

About completion code

Completion codes identify the outcome of either making a phone call, sending SMS, e-mails as
part of the campaign. Completion codes are of two types: system completion codes and custom
completion codes. POM internally updates the system completion codes for each call, SMS, and
email. You can define and associate one or more custom completion codes with a campaign when
you need some user input. Completion codes tracks the progress of a contact in a campaign
cycle. For example, if you have a blood donation campaign, when the potential donor answers the
telephone, POM plays a custom Dialog Designer or Avaya Aura® Orchestration Designer
application with a message that prompts the potential donor to press 1 if interested, or 2 if not
interested. On pressing 1 or 2, the Dialog Designer or Avaya Aura® Orchestration Designer
application updates the appropriate completion code (Interested in Blood Donation, Not interested
in Blood Donation) using the POM Pluggable Data Connectors (PDC).
The following table lists the system completion codes.
Completion Code Completion Code name Description Notes
name in Report
In_Queue In Queue In Queue This completion code is
assigned to all contacts
which are not processed.
You can view this
completion code in
reports for contacts not
attempted for a
campaign. This operation
can happen when a
campaign is stopped or
finished before all
contacts can be
attempted. This
completion code is
applicable for all types of
campaigns.
Attempt_In_Progress Attempt In Progress Attempt In Progress This completion code is
assigned to all contacts
when the contacts are
processed. This
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 About completion code

Completion Code Completion Code name Description Notes

name in Report
completion code is
temporary and must
change once a
completion code is
received for that attempt.
POM port license blocks
when a contact attempt is
in progress.
Call_Waiting Call Waiting Call Waiting The call is waiting.
Disconnected_By_User Disconnected By User Disconnected By User This completion code is
used for notification
campaigns only, and is
assigned when the called
party hangs up the call
before the notification is
played to the called party.
This completion code is
deprecated.
Disconnected_By_Syst Disconnected By System Disconnected By System This completion code is
em assigned when the
system disconnects a call
during the call
classification or while
playing the nuisance
application. For
notification campaigns,
this completion code is
assigned when the
system hangs up the call
before the notification is
played to the called party.
This completion code is
deprecated.
Disconnected_By_User Disconnected By User- Disconnected By User- This completion code is
_NuisanceApp NuisanceApp NuisanceApp assigned when the call is
hung up by the user,
before the agent
interaction with the user
while playing nuisance
application. This
completion code is
applicable for agent
based campaigns.
Disconnected_By_User Disconnected By User- Disconnected By User- This completion code is
_CCA CCA CCA assigned when the call is
hung up by the user,
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Completion codes

Completion Code Completion Code name Description Notes

name in Report
before the agent
interaction with the user,
or before playing the
notification, during the
call classification
process. This completion
code is applicable for
both, agent based, and
notification campaigns.
Disconnected_By_Syst Disconnected By Disconnected By This completion code is
em_NuisanceApp System-NuisanceApp System-NuisanceApp assigned when the call is
hung up by the system,
before the agent
interaction with the user
while playing nuisance
application. This
completion code is
applicable for agent
based campaigns.
Disconnected_By_Syst Disconnected By Disconnected By This completion code is
em_CCA System-CCA System-CCA assigned when the call is
hung up by the system,
before the agent
interaction with the user,
or before playing the
notification, during the
call classification
process. This completion
code is applicable for
both, agent based, and
notification campaigns.
BgrndAMD_Nuisance_ Background AMD Delay in connecting This completion code is
Call Nuisance Call agent during assigned when the
Background AMD Background AMD
property is set to ON and
POM is unable to
connect to an agent
within the compliance
timer.
Call_Busy Call Busy Call Busy This completion code is
assigned when the status
of the call party is
detected as busy . This
completion code is
applicable only for voice
campaigns.
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 About completion code

Completion Code Completion Code name Description Notes

name in Report
Ring_No_Answer Ring No Answer Ring No Answer POM must receive
ringing indication from
network for assigning the
Ring No Answer
completion code. This
completion code is
applicable only for voice
campaigns. Ring No
Answer is assigned when
the Driver application
receives ringing event
during a call progress
from MPP within the
configured timeout
interval. The Timeout(in
sec), can be set for the
Call node in the
campaign strategy for a
campaign.
Call_Answered Call Answered Call Answered This completion code is
assigned when a connect
is detected for a call. If
Enhanced CCA is ON,
this changes depending
on result of the further
call analysis. When
Enhanced CCA is off, this
is the final system
completion code for all
successful calls. This
completion code is
applicable only for voice
campaigns.
Answer_Human Answer Human Call Answered (Human) This completion code is
assigned when the CCA
engine detects live voice
for a call. This completion
code cannot be received
if Enhanced CCA is off.
This completion code is
applicable only for voice
campaigns.
Answer_Machine Answer Machine Call Answered This completion code is
(Machine) assigned when the CCA
engine detects answering
machine response for a
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Completion codes

Completion Code Completion Code name Description Notes

name in Report
call. This completion
code cannot be received
if Enhanced CCA is off.
This code is applicable
only for voice campaigns.
Network_Refusal Network Refusal Network Refusal This completion code is
assigned if any error is
received from network for
a call. This completion
code is applicable only
for voice campaigns.
Invalid_Number Invalid Number Invalid Number This completion code is
assigned if the address
provided is not valid or is
blank. This completion
code can be received for
a voice, or SMS based
campaign.
No_Answer No Answer Call not answered and This completion code is
no specific result assigned if the call is not
available. answered and ringing
event not received at
telephony level.
Fax_Machine Fax Machine Call Answered(Fax) This completion code is
assigned when the CCA
engine detects a fax
machine after the call
answer. This completion
code is applicable only
for voice campaigns.
SIT_Tone SIT Tone Special Information Tone This completion code is
assigned when the CCA
engine detects Special
Information Tones. This
completion code is
applicable only for voice
campaigns.
Reorder_Tone Reorder Tone Reorder Tone This completion code is
assigned when the CCA
engine detects reorder
tone. Network can send
reorder tone for various
reasons. Consult the
service providers for
knowing reasons for this
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 About completion code

Completion Code Completion Code name Description Notes

name in Report
code. This completion
code is applicable only
for voice campaigns.
Max_Attempts_Reache Max Attempts Reached Max Attempts Reached This completion code is
d assigned when the
maximum attempts to
connect to the contact
are reached. This is for
future use.
Email_Queued Email Queued Email Queued This completion code is
assigned when POM
sends an email to
Experience Portal.
Email_Sent Email Sent Email Sent This completion code is
assigned when the
Experience Portal system
successfully sends the
email.
Email_Delivered Email Delivered Email Delivered This completion code is
assigned when the
system successfully
delivers the email to the
recipient address
specified by the sender,
which includes "delivery"
to a mailing list exploder.
It does not indicate that
the message is read.
Email_Failed Email Failed Email Failed This completion code is
assigned when the
system cannot deliver the
email to the recipient.
The Reporting MTA has
abandoned any attempts
to deliver the message to
this recipient. No further
notifications must be
expected.
Email_Expanded Email Expanded Email Expanded This completion code is
assigned when the
system successfully
delivers the email to the
recipient as specified by
the sender, but forwarded
by the Reporting-MTA
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Completion codes

Completion Code Completion Code name Description Notes

name in Report
beyond that destination
to multiple additional
recipient addresses.
Email_Relayed Email Relayed Email Relayed This completion code is
assigned when the
system relays the
message into an
environment that does
not accept responsibility
for generating DSNs on
successful delivery.
Email_Delayed Email Delayed Email Delayed This completion code is
assigned when the
system indicates that the
Reporting MTA has so far
been unable to deliver or
relay the message, but
continues to attempt to
do so.
Email_Couldnot_Send Email could not be sent Email could not be sent This completion code is
assigned when the
Experience Portal system
cannot send the email
because of some
unknown error.
Email_Couldnot_Delive Email could not be Email could not be This completion code is
r delivered delivered assigned when the
system does not deliver
the email because of
some unknown error
SMS_Queued SMS Queued SMS Queued This completion code is
assigned when a SMS is
given to the SMS Server
for sending. This
completion code is
usually the first
completion code for a
SMS. This completion
code is applicable only
for SMS campaigns.
SMS_Sent SMS Sent SMS Sent This completion code is
assigned when the SMS
server receives a
response from the SMPP
Service provider for the
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 About completion code

Completion Code Completion Code name Description Notes

name in Report
sent SMS. The SMPP
service provider sends
this response
acknowledging the
receipt of SMS on the
SMPP Server end. This
completion code is
applicable only for SMS
campaigns.
SMS_Delivered SMS Delivered SMS Delivered This completion code is
assigned when a delivery
report is received for a
SMS. This completion
code is received only if
Delivery Receipts is
enabled while configuring
the SMPP connection.
This completion code is
applicable only for SMS
campaigns.
SMS_Failed SMS Failed SMS Failed This completion code is
assigned when the POM
system fails to send the
SMS. This completion
code is applicable only
for SMS campaigns.
SMS_Buffered SMS Buffered SMS Buffered This completion code is
assigned when the POM
system buffers the SMS.
SMS_Rejected SMS Rejected SMS Rejected This completion code is
assigned when the SMS
is rejected from SMPP
server.
SMS_Couldnot_Send SMS could not be sent SMS could not be sent This completion code is
assigned when the POM
system cannot send the
SMS.
SMS_Couldnot_Deliver SMS could not be SMS could not be This completion code is
delivered delivered assigned when the POM
system cannot deliver the
SMS.
Media_Server_Failure Media Server Failure Media Server Failure This completion code is
assigned when the POM
system fails to invoke the
media server for a
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Completion codes

Completion Code Completion Code name Description Notes

name in Report
contact attempt. Some of
the reasons for this can
be - server is not
functional or server is not
reachable. This
completion code is
received only when the
automatic retry on media
server failure is turned off
in the campaign strategy.
This completion code is
applicable for all types of
campaigns.
General_Failure General Failure General Failure This completion code is
assigned when the POM
system encounters a
general error.
Restricted_DNC Restricted DNC Restricted DNC This completion code is
assigned when DNC
restriction is ON in either
campaign restrictions or
campaign strategy and
the contact address is
included in the DNC list.
This completion code is
applicable for all types of
campaigns.
Restricted_Other Restricted Other Detected Restriction This completion code is
assigned when a
permanent restriction
mentioned in either
campaign restrictions or
campaign strategy is
applicable for a given
contact. This completion
code is applicable for all
types of campaigns.
Invalid_Address Invalid Address Address is Invalid This completion code is
assigned when the email
address specified is
invalid. This completion
code is applicable only
for email campaigns.
Attempt_Timeout Attempt Timeout No Completion Code This completion code is
Received assigned when no result
is received for an attempt
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 About completion code

Completion Code Completion Code name Description Notes

name in Report
within specified time
duration. The agent can
change this duration in
the POM global
configurations. This
completion code can be a
result of abnormal
situations such as crash
or hang situations in
some components of the
system (mainly MPP or
Web service
components) and this
code is assigned to
release POM ports from
being stuck forever. This
completion code is
applicable for all types of
campaigns.
Application_Error Application Error Error occurred while This completion code is
starting application assigned when an error
is received while starting
an application assigned
for a call campaign. This
completion code is
received before the call is
made and so prevents
the call from starting in
the error conditions.
Some of the possible
reasons for this
completion code are , the
application server hosting
the application is not
functional, is overloaded,
or is not reachable.
Another reason can be
that, errors are there in
the application and so it
cannot start. This
completion code is
applicable only for voice
campaigns.
Custom_Invoke_Done Custom Invoke Finished Custom Invoke Finished This completion code is
assigned when the
custom invoke is finished
for custom pacing.
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Completion codes

Completion Code Completion Code name Description Notes

name in Report
Rejected_By_Selector Rejected by Selector Contact was moved to This completion code is
done at selector state assigned when the POM
moves the contact to
done at the selector
state. This completion
code is applicable only
for agent-based
campaigns.
Nuisance_Call Nuisance Call This completion code is
assigned when POM
does not find an agent.
This completion code is
applicable only for agent-
based campaigns.
From POM 3.0.4, this
completion code will be
deprecated and system
will no longer mark calls
with this completion
code. Instead, such calls
will be marked as
Disconnected_By_User_
NuisanceApp or
Disconnected_
By_System_NuisanceAp
p.

Note:
This will not break
existing campaign
strategies, but
system will not take
any desired action.
In such case, modify
the campaign
strategy with the
new completion
codes.
Reject_In_Preview Reject In Preview Rejected in preview by This completion code is
agent assigned when the agent
rejects the contact in the
preview state. This
completion code is
applicable only for agent-
based campaigns.
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 About completion code

Completion Code Completion Code name Description Notes

name in Report
Preview_In_Progress Preview In Progress Preview is in progress by This completion code is
an agent assigned when the agent
is previewing the contact.
This completion code is
applicable only for agent-
based campaigns.
Callback_Expired Callback Expired No callback could be This completion code is
made as expiry time has assigned when POM
passed. cannot callback as the
callback time has
passed. This completion
code is applicable only
for agent-based
campaigns.
Callback_Terminated Callback Terminated Callback terminated as This completion code is
the campaign was assigned when POM
stopped/finished cannot callback as the
campaign stops or it
finishes. This completion
code is applicable only
for agent-based
campaigns.
Callback_Postponed Callback Postponed Callback postponed as This completion code is
there were no agents assigned when no agents
available to handle it are there available for the
callback. This completion
code is applicable only
for agent-based
campaigns.
Callback_Inqueue Callback Queued Callback is in queue of This completion code is
an agent assigned when the
agents put the callback in
queue. This completion
code is applicable only
for agent-based
campaigns.
Desktop_Error Desktop Error Agent desktop error This completion code is
while processing the assigned when you get
contact an error on the agent
desktop while processing
the contact information.
This completion code is
applicable only for agent
based campaigns.
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Completion codes

Completion Code Completion Code name Description Notes

name in Report
Disconnected_by_agen Agent Disconnect Agent disconnected This completion is
t customer call in dialing assigned when the agent
state disconnects the call in
dialing state. This
completion code is
applicable only for agent-
based campaigns.
Restricted_by_24_hour Restricted by 24 hours Contact restricted due to This completion code is
s_AMD AMD 24 hours AMD system assigned when a contact
rule is restricted by the
24Hour AMD system
rule.
Restricted_by_72_hour Restricted by 72 hours Contact restricted due to This completion code is
s_Nuisance Nuisance 72 hours nuisance assigned when a contact
system rule is restricted by the
72Hours NUISANCE
system rule.
Rule_Engine_Executio Rule Engine Execution Contact restricted This completion code is
n_Failure Failure because of error in rule assigned when a contact
execution is restricted due to an
error in the rule
execution.
Contact_Excluded Contact Excluded Callback/Retry This completion code is
terminated as the assigned when a contact
contact was excluded is restricted as it is
present in the exclusion
list.
Rejected_Due_To_Atte Rejected Due To Attempt Contact is rejected by This completion code is
mpt_Already_In_Progr Already In Progress rule engine as already in assigned when a contact/
ess progress address is restricted by
the rule engine when the
contact/address is in
progress.

Note:
You can create custom completion codes with the same names as the system completion
code, but the same names might lead to a confusion in a campaign strategy.
For example, if you create a completion code by the name Answer Human, you see two
Answer Human completion codes in the drop-down list while creating a campaign strategy.
You find it difficult to differentiate between the custom and the system completion code.
For MS SQL database, the completion code is case-insensitive. For example if you have a
completion code <CD1> and another as <cd1>, MSSQL does not recognize the completion
codes as two different completion codes. If <CD1> already exists, you cannot have another
completion code as <cd1>.

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 Completion codes page field descriptions

The completion codes an Org user creates, are accessible only to users belonging to the creator's
organization. A global user has access to all completion codes across all organization. For an Org
user, the completion codes associated to the user’s organization are accessible while creating and
editing campaigns, creating and editing campaign strategies.
Note:
A global user is a user who does not belong to any organization, and has the POM
Administration and POM Campaign Manager roles. An organization user (Org user) is a user
who belongs to an organization created in Avaya Aura® Experience Portal, and has the Org
POM Campaign Manager role.

Completion codes page field descriptions

Use this page to add new completion codes.
Note:
You can not add custom completion codes with the same name as system completion codes.
Field or Description
Button
Textbox Use to enter the name of the completion code to search.
Use to start the search.

Use to clear or cancel the search.

You see the following fields when you click Advanced

Select Use the drop down list to choose the search criteria. You can specify the search criteria
using any one option:
• Completion Code
• Right Party Connect
• Success
• Closure
Select Use the drop down list to specify the operator you can use to specify the search criteria.
The list of available operators differs when you select different options.
If you select Completion Code, you can use any one of the operators:
• Equal to (=)
• Not Equal to (!=)
• In
• Like
Use the text box to specify the criteria after you select the operator.
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Completion codes

Field or Description
Button
If you select Right Party Connect, or Success, or Closure, you can use only the equal to
(=) operator.
Select
Quick
Show
Page
Use to go to the first page.

Use to go to the previous page.

Records Per Use to specify the number of records to be displayed per page.
Page
Text Box Use the text box to specify a particular page you want to navigate.
Go Use to navigate to the specified page number.
Use to go to the next page.

Use to go to the last page.

Field or Button Description

Check Box
Completion Code ID Displays the unique completion code ID.
Completion Code A unique name for the completion code.
Right Party Connect Displays if the Right Party Connect flag is set for completion code. You can use
the flag only for custom completion codes. This flag helps you to determine the
total number of Right Party Connect count. The count is shown in completion
code summary reports and POM Monitor.
Success Displays if the Success flag is set for completion code. You can use the flag
only for custom completion codes. This flag helps you to determine the total
number of Success count. The count is shown in completion code summary
reports and POM Monitor.
Closure Displays if the Closure flag is set for completion code. You can use the flag
only for custom completion codes. This flag helps you to determine the total
number of Closure count. The count is shown in completion code summary
reports and POM Monitor.
Description A brief description of the completion code.
Actions The action that can be performed on the completion code.
•
Click to delete the completion code.
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 Add completion code page field descriptions

Field or Button Description

Note:
You cannot delete a completion code in the following cases:
- The completion code is associated with a campaign. In such cases, you
need to remove the association with the campaign and then delete the
completion code.
- If the completion code is associated with an Avaya Aura® Orchestration
Designer application created using PDC nodes, you must remove the
association with the Avaya Aura® Orchestration Designer application and
then delete the completion code.
- If the completion code is a part of historical information stored in the
database.
Add Use to add the completion code.
Add Multiple Use to add more than one completion code
Delete Use to delete the completion code.
Help

Add completion code page field descriptions

Use this page to add new completion codes.
Note:
You can not add custom completion codes with the same name as system completion codes.
Field or Description
Button
Name Use to specify an unique identifier for the completion code.

Note:

The maximum length of completion code name is 80 characters.

Description Use to specify a brief description of the completion code.
Right Party Use to specify to use the Right Party Connect flag for completion code. You can use the
Connect flag only for custom completion codes. This flag helps you to determine the total number
of Right Party Connect count. The count is shown in completion code summary reports
and POM Monitor. For example if you are running a blood donation campaign, you can
use the Right Party Connect flag to mark all contacts with whom you can connect and
explain about the campaign.
Success Use to specify to use the Success flag for completion code. You can use the flag only for
custom completion codes. This flag helps you to determine the total number of Success
count. The count is shown in completion code summary reports and POM Monitor. For
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Completion codes

Field or Description
Button
example, if you are running a blood donation campaign, you can use the Success flag to
mark all contacts who have responded to the campaign.
Closure Use to specify to use the Closure flag for completion code. You can use the flag only for
custom completion codes. This flag helps you to determine the total number of Closure
count. The count is shown in completion code summary reports and POM Monitor. For
example, if you are running a blood donation campaign, you can use the Closure flag to
mark all contacts with whom you can connect, take the responses from the contacts and
then mark the interaction as closed.
Save Use to save the completion code.

Adding completion code

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Completion Codes.
3. Click Add.
4. Specify the name of the completion code and a brief description.
5. (Optional) Use the Right Party Connect selection box to set a flag.
6. (Optional) Use the Success selection box to set a flag.
7. (Optional) Use the Closure selection box to set a flag.
8. Click Save to add the new completion code.

Add multiple completion codes page field descriptions

Use to add more than one completion code at a single click. You can add up to 25 completion
codes in single click.
Field or Description
Button
Name Use to specify an unique identifier for the completion code.

Note:

The maximum length of completion code name is 80 characters.

Description Use to specify a brief description of the completion code.
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 Adding multiple completion codes

Field or Description
Button
Right Party Use to specify the Right Party Connect flag for completion code. You can use the flag only
Connect for custom completion codes. This flag helps you to determine the total number of Right
Party Connect count. The count is shown in completion code summary reports and POM
Monitor.
Success Use to specify to use the Success flag for completion code. You can use the flag only for
custom completion codes. This flag helps you to determine the total number of Success
count. The count is shown in completion code summary reports and POM Monitor.
Closure Use to specify to use the Closure flag for completion code. You can use the flag only for
custom completion codes. This flag helps you to determine the total number of Closure
count. The count is shown in completion code summary reports and POM Monitor.
Add more Use to add more rows so that you can add more than one completion codes in single
rows click.
Save Use to save the completion code.

Adding multiple completion codes

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Completion Codes.
3. Click Add Multiple.
4. Specify the name of the completion code and a brief description.
5. (Optional) Use the Right Party Connect selection box to set a flag.
6. (Optional) Use the Success selection box to set a flag.
7. (Optional) Use the Closure selection box to set a flag.
8. Repeat step 4 to step 7 for all completion codes to add.
You can add up to 25 completion codes in a single click.
9. Click Save to add the new completion codes.

Edit Completion Code page field descriptions

Use this page to edit the completion code.

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Completion codes

Field or Description
Button
Name Displays the name of the completion code. You cannot edit the name of the completion
code.
Description Use to add or edit the description for the completion code.
Right Party Use to specify to use the Right Party Connect flag for completion code. You can use the
Connect flag only for custom completion codes. This flag helps you to determine the total number
of Right Party Connect count. The count is shown in completion code summary reports
and POM Monitor
Success Use to specify to use the Success flag for completion code. You can use the flag only for
custom completion codes. This flag helps you to determine the total number of Success
count. The count is shown in completion code summary reports and POM Monitor.
Closure Use to specify to use the Closure flag for completion code. You can use the flag only for
custom completion codes. This flag helps you to determine the total number of Closure
count. The count is shown in completion code summary reports and POM Monitor.
Save Use to save the changes made to the completion code.

Editing completion code

You can edit only the custom completion codes.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Completion Codes.
3. Click the completion code, to edit.
4. Specify a brief description.
5. (Optional) Use the Right Party Connect selection box to set a flag.
6. (Optional) Use the Success selection box to set a flag.
7. (Optional) Use the Closure selection box to set a flag.
8. Click Save to update the completion code.

Deleting completion code

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Completion Codes.

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 Deleting completion code

3. On the Completion Codes page, click Delete.

Note:
You cannot delete a completion code in the following cases:
• If the completion code is part of campaign strategy. In such cases you must remove the
association with the campaign strategy and then delete the completion code
• If the completion code is associated with a campaign. In such cases, you must remove
the association with the campaign and then delete the completion code.
• If the completion code is associated with a Avaya Aura® Orchestration Designer
application created using PDC nodes, you must remove the association with the Avaya
Aura® Orchestration Designer application and then delete the completion code.
• If the completion code is associated with the campaign history and contact history. In
such cases, you must purge the campaign data, and then delete the completion code.
• If the completion code is a part of historical information stored in the database.
The system displays a Confirm Delete dialog box.
4. Click OK to confirm the deletion, or Cancel to cancel the deletion.

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Chapter 15: Campaign strategies

About campaign strategies

A campaign strategy is mandatory for creating and running campaign. Campaign strategy is the
backbone of any campaign. Campaign strategy is created using Adobe Flash Player, version 11,
or above, based editor provided with POM.
Campaign strategy is created using nodes and each node generates an XML code.
Use View Source in the campaign strategy editor to view the XML code.
To define various actions to take place on a contact record during a campaign, use the campaign
strategies. In an action, you can choose the notification channel as either voice, SMS, email, or
custom action to notify the contact.
You can also specify various rules for the specific contact record such as timing restrictions and
number of retries. You can specify the applications to be used, or the personalized notifications
texts to be sent in the campaign strategy.
Use campaign strategies to:
• Define various channels such as voice, SMS, email, and custom to communicate with the
contact.
• Allow flexibility when using different telephones at different times. For example:
- Call Joe at the home telephone from 6 a.m. to 8 a.m.; call the work telephone from 8 a.m.
to 4 p.m, and call the home telephone from 4 p.m. to 6 p.m.
- Send an SMS to Frank's work telephone, wait for 4 hours, and for the case of no reply call
Frank on the home telephone.
• Define the Avaya Aura® Orchestration Designer applications to play for a live voice and an
answering machine. When you use the Avaya Aura® Orchestration Designer applications,
you can give differential treatment depending on whether the call is answered by a live voice,
or an answering machine.
For example, if a live voice answers the call, the Avaya Aura® Orchestration Designer
application transfers the call to an agent, and if an answering machine answers the call, the
Avaya Aura® Orchestration Designer application plays a notification message.
• Define the retry parameters for unsuccessful attempts such as call busy and ring no answer.
• Allow override of global restrictions based on certain opt-ins. For example, if any contact has
set a Global restriction to not call a contact registered in the DNC list. Another example is
where a campaign strategy for ‘Salary notification’ might override the DNC-related global
restriction based on the “Salary notification opt-in” field set for each contact.
A campaign strategy can be in any one of the states; completed (final), draft, or template.

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 About campaign strategies

You can create an entirely new campaign strategy, or select one of the templates. You have a
template available for all different types of campaign strategies that you can create.
You can also create a strategy to first play a notification using AvayaAgent app or Custom DD app
and later transfer the call to a nailed POM Agent. You can achieve this by transferring the call as
blind transfer to “tel:AvayaPOMAgent”. In such strategy, call pacing can be any agent pacing such
as progressive, ECR or Cruise Control.
A global user has access to all campaign strategies across organizations. An Org user has access
to campaign strategies that are created by the users belonging to the specific organization. For
more information about multitenancy, see Avaya Aura® Experience Portal documentation.
Note:
A global user is a user who does not belong to any organization, and has the POM
Administration and POM Campaign Manager roles. An organization user (Org user) is a user
who belongs to an organization created in Avaya Aura® Experience Portal, and has the Org
POM Campaign Manager role.
Import and export campaign strategies
To copy the campaign strategies for reuse, you can export strategies from one POM Server as xml
files and then import them on another POM Server. You can import or export the files generated
using the POM environment only. You cannot import or export other files. The import fails if the file
is modified after the export. While importing a campaign strategy, you can specify a new name or
if you do not mention any name, then POM saves the campaign strategy with the name of .xml
file. For more information, see Campaign strategies page field descriptions on page 130.
Caution:
If you are importing a campaign strategy from POM 2.0 to POM 3.0.3 or above, the campaign
strategy might give an error while saving if you have used the Call Answered completion code
when Enhanced CCA is turned on in the POM 2.0 campaign strategy. To save the campaign
strategy in POM 3.0.3 or above, change the completion code to Answer Human.
If an “ECR” type of campaign strategy is created before POM 3.0.3 using Japanese or French
locales, then you must recreate this strategy after upgrading to POM 3.0.3 or above.
Strategy behavior limitation
User cannot modify the number of handlers and pacing type of the strategy, if it is associated with
active and paused campaign (campaign states other than “completed, creating history” and
“completed”).
The following parameters are locked in the strategy:
• Add or remove existing handler
• Pacing type
User cannot change the association of the strategy from the campaign creation wizard (CCW).
Related links
POM shipped applications on page 395

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Campaign strategies

Campaign strategies page field descriptions

This page lets you manage the campaign strategies.
Field or Description
Button
Text Box Use to search for specific campaign strategies. You can type the name of the campaign
strategy.
Use to start the search option.

Use to clear the search.

You see the following fields when you click Advanced

Select Use the drop down list to choose the search criteria. You can specify the search criteria
using any one option:
• Name
Select Use the drop down list to specify the operator you can use to specify the search criteria.
You can use the following operators:
• Equal to (=)
• Not Equal to (!=)
• in
• like
Select Use the drop down list to specify the operator you can use to specify the search criteria.
Search options are synced with main search criteria.
Main search option Synced search option
Completion code Text box for manual input
Right party connect • true
• false
Success • true
• false
Closure • true
• false
Text Box Use to specify the search criteria manually by typing in the text box.
Use to start the search.

Use to stop or clear the search.

Quick Use to return from Advanced.

Show Use to specify the number of records to be displayed per page.
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 Campaign strategies page field descriptions

Field or Description
Button
Page Displays the selected number of agent scripts.
Use to go to the first page.

Use to go to the previous page.

Text Box Use the text box to specify a particular page to navigate.
Go Use to navigate to the specified page number.
Use to go to the next page.

Use to go to the last page.

Field or Description
Button
Name Displays the names of the existing campaign strategies.
State Indicates the state of the campaign strategy. A campaign strategy can be in Draft state
or Completed state.
A Draft state indicates that the campaign strategy configuration is not complete. A
campaign strategy in Draft state cannot be used in any campaign.
A Completed state indicates that the campaign strategy configuration is complete and
can be used in campaigns.
Task Types •
indicates this strategy includes an agent.
•
indicates that this strategy includes a call action node.
•
indicates that this strategy includes a mail action node.
•
indicates that this strategy includes an SMS action node.
•
indicates that this strategy includes a custom action node.
Action You can perform the following actions:
•
Use to save the campaign strategy.
•
Use to view the campaign strategy summary. You can see the campaign strategy
summary only for the campaign strategies in completed state.
•
Use to export the campaign strategy.
•
Use to delete the campaign strategy.
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Campaign strategies

Field or Description
Button
Add Use to create a new strategy. When clicked, you see the following fields:
• Name: A unique identifier for the campaign strategy.
• Use Template: Select to create a campaign strategy based on existing template.
• Template: Use the drop-down list to select the template. It lists all system and the
custom templates.

Note:
The Template drop-down list is greyed out unless you select the Use Template
selection box.
Import Click to import a campaign strategy. You can only import a .xml file exported from the
POM environment. You cannot import a file after making changes to it. After it is
imported, save the strategy in a draft state. After making necessary changes, you can
save the strategy.
You see the following fields only when you click Import
Import Strategy:
New Name Use to specify a new name to the file. If you do not specify any name, POM saves the
strategy with the name of the file which is being imported. If a strategy with that name
already exists, the system displays an error message.
File to upload Use to specify the path of the file. Click Choose file to navigate to the file.
Import Use to import the campaign strategy.

Save campaign strategy as page field description

Use this page to create a new campaign strategy based on existing strategy using Save As option.
Field or Button Description
Name Displays the name of the existing campaign strategy.
New Name Use to specify a new name for the copy of existing campaign strategy.
Save Use to save the changes.
Save As Use to save an existing campaign strategy as a template.
Template

Campaign strategy editor page field description

Use this editor to design the campaign strategy.

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 Notification Text

Field or Description
Button
Hide Tool Use toggle button to hide or show the left pane of the campaign strategy editor.
Box / Show
Tool Box
Show Use the toggle button to view the source or the XML format of the campaign strategy.
Source / Each node generates an XML code. Show Source displays the XML code in a read-only
Show Design pane.
Save Use to save the campaign strategy.

Note:
If errors are there in the campaign strategy, it is not saved.
Save Draft Use to save the campaign strategy in draft mode, even if errors are there in the campaign
strategy.
Copy Use to copy the selected node to clipboard.
Paste Use to paste the selected node from the clipboard.
Delete Use to delete the selected node.

There are four panes in the campaign strategy:

• Use the left pane, to see all nodes and their child nodes.
• Use the middle pane to drag-and-drop nodes from the left pane, and create a campaign
strategy.
• Use the right pane to view and edit the properties of the nodes. All mandatory properties
appear in bold.
• Use the lower pane to view all logs, warnings, and the error messages.
Note:
When you are creating a campaign strategy and you click any node in the campaign strategy
editor, and you get no response, then click the parent node first and then click the specified
node again.

Notification Text
Notification text is one of the two top level nodes. Use this node to define the notification text to
play, or send in an email message, or an SMS by the Avaya Notify or Avaya Agent applications.
Notification text has one child node; Text Item on page 134. You can add more than one Text Item
under the Notification Text node, when to send different notifications for different languages. You
can choose the language from the language drop down. Notification Text is mandatory for all
nodes except if you use application as URL or Custom under the Call node.
For example, when the completion code is Answer Human, play one Notification Text and when
the completion code is Answer Machine, play another Notification Text.

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Campaign strategies

Note:
All mandatory properties of this node appear as bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Notification Text.
Description You can specify a description for the notification text.
ID A unique ID, either a numeric value or a string. The Avaya Notify or Avaya Agent
applications use this ID.
Default Select the default language for this notification text from the drop down list. The drop
Language down lists all languages used for the text items under the notification text node. The
notification is sent in default language either when the contact does not have any
preferred language or when there is no matching Text Item for the contact's preferred
language.

Note:
To use Chinese language to set up a notification text, you must choose the
correct language depending on the type of the campaign you are running. For
example, to run a call-based campaign, you must select the Chinese spoken
language as either Chinese (Cantonese), or Chinese (Mandarin). To run an SMS-
based or email-based campaign, you must select the Chinese written language
as either Chinese (Simplified) or Chinese (Traditional). If you select a wrong
value, the campaign does not run.
Edit Description Use to edit the description of the node.

Text Item
Use this node to define the text to play, or send in an email message, or an SMS. This node has
no child node.
Note:
All mandatory properties of the node appear as bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Text Item.
Description You can specify a description for the Text Item.
Language This property defines the language for that text. You can select the language from the
drop-down list.
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 Handler

Property Name Description

A notification is sent in the default language.
Subject This property is only valid for mail action. Use this property to define the subject of
the email message. If you leave this value blank, then the subject of the email
message is blank. The maximum length for the subject field is 2048 characters.
Text Use this property to define the actual text. An editor opens when you click the Edit
Text button.
You can enter text either in Rich Text format, or in HTML format.
You can also enter the contact attributes in the notification text.
You can embed images in the text. You can embed images of either http type or file
type.

Note:
To ensure proper formatting of the text in the email, enable the Enable HTML
format option. If you have embedded images in the email, the formatting might
differ for different clients. The formatting of the image also depends on the
server and client settings.
The HTML editor is a basic editor which you can use to change font size, color, or
add the hyperlinks, bullets.
To enable full HTML support, clear the Enable HTML format check box, and paste
the text in the HTML editor.
Edit Subject You can edit the subject of the email message.
Edit Text You can edit the text entered.
Edit Description You can edit the description of the Text Item.

Note:
If you use XML tags in a notification text node, and the notification text is used in Avaya Agent
or Avaya Notify nodes under call action, the system plays an error prompt.
Example
To play a Hi <firstname> message, then type Hi in the text field, select the firstName attribute from
the drop-down list, and then click Insert. This adds the $firstName$ in the notification text. When
you play or display the notification text, it replaces the $firstName$, with the first name of the
recipient.

Handler
A Handler can have one or more tasks such as call, SMS, email, custom, and selector. A state is
associated with each handler. There are 3 system defined states namely, initial, wait, and done.
The campaign strategy is executed for each and every contact record in the campaign. The
execution starts at the Handler node with initial state and you can have only one Handler node
with state as initial. So the handler for initial state is mandatory. You can add custom handlers and

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move the records from initial state to other state, using NextState property of Result or
ResultProcessor nodes or through the FailState property of retry node. States can have any value
except wait or done.
For example, for Call Busy result, you have added Retry node and given 3 retry attempts after 60
seconds. If after 3 attempts the phone is still busy then you can move the contact to other state
like sendmail and you can add mail action in that handler and send a mail to the contact.
Under each handler you can add one or more actions of same type or of different types.
For example, to make calls on phone_number1 between 8am to 10am and calls on
phone_number2 between 10am to 5 pm then add 2 call action nodes under same handler and in
each call action node specify the MinContactTime and MaxContactTime respectively. The
processing for a record gets over when the record reaches done state.
Note:
The state names are case-sensitive.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify
a name, then the default name is Handler.
Description You can specify a description for the Handler.
State State can have any name except, done and wait.
When the campaign job starts, all records are in initial state. When the
processing is over, the records move to done state.
When the record reaches done state, it moves out of the campaign.
You have to name one of your handlers as initial. You cannot add a handler for
wait and done state .
If a contact record is in wait state, it remains in that state until some call
disposition moves the record to next state.
Edit Description You can edit the description for the Handler.

Example
Use Case: Try a voice call to a contact. If the call disposition is Busy, send an email to that
contact.
Strategy Design:
1. Add 2 handlers. Set state of first as initial and sendmail as second.
2. Put a call node inside first handler and put a result node under result processor.
3. Select Call_Busy as result and select sendmail as next state.
4. Put the email node inside second handler.

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 Call

Call
Use the Call action node to make outbound calls. Call node has 4 child nodes; Restrictions on
page 144, Address on page 154, Senders Address on page 155 and ResultProcessors on
page 156. The Address and ResultProcessors are mandatory nodes.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Call.
Description You can specify the description for the call node.
Sender's display Use this to set the display for the name of the caller which is either the phone
name number or the SIP address.
Sender's Address Use Sender's Address to define custom sender's address displayed to the called
party. You can define a generic sender's address in the Sender's Address field
used for all calls for the task and to customize it based on some contact attribute
then you can add an Sender's address node. For example, set the Sender's
Address as Avaya, but for a specific sender's address for some of the contacts use
Sender's address node.
Timeout (sec) Timeout (sec) defines the time to wait for the contact to pickup the call before
changing the call disposition to Ring No Answer.
Guard Times You can specify when POM can place calls. For example, for POM to place calls
only during specific timings or days, you can specify a guard time with the criteria.
You can then associate a campaign strategy with the guard times you have
specified for a selected time zone. For example, for POM to place calls only during
8 am to 4 pm on Monday and Wednesday, you can specify a guard time with the
criteria.
Min Contact Time MinContactTime sets the time before which calls are not allowed. So from 00:00:00
to Min Contact Time , you cannot make any calls. You can make the calls from Min
Contact Time to either Max Contact Time, if set, or till 23:59:59.

Note:
If the Min Contact Time is greater than the Max Contact Time then the
condition is reverse, that is , you can make calls from Max Contact Time till
23:59 from the earlier day, and from 00:00 to Min Contact Time , the next day.
For example, Min Contact Time is 23:00 and Max Contact Time is 05:00.
Then you can make calls from 23:00 to 23:59 on the earlier day and from
00:00 to 05:00 on the next day.
Date and Time based comparisons use the date and the time format specified
in Global Date Format field.
Max Contact Time Max Contact Time sets the time upto which calls are allowed. So from Max Contact
Time to 23:59:59, you cannot make any calls. You can make calls, either from
00:00:00 or Min Contact Time, if set, till Max Contact Time. For example, if you are
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running a campaign and you do not want to make calls after 8pm, you can set the
Max Contact Time to 20:00:00.
Re-check time Use this to specify a time interval after which when a contact attempt is restricted
interval(min) because it matched some restriction of type 'temporary' it will be again checked for
all the restrictions defined in that handler. If no value is specified for this parameter
then it will be considered as 1 minute.
On Media Server On Media Server Failure has two values, retry or no_retry. The default is retry.
Failure When set to retry and POM detects Voice Server failure, that contact is retried until
the server starts responding again. If you set the value to no_retry, then the system
marks the call attempt result as Media_Server_Failure, and you can handle this
disposition in the Result node. If you do not handle the disposition, the system
moves the contact to the done state and removes it from the running job. For more
information about On Media Server Failure, see Avaya Aura® Experience Portal
documentation.
Priority You can decide the priority of the task by specifying a number between 1 to 10.
The higher the number, the higher the priority of the task. For example, a task with
priority assigned as 7 gets more ports as compared to the task with priority 3.

Note:
In POM 2.0, you can specify the priority at the campaign level, where as from
POM 3.0.3 onwards, you can specify the priority at the task level in the
campaign strategy. If you are upgrading POM, and you save the campaign
strategy without selecting or changing the priority of a task, POM applies the
priority that you have mentioned in POM 2.0 for all tasks in the strategy.
Allocation Type You can decide how the ports are allocated to the tasks depending on the value
you select. You can have the type as either Reserved or Dynamic. The default
value is Dynamic. For more information about dynamic and reserved licensing, see
Proactive Outreach Manager Overview and Specification.
CCA parameters
Enhanced CCA When Enhanced CCA is ON, POM tries to further classify a call after it receives a
Call Answer or Call Connect disposition. If POM does not receive the start of a
greeting message from the remote end within 2 seconds (configurable via
campaign wizard) of Call Answer or Call Connect, the application assigned for live
voice or Answer Human starts. If POM receives an indication of start of greeting
message, it waits for upto 2 seconds for final call analysis result before starting the
application. If no result is there within these 2 seconds, the application assigned for
live voice or Answer Human starts. If the result is received after the application
starts, POM appropriately changes the application and updates the result. If
Enhanced CCA is OFF, POM does not try to classify a call after Call Connect or
Call Answer and starts the applications when it receives a connect, and updates
the disposition as Call Answered.
Background AMD You can specify the call classification that is done on the customer call after being
patched with the Agent. Background AMD is applicable only when the Enhanced
CCA option is set to “ON” and the Call pacing type is either Cruise Control, or
Expert Call Ratio, or Progressive. Background AMD is set to of “OFF” by
default.
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 Call

If Background AMD is set to “ON”, then you must select one of the following
values from Action on AMD:
• Disconnect the call
• Leave a Voice Mail
• Continue with Agent
Action on AMD Use Action on AMD to specify what action the system must take if the call is
classified as Answer Machine.
If the Action on AMD is set to Disconnect the call, then the Result node for
Answer Machine allows only Retry operation. Retry is an optional operation.
If the Action on AMD is set to Leave a Voice Mail, then the Result node for
Answer Machine allows only Application operation so that the system can leave
a message for the customer.
If the Action on AMD is set to Continue with Agent, then the Result node for
Answer Machine allows only Agent operation so that the agent can decide next
action.
Applications
Driver Application Use to specify a CCXML application for making outbound calls. DriverApp defines
the CCXML application that you can use for the outbound calls. This field lists all
applications defined as POM:Driver in the Experience Portal application
configuration. The selected application must have all resources (TTS, ASR etc.)
required by the applications invoked from this strategy.

Note:

For POM, two new application types are added in Avaya Aura® Experience Portal:
• POM:Driver: POM:Driver has to be a CCXML application used to launch calls
and allocate the Automated Speech Recognition (ASR), and the Text to Speech
(TTS) resources.
• POM:Application: The POM:Application type is a type of custom application. You
can run this application through a campaign strategy. These applications get the
ASR/TTS resources from POM:Driver application.
Nailer Application This is applicable only for agent-based campaigns. You can specify a CCXML
application which takes care of establishing contact with an available agent, also
called as nailing the agent.
Nuisance Call Use to specify the Avaya Aura® Orchestration Designer application that is played to
Application the customer if POM marks the call as nuisance call. You can configure the
Nuisance Call Application as an OD VXML application that is configured as type
“POM:Application” from System Configuration > Applications.
On Hold Use to specify the Avaya Aura® Orchestration Designer application that is played to
Application the customer if an agent places the customer call on hold. You can configure the
On Hold Application as an OD VXML application that is configured as type
“POM:Application” from System Configuration > Applications.
Pacing Parameters: The properties differ depending on the pacing type you choose.
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Call Pacing Type Use to specify the pacing type for the given task.
Min. Ports Use to specify the minimum number of POM ports for the given task. For more
information, see Licensing page field descriptions on page 36.
Max. Ports Use to specify the maximum number of POM ports for the given task.
If you select the Call Pacing Type as Cruise Control, you see the following additional properties:
Desired Service Use this to specify a service level against which the POM system compares the
Levels realized service levels to determine the magnitude and direction of service level
errors. You can specify any value between 70 and 99.
Min Agents Use to specify the minimum number of agents required for a task. You can specify
any number between 0 and 9999.
Max Agents Use to specify the maximum number of agents required for a task. You can specify
any number between 1 and 9999.
Agent Outbound Use to specify the agent with the required outbound skills so POM can assign the
Skills call.
ACW Time (Sec) Use to specify the amount of time, the agent gets after the call, to wrap up the call
with notes or other with other related work.
# of ACW Use to specify the number of After Call Work (ACW) extensions required for an
extensions agent.
Default completion Use to specify the completion code and assign the completion code to the call, if
code the agent does not provide the completion code.
If you select the Call Pacing Type as Expert Call Ratio you see the following additional properties:
Expert Call Ratio Use to specify the ratio type as Agent Work Time or Agent Update Time.
Type
For Agent Work Time, the POM system monitors the time agents take to complete
the calls and update the records, and adjusts the calling pace accordingly.
For Agent Update Time, the POM system monitors the time agents take to update
records and adjusts the calling pace accordingly.
Value (%) For Agent Work Time, enter a percent value from 0 through 100. The
recommended setting is from 29 through 71.
For Agent Update Time, enter a percent value from 0 through 100. The
recommended setting is from 32 through 78.
You can specify a higher value if you want to increase the speed of dialing.
Initial Hit Rate (%) The initial hit rate, a number, determines the average number of calls per agent
that the POM system makes during the first 5 minutes of the campaign job.
The initial hit rate is the number of call completions compared with call attempts.
If you set the rate too low, at 20 to 30, the dialer can make more connects than
your agents can handle during the initial dialing period.
If you set the rate too high, over 70, the POM system can fail to make enough
connections to keep your agents busy.
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Minimum Hit Rate The minimum hit rate, a number, determines the maximum number of calls to place
(%) to make an agent connection. The minimum and the maximum values are 1 and
100 respectively in the increments of 10. The default value is 30.
Min Agents Use to specify the minimum number of agents required for a task. You can specify
any number between 0 and 9999.
Max Agents Use to specify the maximum number of agents required for a task. You can specify
any number between 1 and 9999.
Agent Outbound Use to specify the agent with the required outbound skills so POM can assign the
Skills call.
ACW Time (Sec) Use to specify the amount of time, the agent gets after the call, to wrap up the call
with notes or other with other related work.
# of ACW Use to specify the number of After Call Work (ACW) extensions required for an
extensions agent.
Default completion Use to specify the completion code and assign the completion code to the call, in
code case the agent does not provide the completion code.
If you select the Call Pacing Type as Preview you see the following additional properties:
Timed Preview Use to enable or disable the timed preview. If you enable the timed preview, the
agent sees the preview of a contact for a specified time period. Select Yes to
enable the time-based pacing preview.
Preview Time (Sec) Use to specify the time duration in seconds for which the agent is given the
preview of a contact.
Can Cancel Use to specify if the agent can cancel the preview. If you set the value to Enabled,
Preview the agent can cancel the preview.
Min Agents Use to specify the minimum number of agents required for a task. You can specify
any number between 0 and 9999.
Max Agents Use to specify the maximum number of agents required for a task. You can specify
any number between 1 and 9999.
Agent Outbound Use to specify the agent with the required outbound skills so POM can assign the
Skills call.
ACW Time (Sec) Use to specify the amount of time the agent gets after the call, to wrap up the call
with notes or other with other related work.
# of ACW Use to specify the number of After Call Work (ACW) extensions required for an
extensions agent.
Default completion Use to specify the completion code and assign the completion code to the call, if
code the agent does not provide the completion code.
If you select the Call Pacing Type as Progressive you see the following additional properties:
Over Dial Ratio Use to specify the dialing ratio with respect to the number of available agents. For
example if you set the over dial ratio as 1, POM dials 1 call for 1 agent. You can
also specify a float value like 1.2. If you specify the over dial ratio as 1.2, then POM
dials 12 calls for 10 agents. The higher the over dial ratio, the chances of nuisance
calls are also increased depending on the hit rate. You can specify any number
between 1.0 and 100.
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Min Agents Use to specify the minimum number of agents required for a task. You can specify
any number between 0 and 9999.
Max Agents Use to specify the maximum number of agents required for a task. You can specify
any number between 1 and 9999.
Agent Outbound Use to specify the agent with the required outbound skills so POM can assign the
Skills call.
ACW Time (Sec) Use to specify the amount of time, the agent gets after the call, to wrap up the call
with notes or other with other related work.
# of ACW Use to specify the number of After Call Work (ACW) extensions required for an
extensions agent.
Default completion Use to specify the completion code and assign the completion code to the call, if
code the agent does not provide the completion code.
If you select the Call Pacing Type as Time Based you see the following additional properties:
Call Pace Specify a value between 1 to 1000000. This is rate of calls. For example if this
value is 10 and unit is minute, POM tries to make 10 call attempts in 1 minute.
Call Pace Time Unit Select the unit for the rate specified with Call Pace. The available values are
'Second', 'Minute' and 'Hour'.
If you select the Call Pacing Type as Skill Based you see the following additional properties:
Skill Use to select the inbound skill to monitor for the pacing of this task.
If you disable the skill for pacing, while the skill-based campaign is running, the
changes do not take effect immediately on the running campaign. You must stop
the skill-based campaign manually and change the skill being monitored from the
campaign strategy.
Parameter Select the parameter to monitor for the pacing algorithm.
EWTLevel You can edit this property only when you select value Expected Wait Time in the
Parameter property. You can select either High, Med, Low, or a combination of
these values.
When you click SHOW SOURCE button to view the XML file, the “ewtLevels” key
value pair with selected levels is displayed on the screen.
Desired Value Depending on the parameter selected, specify appropriate values. For Expected
Wait Time, specify a valid integer value between 1 to 7200. For Service Level ,
specify a valid integer value between 1 to 100 .For Avg Speed of Answer , specify
a valid integer value between 1 to 100 .For Queue Length, specify a valid integer
value between 1 to 1000.
Initial Pace Use to specify the initial value of the number of call attempts in the pacing interval.
Pace Interval Use to specify the time unit for the call pacing. You can specify the value in either
seconds, minutes, or hour.
Pacing Variation Use to specify the pacing variation percentage. POM uses this value as a step to
(%) vary the pace depending upon the parameter value.
Max Pace Value Use to specify the maximum pacing value for the task. You can specify a value
between 1 to 500000. POM never exceeds this pace.

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 Selector

Selector
Use the selector handler to change the way the system establishes a contact with the required
contact record. For example, for campaign to make a voice call between 9 a.m. to 5 p.m., and
after 5 p.m. send an SMS to the contact. You can specify the condition using the Selector handler.
To place any such condition, you must place the Selector handler as the first handler. For any
other actions to perform, you can place one or more handlers such as SMS, Call, Mail, or Custom.
You can also use the Selector node for 2 way SMS and 2 way email campaigns.
The Selector node has 2 child nodes, Conditions and Condition.
The following table lists the properties and descriptions of the node:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not
specify a name, then the default name is Selector.
Description Specify a description for the Selector node.
State State has the default value as done. If a particular result is not handled by
adding a result node, then the State value from the Selector node is used as
the State for that result. By default it has 3 values, initial, done and wait.
As you add new handlers in the campaign strategy, those states are available
in the State drop-down list.
Edit Description Use to edit the description of the Selector node.

Conditions (under Selector node)

The Conditions node is a child node of the Selector node. You can use this node to specify more
than one condition.
The following table lists the properties and description of the node.
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not
specify any name, the default name is Condition.
Description You can specify a description for the Conditions node.
Select Attribute Type Use to specify the attribute type to add conditions to. You can choose from
system or from custom attributes.
Selector Attribute Use to specify the attribute to add conditions. Depending on the attribute type
you select, the values in the drop-down list change. For example, if you select
system as attribute type, the drop-down lists all system attributes.
Selector Custom Class Use to mention the custom class.
Edit Description Use to edit the description of the Condition node.

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Condition (under Selector node)

The Condition node is a child node of the Selector node. You can use this node to specify more
than one condition.
The following table lists the properties and description of the node.
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify
any name, the default name is Condition.
Description You can specify a description for the Conditions node.
Operator You can choose any operator from the following:
• Equals
• Not Equals
• Greater Than
• Less Than
• Between
• Starts With
• Contains
• Is Null
• Is Not Null
• One Of
Value Specify a value for the condition.
Min Value Specify a minimum value for the condition. For example if you are using the
Between operator, you can specify a minimum value.
Max Value Specify a maximum value for the condition. For example if you are using the
Between operator, you can specify a maximum value.
Next State Next State has the default value as done. If a particular result is not handled by
adding a result node, then the Next State value from the Condition node is used
as the Next State for that result.
By default it has 3 values, initial, done and wait. As you add new handlers in the
campaign strategy, those states are available in the Next State drop-down list.
Edit Description Use to edit the description of the Condition node.

Restrictions
Restrictions node is a parent node for Restrict on page 148, Custom Restrict on page 151, and
Override on page 152 nodes. Restriction node has only one property; Name.

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 Restrictions

Use the Name property as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Restrictions.
Use the Description property to specify a description for the Restrictions node.
Use the Edit Description property to change the description of the Restrictions node.
Note:
All restrictions specified in the campaign strategy and campaign restrictions are processed
from top to bottom in the order they are listed, except for the DNC, which is applied first before
any other restriction. If two more restrictions match, although they have different exceptions,
then the system applies the last restriction.
Sample case study — Appointment reminder
Swedish clinics chose Premiere Global's Appointment Reminders application to send automated
voice reminders to their patients of their upcoming appointments.
All 50 clinics in the network operate under one central appointment reservation system called
MYSIS. Two business days before the scheduled appointment date, a file is exported for each
clinic containing the patient name, phone number, appointment date, time, and location. The FTP
submission is sent into the system which builds the job based on the profile setting and cues it up
for delivery. The system then uses Text-to-Speech to deliver the message while inserting the
appropriate appointment details. The message also uses Data Collection allowing the patients to
press 1 to request a call to reschedule and press 2 to cancel the appointment.
Each delivery report is sent directly to the Clinic Administrator who can take appropriate action on
the non-deliveries, cancels, or reschedules.
You can design the reminder in 2 ways:
• Use Record Selection criteria in the Campaign Creation Wizard (CCW): Use to filter only
those records whose appointment date is after 2 days. This is an efficient way to create the
appointment reminder as the campaign runs with filtered records and hence requires less
resources. Use the attribute date and name it as appointment_date to store the appointment
date. Specify the Filter Criteria as all records whose appointment_date is equal to $TODAY
+2, that is, 2 days after the current date.

• Use Restrictions in the campaign strategy: Use to restrict all contacts whose
appointment_date is NOT EQUAL to $NOW + 48. Use $NOW to specify the current date and
time. In this case when the system compares the date type attribute, the system compares
the value with the system’s current date. In this case, to apply an offset, that is, increment to

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$NOW, specify the offset value in hours. To specify 2 days after the current date, the offset is
48 hours.

Sample case study — Furniture delivery schedule reminder

ABC works, a furniture delivery company wants to notify the customers about the furniture delivery
schedule. The company provides the time value and they expect the system to call 3 hours ahead
of the time value the company provides. For example, if the delivery is scheduled for 3:00 pm on
Friday, May 25, 2012, then the company expects the system to call the customer at 12:00 noon, or
as close to 12:00 noon as possible. The company wants to follow some time restrictions while
making such calls. All calls must be made between 9 am and 6 pm. If the delivery is scheduled for
9 am, the system cannot make the call at 6 am.
As the POM system can make calls only between 9 am to 6 pm, set the Min Contact Time and
Max Contact Time in the Call node of the campaign strategy.

Important:
Use $NOW to specify the current date, time, or timestamp. You can use $NOW with attributes
having datatype as date, time, or timestamp. For this case study, you use time datatype. The
attribute sch_time is of the datatype time and stores the delivery time of each record.
You can use offsets with $NOW that is increment or decrement the value with respect to
$NOW. For example, $NOW+3 when compared with time or timestamp datatype, represents
current time + 3 hours. Similarly, $NOW+72 when compared with current time represents
current time+72 hours, but when compared with current date, represents current date+3 days.
$NOW+3.25 when compared with timestamp represents current time+3.15 hours.

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 Restrictions

Applying restrictions for the furniture delivery schedule case study

There are 2 schedules that you handle for the furniture delivery schedule:
• Elapsed schedules
• Schedules which are more than 3 hours away
Assume that current time is 12:00 hours, that is, $NOW=12:00 hours

The Calling window shifts with $NOW values, that is, if $NOW=12:00 pm, then the system does
not place a call for a delivery schedule at 4:00 pm as the calling window is only 3 hours. The
system places a call to the same contact after 1:00 pm. For such contact records, you must mark
the records as temporary restricted.
Restrict all schedules which are less than $NOW or the system must not call until 12:00 hours. So
the Max Contact Time value for the restriction area (a) is $NOW.

For the restriction area (a), specify the Type as permanent. This marks the record restricted and
the system does not retry this record. All the records whose delivery time is elapsed are not
required to be called during the campaign.
Restrict all schedules which are greater than $NOW+3 or the system must not call beyond 3:00
hours. So the Min Contact Time value for the restriction area (b) is $NOW + 3.

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For the restriction area (a), specify the Type as temporary. This marks the record restricted and
the system retries to check if the restriction is still valid for the records, once the restriction
condition becomes invalid for the record, the POM places a call to the contact record.

Restrict
Use the Restrict node to apply restrictions on the contacts. You can base the restrictions on both
predefined and custom attributes. Restrict node has one child node as RestrictException on
page 151.
Note:
The mandatory properties for the node appear bold.
If a contact is in temporary restrict state because of the restrict condition, then the contact is not
dialed. The restrict condition is rechecked after the re-check interval of the temporary restrict
condition. If the customer does not specify the re-check interval of the condition, then the default
value is 1 minute.
The Temporary Restricted Attempts value is a counter value which counts the number of attempts
made for every contact to be dialed at that point of time.
Note:
This count is not the actual attempts made for the every contact, but just a check. Depending
on the recheck time interval set in the Campaign Strategy, the system checks whether the
restriction is applicable for every contact before the contact is dialed. If the restriction is
applicable, the Temporary Restricted Attempts counter is incremented.
The Temporary Restriction Counts value is a counter value which counts the total number of
contacts which are temporarily restricted.
Both the Temporary Restriction Attempts and Temporary Restriction Counts values can decrease
over time. If the contact no longer matches the temporary restrict criteria and the contact is dialed,
the Temporary Restriction Counts counter is reduced by 1. All Temporary Restriction Attempts
made for this contact are also deducted.
For example, let us say there are 200 contacts which are temporarily restricted, and for those 200
contacts there have been 5000 rechecks done to verify if the temporary restrict is still applicable.
Then the Temporary Restriction Counts will show 200 and Temporary Restriction Attempts will
show 5000 at that point of time. Let us assume for 1 contact 25 rechecks have been performed so
far.
If the temporary restriction is not applicable for 1 contact anymore, then the Temporary Restriction
Counts value is decreased by 1 and the new value is now 199. Simultaneously the Temporary
Restriction Attempts value for that contact is also reduced. So all 25 rechecks are deducted from
the Temporary Restriction Attempts count. Then the new Temporary Restriction Attempts value will
be 4975.
The following table lists the properties of the node and their descriptions:

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 Restrict

Property Name Description

Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Restrict.
Description Use to specify the description for the Restrict node.
Type Type property decides whether to apply the restrictions permanently or
temporarily. If the restrictions are of type permanent then the contact which
matches the restriction condition is not attempt and the contact gets the
disposition as Restricted_Other. If the restrictions are temporary then the contact
which matches the restriction condition is not attempted and instead the contacts
is validated against all the restrictions defined in that handler again after the
recheck interval specified. A contact is attempted for dialing only when it does not
match any of the restriction conditions. The default value is 1 minute.
Re-check Interval Use this to specify a time interval after which when a contact attempt is restricted
(min) because it matched some restriction of type 'temporary' it will be again checked for
all the restrictions defined in that handler. If no value is specified for this parameter
then it will be considered as 1 minute.
Attribute Type AttributeType defines if the attribute is system or contact.
Attribute Attribute drop-down gets its value based on the value in AttributeType property. If
the AttributeType is system, then Attribute property gets four values, day, date,
time and dnc. If the AttributeType is contact then all contact attributes are listed in
the Attribute drop-down.
Operator You can use the operator with the attribute and its values. You can select any
operator from Equals, Not Equals, IsNull, IsNotNull.
For example, if you have an attribute FirstName Not Equals “Abc”, then Not
Equals is an operator.

Note:
Not Equals operator filters only not NULL attribute value which is different
from the given value in Restrict or Exception node. To apply restrict or
exception to any attribute value including NULL, which is different from the
given value, use the IsNull operator in addition to Not Equals operator.
Value Value property defines the actual value which evaluates the condition.
MinValue If the value of the attribute is greater than the value in Min Value property, then
POM restricts such contacts.
Max Value If the value of the attribute is less than the value in Max Value property, then POM
restricts such contacts.
Note:
When the Min Value is less than Max Value, all contacts in the range including Min Value and Max
Value are restricted.
When Min Value is greater than Max Value, all contacts in the range including Min Value and Max
Value are contacted.
When you specify value, you cannot specify Min Value/Max Value and vice versa. It is possible to
give either Min Value and Max Value or both.
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Property Name Description

For Value, Min Value, and Max Value properties, you can type $NOW for any attribute of date, time, or
timestamp data type.

Note:
$NOW is case-sensitive.
These datatypes evaluate $NOW.
For example:
• If the datatype is date type, then it evaluates $NOW as current date.
• If the datatype is time type, then it evaluates $NOW as current time.
• If the datatype is timestamp type, then it evaluates $NOW as current date and time.
For time, and timestamp datatypes, only the hour part is compared. For example, if the restriction is
based on time datatype, and if you mention the Min Value as $NOW, only the hour part of time is
considered for comparison.

Note:
If you are using the time attribute, do not use the specific time value input. The time value input
compares the exact time as hh:mm:ss. To restrict or except specific time, use the $NOW, or a range
using Min Value, and Max Value values. For example, do not specify the time value input as
16:00:00, 16:23:23. Instead specify the time value input as Min Value as 16:00:00 and Max Value as
16:59:59.
Edit Description Use to change the description of the node.

Note:
Date and Time based comparisons use the date and time format specified in Global Date
Format field. Ensure that you specify the date and time without separators.
In a campaign, to restrict all platinum card holders from receiving the calls permanently for that
campaign. In the Restrict node, you can set the AttributeType as contact. Select the Card_Type or
some contact attribute which saves the information about the contact’s credit card type. In the
Value property, you can set the value as PLATINUM. So when the campaign runs, the platinum
card holders are not contacted.
If the restrict type is temporary, then only the user can specify the recheck interval. If the user
does not specify the value for the recheck interval then the default value is 1 minute. Before
making call attempts, the restrictions are checked and the attempt is not made, if the restriction
condition is met.
For restrict of type temporary, if the condition is matched, the attempt is not made and the contact
is rechecked after the recheck interval.

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Custom restrict
Use the Custom Restrict node to apply restrictions using custom classes. You can base the
restrictions on both predefined and custom attributes. The behavior of the custom restrict node is
same as that of the restrict node, but the only difference is that you can specify a custom class to
apply the restriction. The following table lists the properties and descriptions of the node:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify
a name, then the default name is Custom Restrict.
Description Use to specify the description for the Custom Restrict node.
Type Type property decides whether to apply the restrictions permanently or
temporarily. If the restrictions are of type permanent then the contact which
matches the restriction condition is not attempt and the contact gets the
disposition as Restricted_Other. If the restrictions are temporary then the contact
which matches the restriction condition is not attempted and instead the contacts
is validated against all the restrictions defined in that handler again after the
recheck interval specified. A contact is attempted for dialing only when it does
not match any of the restriction conditions. The default value is 1 minute.
Re-check Interval Use this to specify a time interval after which when a contact attempt is restricted
because it matched some restriction of type 'temporary' it will be again checked
for all the restrictions defined in that handler. If no value is specified for this
parameter then it will be considered as 1 minute.
Custom class Use to specify the custom class POM can use for a custom implementation.
Custom class must be the fully qualified Java class name and this class must be
available on all POM servers in the system. For more information ,see Developer
Guide for Proactive Outreach Manager.

Exception
This is the child node for Restrict node. Use the Exception node to exempt contacts from the
parent restricting condition.
You can base the Exceptions on system or contact attributes.
Exception has no child node.
Note:
All mandatory properties of the node appear as bold.
The following table lists the properties of the node and their descriptions:

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Property Name Description

Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Exception.
Description Use to specify the description for the Exception node.
Attribute Type Attribute Type defines if the attribute is system or contact.
Attribute Attribute drop-down gets its value based on the value in Attribute Type property. If the
Attribute Type is system, then Attribute property gets four values, day, date, time and
dnc. If the Attribute Type is contact then all contact attributes are listed in the Attribute
drop-down.
Operator You can use the operator with the attribute and its values. You can select any operator
from Equals, Not Equals, IsNull, IsNotNull.
For example, if you have an attribute FirstName NOT EQUALS “Abc”, then NOT
EQUALS is an operator.
Value Value property defines the actual value which evaluates the condition.
Min Value If the value for the attribute is greater than the value in Min Value property, then all
those contacts are exempted from restriction.
Max Value If the value for the attribute is less than the value in Max Value property, then all those
contacts are exempted from restriction.
Edit Description Use to edit the description of the node.

Note:
Date and Time based comparisons use the date and time format specified in Global Date
Format field. Ensure that you specify the date and time without separators.
Example
In the above campaign, to restrict platinum card holders to receive calls; except those for whom
the amount due is more than 50000, add Exception tag under Restrict tag. In the Attribute Type,
select contact and the contact attribute which saves the due amount. In the Min Value attribute,
put 50000. Now you can call all contacts who have due amount more than 50000, even if the card
holders are platinum card holders.

Override
Use the Override node to override the Global Restrictions. Global restrictions are restricting
conditions which you can apply across all campaigns. So for one campaign if you do not want to
apply the global restrictions, you can override the restriction with the Override node.
Override node has Exception on page 153 node as a child node.
Note:
All mandatory properties of the node appear as bold.
The following table lists the properties of the node and their descriptions:

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 Exception

Property Name Description

Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Override.
Global ID Global ID is a mandatory property. The ID that you specify while creating a
campaign restriction is listed in the global ID drop-down list. Using the global ID,
you can override a campaign restriction.
Also, you must set the condition to select the contacts to override, in the Exception
node.
There is no direct way to override the restriction for all contacts. You can set such
a condition, which are created by all contacts in the Exception node.
Description Use to specify a description for the Override node.
Edit Description Use to change the description of the node.

Exception
Exception node under Override node works the same was as Exception node under Restrict node.
The only difference is that Exception node under Override node exempts the contacts from the
campaign restricting conditions, whereas Exception node under Restrict exempts the contacts
from the campaign level restricting conditions.
All properties have the same functionality as that of Exception node under Restrict tag.
Note:
Date and Time based comparisons use the date and the time format specified in Global Date
Format field. Ensure that you specify the date and time without separators.
Example
You have a global restriction to restrict all contacts who have received calls in last 72 hours and
which has Id set to 2.
In one of the campaigns, to override this restriction for all contacts, you can set some condition
which is generic and is met by all contacts.
You can select the AttributeType as system and Attribute as day, and set the Value as the current
day, for a campaign which runs for one day.
Alternatively, you can select some attribute, common to all contacts such as Salary, and set the
MaxValue to a very high value such as 100000000000. So either one of the conditions is met by
all contacts, and you can exempt them from the campaign restriction.

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Address
Use the Address node to define the contact attribute, to make a call, or send an SMS, take a
custom action, send an email message.
You can use multiple address nodes inside a task. POM selects the first matching address based
on Min Contact Time and Max Contact Time for a contact, when a campaign is run. The current
time in a contact's time zone is used for all time comparisons.
For Call and SMS action, you can set one of the phone number attributes, and for mail action, you
can set one of the email attributes.
Address node is a mandatory node, and has no child nodes.
Note:
All mandatory properties of the node appear bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Address.
Description Use to provide description about the address node.
Min Contact Time Min Contact Time defines the earliest time when the contact must be contacted
using this address. So from 00:00 to Min Contact Time, this address is not used.
This address is used from Min Contact Time to either Max Contact Time, if set, or
till 23:59.

Note:
If the Min Contact Time is greater than the Max Contact Time then the
condition is reverse, that is , you can make calls from Max Contact Time till
23:59 from the earlier day, and from 00:00 to Min Contact Time , the next
day. For example, Min Contact Time is 23:00 and Max Contact Time is
05:00. Then you can make calls from 23:00 to 23:59 on the earlier day and
from 00:00 to 05:00 on the next day. Date and Time based comparisons use
the date and time format specified in Global Date Format field.
Max Contact Time Max Contact Time defines the time till when the contact can be contacted using
this address. So from Max Contact Time to 23:59, this address is not used. This
address is used, either from 00:00 or Min Contact Time, if set, till Max Contact
Time. For example, if you are running a campaign and you do not want to contact
the contact after 8pm, you can set the Max Contact Time to 20:00:00.
Weekdays Only Weekdays Only property is of Boolean type. If set to true, this address is used
only on weekdays. If false, the address is used on all days. This property uses the
weekend days set in the global configuration. The default value is false.
Contact Attribute Contact Attribute is a mandatory property. All predefined and custom attributes of
type phone and email are listed in the drop-down list. Select the phone number
attribute which you use to call or send SMS or select the email address to send
mail.
Edit Description Use to edit the description of the address node.

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Sender's Address
Note:
The Sender's Address node was referred to as ANI in releases before POM 2.5 Service Pack
1 release.
Use Sender's Address to set a conditional Sender's Address.
For example, to override the address set in the sender's address property of Call node, you can
add a condition based Sender's Address.
Note:
All mandatory properties of the node appear as bold.
Sender's Address node has one child node; Condition on page 155.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Sender's Address.
Description Use to add description for the Sender's Address node.
Attribute You can set the condition using Attribute property for a particular contact attribute.
All contact attributes are prepopulated in the drop-down list.
Values in Attribute drop-down follow the multitenancy rules. For more information
about multitenancy, see Organizational Level Access section in the Administering
Avaya Aura® Experience Portal guide.
Edit Description Use to edit the description for the Sender's Address node.

Condition
Use the Condition node to set the condition for Sender's address (Calling ID for voice calls, SMC
channel for SMS and From Address for email). The condition you specify is evaluated, and if the
condition matches, the Address set in Condition node is displayed or sent to the contact.
Condition has no child nodes. All mandatory properties for the node appear as bold.
Note:
Date and Time based comparisons use the date and time format specified in Global Date
Format field.
The following table lists the properties of the node and their descriptions:

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Property Name Description

Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Condition.
Value The value set in the Value property is matched against the value of the contact
attribute set in the Sender's address node. If the value matches, the address set
in the Address property is sent to the contact as Sender's Address.
Description Use to specify the description for Condition node.
Address Use Address property to set the address to be sent, if the condition matches.

Note:
POM does not support non-english language characters for this field, if
Sender's address is added under Mail action node.

ResultProcessors
ResultProcessors is a container node for Result nodes.
Within ResultProcessors, you can add multiple Result nodes to handle different dispositions or
contact attempt results. ResultProcessors have only one child node; Result on page 157.
Note:
All mandatory properties of the node appear as bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is ResultProcessors.
Description Use to specify a description for the ResultProcessors node.
Next State Next State has the default value as done. If a particular result is not handled by
adding a result node, then the Next State value from the ResultProcessors node is
used as the Next State for that result.
By default it has 3 values, initial, done and wait.
As you add new handlers in the campaign strategy, those states are available in the
Next State drop-down list.
Custom Use to select the custom processor class that POM invokes for each completion code.
Processor You can have:
• Publish: If you select this option, POM publishes all results to a ActiveMQ
server pom.attempt.result.topic . You can write a client program to
subscribe to this topic to read the results from the JMS topic. You can have multiple
clients reading results from the topic. POM provides a sample client which you can
use as a reference. This sample client reads the results and writes them to a file in
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 Result

Property Name Description

the Export folder. You can execute the sample client using $POM_HOME/bin/
testResProcClient.sh You can change the location of export folder from the
Global Configuration page. For more information about the sample client, see
Developer Guide for Proactive Outreach Manager.
POM publishes every result as an object of type PomResultInfo, comprising of:
String campaignName,int jobID, long pimSessionID, String contactID, int
contactGroupID, String contactGroupName, String address, String result, String
zoneName
For more information about Publish, see Application notes on Avaya Support site at
http://support.avaya.com.
• Custom: If you select this option, you can specify a Java class for processing
custom results. This Java class must implement the
PomCustomResultProcessor interface. POM initiates this class and invokes
when a result is available. The result data is passed as part of PomResultInfo
parameter.
• None
Result Use to specify the custom class.
Processor
Custom Class
Wait Timeout
(sec)
Wait Timeout
Completion
code
Edit Description Use to edit the description for the ResultProcessors node.

Result
Use the Result node to handle different dispositions or call attempt results. The action you want to
take, such as use another channel to contact, retry the channel or just move out the contact from
the campaign once you obtain the result, use the Result node
Based on the value in the Value property, and the call pacing type you select, the child nodes for
Result node change. For all other values, you can use application or retry. If you use application,
you can also use the custom action.
At the time of result processing, if the contact has a callback set, then while processing the result,
only the Custom class is invoked, if specified. The rest of the result processing for that contact is
skipped till the callback is attempted. So, callbacks take precedence over retries.
Note:
All mandatory properties of the node appear as bold.

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The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Result.
Description Use to specify the description for the Result node.
Value All available completion codes are listed in the drop down. Select the result
(completion code) to take action on.
Based on the received result, you can decide whether to keep the contact in the
campaign, or move the contact to done state and move the contact out of the job.
Next State By default there are 3 values in the drop- down list; initial, wait and done.
As you add new handlers in the campaign strategy, those states are available in
the NextState drop-down list.
Next State After Use this value to specify time value in seconds. After the value specified is
(sec) reached, the state of the contact is set to the value mentioned in the Next State.
This is useful if you want to wait for another result before taking further action on
this result.
Wait Timeout (sec)
Wait Timeout
Completion Code
Edit Description Use to edit the description of the Result node.

Related links
Call Result Custom node on page 158
Custom result node under Application node of SMS, Email, and Custom on page 159

Call Result Custom node

A Custom node can be used in Result node of a Call action. When you use the Custom node in
the Result node, of a Call action, you must select theOrchestration Designer application to be
used for that result. Orchestration Designer applications can be used only for results
corresponding to successful calls.
A Custom node does not have any child node. All mandatory properties of the node appear as
bold.
Property Value
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Custom.
Description Use to specify a description for the Custom action
Application Select the desired Orchestration Designer application from the drop down.
AnOrchestration Designer application shows up in the list only when it is
configured as POM Application in Avaya Aura® Experience Portal.
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 Result

Property Value
VDN Enter a string here. This is passed as a parameter to the Orchestration Designer
application. This property is available only when Custom node is used under call
action results.
Edit Description Use to edit the description for Custom action.
The following fields are not applicable if you are running a non-agent campaign.
Callback Parameters
Preferred Agent Use to enable or disable the callback parameter. The parameter is enabled by
Call back default. If the parameter is disabled, then an agent cannot schedule a preferred
agent callback.
Campaign Call Use to enable or disable the callback parameter. The parameter is enabled by
back default. If the parameter is disabled, then an agent cannot schedule a callback for
a campaign.
General Call back Use to enable or disable the callback parameter. The parameter is enabled by
default. If the parameter is disabled, then an agent cannot schedule a general
callback.
Can Cancel Call Use to enable or disable the callback parameter. The parameter is enabled by
back default. If the parameter is disabled, then an agent cannot cancel a callback.

Related links
Result on page 157

Custom result node under Application node of SMS, Email, and

Custom
A Custom node can be used in Result node of SMS, Mail, and Custom action. When you use
the Custom node, POM uses the specified Java implementation to carry out custom action or
result processing.
A Custom node does not have any child node. All mandatory properties of the node appear as
bold.
Property Value
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Custom.
Description Use to specify a description for the Custom action
Custom Class Use to specify the custom class POM can use for a custom implementation.
Custom class must be the fully qualified Java class name and this class must be
available on all POM servers in the system.

Related links
Result on page 157

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Application
Use the Application node as a container node, to invoke one of the available application types.
For Call action based on the value in the Value property, you select for the Result node.
For SMS and mail action, two child nodes are available: AvayaNotify and Custom. You can use
only one node at a time.
Note:
All mandatory properties of the node appear as bold.
Property Name Description
Name Use to specify the name for the application node.
Description Use to specify the description of the application node.
Edit Description Use to edit the description of the application node.

Agent
Use this node to specify the action to take for agent based campaigns.
Note:
All mandatory properties of the node appear as bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use to specify a display name in the campaign strategy editor. If you do not
specify any name, the default name is Agent.
Description Use to specify a description of the node.
Agent Script Use to specify the agent script that the system displays on the agent
desktop.

Note:
POM might display an agent script associated for Answer_Human to
the agent even if POM detects an Answer_Machine. to honour
compliance timers.
Callback Parameters
Preferred Agent Call back Use to enable or disable the callback parameter. The parameter is enabled
by default. If the parameter is disabled, then an agent cannot schedule a
preferred agent callback.
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 Avaya Notify

Property Name Description

Campaign Call back Use to enable or disable the callback parameter. The parameter is enabled
by default. If the parameter is disabled, then an agent cannot schedule a
callback for a campaign.
General Call back Use to enable or disable the callback parameter. The parameter is enabled
by default. If the parameter is disabled, then an agent cannot schedule a
general callback.
Can Cancel Call back Use to enable or disable the callback parameter. The parameter is enabled
by default. If the parameter is disabled, then an agent cannot cancel a
callback.
Nailing Call Timeout (sec) Use to specify the time in seconds to wait for the agent to pick up the nailing
call. The minimum value is 10 seconds and the maximum value is 1800
seconds.
Edit Description Use to edit the description of the node.

Avaya Notify
Use Avaya Notify application to:
• Play the text, if you use it under Call action node.
• Send an SMS, if use it under sms action node.
• Send an email message, if you use it under mail action node.
Avaya Notify does not have any child node.
Note:
All mandatory properties of the node appear as bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Avaya Notify.
Description Use to specify a description for the Avaya Notify application.
Text ID Notification Text IDs are pre-populated in the Text ID property drop-down list. You
can use the notification text corresponding to the selected Text ID with the Avaya
Notify application.
Edit Description Use to edit the description for the Avaya Notify application.

Avaya Agent
Avaya Agent application is only available under Call action node.

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Avaya Agent application is similar to Avaya Notify application, it also plays out the notification text
when the call is answered, and additionally, transfers the call to the destination number you
provide.
Avaya Agent application has no child node.
Note:
All mandatory properties for the node appear as bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Avaya Agent.
Text ID Text ID works in the same way as for Avaya Notify application.
Destination You can provide a destination number, and all calls are transferred after playing
the notification text. You can provide tel:AvayaPOMAgent as the destination. If
you do so, the calls are transferred to a nailed POM agent instead of VDN.
It does not verify if the agents are available to take call, it transfers the call to the
agent.
Description Use to specify the description for Avaya Agent.
The following fields are not applicable if you mention a VDN number in the destination:
Callback Parameters
Preferred Agent Call Use to enable or disable the callback parameter. The parameter is enabled by
back default. If the parameter is disabled, then an agent cannot schedule a preferred
agent callback.
Campaign Call back Use to enable or disable the callback parameter. The parameter is enabled by
default. If the parameter is disabled, then an agent cannot schedule a callback for
a campaign.
General Call back Use to enable or disable the callback parameter. The parameter is enabled by
default. If the parameter is disabled, then an agent cannot schedule a general
callback.
Can Cancel Call Use to enable or disable the callback parameter. The parameter is enabled by
back default. If the parameter is disabled, then an agent cannot cancel a callback.

Custom action node

Use this node to run the campaign using a custom implementation, and not use the standard call,
SMS, or email action. This custom action uses the Application node and you must specify the
custom application class name under the Application node. For information on creating the custom
application, see Developer's Guide for Proactive Outreach Manager..
The Custom action node has 4 children nodes; Restrictions on page 144, Address on page 154,
Application on page 160, and ResultProcessors on page 156.

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 Url

The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Custom.
Description Use to specify a description for the custom action node.
Min Contact Time MinContactTime defines the earliest time when the contact can be contacted. So
from 00:00 to MinContactTime , you cannot make any calls. You can make the
calls from MinContactTime to either MaxContactTime, if set, or until 23:59.

Note:
If the MinContactTime is greater than the MaxContactTime then the condition
is reverse, that is , you can make calls from MaxContactTime until 23:59
from the earlier day, and from 00:00 to MinContactTime , the next day.
For example, MinContactTime is 23:00 and MaxContactTime is 05:00. Then
you can make calls from 23:00 to 23:59 on the earlier day and from 00:00 to
05:00 on the next day. Date and Time based comparisons use the date and
the time format specified in Global Date Format field.
Max Contact Time MaxContactTime defines the time till when you can make calls. So from
MaxContactTime to 23:59, you cannot make any calls. You can make calls, either
from 00:00 or MinContactTime, if set, till MaxContactTime. For example, if you are
running a campaign and you do not want to make calls after 8pm, you can set the
MaxContactTime to 20:00:00.
Edit Description Use to edit the description for the custom action node.

Url
Use Url application to assign the application Url, and call the application when the call is
answered.
Url application node does not have any child node.
Note:
All mandatory properties of the node appear as bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Url.
Description Use to specify the description for the Url node.
Url You can provide the application Url in the Url property. To add some contact
attribute as part of the Url, then click Edit Url. The drop-down list has all contact
attributes pre-populated.
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Property Name Description

Select any contact attribute and then click Insert to insert at the cursor location in
the Url.
For example: To add a first name in the url, you can mention: http:// <domain
name>/hello.jsp?first_name= <firstName>&last_name=<lastName>, and select
the $first_name from the contact attribute drop-down.

Note:
Multi-tenancy rules are applicable to the contact attribute drop-down. For
information on multi-tenancy, see Organizational level access section in the
Administering Avaya Aura® Experience Portal guide.
Edit URL Use to edit the URL.
Edit Description Use to edit the description for the URL node.

Retry
Use Retry node to retry if you cannot reach the contact.
For example, if the number is busy then wait for a couple of minutes and then try calling back
again.
Retry can have multiple address child nodes. If you specify more than one Address child node,
POM dials the nodes in the order in which you specify the nodes.
Note:
All mandatory properties of the node appear as bold.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Retry.
Description Use to specify a description for the retry node.
Count Use to set the maximum number of retries. While processing any result (result
means the completion code of the previous attempt) for retry, before making any
retry attempt, all the previous retries attempted for that contact within that handler
are counted. Retry attempt is only made if the count of previous retry attempt is
less than the value specified in the count parameter of retry node for that result,
else the attempt is not made. The contact moves to the state/handler mentioned
against the FailState in the retry node.
For example, let us consider a campaign strategy where the retries are set as
follows:
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 Retry

Property Name Description

Result Count Interval FailState
Call Busy 2 30 done
Ring No answer 4 60 done

The behavior in different scenarios is as follows:

Scenario 1
1. POM makes the first attempt to contact the customer and gets the completion
code as Call Busy.
2. There is a retry mentioned on Call Busy so the first retry will be made after 30
seconds. POM again gets the completion code as Call Busy.
3. Second retry will be made after 30 seconds. POM gets the completion code
as Ring No Answer.
4. There is a retry mentioned on Ring No Answer so the third retry will be made
after 60 seconds. POM gets the completion code as Call Busy.
5. While processing Call Busy POM has already made 3 retries, whereas the
allowed value is only 2, so POM does not attempt the contact and the contact
will move to fail state specified here as done.
Scenario 2
1. POM makes the first attempt to contact the customer and gets the completion
code as Call Busy.
2. There is a retry mentioned on Call Busy so the first retry will be made after 30
seconds. POM again gets the completion code as Call Busy.
3. Second retry will be made after 30 seconds. POM gets the completion code
as Ring No Answer.
4. There is a retry mentioned on Ring No Answer so the third retry will be made
after 60 seconds. POM gets the completion code as Ring No Answer.
5. Fourth retry will be made after 60 seconds. POM gets the completion code as
Ring No Answer.
6. While processing Ring No Answer POM has already made 4 retries whereas
the allowed value is only 4, so POM does not attempt the contact and the
contact will move to fail state specified here as done.
Scenario 3
1. POM makes the first attempt to contact the customer and gets the completion
code as Ring No Answer.
2. There is a retry mentioned on Ring No Answer so the first retry will be made
after 60 seconds. POM again gets the completion code as Ring No Answer.
3. Second retry will be made after 60 seconds. POM gets the completion code
as Call Busy.
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Campaign strategies

Property Name Description

4. While processing Call Busy POM has already made 2 retries whereas the
allowed value is only 2, so POM does not attempt the contact and the contact
will move to fail state specified here as done.
Interval (sec) Use to set the time to wait for those many seconds before doing another try.
For example, if you specify the Count as 3, and Interval as 10, 20, 30, then POM
attempts the first retry after 10 seconds, second retry after 20 seconds and third
retry after 30 seconds.
Also, if you specify the Count as 3, and Interval as 20, then POM attempts each
retry after 20 seconds.
Address Looping You can choose to Enable or Disable the address looping. If you enable the
address looping and you have specified the Count as 6, and have defined 2
addresses, then POM attempts the first retry on the first address, second retry on
the second address. Since the Count is 6, but there are only 2 addresses, POM
will attempt the third retry again on the first address, and then the fourth retry
again on the second address in a loop manner till the number of retries matches
the value specified in the Count field.
Fail State Use to move the contact to Fail State, if all retries fail.
Edit Description Use to edit the description for the retry node.

SMS
Use the sms node to send SMS. The SMS node has 5 children nodes; Restrictions, Address,
Sender's address, Applications, and ResultProcessors.
Note:
All mandatory properties of the node appear as bold. Ensure that the value of "Next State"
property of the Result Processor node is set to "wait" and you have a Result handler for SMS
Delivered with the value of "Next State" property set to "done”. The notifications and delivery
receipts are considered as inbound traffic. For more information about capacity and pacing on
Experience Portal, see Avaya Aura® Experience Portal documentation.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is SMS.
Description Use to specify the description for SMS node.
Sender's Address Sender's Address defines the Sender's address that is displayed to the caller. If the
Sender's address node is not added, then use this Sender's Address as Sender's
address.
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 SMS

Min Contact Time MinContactTime defines the earliest time when POM can send the SMS. So from
00:00 to Min Contact Time , you cannot send any SMS. You can send the SMS
from Min Contact Time to either Max Contact Time, if set, or till 23:59.

Note:
If the Min Contact Time is greater than the Max Contact Time then the
condition is reverse, that is , you can send SMS from Max Contact Time till
23:59 from the earlier day, and from 00:00 to Min Contact Time , the next day.
For example, Min Contact Time is 23:00 and Max Contact Time is 05:00.
Then you can send SMS from 23:00 to 23:59 on the earlier day and from
00:00 to 05:00 on the next day.
Date and Time based comparisons use the date and time format specified in
Global Date Format field.
Max Contact Time Max Contact Time defines the time till when you can make calls. So from Max
Contact Time to 23:59, you cannot send any SMS. You can send SMS, either from
00:00 or Min Contact Time, if set, till Max Contact Time. For example, if you are
running a campaign and you do not want to send SMS after 8pm, you can set the
Max Contact Time to 20:00:00.
Re-check Interval Use this to specify a time interval after which when a contact attempt is restricted
(min) because it matched some restriction of type 'temporary' it will be again checked for
all the restrictions defined in that handler. If no value is specified for this parameter
then it will be considered as 1 minute.
On Media Server On Media Server Failure has two values in the drop-down; retry or no_retry. If you
Failure choose retry, you can keep on trying to establish a connection with the media
server. If you choose no_retry, then you can mark the disposition as
Media_Server_Failure and move to the next contact.
Edit Description Use to edit the description for the SMS node.
Applications
SMS Application The built-in POM application used for inbound SMS and delivery receipts.
Pacing Parameters
SMS Pacing Type Use to select the pacing type as None, Time-based, or Skill-based.
If you select the SMS Pacing Type as Time-based, you see the following additional fields:
Pace Use to specify the number of SMSs to send.
SMS Pace Time Use to specify the number of SMS to send for the selected time unit. You can
Unit specify the time unit in seconds, minutes, and hour.
For example, 5 SMSs to be sent per minute.
If you select the SMS Pacing Type as skill-based, you see the following additional fields:
Skill Use to specify the inbound skill to monitor.
If you disable the skill for pacing, while the skill-based campaign is running, the
changes do not take effect immediately on the running campaign. You must stop
the skill-based campaign manually and change the skill being monitored from the
campaign strategy.
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Parameter Use to select a parameter for the skill based pacing.

Expected Wait Time You can edit this property only when you select value Expected Wait Time in the
Parameter property. You can select either High, Med, Low, or a combination of
these values.
When you click SHOW SOURCE button to view the XML file, the “ewtLevels” key
value pair with selected levels is displayed on the screen.
Desired Value Depending on the parameter you select, specify different values. For Expected
Wait Time, specify a valid integer value between 1 to 7200. For Service Level ,
specify a valid integer value between 1 to 100 .For Avg Speed of Answer , specify
a valid integer value between 1 to 1000 .For Queue Length, specify a valid integer
value between 1 to 7200.
Initial Pace Use to specify the number of SMSs POM can send in the Pace Interval.
Pace Interval Use to specify the time unit for pacing.
Pacing Variation Use to specify the % value of pace using which the actual pacing is varied to
(%) match the maximum pace. POM also uses the value you specify to match or
reduce the pacing to match to the initial pace.
Max Pace Use to specify a maximum pace value with which the campaign can run. The value
must be between 1 and 500000.
Edit Description Use to change the description of the node.

Mail
Use the mail node to send an email message.
The Mail node has 6 children nodes; Restrictions, Address, Sender's address, Attachment,
Application, and ResultProcessors.
The Application node under Mail node has AvayaNotify and CustomMail as child nodes.
In the Address node’s Contact Attribute property, only the type email contact attributes are
displayed in the drop-down list.
Note:
All mandatory properties of the node appear as bold. Ensure that the value of "Next State"
property of the Result Processor node is set to "wait" and you have a Result handler for Email
Delivered with the value of "Next State" property set to "done". For more information about
capacity and pacing on Experience Portal, see Avaya Aura® Experience Portal
documentation.
The following table lists the properties of the node and their descriptions:
Property Name Description
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Mail.
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 Mail

Description Use to specify a description for the Mail node.

Sender's Address Sender's Address defines the Sender's address that is displayed to the recipient. If
the Sender's address node is not added, then use this Sender's Address as
Sender's address.

Note:
POM does not support non-english language characters for this field.
Sender's Display Use to specify the name displayed as the Sender's email id.
Name
Reply To Use to specify the address where the receiver sends a reply.
Min Contact Time Min Contact Time defines the earliest time when POM can send the email
message. So from 00:00 to Min Contact Time , you cannot send any email
messages. You can send the email messages from Min Contact Time to either Max
Contact Time, if set, or till 23:59.

Note:
If the Min Contact Time is greater than the Max Contact Time then the
condition is reverse, that is , you can send email messages from Max Contact
Time till 23:59 from the earlier day, and from 00:00 to Min Contact Time , the
next day.
For example, Min Contact Time is 23:00 and Max Contact Time is 05:00.
Then you can send email messages from 23:00 to 23:59 on the earlier day
and from 00:00 to 05:00 on the next day.
Date and Time based comparisons use the date and time format specified in
Global Date Format field.
Max Contact Time Max Contact Time defines the time till when you can send email messages. So
from Max Contact Time to 23:59, you cannot send any email messages. You can
send email messages, either from 00:00 or Min Contact Time, if set, till Max
Contact Time. For example, if you are running a campaign and you do not want to
send email messages after 8pm, you can set the Max Contact Time to 20:00:00.
On Media Server On Media Server Failure has two values in the drop-down; retry or no_retry. If you
Failure choose retry, you can keep on trying to establish a connection with the media
server. If you choose no_retry, then you can mark the disposition as
Media_Server_Failure and move to the next contact.
Edit Description Use to edit the description of the Mail node.
Applications
Mail Application The built-in POM application used for inbound email messages and the delivery
receipts.
Pacing Parameters
If you select the Pacing Type as Time-based you see the following additional fields:
Pace Use to specify the number of email messages POM can send per second. You can
specify a value between 1 and 1000000.
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Campaign strategies

Mail Pace Time Unit Use to specify the pace interval. You can specify the value in seconds, minutes or
hours.
If you select the Pacing Type as Skill-based you see the following additional fields:
Skill Use to specify the inbound skill to monitor.
If you disable the skill for pacing, while the skill-based campaign is running, the
changes do not take effect immediately on the running campaign. You must stop
the skill-based campaign manually and change the skill being monitored from the
campaign strategy.
Parameter Use to select a parameter for the skill based pacing.
Expected Wait Time You can edit this property only when you select value Expected Wait Time in the
Parameter property. You can select either High, Med, Low, or a combination of
these values.
When you click SHOW SOURCE button to view the XML file, the “ewtLevels” key
value pair with selected levels is displayed on the screen.
Desired Value Depending on the parameter you select, specify different values. For Expected
Wait Time, specify a valid integer value between 1 to 7200. For Service Level ,
specify a valid integer value between 1 to 100 .For Avg Speed of Answer , specify
a valid integer value between 1 to 1000 .For Queue Length, specify a valid integer
value between 1 to 7200.
Initial Pace Use to specify the number of SMSs POM can send in the Pace Interval.
Pace Interval Use to specify the time unit for pacing.
Pacing Variation Use to specify the % value of pace using which the actual pacing is varied to
(%) match the maximum pace. POM also uses the value you specify to match or
reduce the pacing to match to the initial pace.
Max Pace Use to specify a maximum pace value with which the campaign can run. The value
must be between 1 and 500000.
Edit Description Use to change the description of the node.

Custom
A Custom node can be used under Application node. When a Custom node is used under
Application node inside Custom action, POM uses the specified Java implementation to carry
out custom action or result processing. When it is used under Application node inside a Call,
SMS, or Mail action, you must select the built in Avaya Aura® Orchestration Designer application
for the actions to be taken for calls, SMSs, or mails. You can also configure your own custom
applications from System Configuration > Applications.
When you select Custom action in the Application node, and configure your own custom
applications, then the custom application is invoked for a Call, SMS, or Mail action.
Important:
For custom Call, SMS, or Mail applications, ensure you provide the text that you want to
send/play through calls, SMS or mail, in the custom application

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 Custom

Custom node does not have any child node.

Related links
Custom Mail action on page 171
Custom SMS action on page 171

Custom Mail action

A CustomMail node can be used in Application node of Mail action. When you use the
CustomMail node in Application node of a Mail action, you must select the built in Avaya Aura®
Orchestration Designer application for the actions to be taken for the e-mails. You can also
configure your own custom applications from System Configuration > Applications. When you
configure your own custom applications, then the custom application is invoked for the Mail action.
A CustomMail node does not have any child node. All mandatory properties of the node appear
as bold.
Property Value
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Custom.
Description Use to specify a description for the Custom action
Application(e-mail) Select the desired Avaya Aura® Orchestration Designer application from the drop
down. An Avaya Aura® Orchestration Designer application shows up in the list only
when it is configured as POM Application in Avaya Aura® Experience Portal.

Important:
For custom Mail application, ensure you provide the text that you want to
send through e-mail, in the custom application

Related links
Custom on page 170

Custom SMS action

A Custom node can be used in Application, or in Result node of SMS action. When you use the
Custom node in Application node of an SMS action, you must select the built in Avaya Aura®
Orchestration Designer application for the actions to be taken for the SMSs. You can also
configure your own custom applications from System Configuration > Applications. When you
configure your own custom applications, then the custom application is invoked for the SMS
action.
A Custom node does not have any child node. All mandatory properties of the node appear as
bold.

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Property Value
Name Use this as a display name in the campaign strategy editor. If you do not specify a
name, then the default name is Custom.
Description Use to specify a description for the Custom action
Application(SMS) Select the desired Avaya Aura® Orchestration Designer application from the drop
down. An Avaya Aura® Orchestration Designer application shows up in the list only
when it is configured as POM Application in Avaya Aura® Experience Portal.

Important:
For custom SMS application, ensure you provide the text that you want to
send through SMS in the custom application

Related links
Custom on page 170

Attachment
Attachment node is used to send attachments with the mail. You can add up to 10 attachments.
The total size of the attachments should be in the range supported by standard email exchange
servers, that is, 10–25 MB. If the size of the attachments is very huge, the campaign can get stuck
if you have retry enabled for the campaigns.
Ensure that the attached file does not have blank spaces in the file name.
Note:
All mandatory properties of the node appear as bold.
Attachment node is used as a container node for its only child node Url.
Property Value
Name Use to specify a name for the attachment node.
Description Use to specify the description for the attachment node.
URL Use to specify the location and name of the file to be sent as an
attachment. The file must be accessible over http or must be a file
available on the POM server. Specify the http url of the file or the file
path. Specify the file path as file:///<absolute path> and
ensure that you have the desired permission.
For example, file:////tmp/attachment/avya.jpg

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 Creating campaign strategy using template

Creating campaign strategy using template

Procedure
1. In the left pane, select POM> POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. To create a strategy based on a template, select the Use Template check box.
6. Select the template name from the Template drop-down list and click Continue.
The template drop-down lists the System templates and user created templates.
Note:
When you are creating campaign based on system templates, the allocation type for
handlers is set to Dynamic by default. For more information on reserved and dynamic
allocation of ports, see Proactive Outreach Manager Overview and Specification.
If you click Save on the Campaign Strategy Editor page, then the editor checks for all
validations before saving the campaign strategy as a final campaign strategy. If you
encounter any errors, you cannot save the campaign strategy.
If you click Save As on the Campaign Strategy Editor page, then the editor does not check
for any validations and saves the campaign strategy as draft. The campaign strategy listing
page shows the strategy as Draft.
The campaign strategy listing page follows all the multi-tenancy rules for all types of
campaigns.
7. Click Continue.

Creating a campaign strategy from scratch

Procedure
1. In the left pane, select POM > POM Home.
2. Click Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Drag all required nodes and set all required properties and click Save.

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Campaign strategies

Creating a completed campaign strategy from draft state

Procedure
1. In the left pane, click POM > POM Home.
2. Click Campaigns > Campaign Strategies.
3. Open any campaign strategy in draft state.
4. Drag all required nodes and set all required properties.
5. Click Save.

Creating a campaign strategy in a template state

Procedure
1. In the left pane, click POM > POM Home.
2. Click Campaigns > Campaign Strategies.
3. Click Save As for any completed campaign strategy.
4. Specify a name for the template.
5. Click Save As Template.

Creating a campaign strategy from a system template

Procedure
1. In the left pane, click POM > POM Home.
2. Click Campaigns > Campaign Strategies.
3. Click Add and give a name for the strategy.
4. Select Use template and select the system template to use from the template list.
5. Click Continue and drag the necessary nodes to complete the strategy.

Creating a campaign strategy in draft state

About this task
You can save a strategy in draft state if the strategy is incomplete or contains errors that need to
be resolved. Strategies in draft state cannot be used in a campaign.

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 Creating a campaign strategy for a call handler

Procedure
1. In the left pane, click POM > POM Home.
2. Click Campaigns > Campaign Strategies.
3. Open any completed campaign strategy for editing.
4. Click Save Draft instead of Save.
Alternatively, perform the following steps:
5. Open any campaign strategy in completed or template state.
6. Click Save Draft.
Note:
You can save a completed campaign strategy as a draft only if the campaign strategy
is not used in any campaign.

Creating a campaign strategy for a call handler

About this task
Use this procedure to create a campaign strategy for voice calls using the SimpleCall template.
Procedure
1. In the left pane, click POM > POM Home.
2. Click Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. In the Template field, click SimpleCall .
7. Click Continue.
8. Select the Call node and select the application for the Driver Application property.
Note:
You must add the POMDriver application through the EPM application menu before
you can use it.
9. Select the Text Item node, and specify the value for the Text property.
10. Click Save to make the changes permanent.

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Campaign strategies

Creating a campaign strategy for an email handler

About this task
Use this procedure to create a campaign strategy for sending emails by using the SimpleMail
template.
Procedure
1. In the left pane, click POM > POM Home.
2. Click Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. In the Template field, click SimpleMail.
7. Click Continue.
8. Select the Text Item node, and specify the value for the Text property.
Note:
Ensure that the value of the Next State property of the Result Processor node is set to
wait, and you have a Result handler for Email Delivered with the value of the Next
State property set to done. For more information about capacity and pacing on
Experience Portal, see Avaya Aura® Experience Portal documentation.
9. Click Save to make the changes permanent.

Creating a campaign strategy for an SMS handler

About this task
Use this procedure to create a campaign strategy for sending an SMS using the SimpleSMS
template.
Procedure
1. In the left pane, click POM > POM Home.
2. Click Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. In the Template field, click SimpleSMS.

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 Creating time-based call campaign strategy

7. Click Continue.
8. Select the Text Item node, and specify a value for the Text property.
Note:
Ensure that the value of the Next State property of the Result Processor node is set to
wait, and you have a Result handler for SMS Delivered with the value of the Next
State property set to done. For more information about capacity and pacing on
Experience Portal, see Avaya Aura® Experience Portal documentation.
9. Click Save to make the changes permanent.

Creating time-based call campaign strategy

About this task
This section explains how to create a campaign strategy using the Time Based Call template.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select Time Based Call from the Template drop-down list.
7. Click Continue.
8. Select the Text Item node and specify the Text property.
9. Select the Call node and specify the Call Applications property as PomDriverApp.
Note:
You must add the PomDriverApp application through the EPM Application menu,
before you can use it.
10. Specify the Call Pace value under the Pacing Parameters. You can specify any value
between 1 and 1000000.
11. Specify the Call Pace Time Unit value in seconds, or minutes, or hours.
12. Click Save to make the changes permanent.

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Campaign strategies

Creating time-based SMS campaign strategy

About this task
This section explains how to create a campaign strategy using the editor.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Click Continue.
6. Select the Text Item node and specify the Text property.
7. Select the SMS node and specify the SMS Applications property as AvayaPOMSMS.
Note:
You must add the AvayaPOMSMS application through the EPM application menu,
before you can use it.
8. Specify the Sender’s Address as specified in the AvayaPOMSMS application through
EPM application menu.
9. Select the SMS pacing type as Time Based.
10. Specify the SMS Pace value under the Pacing Parameters. You can specify any value
between 1 and 1000000.
11. Specify the SMS Pace Time Unit value in seconds, or minutes, or hours.
Note:
Ensure that the value of Next State property of the Result Processor node is set to
wait and you have a Result handler for SMS Delivered with the value of Next State
property set to done. For more information about capacity and pacing on Experience
Portal, see Avaya Aura® Experience Portal documentation.
12. Click Save to make the changes permanent.

Creating time-based email campaign strategy

About this task
This section explains how to create a campaign strategy using the editor.

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 Creating a skill based call campaign strategy

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Click Continue.
6. Select the Text Item node and specify the Text property.
7. Select the Mail node and specify the Applications property as AvayaPOMEmail.
Note:
You must add the AvayaPOMEmail application through the EPM Application menu,
before you can use it.
8. Specify the Sender’s address as specified in the AvayaPOMEmail application through
EPM application menu.
9. Specify the Email pacing type as Time Based.
10. Specify the Pace value under the Pacing Parameters. You can specify any value between
1 and 1000000.
11. Specify the Mail Pace Time Unit value in seconds, or minutes, or hours.
Note:
Ensure that the value of Next State property of the Result Processor node is set to
wait and you have a Result handler for Email Delivered with the value of Next State
property set to done. For more information about capacity and pacing on Experience
Portal, see Avaya Aura® Experience Portal documentation.
12. Click Save to make the changes permanent.

Creating a skill based call campaign strategy

About this task
This section explains how to create a call based campaign strategy using the Skill Based Call
template.
Note:
If POM is configured in the CCElite mode, then the drop down for selecting the Skill value
gives all skills with type as Inbound that you have added on POM using the CCElite
configuration page. If POM is configured in the AACC mode, then the drop down for selecting
Skill value gives all voice skills configured on AACC.

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Campaign strategies

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select Skill Based Call Template from the Template drop-down list.
7. Click Continue.
8. Select the Text Item node and specify a value for the Text property.
9. Select the Call node and specify the DriverApp property as POMDriver.
Note:
You must add the POM Driver Application and other POM applications through the
EPM Application menu, before you can use it.
10. Specify the Skill value.
Note:
The drop down list gives all skills with type as Inbound that you have added on POM
using the CCElite configuration page.
11. Specify the Parameter value.
12. Specify the Desired Value value under the Pacing Parameters. You can specify an
optimum value between 70 and 100%. This range can vary depending on the Parameter
value you specify in step 11.
13. Specify the Initial Pace value. You can specify any value between 1 and 9999.
14. Specify the Pace Interval value. You can specify any value between 1 and 9999.
15. Specify the Pacing Variation (%) value.
16. Specify the Maximum Pace value.
17. Specify the Contact Attribute under the Address node.
18. Specify the Text ID property under the Avaya Notify node.
19. Specify the Next State property under the ResultProcessors node.
20. Click Save to make the changes permanent.

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 Creating skill-based SMS campaign strategy

Creating skill-based SMS campaign strategy

This section explains how to create a skill-based SMS campaign strategy using the Skill Based
SMS template.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select Skill Based SMS Template from the Template drop-down list.
7. Click Continue.
8. Select the Text Item node and specify a value for the Text property.
9. Select the SMS node and specify a value for the SMS Application.
Note:
You must add the SMS application through the EPM Application menu, before you can
use it.
10. Select the SMS node and specify the Pacing Parameters.
11. Specify the Skill value.
12. Specify the Parameter value.
13. Specify the Desired Value value under the Pacing Parameters. You can specify an
optimum value between 70 and 100%. This range can vary depending on the Parameter
value you specify in step 12.
14. Specify the Initial Pace value. You can specify any value between 1 and 9999.
15. Specify the Pace Interval value. You can specify any value between 1 and 9999.
16. Specify the Pacing Variation (%) value.
17. Specify the Maximum Pace value.
18. Specify the Contact Attribute under the Address node.
19. Specify the Text ID property under the Avaya Notify node.
20. Specify the Next State property under the ResultProcessors node.
Note:
Ensure that the value of "Next State" property of the Result Processor node is set to
"wait" and you have a Result handler for SMS Delivered with the value of "Next State"

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Campaign strategies

property set to "done". For more information about capacity and pacing on Experience
Portal, see Avaya Aura® Experience Portal documentation.
21. Click Save to make the changes permanent.

Creating skill-based email campaign strategy

This section explains how to create a skill-based email campaign strategy using the Skill Based
Mail template.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select Skill Based Mail Template from the Template drop-down list.
7. Click Continue.
8. Select the Text Item node and specify a value for the Text property.
9. Select the Mail node and specify a value for the Mail Application.
Note:
You must add the Mail application through the EPM Application menu, before you can
use it.
10. Select the Mail node and specify the Pacing Parameters.
11. Specify the Skill value.
12. Specify the Parameter value.
13. Specify the Desired Value value under the Pacing Parameters. You can specify an
optimum value between 70 and 100%. This range can vary depending on the Parameter
value you specify in step 12.
14. Specify the Initial Pace value. You can specify any value between 1 and 9999.
15. Specify the Pace Interval value. You can specify any value between 1 and 9999.
16. Specify the Pacing Variation (%) value.
17. Specify the Maximum Pace value.
18. Specify the Contact Attribute under the Address node.
19. Specify the Text ID property under the Avaya Notify node.

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 Creating a cruise control campaign strategy

20. Specify the Next State property under the ResultProcessors node.
Note:
Ensure that the value of "Next State" property of the Result Processor node is set to
"wait" and you have a Result handler for Email Delivered with the value of "Next State"
property set to "done". For more information about capacity and pacing on Experience
Portal, see Avaya Aura® Experience Portal documentation.
21. Click Save to make the changes permanent.

Creating a cruise control campaign strategy

About this task
This section explains how to create a campaign strategy using the Cruise Control template.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select Cruise Control Template from the Template drop-down list.
7. Click Continue.
8. Select the Call node and specify the DriverApp property as POMDriver.
Note:
You must add the POM Driver Application, Nailer application and other POM
applications through the EPM Application menu, before you can use it.
9. Specify the Nailer Application value.
10. Specify the Nuisance Call Application value.
11. Specify the On Hold Application value.
12. Specify the Desired Service Level value under the Pacing Parameters. You can specify
an optimum value between 70 and 100%.
13. Specify the Min. Agents value. You can specify any value between 0 and 9999.
14. Specify the Max. Agents value. You can specify any value between 1 and 9999.
15. Specify the Agent Outbound Skill value.

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Campaign strategies

Note:
If POM is configured in the CCElite mode, the drop-down list displays all skills that you
added as Outbound in POM on the CCElite configuration page. If POM is configured in
the AACC mode, the drop-down list displays all POM outbound skills that you have
configured on AACC.
16. Specify the ACW Time (sec) value.
17. Specify the Default Completion Code value.
18. Click Save to make the changes permanent.

Creating expert call ratio campaign strategy

About this task
This section explains how to create a campaign strategy using the Expert Call Ratio template.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select Expert Call Ratio Template from the Template drop-down list.
7. Click Continue.
8. Select the Call node and specify the DriverApp property as POMDriver.
Note:
You must add the POM Driver Application, Nailer application and other POM
applications through the EPM Application menu, before you can use it.
9. Specify the Nuisance Call Application value.
10. Specify the On Hold Application value.
11. Specify the Expert Call Ratio Type value under the Pacing Parameters.
You can specify the value as either Agent Work Time or Agent Update Time.
• If you select Agent Work Time, you can enter any value between 1 and 100. The
optimum values are between 29 and 71.
• If you select Agent Update Time, you can enter any value between 1 and 100. The
optimum values are between 32 and 78.

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 Creating preview campaign strategy

12. Specify the Value (%). You can specify any value between 0 to 100.
13. Specify the Initial Hit Rate (%).
Tip:
The Initial Hit Rate specifies the average number of calls per agent that the system makes
during the first 5 minutes of the job. The initial hit rate is the number of call completes,
compared with the call attempts. If you set the rate too low, between 20 and 30, the dialer
can make more connects than the agents can handle. If you set the rate too high, above
70, the system can fail to make enough connections to keep the agents busy.
14. Specify the Maximum Hit Rate (%) value You can specify any value between 1 and 100.
15. Specify the Min. Agents value. You can specify any value between 0 and 9999.
16. Specify the Max. Agents value. You can specify any value between 1 and 9999.
17. Specify the Agent Outbound Skill value.
Note:
The drop-down list displays all skills that you added as Outbound in POM on the
CCElite configuration page.
18. Specify the ACW Time (sec) value.
19. Specify the Default Completion Code value.
20. Click Save to make the changes permanent.

Creating preview campaign strategy

About this task
This section explains how to create a campaign strategy using the Preview template.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select Preview Template from the Template drop-down list.
7. Click Continue.
8. Select the Call node and specify the DriverApp property as POMDriver.

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Campaign strategies

Note:
You must add the POM Driver Application, Nailer application and other POM
applications through the EPM Application menu, before you can use it.
9. Select the Text Item node and specify the value for the Text property.
10. Specify the Nuisance Call Application value.
11. Specify the On Hold Application value.
12. Specify the Timed Preview value.
13. Specify the Min. Agents value. You can specify any value between 0 and 9999.
14. Specify the Max. Agents value. You can specify any value between 1 and 9999.
15. Specify the Agent Outbound Skill value.
Note:
The drop-down list displays all skills that you added as Outbound in POM on the
CCElite configuration page.
16. Specify the ACW Time (sec) value.
17. Specify the Default Completion Code value.
18. Click Save to make the changes permanent.

Creating progressive campaign strategy

About this task
This section explains how to create a campaign strategy using the Progressive template.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select Progressive Template from the Template drop-down list.
7. Click Continue.
8. Select the Call node and specify the DriverApp property value as POMDriver.
9. Specify the Nailer application value as Nailer.

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 Creating a campaign strategy from multiple addresses retry template

Note:
You must add the POM Driver Application, Nailer application and other POM
applications through the EPM Application menu, before you can use it.
10. Specify the Nuisance Call Application value.
11. Specify the On Hold Application value.
12. Specify the Over Dial Ratio value. You can specify any value between 1 and 100.
13. Specify the Min. Agents value. You can specify any value between 0 and 9999.
14. Specify the Max. Agents value. You can specify any value between 1 and 9999.
15. Specify the Agent Outbound Skill value.
Note:
The drop-down list displays all skills that you added as Outbound in POM on the
CCElite configuration page.
16. Specify the ACW Time (sec) value.
17. Specify the Default Completion Code value.
18. Click Save to make the changes permanent.

Creating a campaign strategy from multiple addresses

retry template
About this task
This section explains how to create a campaign strategy for multiple addresses retry using the
template. You can use the multiple addresses retry template to give alternate contact details and
for POM to try connecting using more than one address. For example, if you have specified 2
phone numbers, and you want POM to try establishing a connection using both the numbers, you
can use the multiple addresses retry template.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select the Multiple Addresses Retry Template from the Template drop-down list.
7. Click Continue.

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8. Select the Text Item node and specify a value for the Text property.
9. Select the Call node and specify the Driver Application property as POMDriver.
Note:
You must add the POMDriver application through the EPM Application menu before
you use the POMDriver application.
10. Select the Address node and specify the Contact Attribute value.
11. Select the Result Processor node and specify the Next State and Custom Processor
values.
12. Select the Result (Answer Human) node and specify the Value and Next State values.
13. Select the Retry node and specify the Count, Interval (sec), and FailState values. You
can specify any value from 1 to 100 for the Count property, and any value from 0 to
172800 seconds for the Interval (sec) property.

Creating a campaign strategy from multiple channel

selector template
About this task
This section explains how to create a campaign strategy for multiple channel selection using the
template. To specify any condition and then change the behavior of the campaign, you can do that
using the multiple channel selector template. For example, to make voice calls from 9 a.m to 5
p.m, and then after 6 p.m., you want to send SMS to the contact, you can make use of the multiple
channel selector. You can choose the selector node and specify a condition under that node.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click Add.
4. Specify the name for the campaign strategy.
5. Select the Use Template check box.
6. Select the Multiple Channel Selector from the Template drop-down list.
7. Click Continue.
8. Select the Text Item node and specify a value for the Text property.

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 Importing campaign strategy

Importing campaign strategy

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. On the Campaign Strategies page, click Import.
You can only import a .xml file which you export from the POM environment. You cannot
import a file after making changes to the file. After imported, POM saves the strategy in a
draft state.
4. Make changes in the campaign strategy to suit your requirements and save the strategy.

Exporting campaign strategy

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3.
Click on the Campaign Strategies page.
The system displays a dialog box.
4. Save the file in the file location.
You can view the exported file in an editor or import it on a POM system.

Editing a campaign strategy

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Click any campaign strategy name.
The system opens the campaign strategy in the editor.
Note:
If any running job uses the campaign strategy and if you edit the strategy, the changes
are applied only when the running job is paused and resumed or you run a new job.

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Campaign strategies

Deleting a campaign strategy

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Campaigns > Campaign Strategies.
3. Select the campaign strategy to delete and click Delete.
4. On confirmation popup, click Yes.
Note:
You cannot delete a campaign strategy if it is used in any campaign. You have to
remove the association with the campaign to delete the campaign strategy.

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Chapter 16: Campaign restrictions

About campaign restrictions

The POM administrator has the rights to set campaign restrictions at the highest level while
creating campaigns. These restrictions are applicable to all campaigns.
The POM administrator can override the campaign restrictions at the individual campaign level
while defining the campaign strategies.

Campaign restrictions page field descriptions

Use this page to define the campaign restrictions.
Note:
If you have specified any time based restriction for a campaign, then while making a contact
attempt, current POM system time is converted to the time zone of the contact being
attempted. The attempt is performed only if the converted value falls within the allowed time
interval.
Field or Description
Button
Hide Tool Use to hide the left pane of the campaign strategy editor.
Box
Show Source Use to view the source.
Save Use to save the campaign restriction.
Copy Use to copy the selected node to clipboard.
Paste Use to paste the selected node from the clipboard.
Delete Use to delete the selected node.

The applicable nodes for campaign restrictions are:

• Restrict on page 148
• RestrictException on page 151
These nodes are described in detail on the campaign strategy editor page.

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Campaign restrictions

Note:
When you use the Restrict node under Campaign Restrictions, the node has an additional
optional property “ID”. The ID specified here is used to override a global restriction at the
campaign level using the Override node.

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Chapter 17: Contact lists

About contact lists

Contact lists are required for running campaigns. You can save the contact data in the contact lists
and can use the contact lists in campaigns.
You can have more than one contact list and segregate the contact data based on different
criteria.
For example, you can create a contact list which has data of all contacts staying in a specific zip
code or you can create a contact list which will have data of all contacts having a particular blood
group. The contact lists prove useful for managing the data.
Note:
Only one instance of a data source can be in an active state, that is, in running, paused or
error state.
An Org user creates the contact lists and associates only with creator's organization. For example
a user Joe belonging to the Sales organization (Sales/Joe) creates a new contact list called
POMCustomers. This contact list is visible only to Sales organization.
A global user has access to all contact lists across all organizations. A global user can optionally
give access to a contact list to multiple organizations. The global user can give access to the
POMCustomers contact list to the support organization if required.
For an Org user, the contact lists associated with the user's organization are accessible while
creating campaigns.
Note:
A global user is a user who does not belong to any organization, and has the POM
Administration and POM Campaign Manager roles. An organization user (Org user) is a user
who belongs to an organization created in Voice Portal or Avaya Aura® Experience Portal, and
has the Org POM Campaign Manager role.

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Contact lists

Contact lists page field descriptions

Use this page to view the contact lists. Depending on your user role, you can add, change, delete ,
and empty a contact list. You can see the contact records in a contact list. If organizations are
enabled, you can associate the contact lists with specific organizations.
If you have no contact lists, the system displays the message No contact lists are
configured.
You see the following columns, only when you add one or more contact lists.
Field or Button Description
Zones You see this field only if you have specified more than one zone on the system.
Displays the zones. You can also filter the zones and associate the contact list with
a specific zone while creating the contact list. If you do not associate a contact list
with any zone, POM associates the contact list with the default zone. You can
associate one contact list with only one zone at a time. You can change the
association of the zone and the contact lists anytime, provided no imports are
running for the specified contact list.

Note:
When you change the zone of a contact list which has a local file data source,
you must change the local path of the POM server to point to the new POM
Server.
Last Poll Displays the date and time when the page is last refreshed.
Contact List Name Displays the contact list name and click the name to go to the Edit Contact Lists
page.
Zone Name You see this field only if you have specified more than one zone on the system.
Displays the name of the zone in which the contact list is created or associated.
Total Contacts Displays the total number of contacts in the contact list. If the import is in progress
for the given contact list, then the system displays the message In Progress for this
field until the import is over.
Available Contacts Displays the contacts that are available for dialing. When you delete contacts from
excluded contacts list, they become available for dialing. So, Available Contacts =
Total Contacts — Excluded Contacts.
Excluded Contacts Displays the total number of contacts that are skipped for dialing after you mark
them as Not Callable.
Last Updated Displays the last time you run import or empty the data source. If the import is in
progress for the given contact list, then the system displays the message In
Progress for this field till the import is over.
Allowed Displays the associated organizations with the contact list.
Organizations
Note:
Table continues…

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 Contact lists page field descriptions

Field or Button Description

If you do not have the multitenancy option turned on, you do not see this field. For
more information about multitenancy, see the Avaya Aura® Experience Portal
guide.
Actions You can perform the following actions on every contact list displayed:
• Use to upload the contact records.
•
Use to run the contact import immediately.
• Use to list all contact records.

Note:
This button is disabled if the import is in progress for the given contact list.
• Use to manage the data sources for the selected contact lists.
• Use to associate the contact list with a specific organization.

Note:

You can see only if multi-tenancy is on.

• Use to associate the contact list with specific attributes.
• Use to empty a contact list.

Note:
All the contact data is deleted from the particular contact list. You cannot
empty a contact list if the contact list is associated with a "In Progress"
campaign.
When you empty the contact list using the Empty Contact List action, the
attributes associated with the contacts are not disassociated from the
contact list.
•
Use to filter contacts that you want to mark as Not Callable. The excluded
contacts are skipped for dialing.
•
Use to delete the contact list.

Note:
You cannot delete a contact list if the contact list is associated with a
campaign or a data source.
Add Use this to add a new contact list.

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Contact lists

Excluded contacts page field descriptions

Use this page to view the contacts that are excluded for dialing. Excluded contacts are not picked
for dialing. If a contact is already picked up for dialing and then excluded, and if the excluded
contact is not yet dialed, then it is removed from the contact list of the running campaigns.
However, campaign manager does not exclude the contacts if dialing of those contacts is in
progress or if they are marked for callback or retry. For more information on excluded contacts,
refer Avaya Proactive Outreach Manager Overview and Specification guide.
Field or Button Description
Excluded Contact search and sort criteria
Search contact where Use the drop-down list to select the attribute on which you want to search the
attribute contact record. You can also use operators like = (equal to), != (not equal to), in,
like, isNull, and specify a value in the text box provided.
For example, you can search for a contact record by creating a set for searching.
If you use an attribute salary and the in operator and mention values as 3000,
5000, 8000, then the system searches for salary in 3000, 5000, 8000 and
returns the records matching the criteria.
Sort contact using Use the drop-down list to select the attribute on which you want to sort the
attribute contact records. You can sort the contact records in ascending or descending
order.

Note:
If you use ID for sorting, the sorting uses the string rules, as ID is of string
data type. For example, if you have IDs like 1,2, 10, 100, 20, 200, then the
records are sorted as 1, 10, 100, 2, 20, 200 instead of 1, 2, 10, 20, 100,
200.
Apply Criteria Click to apply the search or sort criteria.
Excluded Contacts
Use to go to the first page.

Use to go to the previous page.

Records Per Page Use to specify the number of records to be displayed per page.
Use to go to the next page.

Use to go to the last page.

Page Number Displays the current page number.

Total Pages Displays the total number of pages required to list all contact records.
System Contact ID Displays the unique system generated ID for the contact.
ID Displays the unique user defined ID for the contact.
Title Predefined Displays the title of the contact.
Table continues…

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 Exclusion Filter Criteria page field descriptions

Field or Button Description

First Name Displays the first name of the contact.
Last Name Displays the last name of the contact.
Address Line 3 Use the drop-down to select the predefined address of the contact.
Predefined
Phone 1 Displays the phone 1 of the contact.
Phone 1 Country Displays the country code of phone 1.
Code
Phone 1 Time Zone Displays the time zone for the phone 1.
Phone 2 Displays the phone 2 of the contact.
Phone 2 Country Displays the country code of phone 2.
Code
Phone 2 Time Zone Displays the time zone for the phone 2.
Language Use the drop-down to select the language of the contact.

Click action to delete the contact from the excluded contacts list. When you
delete the contact from excluded contacts list, it becomes available for dialing.
Add Click to exclude records for dialing.
Reset Click to clear the list of excluded contacts. When you click the Reset button, all
the contacts that were excluded become available for dialing.

Exclusion Filter Criteria page field descriptions

Use this page to add the filter criteria for contacts that you want to exclude for dialing.
Field or Description
Button
Add Specify the conditions for filtering the contact records for exclusion. You can see the
Condition following fields:

Table 2: Field descriptions for Add Condition

Condition Contact Operator Value Actions

attribute
Displays Specify the Specify the operator to use Specify the • Use to select a value
the list of contact with the contact attribute to value to use to from the list of available
all attribute to filter the records. You can filter the values using the drop
conditions use to filter use =, !=,>=, <=, >, <, in, records. down list. The system
serially. the records between, not between, displays the first 1000
The system
using the isNull, and is not null, matching values.
displays the
Table continues…

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Contact lists

Condition Contact Operator Value Actions

attribute
drop down depending on the data type first 100 •
list. of the attribute you select. matching Use to delete the filter
values. For criteria.
• For multi character wild
example, if you
card support, use %
are filtering
(percentage). Multi
records with
character wild card is
last name
supported only with Like
containing
and NotLike operators.
“Wa”, the
• For single character wild system will
card support, use _ display the first
(underscore). Single 100 records
character wild card is which have the
supported only with Like last names
and NotLike operators. For containing
example, if customer “Wa”.
names in the contact list
are Avaya, Avasa, Asurian
and the selection criteria is
Ava_a, then only 2 records
namely “Avaya” and
“Avasa” are selected.
Note:
If you specify more than one attributes, the system filters the contacts according to the order in which
you specify the filters. For example, you select the ID and the first name attribute. If you mention the
filtering criteria as ID=10 and name equal to John, then the system displays all values which match
both the conditions.

Button Description
Show Results Displays the records that satisfy the filter criteria. To
view the contact record details, use The number of
contacts filtered are X link. Here “X” indicates the
number of filtered contacts.
Exclude Click to exclude the filtered contact records from
dialing. When you click Exclude, the contact
records are marked as Not Callable.
Cancel Click to cancel the current action and return to
previous page.

Excluding contacts from a contact list

Procedure
1. In the left pane, select POM > POM Home.

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 Marking contacts as Callable

2. Select Contacts > Contact List

3.
Click Exclude icon of a contact list on the Contact Lists page.
The system displays the Excluded Contacts page where you can view all the contacts of
the selected contact list that are already excluded for dialing.
4. On Excluded Contacts page, click Add.
5. On Exclusion Filter Criteria page, click Add Condition to provide the filter criteria for the
contact records that you want to exclude.
6. Click Show Results button.
POM filters the contacts based on the specified criteria and provides link to check the
filtered contacts. You can check the filtered contacts by clicking on the link.
7. Click Exclude button to mark the filtered records as Not Callable.
When you click Exclude button, POM marks all filtered contacts as Not Callable and
permanently skip those contacts from dialing, unless they are marked as “Callable” again.
Note:
POM appends the newly filtered contacts to the existing excluded contacts and does not
overwrite existing excluded contacts.

Marking contacts as Callable

Procedure
1. In the left pane, select POM > POM Home.
2. Select Contacts > Contact List
3.
Click Exclude icon of a contact list on the Contact Lists page.
The system displays the Excluded Contacts page where you can view all the contacts of
the selected contact list that are already excluded for dialing.
4. You can mark contacts as “Callable” in following two ways: On Excluded Contacts page,
click Delete action to remove the individual contact record from the excluded contact
list. The contact is marked as “Callable” and becomes available for dialing. If you want to
a.
To mark an individual contact as “Callable”, click the Delete icon for the contact
record.
b. To mark all contacts as “Callable”, click Reset.

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Contact lists

Important:
When you click Reset, POM removes all the contacts from the exclusion list and
makes them available for dialing.

Zone filter page field descriptions

The system displays this page only if you have created more than one zones. Use this page to
display contact lists only for the selected zones. After you login, by default all zones are selected.
You must select the zone from which to display the contact lists.
Note:
If you add a new zone after logging in, the new zone is not selected automatically. You must
manually select the newly added zone.
Field or Button Description
Selection box Use to select one or more zones to filter.
Zone Displays the names of the zones.
Time Zone Displays the time zones associated with the zone names.
Save Use to make the changes permanent.

Add new contact list page field descriptions

Use this page to add a new contact list.
Field or Button Description
Name Use to specify a unique name for the contact list to add.
Description Use to specify a brief description for the contact list to add.
Zone Name You see this field only if you have specified more than one zone on
the system.
Use to specify the zone name for the contact list.
Save Use to save the new contact list.

Adding a new contact list

Procedure
1. In the left pane, select POM > POM Home.

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2. From the drop-down menu, select Contacts > Contact List.

3. Click Add on the Contact Lists page.
4. Specify the Name and Description for the new contact list.
5. Specify the Zone Name from the drop-down list if you have specified more than one
zones.
6. Click Save to make the changes permanent.
The system displays the following message:
Contact List <name of the list you specified> created
successfully. You may want to
Upload contacts now
Create a Data Source
Go back to Manage Contact List

Related links
Run data source page field descriptions on page 205
Manage data sources page field descriptions on page 214

Edit contact list page field descriptions

Use this page to change the contact list description.
Field or Description
Button
Name Displays the contact list name.

Note:
You cannot change the name after specifying it.
Description Use to provide a brief description of the contact list. You can edit only the description of
existing contact lists.
Zone Name You see this field only if you have specified more than one zone on the system.
Use to specify the zone for the contact list.
Save Use to make the changes permanent.

Adding contacts to a contact list

Procedure
1. In the left pane, select POM > POM Home.

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2. From the drop-down menu, select Contacts > Contact List.

3. Click .
4. On Contact Browser screen, click Add.
5. Specify the ID and other predefined attributes
6. Click Show phone Attributes to specify the phone attributes if any.
7. Click Show custom Attributes to specify the custom attributes if any.
8. Click Save.

Deleting contacts from contact list

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Contacts > Contact List.
3. Click .
4.
On Contact Browser screen, click action of the contact that you want to delete.
5. On Confirming Delete dialog box, click Yes to delete the contact.

Upload contacts page field descriptions

Use this page to upload contacts from a .csv file in the selected contact list.
After uploading contacts, POM automatically creates a data source record. You cannot edit or
schedule this data source. You can only delete the data source. POM creates this data source
entry for upload contacts.
If the file you upload contains new attributes, POM gives an option to add the new attributes
dynamically and continue with upload.
If you add contacts using Upload action or through a data source with File or Database option,
POM automatically associates all the attributes with the contact list, including the attributes that
have null values in all records. If you are using custom method to upload contacts, then you must
manually associate the attributes that have null value.
Field or Button Description
File to upload Select the path of the file, or click Browse to specify the file from
which to import the data.
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Field or Button Description

Note:
If you are using Internet Explorer 7.0, you can type the path
of the .csv file.
Empty Contact List before import Use the selection box to empty the contact list before importing
data in the list.
Automatically update time zone for Use the selection box to automatically update the time zone for the
phone numbers phone numbers depending on the country code specified while
entering the phone number in the .csv file.
To specify a country code you can use separate field, say,
XXXX_ctry_code, where XXXX is the name of the phone number
field. Alternatively, In the phone number you can specify the
country code before the phone number using Country code
separator. For example, if you specify a phone number as
1#4563234545, then 1 is the country code and # is the separator.
Check phone numbers for reject Use the selection box, if you do not want to import the contacts
patterns with the phone numbers matching the reject patterns. The reject
patterns are specified in the phone formats under POM Home >
Configurations > Phone Formats.
Check phone numbers for phone Use the selection box, if you do not want to import the contacts
formats rule with the phone numbers not matching the phone formats. The
phone formats rules are specified in the phone formats under
POM Home > Configurations > Phone Formats.
Check phone numbers for DNC Use the selection box, if you do not want to import the contacts
with addresses existing in the DNC list.
On duplicate record found To update an existing contact record by using the On duplicate
record found drop-down list. You can choose to either update the
existing record, or ignore the new record.
Running Job Association
The Running Job Association section is visible only if you have running campaigns associated with the
specific contact list.
Priority ID Displays the unique Id for the priority. The field is auto generated
and uneditable.
Running Job Name Use the drop down list to select the name of the running campaign
to which the selected contact list is associated.
Priority Use the drop down list to select the priority for uploading the
contacts in running campaigns which are associated with the
contact list. In a running campaign, you can upload records with
only one priority at one time. The contacts are dialed in the
descending order of the priority. You can select any of the
following values for Priority:
• LOW
• TWO
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Field or Button Description

• THREE
• FOUR
• MEDIUM
• SIX
• SEVEN
• EIGHT
• NINE
• HIGH
• BOTTOM
• TOP
In the system, the priority values are LOW = 1, MEDIUIM = 5 and
HIGH = 10. For BOTTOM priority, the maximum value is 0 and it
goes on decreasing depending on the least priority contact lists.
For TOP priority, the minimum values is 11 and goes on increasing
depending on the highest priority contact lists. Consider the
following examples for priority calculation:
Suppose you associate contacts with LOW priority. The contact list
gets added with value 1. If you associate the contacts with
BOTTOM priority, the contact list gets added with value 0. Now if
you add another contact list to the same campaign job with
BOTTOM priority, all contacts will be added with priority “-1”.
Similarly, suppose you associate contacts with HIGH priority. The
contact list gets added with value 10. If you associate contacts
with TOP priority, the contact list gets added with value 11. Now if
you add another contact list to the same campaign job with TOP
priority, all contacts will be added with priority “12”.
Contacts with all other priorities are added to the jobs as per their
respective fixed values.
Actions
Use to delete the running campaign association row.
Upload Click to upload the contact data to the selected contact list. On
upload, POM associates the uploaded contacts with given priority
to the selected campaign. If a campaign is not selected, then the
uploaded contacts are added with Medium priority, to the
campaigns associated with the contact list.

Note:
All newly uploaded contacts are added to the jobs only if they
satisfy the filter criteria.
Add priority Click to specify priority for adding uploaded records in running
campaigns.

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Related links
Uploading data from file on page 205

Run data source page field descriptions

Use this page to view all configured data sources for the selected contact list which are not in
running state.
Note:
Only one instance of a data source can be in an active state, that is, in running, paused or
error state.
Field or Button Description
Selection box Use the selection box to select the data source to run.
Data Source Name Displays the data source name.
Type Displays the data source type.
Last Executed Displays the time stamp when the data source was last run.
Run Now Use to run the data source immediately.

Uploading data from file

Before you begin
Ensure you have a comma separated file (.csv) with the contact data in one of the following
formats, having either only predefined attributes or a combination of predefined and custom
attributes.
Note:
The ID attribute is mandatory. All other attributes are optional.
For example, a file with predefined attributes:
id,firstname,lastname,phonenumber1,phonenumber2,email,language,timezone
1212,jane,doe,02034563433,919121212323,[email protected],en-us,PST
1234,john,blake,02045342312,919493929394,[email protected],en-us,PST

For example, a file with predefined and custom attributes:

id,firstname,phonenumber1,INV_STATUS
121,jane,919323456545,INV_ACP
123,jack,919845321245,INV_REJ

Caution:
You can upload contacts from files having either ANSI or UTF-8 w/o Byte Order Mark (BOM)
format.

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You can import contacts using Upload only when the Campaign Director service running on
primary EPM is running as Master Campaign Director service.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Contacts > Contact List.
3. Select the contact list to import the data in.
4. Click to upload the data.
5. Specify the path of the file, or click Browse to specify the file to import the data.
6. Select the Empty Contact List before import selection box; to empty the contact list
before importing data.
7. Select the Automatically update time zone for phone numbers selection box to
automatically update the time zone for the phone numbers depending on the country code
specified while entering the phone number.
8. Select the Check phone numbers for reject patterns selection box, if you do not want to
import the phone numbers matching the reject patterns. The reject patterns are specified in
the global configurations under POM Home > Configurations > Phone Formats.
9. Select the Check phone numbers for phone formats rule selection box, if you do not
want to import the phone numbers not matching the phone formats. The phone formats
rules are specified in the global configurations under POM Home > Configurations >
Phone Formats.
10. Select the Check phone numbers /Emails for DNC selection box, if you do not want to
import the phone numbers present in the DNC list
11. Select the On duplicate record found drop-down list, to update an existing contact
record. You can choose to either update the existing record, or ignore the newly added
record.
12. Click Add Priority to specify priority for adding uploaded records in running campaigns. If
no priority is specified, then all uploaded records will be added with Medium priority to
running campaigns which are associated with contact list.
13. Click Upload to import the contact data.
You can monitor the progress of the import at runtime through POM monitor.

Contact browser page field descriptions

Use this page to view the details of the contact in a selected contact list. You can view all contact
records for the selected contact list.

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Field or Button Description

Contact search and sort criteria
Search contact where Use the drop-down list to select the attribute on which to search for the contact
attribute record. You can also use operators like = (equal to), != (not equal to), in, like,
isNull, and specify a value in the text box provided.
For example, you can search for a contact record by creating a set for searching.
If you use an attribute salary and the in operator and mention values as 3000,
5000, 8000, then the system searches for salary in 3000, 5000, 8000 and
returns the records matching the criteria.
Sort contact using Use the drop-down list to select the attribute on which to sort the contact
attribute records. You can sort the contact records in ascending or descending order.

Note:
If you use ID for sorting, the sorting uses the string rules, as ID is of string
data type. For example, if you have IDs like 1,2, 10, 100, 20, 200, then the
records are sorted as 1, 10, 100, 2, 20, 200 instead of 1, 2, 10, 20, 100,
200.
Apply Criteria Click to apply the search or sort criteria.
Use to go to the first page.

Use to go to the previous page.

Records Per Page Use to specify the number of records to be displayed per page.
Use to go to the next page.

Use to go to the last page.

Page Number Displays the current page number.

Total Pages Displays the total number of pages required to list all contact records.
System Contact ID Displays the unique system generated ID for the contact.
ID Displays the unique user defined ID for the contact.
Title Predefined Displays the title of the contact.
First Name Displays the first name of the contact.
Last Name Displays the last name of the contact.
Phone 1 Displays the phone 1 of the contact.
Phone 1 Country Displays the country code of phone 1.
Code
Time Zone Displays the time zone for the phone 1.
Phone 2 Displays the phone 2 of the contact.
Phone 2 Country Displays the country code of phone 2.
Code
Phone 2 Time Zone Displays the time zone for the phone 2.
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Field or Button Description

E-Mail Displays the e-mail ID of the contact.

Click action to delete the contact from the contact list. If the deleted contact
is a part of any running campaign, then the status of this contact is updated as
Deleted. You can delete unattempted as well as processed contacts from a
running campaign.
Add Click to add new contact record to the selected contact list.
All advanced options, namely Automatically update time zone for phone
numbers, Check phone numbers for reject patterns, Check phone numbers
for phone formats rule and Check phone numbers / E-mails for DNC, except
for Empty Contact List before import are automatically applied when you add
a record through the contact browser.
Do not add records using contact browser if you do not want to apply the
advanced options.

Note:
Only for the attributes you import, you see the contact records displayed in a tabular format.
You must have at least one value for the attribute, else the attribute is not displayed. You can
delete a specific contact record from the selected contact list.

Add contact page field descriptions

Use this to add a new contact record in the contact list.
Note:
If any contact record does not have a value for newly added attributes then those attributes is
not shown in the contact browser.
Field or Button Description
Hide or show predefined Use to hide or display the predefined attributes. By default you can
attributes view only the attribute you import.
Hide or show phone attributes Use to hide or display the phone attributes. By default you can view
only the attribute you import.
Hide or show custom Use to hide or display the custom attributes. By default you can view
attributes only the attribute you import.
Use to associate attributes.

Save Click to make the changes permanent.

POM displays the time zones in contact browser using the display names. To add, edit, or import
contacts, you must specify the time zone using the time zone IDs. For a complete list of supported
time zones, see Supported time zones on page 246.

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POM supports G13 languages. For a complete list of supported languages, see Supported
languages on page 246.

Edit contact information page field description

Use to edit the contact information.
Note:
You cannot associate empty attribute values. If you edit an attribute and the attribute is not
associated with any value, the edited attribute does not appear in the contact browser
Field or Button Description
Hide or show predefined Use to hide or display the predefined attributes. By default you can
attributes view only the attribute you import.
Hide or show phone attributes Use to hide or display the phone attributes. By default you can view
only the attribute you import.
Hide or show custom Use to hide or display the custom attributes. By default you can view
attributes only the attribute you import.
Use to associate attributes.

Save Click to make the changes permanent.

Note:
If you edit the phone attributes and update the phone number for a contact, and want POM to
recalculate the time zone associated with the phone number, you must empty the existing time
zone value in the respective time zone attribute. To update the country code attribute, you
must empty the existing country code value in the respective country code attribute.
If the phone number or the email id of any contact already exists in the DNC list, then you can
edit all other attributes of that contact except the phone number and the email id.
The table lists the display names and the time zone IDs that you can use to change or add time
zones.
Display Name Time Zone Id
Newfoundland Standard Time Canada/Newfoundland
Atlantic Standard Time (Daylight) Canada/Atlantic
Atlantic Standard Time SystemV/AST4
EST(Daylight) EST5EDT
EST(Daylight) EST5EDT
EST EST
CST(Daylight) CST6CDT
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Display Name Time Zone Id

CST SystemV/CST6
CST(Daylight) CST6CDT
MST(Daylight) MST7MDT
MST MST
PST(Daylight) PST8PDT
PST SystemV/PST8
Alaska Standard Time AST
Hawaii-Aleutian Standard US/Aleutian
Time(Daylight)
Hawaii-Aleutian Standard Time HST
South Australia Australia/South
North Australia Australia/North

POM displays the time zones in contact browser using the display names. To add, edit, or import
contacts, you must specify the time zone using the time zone IDs. For a complete list of supported
time zones, see Supported time zones on page 246.
POM supports G13 languages. For a complete list of supported languages, see Supported
languages on page 246.

About contact data source

Contact data sources provide an ability to organize contact records into a contact list. You can
define two type of data sources — file based and database based. With the file based data
source, you can import contact records from a .csv file into a contact list. The .csv file can either
be on local file system or can be on File Transfer Protocol (FTP) server. With the database-based
data source, you can import contact records from an external database. If the database is not in
the running state, or is not accessible, you cannot edit the data source.
If you add contacts using Upload action or through a data source with File or Database option,
POM automatically associates all the attributes with the contact list, including the attributes that
have null values in all records. If you are using custom method to upload contacts, then you must
manually associate the attributes that have null value.
Data source can be run once to import data, or schedule it to run at a defined date and time. You
can define recurring schedules and import data at a fixed interval from an external file or a
database. A global user has access to all the data sources across the organizations. An Org user
has access to campaigns created by the users belonging to the specific organization.
Note:
A global user is a user who does not belong to any organization, and has the POM
Administration and POM Campaign Manager roles. An organization user (Org user) is a user

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who belongs to an organization created in Experience Portal, and has the Org POM
Campaign Manager role.
Related links
Run data source page field descriptions on page 205
Manage data sources page field descriptions on page 214

Data source information page field descriptions

Use this page to view the summary information of the data source. Depending on the data type
source you might see different information.
Data source information for file upload
Field or Button Description
Data Source Information
Data Source Displays the data source name.
Name
Data Source Displays the data source description.
Description
Contact List Displays the contact list to which the data source belongs.
Type Displays the type of the data source.
Uploaded File Displays the name of the .csv file which you use for upload.
You also see the following field if the contact data source type is local file import : :
Local Path on Displays the path of the data source on the POM server.
POM server
You also see the following fields if the contact data source type is FTP or SFTP:
Secured Displays the connection is secured or no. If the contact data source type is FTP,
secured is displayed as No.
FTP/SFTP Host Name of the FTP/SFTP server.
Name
User Name Displays the user name you specify to connect to the server.
Remote Path Displays the path of the file.
Empty Contact Displays Yes or No depending on whether you have chosen to empty the contact list
List before before import.
import
Automatically Displays Yes or No depending on whether you have chosen to automatically update
update time the time zone for phone numbers.
zone for phone
numbers
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Field or Button Description

Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for numbers for reject patterns.
reject patterns
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for numbers for phone format rules.
phone formats
rule
Check phone Displays Yes or No depending on whether you have chosen to check if the phone
numbers/ E- numbers and or email addresses are existing in the DNC list.
mails for DNC
On duplicate Displays whether you have chosen to update existing record or ignore the new record.
record found
OK Use to go to the summary information and return to the Data Sources page.

Data source information for local file upload

You can view the summary information of the data source using the local file.
Field or Button Description
Data Source Information
Data Source Displays the data source name.
Name
Data Source Displays the data source description.
Description
Contact List Displays the contact list to which the data source belongs.
Empty Contact Displays Yes or No depending on whether you have chosen to empty the contact list
List before before import.
import
Automatically Displays Yes or No depending on whether you have chosen to automatically update
update time the time zone for phone numbers.
zone for phone
numbers
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for numbers for reject patterns.
reject patterns
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for numbers for phone format rules.
phone formats
rule
Check phone Displays Yes or No depending on whether you have chosen to check if the phone
numbers / E- numbers and or email addresses are existing in the DNC list.
mails for DNC
On duplicate Displays whether you have chosen to update existing record or ignore the new record.
record found
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Field or Button Description

Type Displays the data source type.
Local Path on Displays the path of the data source on the POM server.
POM server
OK Use to accept the summary information and return to the Data Sources page.

Data source information for database upload

You can view the summary information of the data source populated through a database source.
Field or Button Description
Data Source Information
Data Source Name Displays the data source name.
Data Source Displays the data source description.
Description
Contact List Displays the contact list to which the data source belongs.
Empty Contact List Displays Yes or No depending on whether you have chosen to empty the contact
before import list before import.
Automatically update Displays Yes or No depending on whether you have chosen to automatically
time zone for phone update the time zone for phone numbers.
numbers
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for reject numbers for reject patterns.
patterns
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for phone numbers for phone format rules.
formats rule
Check phone Displays Yes or No depending on whether you have chosen to check if the phone
numbers / E-mails numbers and or email addresses are existing in the DNC list.
for DNC
On duplicate record Displays whether you have chosen to update existing record or ignore the new
found record.
Type Displays the data source type.
Database Displays the database you use. For example, Postgres or Oracle.
Database Host Name Displays the IP address of the system on which you install the database.
Database Port Displays the port number used to connect to the database.
Number
Database Name Displays the name of the database.
Database User Name Displays the user name used to connect to the database.
SQL Query Displays the query used to populate the records.
Edit Use to update the SQL query that is fetched from the database.
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Field or Button Description

Note:
In SQL query, modification of column in the 'Select' clause or modification of
table name in the 'From' clause resets the mapping of predefined attributes
and removes the mapping of the custom attributes.
OK Use to accept the summary information and return to the Data Sources page.

Data source information for custom upload

You can view the summary information of the data source populated through custom source.
Field or Button Description
Data Source Information
Data Source Name Displays the data source name.
Data Source Displays the data source description.
Description
Contact List Displays the contact list to which the data source belongs.
Empty Contact List Displays Yes or No depending on whether you have chosen to empty the contact
before import list before import.
Automatically update Displays Yes or No depending on whether you have chosen to automatically
time zone for phone update the time zone for phone numbers.
numbers
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for reject numbers for reject patterns.
patterns
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for phone numbers for phone format rules.
formats rule
Check phone Displays Yes or No depending on whether you have chosen to check if the phone
numbers / E-mails numbers and or email addresses are existing in the DNC list.
for DNC
On duplicate record Displays whether you have chosen to update existing record or ignore the new
found record.
Type Displays the data source type.
Class Name Displays the class name you use to import the data source.
OK Use to accept the summary information and then returns to the Data Sources
page.

Manage data sources page field descriptions

This page allows you to create, schedule, edit, run, or delete the data sources.

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If you do not have any data source, the system displays the message:
No Data Sources are configured.
You see the columns listed below, only if you configure one or more data source.
Note:
If you have a database-based data source, then you cannot edit the data source if the
database is not in running state, or is not accessible.
Field or Button Description
Last Poll Displays the date and time when the page is last refreshed.
Data Source Displays the contact data source name.
Name
Type Displays how the contact data is imported. It can be of the following type: Upload File,
File- Local, File- FTP, File- SFTP, Database, and Custom.
To import records using a .csv file and the file resides on POM server or external
system, then use the File Import type. To import records from MS-SQL, Oracle, or
Postgres database to the POM database, then use the Database import type. To
implement your own mechanism to import records, then use Custom Import type.
Last Executed Displays the time when the data import was last executed.
Actions You can:
• Click to view the details of the data source.
•
Click to schedule the data source.
•
Click to delete the data source.
Add Data Use to add a data source.
Source

Manage data source schedules page field descriptions

Use this page to create, delete, and list the schedules of the import data source.
Field or Button Description
Contact Data Source Summary
Data Source Displays the data source name you have selected to create a schedule.
Name
Type Displays the datatype source you select.
Schedule Id Displays the schedule ID.
Frequency Displays the frequency of the data import.
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Field or Button Description

Start Time Displays the start time of the data import.
End Time Displays the end time of the data import.
Actions Use to pause the schedule.

Use to resume the schedule.

Use to delete the schedule.

Add Use to add a schedule for data import.
Back Use to return to previous page.

Schedule creation page field descriptions

Use this page to create a recurring or run once schedule for the selected contact data source.
Note:
While scheduling data sources, if the data source schedule falls in the shift window with the
Daylight Savings time (DST) clock change, the schedule for the data source does not run.
If there are any country specific changes to the existing time zones, such as, addition of new time
zones, changes to the Daylight Savings Time (DST) rules, you must delete and re-create a
schedule.
For example, Russia has announced some changes to the standard time zones with effect from
26 October 2014. If any of your data import falls in the changed time zones, you must delete and
re-create the schedules so that the import jobs continue to run properly.
The time zone field in the schedule is used to specify the schedule start time with respect to the
specified time zone. The system converts the schedule start time to the current POM system time
and runs the schedule as per the time on the POM server. The POM system scheduler honors the
DST of the current POM server and not the time zone mentioned while creating the schedule. The
system does not run the scheduled activities if the campaign director process is not running.
Field or Button Description
Start Date & Time:
Date Use to specify the schedule start time. You can use the drop-down list to select the
month or click the date picker.
Time Use to specify the schedule start time. You can specify time in 24 hour clock format.
Time Zone Use the drop-down list to specify the time zone.
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Field or Button Description

Recurring Use the selection box to create a recurring schedule. Six frequencies are available for
recurring schedules.
• Run Every N Minutes: This option creates a job for the contact data source every N
specified minutes. For example if you specify 45 then it creates jobs every 45
minutes. So if first job starts at 1200 hrs then the second starts at 1245 hrs and so
on until the finish date.
• Daily: This option creates a job daily at the start time you mention during scheduling
and continues until the finish date.
• Weekdays only: This option creates a job on all days of the week except the
weekend days that you mention in the POM Home > Configurations > Global
Configurations > Weekend days field.
• Weekly: This option creates jobs on selected days in a week. For example, if you
select Monday and Friday, then the weekly jobs are created on Monday and Friday
at the start time mentioned during schedule and so on until the finish date.
• Monthly: This option creates the jobs monthly depending on the start date until the
finish date.
• Yearly: This option creates the jobs yearly depending on the start date until the
finish date.
The following field is available only if you check the Recurring selection box.
Finish Date Use to specify the finish date for the schedule. You can use the drop-down list to
select the month or click the date picker.
Time Use to specify the time at which to end the recurring schedule.

Edit data source information page field descriptions

Use this page to modify the properties of selected data source.
Edit data source information for local file upload
Field or Button Description
Data Source Information
Data Source Displays the data source name.
Name
Data Source Displays the data source description.
Description
Local Path on Displays the path of the data source on the POM server.
the POM server
Empty Contact Displays Yes or No depending on whether you have chosen to empty the contact list
List before before import.
import
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Field or Button Description

Automatically Displays Yes or No depending on whether you have chosen to automatically update
update time the time zone for phone numbers.
zone for phone
numbers
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for numbers for reject patterns.
reject patterns
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for numbers for phone format rules.
phone formats
rule
Check phone Displays Yes or No depending on whether you have chosen to check if the phone
numbers/ E- numbers and or email addresses are existing in the DNC list.
mails for DNC
On duplicate Displays whether you have chosen to update existing record or ignore the new record.
record found
How are fields Displays the options on how the fields are separated from each other.
separated from
each other ?

Edit data source information for database upload

You can edit the information of the data source populated through a database source.
Field or Button Description
Data Source Information
Data Source Name Displays the data source name.
Data Source Displays the data source description.
Description
Database Port Displays the port number used to connect to the database.
Number
Database User Name Displays the user name used to connect to the database.
Database Password Displays the data source password used to connect to the database.
Contact List Displays the contact list to which the data source belongs.
Empty Contact List Displays Yes or No depending on whether you have chosen to empty the contact
before import list before import.
Automatically update Displays Yes or No depending on whether you have chosen to automatically
time zone for phone update the time zone for phone numbers.
numbers
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for reject numbers for reject patterns.
patterns
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 Edit data source information page field descriptions

Field or Button Description

Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for phone numbers for phone format rules.
formats rule
Check phone Displays Yes or No depending on whether you have chosen to check if the phone
numbers / E-mails numbers and or email addresses are existing in the DNC list.
for DNC
On duplicate record Displays whether you have chosen to update existing record or ignore the new
found record.
SQL Query Displays the name of the SQL query that is used to connect to the database.
Edit Use to update the SQL query that is fetched from the database.

Note:
In SQL query, modification of column in the 'Select' clause or modification of
table name in the 'From' clause resets the mapping of predefined attributes
and removes the mapping of the custom attributes.
Mapping for predefined Attributes
ID Use the drop-down to select the contact id of the contact.
Title Predefined Use the drop-down to select the title of the contact.
First Name Use the drop-down to select the first name of the contact.
Address Line 1 Use the drop-down to select the predefined address of the contact.
Predefined
Address Line 2 Use the drop-down to select the predefined address of the contact.
Predefined
Address Line 3 Use the drop-down to select the predefined address of the contact.
Predefined
Address Line 4 Use the drop-down to select the predefined address of the contact.
Predefined
Address Line 5 Use the drop-down to select the predefined address of the contact.
Predefined
Phone1 Use the drop-down to select the Phone1 of the contact.
Phone1 Country Use the drop-down to select the country code of the Phone1.
Code
Time Zone Use the drop-down to select the time zone of the contact.
Phone2 Use the drop-down to select the Phone2 of the contact.
Phone2 Country Use the drop-down to select the country code of the Phone2.
Code
Phone2 Time Zone Use the drop-down to select the time zone of the Phone2.
E-Mail Use the drop-down to select the email of the contact.
Language Use the drop-down to select the language of the contact.
Country Predefined Use the drop-down to select the predefined country of the contact.
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Field or Button Description

Zipcode Predefined Use the drop-down to select the predefined zipcode of the contact.
Mapping for custom Attributes

Click the icon to specify the Attribute and the mapping field.
Select Attribute Use the drop-down list to select the Attribute.
Map to field Use the drop-down list to select the field to map.

Data source information for custom upload

You can view the summary information of the data source populated through custom source.
Field or Button Description
Data Source Information
Data Source Name Displays the data source name.
Data Source Displays the data source description.
Description
Contact List Displays the contact list to which the data source belongs.
Empty Contact List Displays Yes or No depending on whether you have chosen to empty the contact
before import list before import.
Automatically update Displays Yes or No depending on whether you have chosen to automatically
time zone for phone update the time zone for phone numbers.
numbers
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for reject numbers for reject patterns.
patterns
Check phone Displays Yes or No depending on whether you have chosen to check the phone
numbers for phone numbers for phone format rules.
formats rule
Check phone Displays Yes or No depending on whether you have chosen to check if the phone
numbers / E-mails numbers and or email addresses are existing in the DNC list.
for DNC
On duplicate record Displays whether you have chosen to update existing record or ignore the new
found record.
Type Displays the data source type.
Class Name Displays the class name you use to import the data source.

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 Add import data source wizard step 1 page field descriptions

Add import data source wizard step 1 page field

descriptions
Use this as a first step to import data. For all 3 ways in which you can create a data source, you
must provide information in the fields described on this page.
Note:
If the POM database restarts during an import, you might lose some data.
Field or Button Description
Create Data Use the option button to select from the following:
Source Using
• File
• Database
• Custom
Import Data Source Information
Data Source Name A unique identifier for the data source name.
Data Source A brief description about the data source.
Description
Advanced Options
Empty Contact List Use the selection box to empty the contact list before importing data in the list.
before import
Automatically Use the selection box to automatically update the time zone for the phone numbers
update time zone depending on the country code specified while entering the phone number in
for phone numbers the .csv file.
To specify a country code you can use separate field, say, XXXX_ctry_code, where
XXXX is the name of the phone number field. Also, In the phone number you can
specify the country code before the phone number using Country code separator.
For example, if you specify a phone number as 1#4563234545, then 1 is the
country code and # is the separator.
If you do not specify a country code for any record, the system updates the record
with the Home Country as specified in the global configuration.
If you do not specify a time zone for any record, the system updates the record with
the time zone of the zone associated with the contact list.
Check phone Use the selection box, if you do not want to import the contacts with the phone
numbers for reject numbers matching the reject patterns. The reject patterns are specified in the
patterns phone formats under POM Home > Configurations > Phone Formats.
Check phone Use the selection box, if you do not want to import the contacts with the phone
numbers for phone numbers not matching the phone formats. The phone formats rules are specified in
formats rule the phone formats under POM Home >Configurations > Phone Formats.
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Field or Button Description

Check phone Use the selection box, if you do not want to import the contacts with addresses
numbers / Emails existing in the DNC list.
for DNC
On duplicate Specify this to update an existing contact record by using the On duplicate record
record found found drop-down list. You can choose to either update the existing record, or
ignore the new record.

POM displays the time zones in contact browser using the display names. To add, edit, or import
contacts, you must specify the time zone using the time zone IDs. For a complete list of supported
time zones, see Supported time zones on page 246.

Add import data source wizard step 2 (file import) page

field descriptions
Use this page to create a data source using the File Import option. Ensure that the FTP/SFTP
service is enabled on the server where data source file is located. On Experience Portal Manager,
by default, the FTP service is disabled and the SFTP service is enabled.
Field or Description
Button
Create Data Use option button to select import from:
Source
• Local File Import
Using
• FTP/SFTP File Import

Note:
You can upload contacts using SFTP only for files up to 1 GB in size.
Local File Use if the source file is located on the local machine. You must mention the Local path
Import on the POM server as the path from where the file uploads.
To import a file, ensure that the avayavp user must have read permission on the file and
all its parent directories. The root user can enable or disable the permissions by using the
command chmod 455.
For example, to import a file called contacts.csv from the location,/home/craft/Contacts/
Files/Today/contacts.csv, ensure that you assign READ permission to all directories
individually in the path, using chmod command.

Note:
You can import files having either ANSI or UTF-8 w/o BOM format.
FTP/SFTP To import using the File Transfer Protocol (FTP) or Secure File Transfer Protocol (SFTP).
File Import
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Field or Description
Button
Note:
For SFTP server, if the PasswordAuthentication is set to No in the /etc/ssh/
sshd_config file, then you might get Auth Fail error. By default the
PasswordAuthentication value is set to No. Ensure you set the
PasswordAuthentication to Yes. If you change the PasswordAuthentication value,
then restart the sshd service for the changes to take effect.
Specify the following parameters:
• Secured: Use this check box to use a secure file transfer protocol for import.
• FTP/SFTP Host name: Specify the host name or IP address of the FTP or SFTP server.
• User Name: Specify the user name to connect to the FTP/SFTP server.

Note:
POM does not support Anonymous user.
• Password: Specify the password to connect to the FTP/SFTP server.
• Remote Path: Specify the remote location of the data source file.
Note:
You cannot connect to the FTP server through a proxy server.
POM uses standard port 22 for SFTP, and 23 for FTP.
Upload Contacts from following file
Local path Use to specify the path of the data source file.
on the POM
server
(Including
file name)
How are Use to specify the separators used in the file for separating fields. The separators can be:
fields
• Comma (,)
separated
from each • Tab
other ?
• Colon (:)
• Semi colon (;)
• Pipe (|)
• Other
Finish Use this to finish the data import wizard.

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Add import data source step 2 (database import) page

field descriptions
Use this page to specify source database connection properties.
Note:
All fields on this page are mandatory. If the POM database restarts during an import, you
might lose some data.
Field or Button Description
Import From Following Database:
Database Use the drop-down list to specify the database type. The available options are
MS-SQL, Postgres, and Oracle.
Database Host Name Use to specify the host name / IP address of the database server.
Database Name Use to specify the database name.
Database Port Use to specify the port number to connect to the database. The default ports to
Number connect to the database are:
• 5432 to connect to Postgres database.
• 1521 to connect to Oracle database.
• 1433 to connect to MS-SQL database.
Database User Name Use to specify the user name to connect to the database.
Database Password Use to specify the password to connect to the database.
Test Connection Use to test the database connection.

Add import data source wizard step 3 (database import)

page field description
Use this page to specify the query to import data from the external database.
Field or Button Description
SQL Query Use to specify the SQL query to get the data from the external database. For example
if you set the SQL query as select * from EMP , this imports all data from the EMP
table.

Note:
You cannot specify any query which will modify the database data. For example,
delete query, update query, insert query, or select into query.

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 Add import data source wizard step 4 (database import) page field descriptions

Add import data source wizard step 4 (database import)

page field descriptions
Use this page to map the fields of the external database to existing predefined and custom
attributes. The first table explains the mapping for the predefined attributes, and the second table
explains the mapping for the custom attributes.

Table 3: Mapping for the predefined attributes

Field or Button Description

Contact Displays all predefined attributes on POM.
Information
Field Name Use to map the columns from the external database with the predefined attributes.
Use the drop-down list to select the columns.

Table 4: Mapping for the custom attributes

Field or Button Description

Attribute Name Displays the attribute name.
Mapping Field Displays the mapping field.

Click to add custom attributes to map with the external database fields.
Specify Mapping
Select Attribute Use the drop-down list to select the custom attribute.
Map to Field Use the drop-down list to select the field to map the custom attribute.
Add Use to add the custom attribute.

Finish Use to finish the data source creation.

Add import data source wizard step 2 (custom import)

page field descriptions
Use this page to specify name of the custom class.
Note:
Ensure that the jar file of the specified class is in the $POM_HOME/lib/custom folder.
Field or Button Description
Import Data from following class
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Field or Button Description

Class Name Use to specify the name of the class implemented for data import.

Note:
You must create a custom data connector to import data using the custom class.
See Developer's Guide for Proactive Outreach Manager.
Finish Use to complete the data source creation.

Contact list - Organization association page field

descriptions
Use this page to associate the contact list with any organization.
Field or Button Description
Change Allows you to associate organizations with the selected contact list.
Organizations
for contact list
Select Use the check box to select the organization.
Allowed Displays the list of allowed organizations.
Organizations
Save Use to save the changes.

Contact list - Attributes association page field

descriptions
Use this page to associate attributes with selected contact list.
Field or Button Description
Change Allowed Allows you to associate attributes with the selected contact list.
attributes for
contact list
Available Displays the list of attributes you can select from to associate with the selected
Attributes contact list. You can select multiple attributes and can move the attributes to the
selected attributes column.
Selected Displays the list of selected attributes that you can associate with the selected contact
Attributes list. You can specify the order in which the attributes can be associated. The system
considers the order of the attributes that you specify in the selected attributes while
exporting the contacts after job completion. For more information about exporting
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 Associating a contact list

Field or Button Description

contacts post job completion, see Processing Parameters page field descriptions on
page 58.
Save Use to save the changes.

Associating a contact list

Procedure
1. Click to associate a contact list to a specific organization.
The Contact List Organization association page is displayed.
2. Select the organization with which you want to associate the contact list.
3. Save the changes made to the contact list.
POM associates the contact list with the organization that you select.

Associating attributes with contact lists

Procedure
1. Click to associate an attribute with a specific contact list.
The Attribute association page is displayed.
2. Select the attributes to associate with the contact list.
3. Save the changes made to the contact list.
POM associates the contact list with the attributes you select.

Deleting a contact list

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Contacts > Contact List
Note:
If you have created the contact list using the Upload from File option, you must first
delete the data source and then delete the contact list.

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Contact lists

3.
Click to delete the selected contact list.
The system displays a dialog box confirming the delete operation.
4. Click Yes to delete the contact list and then click No to cancel the delete operation.
Note:
You cannot delete the contact list if the contact list is associated with a campaign or a
data source.

Emptying a contact list

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Contacts > Contact Lists.
3. Click to empty the particular contact list.
A dialog box confirming the emptying operation is displayed. Click Yes to empty the
contact list and then click No to cancel the emptying operation.
If the operation is successful, it returns the following message:
Created a job to delete <number of records> from this Contact List.

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Chapter 18: Attributes

About attributes
Attributes are the properties of contact data. You can filter the contact data based on attributes.
There are two types of attributes:
• Predefined attributes: Predefined attributes are the built-in attributes. These attributes are
most commonly used attributes and are grouped together. The predefined attributes are:
Attribute Description Attribute name to be used in import file
name header
System This unique identification number is N.A.
Contact Id autogenerated by POM.
Id The unique identification for the contact. Id
Id is a mandatory attribute.

Note:
Id must be the first attribute to be
mentioned in the .csv file.
Title The salutation that is used before the first titlepredefined
Predefined name of the contact. For example, Mr,
Mrs., Dr.
First Name The first name of the contact. firstname
Last Name The last name of the contact. lastname
Address The address of the contact. addrline1predefined
Line 1
Predefined
Address The address of the contact. addrline2predefined
Line 2
Predefined
Address The address of the contact. addrline3predefined
Line 3
Predefined
Address The address of the contact. addrline4predefined
Line 4
Predefined
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Attributes

Attribute Description Attribute name to be used in import file

name header
Address The address of the contact. addrline5predefined
Line 5
Predefined
Phone 1 The primary phone number of the contact. phonenumber1
Phone 1 The country code associated with the phonenumber1ctrycode
Country primary phone number.
Code
Time Zone The time zone associated with the timezone
primary phone number.
Phone 2 The secondary phone number of the phonenumber2
contact.
Phone 2 The country code associated with the phonenumber2ctrycode
Country secondary phone number.
Code
Phone 2 The time zone associated with the phonenumber2tz
Time Zone secondary phone number.
E-mail The email address of the contact. email
Language The default language associated with the language
contact record.
Last The date and time when the contact was N.A.
Attempt attempted.
Time
Last The date and time when the contact was N.A.
Successful contacted successfully.
Attempt
Time
Last The last completion code retrieved for the N.A.
Completion contact.
Code
Country The country of residence associated with countrypredefined
Predefined the contact record.
Zip Code The zip code associated with the contact zipcodepredefined
Predefined record.

Note:
Predefined attributes are not mandatory attributes while importing. Only the Id attribute is
mandatory. The system internally updates the Last Successful Attempt Time, Last
Attempt Time, and Last Completion Code attributes, and these attributes are not visible
from the contact browser.
• Custom Attributes: Apart from the most commonly used ones, you can set up your own
attributes for any campaign.

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 Attribute page field descriptions

To specify the values for the language attribute, refer Supported languages on page 246 for the
allowed values.
To specify values for the time zone attributes, refer Supported time zones on page 246.
You can limit the access to attributes by marking the attributes as private or public. For example,
you can mark the salary attribute as a private attribute.
The attributes created by an Org user are associated only with creator's organization. For
example, a user Joe belonging to the Sales organization (Sales/Joe) creates a custom attribute
CustomerType. This custom attribute is visible only to Sales organization.
A global user can create custom attributes and can mark them as private. The global user can
associate such private attributes with one or more organizations. The global administrator can
create a private custom attribute salary and give explicit permission to HR, and Finance
organization to access this attribute.
Predefined attributes of a contact such as Phone 1, Last Name, are global, and accessible to all
organization users. The global user has access to all attributes. For an organization user, the
private contact attributes associated to the user's organization, and all public attributes, are
accessible while creating campaigns, creating campaign strategies, and creating data sources.
Note:
A global user is a user who does not belong to any organization, and has the POM
Administration and POM Campaign Manager roles. An organization user (Org user) is a user
who belongs to an organization created in Voice Portal or Avaya Aura® Experience Portal, and
has the Org POM Campaign Manager role.

Attribute page field descriptions

This page displays the list of attributes. Depending on your user role, you can add, change, and
delete the attributes. You can generate a .csv template. If multi-tenancy is enabled, you can
associate the attributes with specific organizations.
Field or Description
Button
Textbox Use to enter the name of the attribute to search.
Use to start the search. Attribute search criteria is not case sensitive and does not support
any regular expressions.
Use to clear or cancel the search.

You see the following fields when you click Advanced

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Attributes

Field or Description
Button
Select Use the drop down list to choose the search criteria. You can specify the search criteria
using any one option:
• Name
• Data Type
• Private
• Read Only for agents
• Masked for agents
Select Use the drop down list to specify the operator you can use to specify the search criteria.
You can use only the equal to (=) operator for datatype, private, read-only for agents, and
masked for agents. If you select name, then you can use:
• Equal to (=)
• Not Equal to (!=)
• in
• like
For example, you can search for a name attribute where name is not equal to currency.
Also, you can search for a private attribute = Yes. The system returns all attributes
marked Private.
Select Use this to specify either Yes or No only for private, read-only for agents, and masked for
agents. This drop down list is unavailable if you select name. If you select datatype, you
van use:
• Integer
• Long
• Float
• Short
• Character
• Boolean
• String
• Phone
• Email
• Date
• Time
• Timestamp
Use to go to the first page.

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 Attribute page field descriptions

Field or Description
Button
Use to go to the previous page.

Records Per Use to specify the number of records to be displayed per page.
Page
Go To Page Use the text box to specify a particular page to navigate.
Go Use to navigate to the specified page number.
Use to go to the next page.

Use to go to the last page.

Page Displays the current page number.

Number
Total Pages Displays the total number of pages required to list all attributes.
Selection Use the selection check box to select the attributes for exporting the attributes in the csv
check box template.
Name Displays the names of existing attributes, both the predefined, and custom attributes.

Note:
If you are using a non-english language, the attribute name is displayed in the
specified language, but while importing, you must specify the value in English. For
example, if you use Chinese for First Name attribute, you can see the attribute name
in Chinese, but when you specify the attribute in a file, you must specify the attribute
names as firstname in English.
Type Displays the attribute type as predefined or custom.
Data Type Displays the data type of the attribute. The minimum and the maximum values for each
data type are:
• INTEGER: The minimum value is -2,147,483,648, and the maximum value is
2,147,483,647 (both values inclusive).
• LONG: The minimum value is -9,223,372,036,854,775,808, and the maximum value is
9,223,372,036,854,775,807 (both values inclusive).
• SHORT: The minimum value is -32,768, and the maximum value is 32,767 (both values
inclusive).
• CHARACTER: A single character is allowed.
• FLOAT: 28 precision and 10 scale. This means 28 characters before the decimal and 10
characters after the decimal point.

Note:
You cannot enter a float value as a combination on numbers and alphabets. For
example, 123.4f is not a valid float value.
• BOOLEAN: The allowed values are TRUE and FALSE, or YES and NO, or T and F, or Y
and N, or 0 and 1.
• STRING: Any string up to 3990 characters.
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Attributes

Field or Description
Button
• PHONE: Valid phone number up to 80 characters. The system has two predefined
attributes; Phone 1 and Phone 2, for specifying the phone number. Use this to specify
an alternate phone number. When you add a phone attribute, POM adds 2 child
attributes, xxx_ctry_code and xxx_tz, where xxx is name of the phone attribute.
• EMAIL: Any string up to 80 characters.
• DATE: Date in the valid format.

Note:
The date format must match the date part specified in the Global Date Format
field on the Manage Global Configuration page under POM Home >
Configurations > Global Configurations.
For example, to specify a custom attribute, Date_Of_Birth, then use the Date data type.
• TIME: Time in the valid format.

Note:
The time format must match the time part specified in the Global Date Format
field on the Manage Global Configuration page under POM Home >
Configurations > Global Configurations.
For example, to specify a custom attribute, Delivery_Time, then use the Time data type.
• TIMESTAMP: Timestamp in the valid format.
Note:
The timestamp must match with the timestamp part specified in the Global Date
Format field on the Manage Global Configuration page under POM Home >
Configurations > Global Configurations.
For example, to specify a custom attribute, Schedule, then use the Timestamp field.
If you specify the Global Date Format as DD-MM-YYYY hh:mm:ss, then the valid date
format considers DD-MM-YYYY, the valid time format considers hh:mm:ss, and the valid
timestamp considers DD:MM:YYYY hh:mm:ss.
Private Displays whether the attribute is private.
You can use this to restrict access to attributes such as salary. For example, if HR/Joe
creates a salary attribute, then the attribute is Private to the HR organization by default. If
a global user creates a salary attribute, then the global user can mark the attribute as
Private. If marked as Private, no organization can use this attribute, until you associate
the attribute with some organization. The global user can associate the salary attribute
with one or more than one organizations, and only the associated organizations can use
the attribute. If the attribute is not marked as private, all organization users can use it. The
global user can access all attributes regardless of the privacy setting.
Read only Displays if the attribute is read-only or editable for the logged in agents.
for Agents
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 Attribute page field descriptions

Field or Description
Button
Masked for Displays if the attribute is masked. If the attribute is masked, the logged in agents cannot
agents see the attribute.

Note:
If you mark any attribute as masked for a running campaign, pause and resume the
campaign so that the attribute displays as masked on the desktop.
Note:

If you turn multi-tenancy on, you see the Allowed Organizations field. For more information about multi-
tenancy, see the Administering Avaya Aura® Experience Portal guide.
Allowed Lists the different organizations to which the attributes are associated.
Organization
s
Actions You can perform the following actions only for the custom attributes:
• Click to get the details for the attribute.
• Click to associate the attribute with existing organization.
Note:

The is greyed out if you have not marked the attribute as private.
•
Click to delete the attribute.
Note:
You cannot delete the attribute, if the attribute is associated with any of the filtering
criteria of the campaign, or if the attribute is used in database based import, if the
attribute is used in a campaign strategy or used in a campaign restriction. If the
attribute is marked as Private, then users belonging to that organization can delete
the attribute only when no other organization uses it.
Add Use this to add a new attribute. POM supports maximum 900 attributes The total count of
attributes is calculated including pre-defined and the custom attributes on the system.

Note:
For every phone type attribute, POM creates three additional attributes. Out of the
three attributes, two attributes are created for timezone and one attribute for country
code. One of the timezone attribute is for internal use and the system does not
display this attribute on the POM User Interface. POM takes into account this
attribute while calculating the total attributes on POM system.
Add Multiple Use this to add more than one attribute at a time. You can add up to 50 attributes at once.
Generate Use this to generate a .csv template. The file opens in MS Excel and has to be saved as
CSV a .csv. You can create this template by selecting the listed attributes. You can view the
Template predefined attributes and choose to add the predefined or the custom attributes. You can
choose to either open the file or save the file.
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Attributes

Field or Description
Button
You can use this .csv file during the data import and upload the contacts using Upload
Contacts option. You can import files having either ANSI or UTF-8 w/o BOM format.

Detail attribute page field descriptions

Use this page to view the details of the attributes. This is a summary information based on the
values you select, while adding or editing an attribute.
Field or Button Description
Attribute Name Displays the attribute name.
Attribute Data Displays the attribute data type.
Type
Private Displays the attribute is private or public. If the value is no, then the attribute is public.
Read Only for Displays if the attribute is a read-only attribute. The agents cannot change the value of
agents the attributes which are marked as Read Only for agents from the agent desktop.

Note:
If you mark any attribute as read only for a running campaign then it appears as
read only on the desktop from the next contact record.
Masked for Displays if the attribute is masked for agents. The agents cannot see the attribute
agents value on the desktop for masked for agents attributes.
Attribute Displays the organizations associated with the attribute.
Organizations
Attribute used in Displays the database data sources associated with the attribute.
contact data
source Note:
Only if you import the attribute using database, this field shows the data source
name from where it is imported. In all other cases, the system displays the
message No Contact Data Source is associated with this
attribute.
Attribute used in Displays the campaign name associated with the attribute.
campaign
Attribute used in Displays the campaign strategy associated with the attribute.
campaign
strategy
Attribute used in Displays whether the attribute is used in campaign restrictions.
campaign
restrictions
Attribute used in Displays whether the attribute is used in agent scripts.
agent scripts

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 Edit attribute page field descriptions

Edit attribute page field descriptions

Use this page to edit the custom attributes. You cannot change the name or the data type, but you
can mark the attribute as private. You cannot edit the system predefined attributes.
Note:
If have multitenancy turned on, only then you can mark any attribute as private. If you do not
have multitenancy on, you can mark the attribute as Read Only for agents and Masked for
agents. For more information about multitenancy, see the Administering Avaya Aura®
Experience Portal guide.
Field or Button Description
Attribute Name Displays the attribute name. This field cannot be edited.
Attribute Data Type Displays the attribute data type. This field cannot be edited.
Private Use this selection box to mark the attribute as private.
Read Only for agents Use this selection box to mark the attribute as read only for agents.
The agents cannot change the value of the attributes which are
marked as Read Only for agents from the agent desktop.

Note:
If you mark any attribute as read only for a running campaign
then it appears as read only on the desktop from the next
contact record.
Masked for agents Use this selection box to mark the attribute as masked for agents.
The agents cannot see the Masked for agents attribute value from
the desktop.

Note:
If you mark any attribute as masked for a running campaign,
then the attribute appears as masked on the desktop from the
next contact record.
Save Use to make the changes permanent.

Add new attribute page field descriptions

Use this to add a new attribute. POM supports maximum 900 attributes The total count of
attributes is calculated including pre-defined and the custom attributes on the system.

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Attributes

Field or Description
Button
Attribute A unique identifier for the attribute. The following special characters are not allowed while
Name specifying the attribute name:
1. Space
2. ^
3. @
4. ~
5. `
6. !
7. ‘
8. “
9. ;
10. ,
11. #
12. \
13. $
14. %
15. &
16. (
17. )
18. ?
19. <
20. >
21. [
22. ]
23. :
24. *

Note:
Ensure the attribute name does not start with a numeric character or with a special
character. For example, you cannot have an attribute name as "1firstName" or as
“_firstName”.
Select Use the drop-down list to assign the attribute type. In attribute fields having String data
Attribute type the special characters are allowed except single quote (‘), double quote (“) and
Data Type character used as field separator in data source. POM rejects the record if there is any
special characters in attribute having data type other than String and Character
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 Add new attribute page field descriptions

Field or Description
Button
Private Use selection box to make the attribute private.

Note:
You see the selection check box only if you have multitenancy turned on. For more
information about multitenancy, see the Administering Avaya Aura® Experience
Portal guide.
Read Only Use this selection box to mark the attribute as read only for agents. The agents cannot
for agents change the value of the attributes which are marked as Read Only for agents from the
agent desktop.

Note:
If you mark any attribute as read only for a running campaign, then it appears as
read only on the desktop from the next contact record.
Masked for Use this selection box to mark the attribute as masked for agents. The agents cannot see
agents the Masked for agents attribute value from the desktop.

Note:
If you mark any attribute as masked for a running campaign, then the attribute
appears as masked on the desktop from the next contact record.
Save Use to add the attribute.

The following table shows the predefined attributes that are case-sensitive and must be mapped:
Attribute Name Name to be used in the method
Id UserContactId
First Name FirstName
Last Name LastName
Phone Number1 PhoneNumber1
Phone Number1 Country Code PhoneNumber1CtryCode
Phone Number1 Time Zone TimeZone
Phone Number2 PhoneNumber2
Phone Number2 Country Code PhoneNumber2CtryCode
Phone Number2 Time Zone PhoneNumber2Tz
Email Email
Language Language
Title TitlePredefined
Address Line1 AddrLine1Predefined
Address Line2 AddrLine2Predefined
Address Line3 AddrLine3Predefined
Address Line4 AddrLine4Predefined
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Attributes

Attribute Name Name to be used in the method

Address Line5 AddrLine5Predefined
Country CountryPredefined
Zip Code ZipcodePredefined

Attribute organization association page field descriptions

Use this page to associate attributes with any organizations.
Field or Button Description
Change Displays the attribute to associate the organization.
Organizations
for Attribute
Select Displays the list of organizations.
Organization(s)
Save Use to save the changes.

Add multiple attributes page field descriptions

Use this page to add multiple attributes on a single click. The total number of attributes cannot
exceed 900. The total numbers of attributes are calculated including pre-defined and the custom
attributes on the system.
Field or Button Description
Attribute Name A unique identifier for the attribute. The following special
characters are not allowed while specifying the attribute name:
1. Space
2. ^
3. @
4. ~
5. `
6. !
7. ‘
8. “
9. ;
10. ,
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 Add multiple attributes page field descriptions

Field or Button Description

11. #
12. \
13. $
14. %
15. &
16. (
17. )
18. ?
19. <
20. >
21. [
22. ]
23. :
24. *

Note:
Ensure the attribute name does not start with a numeric
character or with a special character. For example, you
cannot have an attribute name as "1firstName" or as
“_firstName”.
Attribute Data Type Use the drop-down list to assign the attribute type. In attribute
fields having String data type the special characters are allowed
except single quote (‘), double quote (“) and character used as
field separator in data source. POM rejects the record if there is
any special characters in attribute having data type other than
String and Character
Private Use this selection box to mark the attribute as private.
Read Only for agents Use this selection box to mark the attribute as read only for
agents. The agents cannot change the value of the attributes
which are marked as Read Only for agents from the agent
desktop.

Note:
If you mark any attribute as read only for a running campaign
then it appears as read only on the desktop from the next
contact record.
Masked for agents Use this selection box to mark the attribute as masked for agents.
The agents cannot see the Masked for agents attribute value from
the agent desktop.
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Attributes

Field or Button Description

Note:
If you mark any attribute as masked for a running campaign,
pause and resume the campaign so that the attribute
displays as masked on the desktop.
Actions
Use to delete the row.
Add more rows By default you can view and add 10 attributes. You can add more
row using the Add more rows text field. At any time, you cannot
add more than 50 attributes together.
Add Use to add more rows.
Save Use to add attributes to POM.

The following table shows the predefined attributes that are case-sensitive and must be mapped:
Attribute Name Name to be used in the method
Id UserContactId
First Name FirstName
Last Name LastName
Phone Number1 PhoneNumber1
Phone Number1 Country Code PhoneNumber1CtryCode
Phone Number1 Time Zone TimeZone
Phone Number2 PhoneNumber2
Phone Number2 Country Code PhoneNumber2CtryCode
Phone Number2 Time Zone PhoneNumber2Tz
Email Email
Language Language
Title TitlePredefined
Address Line1 AddrLine1Predefined
Address Line2 AddrLine2Predefined
Address Line3 AddrLine3Predefined
Address Line4 AddrLine4Predefined
Address Line5 AddrLine5Predefined
Country CountryPredefined
Zip Code ZipcodePredefined

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 Generate CSV template description

Generate CSV template description

You can use the csv template to store contact records. You can use the template to import records
in the POM database from an external source.

Adding attributes
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Contacts > Attributes.
3. Click Add.
4. Specify the Attribute Name.
5. Select the data type of the attribute using the drop-down list.
6. (Optional) Use the Private selection check box to make the attribute private.
You can use this to restrict access to attributes such as salary. For example, if HR/Joe
creates a salary attribute, then the attribute is Private to the HR organization by default. If a
global user creates a salary attribute, then the global user can mark the attribute as
Private. If marked as Private, no organization can use this attribute. The global user can
associate the salary attribute with the one or more than one organizations, and only the
associated organizations can use the attribute. If the attribute is not private, all organization
users can use it. The global user can gain access to all attributes regardless of the privacy
setting.
Note:
While adding attributes, if you get an Internal Server error, the error indicates that POM
cannot complete the request before page time out. You can avoid getting the error by
changing the page time out value in the /etc/httpd/conf/httpd.conf file. You
must restart the httpd service, and the tomcat service for changes to take effect.
7. Use the Read Only for Agents selection box to make the attribute uneditable by the
agents.
You can use this to restrict the agent from updating the attribute value. For example, if you
have paymentamountdue attribute, and that is read only, then the agent can only see the
value but not change the value from the agent desktop.
8. Use the Masked for Agents selection box to hide the attribute value
You can use this to restrict the agent from seeing the attribute value. For example, you can
use it to mask the salary details.
9. Click Save to add the attribute.
You can add maximum 900 attributes.

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Attributes

Adding multiple attributes

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Contacts > Attributes.
3. On the Attributes page, click Add Multiple.
4. On the Add Multiple Attributes page, specify the values for Attribute Name, Attribute
Data Type fields. You can mark the attribute as private, or read only for agents, or masked
for agents.
Note:
While adding attributes, if you get an Internal Server error, the error indicates that POM
cannot complete the request before page time out. You can avoid getting the error by
changing the page time out value in the /etc/httpd/conf/httpd.conf file. You
must restart the httpd and the tomcat service for changes made to file to take effect.
5. Use the Add more rows text box to add more rows for adding attributes. You cannot add
more than 50 attributes at a single time.
6. Click Save to make the changes permanent.
You can add maximum 900 attributes.

Editing attributes
About this task
Use this page to change the sensitivity of the attribute. You can edit the attributes or mark the
attribute as private only when multi-tenancy is enabled on Avaya Aura® Experience Portal. For
more information about multitenancy, see Administering Avaya Aura® Experience Portal guide.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Contacts > Attributes.
3. Click the attribute you want to change.
Note:
You cannot change the Attribute Name and Attribute Data Type.
4. Use the Private selection check box to make the attribute private.
You can use this to restrict access to attributes such as salary. For example, if HR/Joe
creates a salary attribute, then the attribute is Private to the HR organization by default. If a
global user creates a salary attribute, then the global user can mark the attribute as

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 Deleting attributes

Private. If marked as Private, no organization can use this attribute. The global user can
associate the salary attribute with the one or more than one organizations, and only the
associated organizations can use the attribute. If the attribute is not marked as private, all
organization users can use it. The global user can access all attributes regardless of the
privacy setting.
5. Use the Read Only for Agents selection box to make the attribute uneditable by the
agents.
You can use this to restrict the agent from updating the attribute value. For example, if you
have paymentamountdue attribute, and is read only, then the agent can only see the value
but not change the value from the agent desktop.
6. Use the Masked for Agents selection box to hide the attribute value
You can use this to restrict the agent from seeing the attribute value from the agent
desktop. For example, you can use it to mask the salary details.
Note:
If you mark any attribute as masked for a running campaign, pause and resume the
campaign so that the attribute displays as masked on the desktop.
7. Click Save to update the attribute.

Deleting attributes
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Contacts > Attributes.
3. Click the delete icon to delete the respective attribute.
Note:
You cannot delete the predefined attributes. For custom attributes, you cannot delete
the attribute, if the attribute is associated with any of the filtering criteria of the
campaign, or if the attribute is used in database import, if the attribute is used in a
campaign strategy or used in a campaign restriction. If the attribute is marked as
Private, then users belonging to that organization can delete the attribute only if it is
not used by any other organization. A global user can delete the custom attributes
belonging to any organization if not used in any filtering criteria or associated with the
database import. You cannot delete an attribute if the attribute is a part of a running
import.
4.
Click to delete the selected attribute.
The system displays a confirmation dialog box. Click Yes to delete, or No to cancel.

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Attributes

Supported languages
These codes are the values for the language attribute during contact import, or while adding or
editing contact information through the contact browser.
Language Allowed string value
Czech cs-cz
German de-de
Australian English en-au
UK English en-gb
US English en-us
Castilian Spanish es-es
Latin American Spanish es-la
Canadian French fr-ca
French fr-fr
Hebrew he-il
Hindi hi-in
Hungarian hu-hu
Italian it-it
Japanese ja-jp
Korean ko-kr
Malay ms-my
Dutch nl-nl
Polish pl-pl
Brazilian Portuguese pt-br
Russian ru-ru
Slovak sk-sk
TDD td-us
Thai th-th
Mandarin Chinese zh-cn
Cantonese Chinese zh-hk

Supported time zones

POM supports all Java 1.6 supported time zones. The following are some of the commonly
referenced time zones:

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 Supported time zones

Note:
To edit or import the time zone value for a contact, you must specify the time zone using the
values mentioned in the ID column.
Offset DST ID Time Zone
-12 -12 Etc/GMT+12 GMT-12:00
-11 -11 Etc/GMT+11 GMT-11:00
-11 -11 MIT West Samoa Time
-11 -11 Pacific/Apia West Samoa Time
-11 -11 Pacific/Midway Samoa Standard Time
-11 -11 Pacific/Niue Niue Time
-11 -11 Pacific/Pago_Pago Samoa Standard Time
-11 -11 Pacific/Samoa Samoa Standard Time
-11 -11 US/Samoa Samoa Standard Time
-10 -11 America/Adak Hawaii-Aleutian Standard Time
-10 -9 America/Atka Hawaii-Aleutian Standard Time
-10 -9 Etc/GMT+10 GMT-10:00
-10 -10 HST Hawaii Standard Time
-10 -10 Pacific/Fakaofo Tokelau Time
-10 -10 Pacific/Honolulu Hawaii Standard Time
-10 -10 Pacific/Johnston Hawaii Standard Time
-10 -10 Pacific/Rarotonga Cook Is. Time
-10 -10 Pacific/Tahiti Tahiti Time
-10 -10 SystemV/HST10 Hawaii Standard Time
-10 -9 US/Aleutian Hawaii-Aleutian Standard Time
-10 -10 US/Hawaii Hawaii Standard Time
-9.5 -9.5 Pacific/Marquesas Marquesas Time
-9 -8 AST Alaska Standard Time
-9 -8 America/Anchorage Alaska Standard Time
-9 -8 America/Juneau Alaska Standard Time
-9 -8 America/Nome Alaska Standard Time
-9 -8 America/Yakutat Alaska Standard Time
-9 -9 Etc/GMT+9 GMT-09:00
-9 -9 Pacific/Gambier Gambier Time
-9 -9 SystemV/YST9 Alaska Standard Time
-9 -8 SystemV/YST9YDT Alaska Standard Time
-9 -8 US/Alaska Alaska Standard Time
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Attributes

Offset DST ID Time Zone

-8 -7 America/Dawson Pacific Standard Time
-8 -7 America/Ensenada Pacific Standard Time
-8 -7 America/Los_Angeles Pacific Standard Time
-8 -7 America/Santa_Isabel Pacific Standard Time
-8 -7 America/Tijuana Pacific Standard Time
-8 -7 America/Vancouver Pacific Standard Time
-8 -7 America/Whitehorse Pacific Standard Time
-8 -7 Canada/Pacific Pacific Standard Time
-8 -7 Canada/Yukon Pacific Standard Time
-8 –8 Etc/GMT+8 GMT-08:00
-8 -7 Mexico/BajaNorte Pacific Standard Time
-8 -7 PST Pacific Standard Time
-8 -7 PST8PDT Pacific Standard Time
-8 -8 Pacific/Pitcairn Pitcairn Standard Time
-8 -8 SystemV/PST8 Pacific Standard Time
-8 -7 SystemV/PST8PDT Pacific Standard Time
-8 -7 US/Pacific Pacific Standard Time
-8 -7 US/Pacific-New Pacific Standard Time
-7 -6 America/Boise Mountain Standard Time
-7 -6 America/Cambridge_Bay Mountain Standard Time
-7 -6 America/Chihuahua Mountain Standard Time
-7 -7 America/Dawson_Creek Mountain Standard Time
-7 -6 America/Denver Mountain Standard Time
-7 -6 America/Edmonton Mountain Standard Time
-7 -7 America/Hermosillo Mountain Standard Time
-7 -6 America/Inuvik Mountain Standard Time
-7 -6 America/Mazatlan Mountain Standard Time
-7 -6 America/Ojinaga Mountain Standard Time
-7 -7 America/Phoenix Mountain Standard Time
-7 -6 America/Shiprock Mountain Standard Time
-7 -6 America/Yellowknife Mountain Standard Time
-7 -6 Canada/Mountain Mountain Standard Time
-7 -7 Etc/GMT+7 GMT-07:00
-7 -7 MST Mountain Standard Time
-7 -6 MST7MDT Mountain Standard Time
Table continues…

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 Supported time zones

Offset DST ID Time Zone

-7 -6 Mexico/BajaSur Mountain Standard Time
-7 -6 Navajo Mountain Standard Time
-7 -7 PNT Mountain Standard Time
-7 -7 SystemV/MST7 Mountain Standard Time
-7 -6 SystemV/MST7MDT Mountain Standard Time
-7 -7 US/Arizona Mountain Standard Time
-7 -6 US/Mountain Mountain Standard Time
-6 -6 America/Belize Central Standard Time
-6 -5 America/Cancun Central Standard Time
-6 -5 America/Chicago Central Standard Time
-6 -6 America/Costa_Rica Central Standard Time
-6 -6 America/El_Salvador Central Standard Time
-6 -6 America/Guatemala Central Standard Time
-6 -5 America/Indiana/Knox Central Standard Time
-6 -5 America/Indiana/Tell_City Central Standard Time
-6 -5 America/Knox_IN Central Standard Time
-6 -6 America/Managua Central Standard Time
-6 -5 America/Matamoros Central Standard Time
-6 -5 America/Menominee Central Standard Time
-6 -5 America/Merida Central Standard Time
-6 -5 America/Mexico_City Central Standard Time
-6 -5 America/Monterrey Central Standard Time
-6 -5 America/North_Dakota/Center Central Standard Time
-6 -5 America/North_Dakota/ Central Standard Time
New_Salem
-6 -5 America/Rainy_River Central Standard Time
-6 -5 America/Rankin_Inlet Central Standard Time
-6 -6 America/Regina Central Standard Time
-6 -6 America/Swift_Current Central Standard Time
-6 -6 America/Tegucigalpa Central Standard Time
-6 -5 America/Winnipeg Central Standard Time
-6 -5 CST Central Standard Time
-6 -5 CST6CDT Central Standard Time
-6 -5 Canada/Central Central Standard Time
-6 -6 Canada/East-Saskatchewan Central Standard Time
Table continues…

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Attributes

Offset DST ID Time Zone

-6 -6 Canada/Saskatchewan Central Standard Time
-6 -5 Chile/EasterIsland Easter Is. Time
-6 -6 Etc/GMT+6 GMT-06:00
-6 -5 Mexico/General Central Standard Time
-6 -5 Pacific/Easter Easter Is. Time
-6 -6 Pacific/Galapagos Galapagos Time
-6 -6 SystemV/CST6 Central Standard Time
-6 -5 SystemV/CST6CDT Central Standard Time
-6 -5 US/Central Central Standard Time
-6 -5 US/Indiana-Starke Central Standard Time
-6 -5 America/Atikokan Eastern Standard Time
-5 -5 America/Bogota Colombia Time
-5 -5 America/Cayman Eastern Standard Time
-5 -5 America/Coral_Harbour Eastern Standard Time
-5 -4 America/Detroit Eastern Standard Time
-5 -4 America/Fort_Wayne Eastern Standard Time
-5 -4 America/Grand_Turk Eastern Standard Time
-5 -5 America/Guayaquil Ecuador Time
-5 -4 America/Havana Cuba Standard Time
-5 -4 America/Indiana/Indianapolis Eastern Standard Time
-5 -4 America/Indiana/Marengo Eastern Standard Time
-5 -5 America/Indiana/Petersburg Eastern Standard Time
-5 -4 America/Indiana/Vevay Eastern Standard Time
-5 -5 America/Indiana/Vincennes Eastern Standard Time
-5 -4 America/Indiana/Winamac Eastern Standard Time
-5 -4 America/Indianapolis Eastern Standard Time
-5 -4 America/Iqaluit Eastern Standard Time
-5 -5 America/Jamaica Eastern Standard Time
-5 -4 America/Kentucky/Louisville Eastern Standard Time
-5 -4 America/Kentucky/Monticello Eastern Standard Time
-5 -5 America/Lima Peru Time
-5 -4 America/Louisville Eastern Standard Time
-5 -4 America/Montreal Eastern Standard Time
-5 -4 America/Nassau Eastern Standard Time
-5 -4 America/New_York Eastern Standard Time
Table continues…

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 Supported time zones

Offset DST ID Time Zone

-5 -4 America/Nipigon Eastern Standard Time
-5 -5 America/Panama Eastern Standard Time
-5 -4 America/Pangnirtung Eastern Standard Time
-5 -5 America/Port-au-Prince Eastern Standard Time
-5 -5 America/Resolute Eastern Standard Time
-5 -4 America/Thunder_Bay Eastern Standard Time
-5 -4 America/Toronto Eastern Standard Time
-5 -4 Canada/Eastern Eastern Standard Time
-5 -4 Cuba Cuba Standard Time
-5 -5 EST Eastern Standard Time
-5 -4 EST5EDT Eastern Standard Time
-5 -5 Etc/GMT+5 GMT-05:00
-5 -4 IET Eastern Standard Time
-5 -5 Jamaica Eastern Standard Time
-5 -5 SystemV/EST5 Eastern Standard Time
-5 -4 SystemV/EST5EDT Eastern Standard Time
-5 -4 US/East-Indiana Eastern Standard Time
-5 -4 US/Eastern Eastern Standard Time
-5 -4 US/Michigan Eastern Standard Time
-4.5 -4 America/Caracas Venezuela Time
-4 -4 America/Anguilla Atlantic Standard Time
-4 -4 America/Antigua Atlantic Standard Time
-4 -3 America/Argentina/San_Luis Western Argentine Time
-4 -4 America/Aruba Atlantic Standard Time
-4 -3 America/Asuncion Paraguay Time
-4 -4 America/Barbados Atlantic Standard Time
-4 -4 America/Blanc-Sablon Atlantic Standard Time
-4 -4 America/Boa_Vista Amazon Time
-4 -3 America/Campo_Grande Amazon Time
-4 -3 America/Cuiaba Amazon Time
-4 -4 America/Curacao Atlantic Standard Time
-4 -4 America/Dominica Atlantic Standard Time
-4 -5 America/Eirunepe Amazon Time
-4 -3 America/Glace_Bay Atlantic Standard Time
-4 -3 America/Goose_Bay Atlantic Standard Time
Table continues…

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Attributes

Offset DST ID Time Zone

-4 -4 America/Grenada Atlantic Standard Time
-4 -4 America/Guadeloupe Atlantic Standard Time
-4 -4 America/Guyana Guyana Time
-4 -3 America/Halifax Atlantic Standard Time
-4 -4 America/La_Paz Bolivia Time
-4 -4 America/Manaus Amazon Time
-4 -4 America/Marigot Atlantic Standard Time
-4 -4 America/Martinique Atlantic Standard Time
-4 -3 America/Moncton Atlantic Standard Time
-4 -4 America/Montserrat Atlantic Standard Time
-4 -4 America/Port_of_Spain Atlantic Standard Time
-4 -5 America/Porto_Acre Amazon Time
-4 -4 America/Porto_Velho Amazon Time
-4 -4 America/Puerto_Rico Atlantic Standard Time
-4 -5 America/Rio_Branco Amazon Time
-4 -3 America/Santiago Chile Time
-4 -4 America/Santo_Domingo Atlantic Standard Time
-4 -4 America/St_Barthelemy Atlantic Standard Time
-4 -4 America/St_Kitts Atlantic Standard Time
-4 -4 America/St_Lucia Atlantic Standard Time
-4 -4 America/St_Thomas Atlantic Standard Time
-4 -4 America/St_Vincent Atlantic Standard Time
-4 -3 America/Thule Atlantic Standard Time
-4 -4 America/Tortola Atlantic Standard Time
-4 -4 America/Virgin Atlantic Standard Time
-4 -3 Antarctica/Palmer Chile Time
-4 -3 Atlantic/Bermuda Atlantic Standard Time
-4 -3 Atlantic/Stanley Falkland Is. Time
-4 -5 Brazil/Acre Amazon Time
-4 -4 Brazil/West Amazon Time
-4 -3 Canada/Atlantic Atlantic Standard Time
-4 -3 Chile/Continental Chile Time
-4 -4 Etc/GMT+4 GMT-04:00
-4 -4 PRT Atlantic Standard Time
-4 -4 SystemV/AST4 Atlantic Standard Time
Table continues…

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 Supported time zones

Offset DST ID Time Zone

-4 -3 SystemV/AST4ADT Atlantic Standard Time
-3.5 -2.5 America/St_Johns Newfoundland Standard Time
-3.5 -2.5 CNT Newfoundland Standard Time
-3.5 -2.5 Canada/Newfoundland Newfoundland Standard Time
-3 -3 AGT Argentine Time
-3 -3 America/Araguaina Brasilia Time
-3 -3 America/Argentina/ Argentine Time
Buenos_Aires
-3 -3 America/Argentina/Catamarca Argentine Time
-3 -3 America/Argentina/ Argentine Time
ComodRivadavia
-3 -3 America/Argentina/Cordoba Argentine Time
-3 -3 America/Argentina/Jujuy Argentine Time
-3 -3 America/Argentina/La_Rioja Argentine Time
-3 -3 America/Argentina/Mendoza Argentine Time
-3 -3 America/Argentina/ Argentine Time
Rio_Gallegos
-3 -3 America/Argentina/Salta Argentine Time
-3 -3 America/Argentina/San_Juan Argentine Time
-3 -3 America/Argentina/Tucuman Argentine Time
-3 -3 America/Argentina/Ushuaia Argentine Time
-3 -3 America/Bahia Brasilia Time
-3 -3 America/Belem Brasilia Time
-3 -3 America/Buenos_Aires Argentine Time
-3 -3 America/Catamarca Argentine Time
-3 -3 America/Cayenne French Guiana Time
-3 -3 America/Cordoba Argentine Time
-3 -3 America/Fortaleza Brasilia Time
-3 -2 America/Godthab Western Greenland Time
-3 -3 America/Jujuy Argentine Time
-3 -3 America/Maceio Brasilia Time
-3 -3 America/Mendoza Argentine Time
-3 -2 America/Miquelon Pierre & Miquelon Standard Time
-3 -2 America/Montevideo Uruguay Time
-3 -3 America/Paramaribo Suriname Time
-3 -3 America/Recife Brasilia Time
Table continues…

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Attributes

Offset DST ID Time Zone

-3 -3 America/Rosario Argentine Time
-3 -4 America/Santarem Brasilia Time
-3 -2 America/Sao_Paulo Brasilia Time
-3 -3 Antarctica/Rothera Rothera Time
-3 -2 BET Brasilia Time
-3 -2 Brazil/East Brasilia Time
-3 -3 Etc/GMT+3 GMT-03:00
-2 -2 America/Noronha Fernando de Noronha Time
-2 -2 Atlantic/South_Georgia South Georgia Standard Time
-2 -2 Brazil/DeNoronha Fernando de Noronha Time
-2 -2 Etc/GMT+2 GMT-02:00
-1 0 America/Scoresbysund Eastern Greenland Time
-1 0 Atlantic/Azores Azores Time
-1 -1 Atlantic/Cape_Verde Cape Verde Time
-1 -1 Etc/GMT+1 GMT-01:00
0 0 Africa/Abidjan Greenwich Mean Time
0 0 Africa/Accra Ghana Mean Time
0 0 Africa/Bamako Greenwich Mean Time
0 0 Africa/Banjul Greenwich Mean Time
0 0 Africa/Bissau Greenwich Mean Time
0 0 Africa/Casablanca Western European Time
0 0 Africa/Conakry Greenwich Mean Time
0 0 Africa/Dakar Greenwich Mean Time
0 0 Africa/El_Aaiun Western European Time
0 0 Africa/Freetown Greenwich Mean Time
0 0 Africa/Lome Greenwich Mean Time
0 0 Africa/Monrovia Greenwich Mean Time
0 0 Africa/Nouakchott Greenwich Mean Time
0 0 Africa/Ouagadougou Greenwich Mean Time
0 0 Africa/Sao_Tome Greenwich Mean Time
0 0 Africa/Timbuktu Greenwich Mean Time
0 0 America/Danmarkshavn Greenwich Mean Time
0 1 Atlantic/Canary Western European Time
0 1 Atlantic/Faeroe Western European Time
0 1 Atlantic/Faroe Western European Time
Table continues…

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 Supported time zones

Offset DST ID Time Zone

0 1 Atlantic/Madeira Western European Time
0 0 Atlantic/Reykjavik Greenwich Mean Time
0 0 Atlantic/St_Helena Greenwich Mean Time
0 1 Eire Greenwich Mean Time
0 0 Etc/GMT GMT+00:00
0 0 Etc/GMT+0 GMT+00:00
0 0 Etc/GMT-0 GMT+00:00
0 0 Etc/GMT0 GMT+00:00
0 0 Etc/Greenwich Greenwich Mean Time
0 0 Etc/UCT Coordinated Universal Time
0 0 Etc/UTC Coordinated Universal Time
0 0 Etc/Universal Coordinated Universal Time
0 0 Etc/Zulu Coordinated Universal Time
0 1 Europe/Belfast Greenwich Mean Time
0 1 Europe/Dublin Greenwich Mean Time
0 1 Europe/Guernsey Greenwich Mean Time
0 1 Europe/Isle_of_Man Greenwich Mean Time
0 1 Europe/Jersey Greenwich Mean Time
0 1 Europe/Lisbon Western European Time
0 1 Europe/London Greenwich Mean Time
0 1 GB Greenwich Mean Time
0 1 GB-Eire Greenwich Mean Time
0 0 GMT Greenwich Mean Time
0 0 GMT0 GMT+00:00
0 0 Greenwich Greenwich Mean Time
0 0 Iceland Greenwich Mean Time
0 1 Portugal Western European Time
0 0 UCT Coordinated Universal Time
0 0 UTC Coordinated Universal Time
0 0 Universal Coordinated Universal Time
0 1 WET Western European Time
0 0 Zulu Coordinated Universal Time
1 1 Africa/Algiers Central European Time
1 1 Africa/Bangui Western African Time
1 1 Africa/Brazzaville Western African Time
Table continues…

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Attributes

Offset DST ID Time Zone

1 2 Africa/Ceuta Central European Time
1 1 Africa/Douala Western African Time
1 1 Africa/Kinshasa Western African Time
1 1 Africa/Lagos Western African Time
1 1 Africa/Libreville Western African Time
1 1 Africa/Luanda Western African Time
1 1 Africa/Malabo Western African Time
1 1 Africa/Ndjamena Western African Time
1 1 Africa/Niamey Western African Time
1 1 Africa/Porto-Novo Western African Time
1 2 Africa/Tunis Central European Time
1 2 Africa/Windhoek Western African Time
1 2 Arctic/Longyearbyen Central European Time
1 2 Atlantic/Jan_Mayen Central European Time
1 2 CET Central European Time
1 2 ECT Central European Time
1 1 Etc/GMT-1 GMT+01:00
1 2 Europe/Amsterdam Central European Time
1 2 Europe/Andorra Central European Time
1 2 Europe/Belgrade Central European Time
1 2 Europe/Berlin Central European Time
1 2 Europe/Bratislava Central European Time
1 2 Europe/Brussels Central European Time
1 2 Europe/Budapest Central European Time
1 2 Europe/Copenhagen Central European Time
1 2 Europe/Gibraltar Central European Time
1 2 Europe/Ljubljana Central European Time
1 2 Europe/Luxembourg Central European Time
1 2 Europe/Madrid Central European Time
1 2 Europe/Malta Central European Time
1 2 Europe/Monaco Central European Time
1 2 Europe/Oslo Central European Time
1 2 Europe/Paris Central European Time
1 2 Europe/Podgorica Central European Time
1 2 Europe/Prague Central European Time
Table continues…

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 Supported time zones

Offset DST ID Time Zone

1 2 Europe/Rome Central European Time
1 2 Europe/San_Marino Central European Time
1 2 Europe/Sarajevo Central European Time
1 2 Europe/Skopje Central European Time
1 2 Europe/Stockholm Central European Time
1 2 Europe/Tirane Central European Time
1 2 Europe/Vaduz Central European Time
1 2 Europe/Vatican Central European Time
1 2 Europe/Vienna Central European Time
1 2 Europe/Warsaw Central European Time
1 2 Europe/Zagreb Central European Time
1 2 Europe/Zurich Central European Time
1 2 MET Middle Europe Time
1 2 Poland Central European Time
2 3 ART Eastern European Time
2 2 Africa/Blantyre Central African Time
2 2 Africa/Bujumbura Central African Time
2 3 Africa/Cairo Eastern European Time
2 2 Africa/Gaborone Central African Time
2 2 Africa/Harare Central African Time
2 2 Africa/Johannesburg South Africa Standard Time
2 2 Africa/Lubumbashi Central African Time
2 2 Africa/Lusaka Central African Time
2 2 Africa/Maputo Central African Time
2 2 Africa/Maseru South Africa Standard Time
2 2 Africa/Mbabane South Africa Standard Time
2 2 Africa/Tripoli Eastern European Time
2 3 Asia/Amman Eastern European Time
2 3 Asia/Beirut Eastern European Time
2 3 Asia/Damascus Eastern European Time
2 3 Asia/Gaza Eastern European Time
2 3 Asia/Istanbul Eastern European Time
2 3 Asia/Jerusalem Israel Standard Time
2 3 Asia/Nicosia Eastern European Time
2 3 Asia/Tel_Aviv Israel Standard Time
Table continues…

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Attributes

Offset DST ID Time Zone

2 2 CAT Central African Time
2 3 EET Eastern European Time
2 3 Egypt Eastern European Time
2 2 Etc/GMT-2 GMT+02:00
2 3 Europe/Athens Eastern European Time
2 3 Europe/Bucharest Eastern European Time
2 3 Europe/Chisinau Eastern European Time
2 3 Europe/Helsinki Eastern European Time
2 3 Europe/Istanbul Eastern European Time
2 3 Europe/Kaliningrad Eastern European Time
2 3 Europe/Kiev Eastern European Time
2 3 Europe/Mariehamn Eastern European Time
2 3 Europe/Minsk Eastern European Time
2 3 Europe/Nicosia Eastern European Time
2 3 Europe/Riga Eastern European Time
2 3 Europe/Simferopol Eastern European Time
2 3 Europe/Sofia Eastern European Time
2 3 Europe/Tallinn Eastern European Time
2 3 Europe/Tiraspol Eastern European Time
2 3 Europe/Uzhgorod Eastern European Time
2 3 Europe/Vilnius Eastern European Time
2 3 Europe/Zaporozhye Eastern European Time
2 3 Israel Israel Standard Time
2 2 Libya Eastern European Time
2 3 Turkey Eastern European Time
3 3 Africa/Addis_Ababa Eastern African Time
3 3 Africa/Asmara Eastern African Time
3 3 Africa/Asmera Eastern African Time
3 3 Africa/Dar_es_Salaam Eastern African Time
3 3 Africa/Djibouti Eastern African Time
3 3 Africa/Kampala Eastern African Time
3 3 Africa/Khartoum Eastern African Time
3 3 Africa/Mogadishu Eastern African Time
3 3 Africa/Nairobi Eastern African Time
3 3 Antarctica/Syowa Syowa Time
Table continues…

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 Supported time zones

Offset DST ID Time Zone

3 3 Asia/Aden Arabia Standard Time
3 4 Asia/Baghdad Arabia Standard Time
3 3 Asia/Bahrain Arabia Standard Time
3 3 Asia/Kuwait Arabia Standard Time
3 3 Asia/Qatar Arabia Standard Time
3 3 Asia/Riyadh Arabia Standard Time
3 3 EAT Eastern African Time
3 3 Etc/GMT-3 GMT+03:00
3 4 Europe/Moscow Moscow Standard Time
3 5 Europe/Samara Samara Time
3 4 Europe/Volgograd Volgograd Time
3 3 Indian/Antananarivo Eastern African Time
3 3 Indian/Comoro Eastern African Time
3 3 Indian/Mayotte Eastern African Time
3 4 W-SU Moscow Standard Time
3.117777778 3.117777778 Asia/Riyadh87 GMT+03:07
3.117777778 3.117777778 Asia/Riyadh88 GMT+03:07
3.117777778 3.117777778 Asia/Riyadh89 GMT+03:07
3.117777778 3.117777778 Mideast/Riyadh87 GMT+03:07
3.117777778 3.117777778 Mideast/Riyadh88 GMT+03:07
3.117777778 3.117777778 Mideast/Riyadh89 GMT+03:07
3.5 3.5 Asia/Tehran Iran Standard Time
3.5 3.5 Iran Iran Standard Time
4 5 Asia/Baku Azerbaijan Time
4 4 Asia/Dubai Gulf Standard Time
4 4 Asia/Muscat Gulf Standard Time
4 4 Asia/Tbilisi Georgia Time
4 5 Asia/Yerevan Armenia Time
4 4 Etc/GMT-4 GMT+04:00
4 4 Indian/Mahe Seychelles Time
4 4 Indian/Mauritius Mauritius Time
4 4 Indian/Reunion Reunion Time
4 5 NET Armenia Time
4.5 4.5 Asia/Kabul Afghanistan Time
5 6 Antarctica/Mawson Mawson Time
Table continues…

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Attributes

Offset DST ID Time Zone

5 5 Asia/Aqtau Aqtau Time
5 5 Asia/Aqtobe Aqtobe Time
5 5 Asia/Ashgabat Turkmenistan Time
5 5 Asia/Ashkhabad Turkmenistan Time
5 5 Asia/Dushanbe Tajikistan Time
5 5 Asia/Karachi Pakistan Time
5 5 Asia/Oral Oral Time
5 5 Asia/Samarkand Uzbekistan Time
5 5 Asia/Tashkent Uzbekistan Time
5 6 Asia/Yekaterinburg Yekaterinburg Time
5 5 Etc/GMT-5 GMT+05:00
5 5 Indian/Kerguelen French Southern & Antarctic
Lands Time
5 5 Indian/Maldives Maldives Time
5 5 PLT Pakistan Time
5.5 5.5 Asia/Calcutta India Standard Time
5.5 5.5 Asia/Colombo India Standard Time
5.5 5.5 Asia/Kolkata India Standard Time
5.5 5.5 IST India Standard Time
5.75 5.75 Asia/Kathmandu Nepal Time
5.75 5.75 Asia/Katmandu Nepal Time
6 6 Antarctica/Vostok Vostok Time
6 6 Asia/Almaty Alma-Ata Time
6 6 Asia/Bishkek Kirgizstan Time
6 6 Asia/Dacca Bangladesh Time
6 6 Asia/Dhaka Bangladesh Time
6 8 Asia/Novokuznetsk Novosibirsk Time
6 7 Asia/Novosibirsk Novosibirsk Time
6 7 Asia/Omsk Omsk Time
6 6 Asia/Qyzylorda Qyzylorda Time
6 6 Asia/Thimbu Bhutan Time
6 6 Asia/Thimphu Bhutan Time
6 6 BST Bangladesh Time
6 6 Etc/GMT-6 GMT+06:00
6 6 Indian/Chagos Indian Ocean Territory Time
Table continues…

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 Supported time zones

Offset DST ID Time Zone

6.5 6.5 Asia/Rangoon Myanmar Time
6.5 6.5 Indian/Cocos Cocos Islands Time
7 7 Antarctica/Davis Davis Time
7 7 Asia/Bangkok Indochina Time
7 7 Asia/Ho_Chi_Minh Indochina Time
7 7 Asia/Hovd Hovd Time
7 7 Asia/Jakarta West Indonesia Time
7 8 Asia/Krasnoyarsk Krasnoyarsk Time
7 7 Asia/Phnom_Penh Indochina Time
7 7 Asia/Pontianak West Indonesia Time
7 7 Asia/Saigon Indochina Time
7 7 Asia/Vientiane Indochina Time
7 7 Etc/GMT-7 GMT+07:00
7 7 Indian/Christmas Christmas Island Time
7 7 VST Indochina Time
8 8 Antarctica/Casey Western Standard Time
(Australia)
8 8 Asia/Brunei Brunei Time
8 9 Asia/Choibalsan Choibalsan Time
8 8 Asia/Chongqing China Standard Time
8 8 Asia/Chungking China Standard Time
8 8 Asia/Harbin China Standard Time
8 8 Asia/Hong_Kong Hong Kong Time
8 9 Asia/Irkutsk Irkutsk Time
8 8 Asia/Kashgar China Standard Time
8 8 Asia/Kuala_Lumpur Malaysia Time
8 8 Asia/Kuching Malaysia Time
8 8 Asia/Macao China Standard Time
8 8 Asia/Macau China Standard Time
8 8 Asia/Makassar Central Indonesia Time
8 8 Asia/Manila Philippines Time
8 8 Asia/Shanghai China Standard Time
8 8 Asia/Singapore Singapore Time
8 8 Asia/Taipei China Standard Time
8 8 Asia/Ujung_Pandang Central Indonesia Time
Table continues…

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Attributes

Offset DST ID Time Zone

8 8 Asia/Ulaanbaatar Ulaanbaatar Time
8 8 Asia/Ulan_Bator Ulaanbaatar Time
8 8 Asia/Urumqi China Standard Time
8 9 Australia/Perth Western Standard Time
(Australia)
8 9 Australia/West Western Standard Time
(Australia)
8 8 CTT China Standard Time
8 8 Etc/GMT-8 GMT+08:00
8 8 Hongkong Hong Kong Time
8 8 PRC China Standard Time
8 8 Singapore Singapore Time
8.75 9.75 Australia/Eucla Central Western Standard Time
(Australia)
9 9 Asia/Dili Timor-Leste Time
9 9 Asia/Jayapura East Indonesia Time
9 9 Asia/Pyongyang Korea Standard Time
9 9 Asia/Seoul Korea Standard Time
9 9 Asia/Tokyo Japan Standard Time
9 10 Asia/Yakutsk Yakutsk Time
9 9 Etc/GMT-9 GMT+09:00
9 9 JST Japan Standard Time
9 9 Japan Japan Standard Time
9 9 Pacific/Palau Palau Time
9 9 ROK Korea Standard Time
9.5 9.5 ACT Central Standard Time (Northern
Territory)
9.5 10.5 Australia/Adelaide Central Standard Time (South
Australia)
9.5 10.5 Australia/Broken_Hill Central Standard Time (South
Australia/New South Wales)
9.5 9.5 Australia/Darwin Central Standard Time (Northern
Territory)
9.5 9.5 Australia/North Central Standard Time (Northern
Territory)
9.5 10.5 Australia/South Central Standard Time (South
Australia)
Table continues…

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 Supported time zones

Offset DST ID Time Zone

9.5 10.5 Australia/Yancowinna Central Standard Time (South
Australia/New South Wales)
10 11 AET Eastern Standard Time (New
South Wales)
10 10 Antarctica/DumontDUrville Dumont-d'Urville Time
10 11 Asia/Sakhalin Sakhalin Time
10 11 Asia/Vladivostok Vladivostok Time
10 11 Australia/ACT Eastern Standard Time (New
South Wales)
10 10 Australia/Brisbane Eastern Standard Time
(Queensland)
10 11 Australia/Canberra Eastern Standard Time (New
South Wales)
10 11 Australia/Currie Eastern Standard Time (New
South Wales)
10 11 Australia/Hobart Eastern Standard Time
(Tasmania)
10 10 Australia/Lindeman Eastern Standard Time
(Queensland)
10 11 Australia/Melbourne Eastern Standard Time (Victoria)
10 11 Australia/NSW Eastern Standard Time (New
South Wales)
10 10 Australia/Queensland Eastern Standard Time
(Queensland)
10 11 Australia/Sydney Eastern Standard Time (New
South Wales)
10 11 Australia/Tasmania Eastern Standard Time
(Tasmania)
10 11 Australia/Victoria Eastern Standard Time (Victoria)
10 10 Etc/GMT-10 GMT+10:00
10 10 Pacific/Guam Chamorro Standard Time
10 10 Pacific/Port_Moresby Papua New Guinea Time
10 10 Pacific/Saipan Chamorro Standard Time
10 10 Pacific/Truk Truk Time
10 10 Pacific/Yap Truk Time
10.5 11 Australia/LHI Lord Howe Standard Time
10.5 11 Australia/Lord_Howe Lord Howe Standard Time
11 10 Antarctica/Macquarie Macquarie Island Time
Table continues…

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Attributes

Offset DST ID Time Zone

11 13 Asia/Anadyr Anadyr Time
11 13 Asia/Kamchatka Petropavlovsk-Kamchatski Time
11 12 Asia/Magadan Magadan Time
11 11 Etc/GMT-11 GMT+11:00
11 11 Pacific/Efate Vanuatu Time
11 11 Pacific/Guadalcanal Solomon Is. Time
11 11 Pacific/Kosrae Kosrae Time
11 11 Pacific/Noumea New Caledonia Time
11 11 Pacific/Ponape Ponape Time
11 11 SST Solomon Is. Time
11.5 11.5 Pacific/Norfolk Norfolk Time
12 13 Antarctica/McMurdo New Zealand Standard Time
12 13 Antarctica/South_Pole New Zealand Standard Time
12 12 Etc/GMT-12 GMT+12:00
12 12 Kwajalein Marshall Islands Time
12 13 NST New Zealand Standard Time
12 13 NZ New Zealand Standard Time
12 13 Pacific/Auckland New Zealand Standard Time
12 12 Pacific/Fiji Fiji Time
12 12 Pacific/Funafuti Tuvalu Time
12 12 Pacific/Kwajalein Marshall Islands Time
12 12 Pacific/Majuro Marshall Islands Time
12 12 Pacific/Nauru Nauru Time
12 12 Pacific/Tarawa Gilbert Is. Time
12 12 Pacific/Wake Wake Time
12 12 Pacific/Wallis Wallis & Futuna Time
12.75 13.75 NZ-CHAT Chatham Standard Time
12.75 13.75 Pacific/Chatham Chatham Standard Time
13 13 Etc/GMT-13 GMT+13:00
13 13 Pacific/Enderbury Phoenix Is. Time
13 13 Pacific/Tongatapu Tonga Time
14 14 Etc/GMT-14 GMT+14:00
14 14 Pacific/Kiritimati Line Is. Time

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Chapter 19: Do Not Call (DNC) lists

Do Not Call lists

This page displays the Do Not Call lists (DNC lists). If multi-tenancy is disabled, a common DNC
list is available for the administrator or non-org user. When multi-tenancy is enabled then, POM
automatically creates a separate DNC list for each organization. Depending on the user’s
organization and role, you can manage the org DNC list
For example, if a user belonging to HR organization logs in, then the user can manage the DNC
list belonging to the HR organization. Also, an org user is able to view contents of common DNC
list.
Field or Button Description
DNC List Name Displays the DNC list name.
Total Addresses Displays the total number of addresses in the given DNC list.
Last Updated Displays the timestamp on which the DNC list was updated.
Actions You can:
• Click to add DNC addresses in bulk. At a time you can add maximum 20
addresses.
•
Click to run the DNC import immediately.

Tip:
In Progress means import job can be in any one of the states - Queued,
Running, Error Occurred, File Copying, Pausing, Paused, Stopping, Waiting To
Resume. The Total addresses count is updated after the completion of the
import activity.
• Click to view all addresses.
• Click to manage the DNC data sources for the given DNC list.
• Click to empty the DNC list.
•
Click to view the registered DNC contacts.
Refresh Use to refresh the page.

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Do Not Call (DNC) lists

Add multiple DNC addresses

Use this page to add multiple DNC addresses. You can add a maximum of 20 addresses at a time.
When you add a phone number, the country specific phone formats, and the rejection patterns are
applicable.
Note:
When you add the phone number as a DNC address, ensure you add it with the country code,
country code separator, and the phone number. If you do not add the country code, POM uses
the default country code specified in the global configuration for applying phone format, and
the rejection patterns.
Field or Button Description
DNC Addresses Use the text box to enter the DNC address to add in the DNC list.
Actions
Click to delete the address or text box.
Add more rows Use the text box to enter the number of rows to add. You can enter 5
addresses by default. To add more, then enter a number in the range of 1–
15 to add more rows to the table. At a time , you cannot add more than 20
addresses.
Save Use this to apply the validations and save the DNC addresses permanently
to the DNC list.

Run DNC data source page field descriptions

This page lists all data sources configured for a given DNC list which are not in the running state.
Field or Button Description
Selection Box Use the selection box to select all configured data sources for the given DNC
list.
DNC Data Source Name Lists the names of all configured data sources for the given DNC list
Type List the types of the DNC data sources. The types can be: Add DNC File-
Local, Add DNC File- FTP, Add DNC File- SFTP, Remove DNC File- Local,
Remove DNC File- FTP, Remove DNC File- SFTP.
Last Executed Displays the timestamp when the given data source was run for importing the
DNC addresses.
Run Now Click to run the selected data source immediately.

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 DNC list details page field descriptions

DNC list details page field descriptions

Use this page to view all addresses added in the DNC list. You can also filter the records based on
either the email address or the phone number.
Field or Button Description
DNC Filter
Showing Details For Displays the name of the DNC list for which the records are
displayed.
Enter DNC address Use to specify the complete DNC addresses to search.
Search Click to filter the records based on the criteria given in the
Enter DNC address field.
Clear Search Use to clear the search output and then display the entire list
contents.
Page Number Displays the current page number.
Total Pages Displays the total number of pages in the DNC list.
Go To Page Use the text box to specify a particular page you want to
navigate.
Go Use to navigate to the specified page number.
Use to go to the first page.

Use to go to the previous page.

Use to go to the next page.

Use to go to the last page.

DNC Address Displays the phone number or the email address.

DNC Addresses Added On Displays the timestamp on which the address is added to the
DNC list.
Actions
Use the
icon to delete the record.
Add DNC Click to add a DNC address to the list.

Add address to DNC page field descriptions

Use this page to add an address to the DNC list. You can enter the phone number or the email
address.

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Do Not Call (DNC) lists

Note:
When you add the phone number as a DNC address, ensure you enter the country code,
country code separator, and the phone number. If you do not add the country code, POM uses
the default country code specified in the global configuration for applying phone format, and
the rejection patterns.
Field or Button Description
Destination Phone/Email Use to specify the phone number or the email address.
Add Click to add the address to the DNC list.

Note:
You must click Save to permanently add the DNC address
to the list.
Address list Lists all DNC addresses to be added to the list.
Actions
Click to delete the address.
Save Use to save the addresses.

Manage DNC list data sources page field descriptions

This page displays the list of the DNC data sources. Depending on your user role, you can add,
change, delete, run, schedule, and view the details of the DNC data source. The page also
displays the name of the DNC list for which the data sources are listed.
Field or Button Description
Data Source Displays the DNC data source name.
Name
Type Displays import type of the data source. The import type can be: Add DNC File- Local,
Add DNC File- FTP, Add DNC File- SFTP, Remove DNC File- Local, Remove DNC
File- FTP, Remove DNC File- SFTP.
Last Executed Displays the timestamp when the data source was last executed.
Actions Click to view the details of the selected data source.

Click to the schedule the data source import.

Click to delete the selected data source.

Add DNC Data Use to add a new DNC data source.
Source

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 Import DNC data source information page field descriptions

Import DNC data source information page field

descriptions
Use this page to view the summary information of the selected DNC data source.
Note:
If you pause an active DNC import and change the filename or location, and resume the
import, POM does not fetch records from the new file, but continues with imports from the old
file. You must save the changes to take effect. Hence the summary shows old information.
Changes in summary information reflects from next run of import.
Field or Button Description
Import DNC Data Source Information
Data Source Displays the name of the data source.
Name
Data Source Displays the DNC data source description.
Description
Type Displays the DNC data source type.
Local Path on Displays the path of the DNC data source on the POM server.
POM server
You see the following fields if the DNC data source type is FTP or SFTP:
Secured Displays the connection is secured or not. If the contact data source type is FTP,
secured is always displayed as No.
FTP/SFTP Host Host name or IP address of the FTP/SFTP server.
Name
User Name Displays the user name you specify to connect to the server.
Remote Path Displays the path of the file.
Check DNC If set to True, then the global and country specific rejection patterns are applied and if
phone address the pattern matches, the phone number is not added or removed from the DNC list.
for reject pattern
Check DNC If set to True, then the country specific format rules are applied and if the length does
phone address not match, the phone number is not added or removed from the DNC list.
for phone format
rule
OK Use to accept the summary information and then returns to the Manage DNC List
Data Sources page.

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Do Not Call (DNC) lists

Manage DNC import data source schedules page field

descriptions
Use this page to create, delete, pause, resume, and list the schedules of the DNC data source.
Field or Button Description
Data Source Displays the DNC data source name.
Name
Type Displays the DNC data source type.
Note:

You see following fields if you have at least one schedule created.
Schedule Id Displays the schedule ID.
Frequency Displays the frequency of the DNC import.
Start Time Displays the start time of the DNC import.
End Time Displays the end time of the DNC import.
Actions Click to pause the DNC import.

Note:
If you have any DNC data source in running, paused or error state then you
cannot run another instance of the same DNC data source.

Click to resume the DNC import.

Click to delete the schedule.

Add Use to add a schedule for DNC import.

Schedule creation page field descriptions

Use this page to create a Recurring or Run Once schedule for the selected DNC data source.
Use this page to create a recurring or run once schedule for the selected contact data source.
Note:
While scheduling data sources, if the data source schedule falls in the shift window with the
Daylight Savings time (DST) clock change, the schedule for the data source does not run.
If there are any country specific changes to the existing time zones, such as, addition of new time
zones, changes to the Daylight Savings Time (DST) rules, you must delete and re-create a
schedule.

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For example, Russia has announced some changes to the standard time zones with effect from
26 October 2014. If any of your data import falls in the changed time zones, you must delete and
re-create the schedules so that the import jobs continue to run properly.
The time zone field in the schedule is used to specify the schedule start time with respect to the
specified time zone. The system converts the schedule start time to the current POM system time
and runs the schedule as per the time on the POM server. The POM system scheduler honors the
DST of the current POM server and not the time zone mentioned while creating the schedule. The
system does not run the scheduled activities if the campaign director process is not running.
Field or Button Description
Start Date & Time
Date
Use the given drop-down list or you can click to specify the start date for
the scheduled import.
Time Use the text boxes to enter the start time for the schedule.
Time Zone Use the drop-down list to specify the time zone for the schedule.
Recurrence
Recurring Use the selection box to create a recurring schedule. Six frequencies are
available for recurring schedules.
• Run Every N Minutes: This option creates a job for the contact data source
every N specified minutes. For example if you specify 15 then it creates jobs
every 15 minutes. So if first job starts at 2000 hours then the second starts
at 2015 hours and so on until the finish date.
• Daily: This option creates a job daily at the start time you mention during
scheduling and continues until the finish date.
• Weekdays only: This option creates a job on all days of the week except the
weekend days that you mention in the POM Home > Configurations >
Global Configurations > Weekend days field.
• Weekly: This option creates jobs on selected days in a week. For example, if
you select Wednesday, then the weekly jobs are created on Wednesday at
the start time mentioned during schedule and so on until the finish date.
• Monthly: This option creates the jobs monthly depending on the start date
until the finish date.
• Yearly : This option creates the jobs yearly depending on the start date until
the finish date.
The following field is available only if you check the Recurring selection box.
Finish Date Use to specify the finish date for the schedule. You can use the drop-down list
to select the month or click the date picker.
Time Use to specify the finish time for the schedule.
Create Click to create the schedule.

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Add DNC data source page field descriptions

Use this page to specify basic information about DNC data source such as name, description, and
file properties.
Field or Button Description
Import DNC Data Source Information
DNC data A unique identifier for the DNC data source.
source Name
DNC data A brief description of the DNC data source.
source
Description
What to Do Use the option button to select:
• Add Address: The phone numbers and or the email addresses are added to the
DNC list.
• Remove Address: The phone numbers and or the email addresses are removed
from the DNC list.
DNC File Use the option button to select:
Location Type
• Use Local File import
• Use FTP/SFTP File import
DNC File The field details are different depending on your selection in the DNC File Location
Details Type field.
• Select Local File import if the source file is located on the local machine. You must
mention the Local path on the POM server as the path from where the file uploads.

Note:
You can import .csv files having either ANSI or UTF-8 encoding.
• Select to import using the File Transfer Protocol or Secure File Transfer Protocol.
Specify the following parameters:
- Secured: Use this check box to use a secure file transfer protocol for import.
- FTP/SFTP Host name: Specify the host name or IP address of the FTP/ SFTP
server.
- User Name: Specify the user name to connect to the FTP/SFTP server.
- Password: Specify the password to connect to the FTP/SFTP server.
- Remote Path: Specify the remote location of the file.

Note:
You cannot connect to the FTP server through a proxy server.

Advanced Options
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Field or Button Description

Check DNC If selected, then the global and country specific rejection patterns are applied and if the
phone address pattern matches, the phone number is not added or removed from the DNC list.
for reject
pattern
Check DNC "If selected, the n the country specific format rules are applied and if the length does
phone address not match, the phone number is not added or removed from the DNC list.
for phone
format rule
Add Saves the DNC data source for the selected DNC list.

If the POM database restarts during an import, you might lose some data.

Adding DNC data source

Procedure
1. In the left pane, select POM >POM Home.
2. From the drop-down menu, select Contacts > DNC Lists.
3. Click to open the Manage DNC List Data Sources page.
4. Click Add DNC Data Source.
5. Specify the Data Source Name and Data Source Description.
6. Use the option button to specify to Add Address or Remove Address.
7. Specify to import the data using Local File Import or FTP/SFTP.
If you select Local File Import, specify the local path on the POM server.
Also, if you select FTP/SFTP, specify to use the Secured transfer, the FTP/SFTP Host
Name, the User Name, the Password, and the Remote Path.
Note:
You can upload contacts from files having either ANSI or UTF-8 format.
8. Use the Check DNC phone address for reject pattern and Check DNC phone address
for phone format rules selection boxes to apply the validations to the phone numbers.
9. Click Add to add the DNC data source.
The system displays the
New DNC Data Source Added Successfully
message.
10. Click OK to return to the Manage DNC List Data Sources page.

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Edit DNC data source information page field descriptions

Use this page to edit the DNC data source.
Note:
You can edit the file location, FTP/SFTP related information, and user name and the password for
paused jobs. The changes are effective only for new import jobs that you run after saving the
changes. The existing paused or active jobs run with the old values.
Field or Button Description
Import DNC Data Source Information: You can see the following listed fields for all types of import. The
first three fields are common across all imports. Additional fields might vary depending on the import type
you chose.
DNC Data Displays the name of the DNC data source. You cannot edit the name.
Source Name
DNC Data Use to edit the DNC data source description.
Source
Description
Check DNC Use the selection box to apply the reject patterns on the phone numbers
phone addresses
for reject pattern
Check DNC Use the selection box to check the phone numbers for phone format rules.
phone addresses
for phone format
rule
Note:
If you chose import by FTP/SFTP, you see the following listed fields:
Secured Use the selection check box to use a secured DNC import.
FTP/SFTP Host Use to specify the host name or IP address of the FTP/SFTP server.
Name
User name Use to specify the user name to connect to the FTP/SFTP server.
Password Use to specify the password to connect to the FTP/SFTP server.
Remote Path Use to specify the path of the .csv file on the FTP/SFTP server.
Note:
If you chose import by local file, you see the following listed fields:
Local path on Use to specify the path of the file on the POM server.
POM server
(including file
name)
Save Use to make the changes permanent.

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Add address to DNC page field descriptions

Use this page to add an address to the DNC list. You can enter the phone number or the email
address.
Note:
When you add the phone number as a DNC address, ensure you enter the country code,
country code separator, and the phone number. If you do not add the country code, POM uses
the default country code specified in the global configuration for applying phone format, and
the rejection patterns.
Field or Button Description
Destination Phone/Email Use to specify the phone number or the email address.
Add Click to add the address to the DNC list.

Note:
You must click Save to permanently add the DNC address
to the list.
Address list Lists all DNC addresses to be added to the list.
Actions
Click to delete the address.
Save Use to save the addresses.

DNC registered contact details page field descriptions

Use this page to view the contact record details matching with the current DNC list addresses.
Note:
For a given DNC address, if you enter more than one phone number, email address or both
for the same contact record in the DNC list, the contact record is listed multiple times in the
list. For example, if a DNC list has information for phone1, phone 2, and email address for the
same contact record, the record details are listed three times in the list.
Field or Button Description
DNC Filter
Showing Contact Details For Displays the name of the DNC list for which the records are
displayed.
Enter DNC address Use to filter the records depending on the phone number or
the email address you enter.
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Field or Button Description

Search Click to filter the records based on the criteria given in the
Enter DNC address field.
Clear Search Use to clear the search output and display the entire list
contents.
Page Number Displays the current page number.
Total Pages Displays the total number of pages required to list all DNC
addreses.
Use to go to the first page.

Use to go to the previous page.

Use to go to the next page.

Use to go to the last page.

User Contact Id Displays the user identification number for the contact record.
First Name Displays the first name of the record.
Last Name Displays the last name of the record.
DNC Address Displays the email address of the record.
Contact List Name Displays the name of the contact list to which the record
belongs.
DNC Address Added On Displays the timestamp when the address was added to the
DNC list.
Actions
Click to delete the record from the DNC list.

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Chapter 20: POM servers

About POM server

The POM server consists of core POM components required to execute call, email, SMS
campaigns and agent based campaigns. It is mandatory to install POM server on primary EPM. In
case of multiple server configuration, you can also install on auxiliary EPM servers.
The POM components are:
Campaign Director
Campaign Director is a Linux service responsible for triggering campaigns and data imports at
scheduled date and time. Campaign Director is also responsible for pausing and resuming
campaigns based on user action and terminating campaigns if their finish criteria is specified. If
you install POM as a multiple server configuration, then only one campaign director is in the active
state and others are in dormant state. For a multiple server configuration, the campaign director is
responsible for assigning the contacts to be processed for any campaign across POM servers.
Campaign Director is also responsible for redistribution of load in case of failures.
Campaign Manager
Campaign Manager is a Linux service and is responsible for parsing a campaign strategy, making
voice calls, and sending SMS or email messages. Campaign Manager interfaces with one or more
EPM servers for making outbound calls.
If you configure multiple EPM servers, the Campaign Manager uses all the servers in a
synchronized manner, using all media resources available for load balancing and failover.
If you install POM as a multiple server configuration, the Campaign Manager service runs on all
POM servers. When you run a campaign, each Campaign Manager processes the contacts
allocated to the campaign by the Campaign Director.
POM Web services
The system installs web services as a part of POM server and accesses the web services from the
external applications. POM Pluggable Data Connector (PDC) uses web services to interface with
POM. You can use the Web services to access various contact attributes to play personalized
prompts or make certain decisions in the application flow.
Agent Manager
POM Agent Manager (PAM) is a Linux service and is the core module to manage and run
campaigns. You can either have agent-based campaigns or agent-less (notification) skill-based
campaigns.
By default, the Agent Manager allocates 1536 MB memory, which can be utilized for up to 500
agents. If you want to run more than 500 agents, say up to 1000 agents, then you must increase

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this memory to 3GB. To change Agent Manager memory allocation, you must run
updateAgentManagerMemory.sh script from $POM_HOME/bin folder.
PAM is responsible for distributing licenses to all voice-based campaigns. The high-level functions
of PAM include:
• Manages agent allocation and state for campaigns.
• Manage agents in a blended job. Only CC Elite configuration supports this module.
• Update the POM database with current agent related information for reporting and HA related
functionality.
• Distribute the preview and predictive agent licenses among running agent-based campaigns
and distributing outbound ports to voice notification campaigns.
• Support High Availability in case of system failures.
• Support real-time commands from POM Monitor such as minimum agents, priority, or agent-
based commands such as Forced Logoff.
Nailer CCXML application
To speed-up the process of connecting to customer call with agents, POM keeps the agent on a
continuous call. This continuous call is known as nailing. This application takes care of the agent
call control flow. An available agent is nailed at the beginning of the call session when the agent
gets attached to a job.
POM helps to enhance the agent performance by delaying the un-nailing of an agent. When the
system detaches the agent from a job, the system does not terminate the agent nailing. The next
job also uses the same nailing session. In some cases, as a result of agent optimization, the
system can nail the agent by a different application assigned to the job.
POM does not support multiline appearance on agent phones and does not check the agent
phone status for off-hook/on-hook before launching the nail-up call.
POM does not support hold on nailed calls. It does not check the agent phone status for hold/un-
hold during the nail-up. The agent must ensure that the nailed call is not put on hold to avoid
nuisance, silent, or abandoned calls to customers.
Driver CCXML application
This application takes care of the customer call control flow.
Agent Scripts
When an agent gets a call, an agent script is shown to the agent on his desktop, which contains
the script that the agent speaks to the customer.
The agent script is displayed on agent desktop to help the agent with the customer call. The agent
script can be either Native or URL based. You can create, delete, or modify the Native scripts
using a built-in editor. To use agent scripts, you must associate the agent script with a campaign
strategy for agent-based campaigns. For more information about agent scripts, see Using
Proactive Outreach Manager.
Active MQ
Active MQ is a Linux service responsible for stopping, pausing, resuming the campaign, and
import jobs. You can change the runtime parameters of campaign jobs and publish the contact
attempt information using Active MQ.

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POM servers page field descriptions

Use this page to view the existing POM servers. You can also use this page to add a POM server,
change, or delete an existing POM server.
Field or Description
Button
Selection Use this selection check box to select the POM servers to delete.
check box
POM Server A unique identifier for the POM server.
Name
Host The IP address or the host name of the POM server.
Address
Note:
Enter the IP address in the specified format of xxx.xxx.xxx.xxx.
Trace Levels The default POM trace levels can be used for monitoring.
The options are:
• Use POM Settings: The POM server uses the default trace settings specified on the
POM Settings page. Using these settings, you can specify the trace levels for all POM
servers.
• Custom: The POM server uses the trace settings for the specific POM server. To view
these settings, select a POM server from POM Server Name.
Add Opens the Add POM server page.
Delete Deletes the selected POM server. You can select POM servers using the check box next
to the POM server name.

Note:
You cannot delete a POM server until you stop all POM services. If you have
associated any campaign with the POM server on Campaign Creation Wizard page,
and you try to delete the POM server, the system displays a warning “Cannot
delete the Voice servers associated with Campaigns!".
You must first remove the association of POM server from Campaign Creation
Wizard page, and then delete the POM server. In case you single server deployment,
you must delete the campaign first before deleting the POM server.
POM Opens the POM Settings page and you can change the global settings for all POM
Settings servers.
Outbound Use to view the voice servers.
Settings
POM Use to manage the POM servers configured on the system.
Manager

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Add POM server page field descriptions

Use this page to add POM servers.
Field or Description
Button
POM Server A unique identifier for the POM server.
Name
POM Server The IP address for the POM server.
IP Address
Note:
You have to enter the IP address in the specified format xxx.xxx.xxx.xxx. Ensure that
this is the IP address of the POM server configured during installation. You can add
only one primary POM server and more than one auxiliary POM servers. Ensure you
install the primary POM server on the primary EPM. The multiple auxiliary POM
servers are associated with the primary POM server.
Continue After clicking Continue, Edit POM Server page is displayed where the license information
is given. You must select the Trust this certificate selection box and then use Save to
save the newly added POM server.

Adding POM server

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > POM Servers.
3. Click Add.
4. Specify the POM server name and the IP address.
5. Click Continue.
The POM certificate details are displayed.
6. Select Check the Trust this certificate check box to authenticate the certificate to
establish communication between the POM server and EPM.
The POM certificates are used for identifying the POM servers connected to a specific
Avaya Aura® Experience Portal system. The POM certificates are located on each POM
server. These certificates are retrieved by the primary EPM while adding a POM server
and stored in a certificate store on EPM.
7. (Optional) Click the Categories and Trace level link.
You can select to use the POM settings or the customized settings for the trace levels
using the option button.
8. Click Save to make the changes permanent.

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 Edit POM Server page field descriptions

Next steps
Restart the server for the changes to take effect.

Edit POM Server page field descriptions

Use this page to edit the POM server configuration.
Field or Description
Button
POM Server A unique identifier for POM server.
Name
Note:
You cannot change the name of the POM server once specified.
Host The host or IP address of the POM server.
Address
Note:
You cannot change the host or IP address of the POM server once specified.
POM This certificate is to validate the POM server. POM Certificate is used to connect and
Certificate access functionality of the EPM.

Note:
A similar certificate is displayed while installing POM. The displayed certificate must
be identical to the certificate established during the installation of POM.
Categories You can use these to monitor POM. You can select to use the default POM settings or
and Trace have custom settings defined. You can have the levels as:
Levels
• Off
• Fine
• Finer
• Finest
You can monitor the trace levels for:
• Campaign Director
• Campaign Manager
• Agent Manager
• ActiveMQ Manager
• Web Tracer
• Web Service Tracer
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Field or Description
Button
Note:
Restart the POM server for all changes to take effect.
Save Use to make the changes permanent.

Editing POM server

Before you begin
Ensure you configure at least one POM server.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > POM Servers.
3. On the POM Servers page, select the POM server you want to edit by clicking on the name
of the server.
Note:
You cannot edit the name of the POM server.
For changing the IP address of Avaya Aura® Experience Portal, see Administering Avaya
Aura® Experience Portal.
4. To update the POM server IP address or hostname you must reissue the POM certificate
as per the new IP address and the hostname, and then trust the new certificate in EPM.
a. Open a ssh session on the host Avaya Aura® Experience Portal server with root
privileges.
Note:
If you have the database server installed on a local sever, run the
$POM_HOME/bin/installDB.sh first and do not recreate the POM schema. In
production environment, do not install POM database schema on local
PostgreSQL.
b. Stop the vpms service by typing service vpms stop and stop the POM service
using service pom stop.
c. Run $POM_HOME/bin/do_UpdatePOMCerts.
d. Update the POM’s copy of EPM certificate by selecting Yes.
e. Reissue POM certificate carrying new IP and the hostname (if changed). by selecting
Yes.

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 Deleting POM server

Note:
If you are changing the IP address or hostname of the primary POM server, run
$POM_HOME/bin/installDB.sh to reconfigure the database connection.
When you run the $POM_HOME/bin/installDB.sh again ensure you,
• Select the same Contact Center mode that you used earlier. For example, if you
have installed POM using the Contact Center mode None, after you rerun the
$POM_HOME/bin/installDB.sh, ensure you select None again.
• Do not recreate the database schema.
• If you change the IP address of the database server, change the IP address
f. From the left pane select, EPMS > POM Home > Configurations > POM Servers.
g. Click the POM server you want the edit.
h. Change the POM server IP address. You cannot change the hostname through the
user interface.
i. Click Apply to fetch the new certificate.
j. Trust the new updated certificate.
k. Click Save.
l. Start the POM service through the user interface or by typing service POM
restart.
5. (Optional) Click the Categories and Trace Levels link to specify the trace level settings.
6. Click Save to save the changes.
The POM server page is displayed confirming the changes are saved.
Next steps
• Restart the server for the changes to take effect.
• Add all POM applications again.

Deleting POM server

Before you begin
Ensure you have configured at least one POM server.
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > POM Servers.
3. On the POM Servers page, select the POM server to delete by selecting the check box
next to the POM server name.

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4. Click Delete.
Note:
Ensure the POM Server is in 'STOPPED' state before deleting.
If you have associated any campaign with the POM server on Campaign Creation
Wizard page, and you try to delete the POM server, the system displays a warning
“Cannot delete the Voice servers associated with Campaigns!".
You must first remove the association of POM server from Campaign Creation Wizard
page, and then delete the POM server. In case you single server deployment, you
must delete the campaign first before deleting the POM server.

POM global settings page field descriptions

Use this page to configure parameters such as the maximum size of the log files, categories, and
trace levels for campaign manager, campaign director, Agent Manager, ActiveMQ Manager, Web
Tracer, and Web Service Tracer. These settings are applicable at the global level for all POM
servers. You can override or change the settings for the individual POM server through the Edit
POM server page using custom settings option in Categories and Trace Levels.
Field or Button Description
Trace Logger
Log File Use to specify the maximum size in megabytes of the trace file. Once the log file
Maximum Size reaches this size, the system creates a new log file. If creating a new log file causes
(MB) the number of logs to exceed the Number of Logs to Retain setting, the system
deletes the oldest file before it creates the new file. You can specify a value between
1 to 500. The default value is 250.
Number of Logs Use to specify the maximum number of files the POM server can retain, including the
To Retain current log file. Once this number of log files exceeds, the system deletes the oldest
log file before creating a new one. Specify a whole number between 1 to 20. The
default value is 10.
Event Settings
Event Level Use the drop-down list to monitor the events and alarm logs threshold sent by every
Threshold to POM server. Fatal alarms are always sent to the EPM. Use the drop down list to
Send to VPMS select the lowest level of events and alarms to be included in the tracing log that is
sent to the EPM. You can choose to send the event types, depending on the value
you select from the drop-down list. You can chose:
• Error: POM server sends Error and Fatal type of events and alarms to the EPM.
• Warn: POM server sends Error, Fatal, and Warning type of events and alarms to
the EPM.
• Info: POM server sends Error, Fatal, Warning, and Info type of events and alarms
to the EPM.
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 Voice server page field descriptions

Field or Button Description

Categories and Use to troubleshoot POM by setting the trace levels for Campaign Manager,
Trace Levels Campaign Director, Agent Manager, ActiveMQ Manager, Web Tracer, and Web
Service Tracer. To troubleshoot a particular area, you must set specific categories to
Fine and examine the resulting output to see if you can locate the issue. If not, set the
level to Finer and repeat the process. If you still need more data, then set the level to
Finest and keep a close watch on system resource usage. You can chose to monitor
as:
• Off: Sets trace logging for all categories to off.
• Fine: Sets trace logging for all categories to fine.
• Finer: Sets trace logging for all categories to finer.
• Finest: Sets trace logging for all categories to finest.
Note:
Click the group heading if the fields are not displayed.
You can also configure these settings from the Edit POM Server page, if you select
the Custom option.
Save Use to save the POM global settings, and go to the POM Servers page.
Apply Use to apply the current settings.

Voice server page field descriptions

The voice server is the primary POM or any auxiliary POM associated with the primary EPM. The
voice server can only be the primary EPM or auxiliary EPM of the Avaya Aura® Experience Portal
system to which the POM system belongs.
Note:
You cannot add any servers from this page. This page only lists the primary EPM and the
auxiliary EPMs associated with the primary POM server.
Field or Button Description
Name Displays the names of the primary and auxiliary EPMs associated with the primary
POM server.
IP Address Displays the IP address or host name of the primary and auxiliary EPMs associated
with the primary POM server.

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Edit voice server page field descriptions

Use this page to edit the user name and password for the primary or auxiliary EPM associated
with the primary POM server to enable the outbound calls.
Field or Button Description
Name Displays the name of the primary or auxiliary EPM associated with the primary POM
server.

Note:
You cannot change the name once specified.
IP Address Displays the IP address or hostname of the primary or auxiliary EPM associated with
the primary POM server .

Note:
You cannot edit the IP address or hostname once specified.
User Name Use to specify a Avaya Aura® Experience Portal Web administrator user name to
connect to the primary or auxiliary EPM associated with the primary POM server.

Note:
Ensure that the user has EP web services role and the outcall feature is
enabled.
Password Use to specify a Avaya Aura® Experience Portal Web administrator password to
connect to the primary or auxiliary EPM associated with the primary POM server.

Note:
Ensure that the password does not have any of the following special characters:
~, `, !, ;, \.

Editing Voice Server

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > POM Servers.
3. On the POM Servers page, click Outbound Settings.
4. Click the voice server you want to edit.
5. Specify the IP address or host name of the voice server.
6. Specify the port number to connect to the voice server.
7. Specify the Avaya Aura® Experience Portal Web administrator user name and the
password to connect to the voice server.
8. Click Save to make the changes permanent.

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 POM manager field descriptions

POM manager field descriptions

Use this page to manage the POM servers configured on the system.
Field Description
Selection Use this selection check box to select the POM servers to start or stop.
check box
Last Poll Displays the date and time when the page is last refreshed.
POM Server A unique identifier for POM server.
Name
Host Displays the IP address or the host name of the POM server.
Address
Campaign Displays the Campaign Manager status, whether the Campaign Manager is running,
Manager stopping, or stopped. To get the status of the Campaign Manager from the command line,
Status type /sbin/service/cmpmgr status.
Campaign Displays the Campaign Director status whether the Campaign Director is master,
Director dormant, stopping, or stopped. To get the status of the Campaign Director from the
Status command line, type /sbin/service cmpdir status.
Agent Displays the Agent Manager status, whether the Agent Manager is master, dormant,
Manager stopping, or stopped. To get the status of the Agent Manager from the command line,
Status type /sbin/service agtmgr status.
Active MQ Displays the ActiveMQ status, whether the Active MQ is master, dormant, stopping, or
Status stopped. To get the status of the ActiveMQ from the command line, type /sbin/service
activemq status.
Rule Server Displays the Rule Server status, whether the Rule Server is master, dormant, stopping, or
status stopped. To get the status of the Rule Server from the command line, type /sbin/
service ruleng status.
Ports In Use Displays the number of ports that are currently in use only for notification campaigns and
does not include the ports in use for agent-based campaigns. At any point of time, the
number of concurrent or simultaneous calls is equal to the number of ports in use.
Refresh Use to refresh the specified POM server/display.
Start Use to start the specified POM server. You must select the particular server that you want
to start. The Start button is greyed out until you select the POM server, and when the
server is in the Running state.
Stop Use to stop the specified POM server. You must select the particular server you want to
stop. The Stop button is greyed out until you select the POM server, and when the server
is in the Stopped state.

Starting the POM server

Procedure
1. In the left pane, select POM > POM Home..

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POM servers

2. From the drop down menu, select Configurations > POM Servers.
3. On the POM Servers page, click POM Manager.
4. On the POM Manager page, select the POM server that you want to start using the
selection check box next to the POM server name
5. Click Start.
6. Also, you can start the server from the command line by typing /sbin/service POM
start.

Stopping the POM server

Procedure
1. In the left pane, select POM > POM Home..
2. From the drop down menu, select Configurations > POM Servers.
3. On the POM Servers page, click POM Manager.
4. On the POM Manager page, select the POM server that you want to stop using the
selection check box next to the POM server name.
5. Click Stop.
6. Also, you can stop the server from the command line by typing /sbin/service POM
stop.

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Chapter 21: POM zone configuration

Manage POM zone configuration page field descriptions

Zoning is the ability of partitioning a system into multiple zones. You can create zones for better
control of resources and licenses. You can use zones for geographically distributed systems and
also for large local systems.
Note:
POM supports zoning within the same datacenter and does not support zoning across
datacenter or across geographic deployment.
For more information about zones, see Avaya Aura® Experience Portal documentation.
Use this page to manage the different zones between multiple POM servers. You can also use this
page for managing zone failover where you can allocate campaign director (CD) or agent
manager (AM) for a selected zone.
Note:
For a single POM server system set up, you do not need to change settings on this page.
For a single POM server system set up with only default zone, you can allocate only one CD and
AM.
For a single POM server system set up with multiple zones, you must manually allocate the CD
and AM to other zones. The system automatically allocates the primary CD and AM to the default
zone.
For a multiple POM server system set up with default zone you can have multiple CD, AM and
Rule Engine. The system automatically allocates the primary CD and AM to the default zone. If
needed you can change the CD and AM allocation.
Note:
If you want to change the allocation of the Agent Manager, you must first logout the agents,
then stop the Agent Manager services across all servers, and then reassign the Agent
Manager to the zones. You need to restart the Agent Manager services for the changes to
take effect.
For a multiple POM server system set up with multiple zones, you can allocate same CD and AM
to different zones or different CD and AM to different zones.

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POM zone configuration

In a multiple POM server setup, if the allocated CD or AM fails, any other running CD or AM
manages the zone. The system displays the running CD or AM as the current CD or AM for the
specific zone. When the allocated CD or AM starts functioning, it resumes the zone management
and the system displays the allocated CD or AM as the current CD or AM.
If the allocated CD or AM values are empty you cannot allocate a CD or AM to any zone. To
allocate CD or AM, add at least one POM server.
If no CD or AM is there serving the zone, the value for the current CD or AM is displayed as None.
For more information about creating and managing zones, see Avaya Aura® Experience Portal
documentation.
Field or Button Description
CD Zone Configuration
Zone Displays the list of zones created on the Avaya Aura® Experience Portal
server.
Allocated CD Specify the primary Campaign Director (CD) to assign to the specific zone.
Current CD Displays the current Campaign Director (CD) managing the specific zone.
Apply Use to apply changed Campaign Director for the zone.
AM Zone Configuration
Check box Use to select the zone, which you want to reset.
Zone Displays the list of zones created on the Avaya Aura® Experience Portal
server.
Allocated AM Specify the primary Agent Manager (AM) to assign to the specific zone.
Current AM Displays the current Agent Manager (AM) managing the specific zone.
Logged in Agents Displays the total number of agents in that zone.
Save Use to save the changed Agent manager for the zone.
Save and Apply Use to apply the changed the zone ownership from current Agent manager to
the allocated Agent manager.

POM zone licenses

Manage POM zone licenses page field descriptions

Zoning is the ability of partitioning a system into multiple zones. You can create zones for better
control of resources and licenses. You can use zones for geographically distributed systems and
also for large local systems.
For more information about zones, see Avaya Aura® Experience Portal documentation.

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 POM zone licenses

Use this page to configure POM licenses for a zone. Depending on your user role, you can view or
change the POM licenses settings for a zone.
POM has separate licenses for Outbound ports, Preview Agents, and Predictive Agents. You can
allocate licenses to different zones and then to different organizations under each zone. If you do
not have zones, all licenses are assigned to the default zone and default organization. Licenses
are not shared across zones.
For fresh installation or upgrade, the system allocates all available licenses to the default
organization of the default zone.
Note:
For upgrade, if you have enabled organizations, post upgrade to 3.0.3 or above, you must
manually assign the licenses to all organizations.
If you log in as an Org user with view only permissions for license page, you can view only those
licenses that are allocated to the organizations and zone to which the organization belongs.
The system displays the difference between sum of licenses of a type for all zones and the
System capacity as Unused licenses.
If the total number of licenses of all organizations under a zone is less than the licenses allocated
to that zone, then the system displays the remaining license count under Unallocated for that
zone.
While assigning licenses to zones and organizations remember:
• License value across all organizations in a zone cannot exceed the value you configure for a
given zone.
• License value for all zones in the system cannot exceed the system capacity of licenses in
the system.
• If you delete a zone, all licenses of the zone move to the Unused pool. The licenses are not
shared or distributed automatically to other zones.
• If you delete an organization, all licenses of the organization move to the Unallocated pool.
The licenses are not shared or distributed automatically to other organizations.
• If you increase the System capacity, then the system does not automatically reassign the
licenses to zones and organizations. The extra licenses are displayed as Unused licenses. If
required, you can manually reassign the licenses.
• If you decrease the System capacity, then the licenses are automatically proportionately
reduced from all zones and organizations within the zones.
Field or Button Description
System Capacity Displays the total available licenses. This value is the value you specify on the
Licensing page. For more information, see License Settings page field
descriptions on page 37.
Unused licenses The system displays the difference between sum of licenses of a type for all
zones and the System capacity as Unused licenses.
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Field or Button Description

Zone Displays the zones created in Avaya Aura® Experience Portal.
Organization Displays the organizations associated with the specific zone.
Outbound Ports Displays the distribution of available outbound ports across zones and
organizations.
Preview Displays the distribution of available preview agent licenses across zones and
organizations.
Predictive Displays the distribution of available predictive agent licenses across zones
and organizations.
Unallocated Displays the difference between the licenses allocated to a zone and the sum
of licenses allocated to all organizations under that zone.

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Chapter 22: Configurations

About global configurations

You can use global configurations to manage the settings across all campaigns. You can configure
settings such as call settings, email settings, campaign settings etc. You can override these
settings at the individual campaign level or campaign strategy level.

Manage global configuration page field descriptions

Use this page to manage the global configuration settings across POM system.
Field or Button Description
Reset Use this to reset all values on the page to the default values. After the values are
reset, you must apply the changes for the changes to take effect in the POM
database.
Call Settings
Maximum Call Displays the maximum time specified in minutes for which the call is active. The
Time (min) default value is 60 and the minimum and the maximum values are 5 and 120
respectively.
When a voice campaign is running and POM server places calls to the various
contacts, in the event of any server malfunctions such as crash or hang situations,
POM server might not get notifications for completion of calls. In such cases, the POM
ports engaged in the calls are not released and the reports are not updated. To
prevent this, POM server starts a timer having duration equal to the value specified for
this field. If POM server cannot get any notification about the call completion within
this duration, it updates the records and performs related cleanup activities.
Set this value to the maximum anticipated Call Duration. Setting this value too less
can result in premature cleanup activities resulting in system malfunction. Setting this
value too large can delay recovery of system in the event of server crash.
Maximum Call Displays the maximum interval specified in minutes to wait for the first disposition from
In-Progress time a call after which, the POM server asserts that the call is hanged. The default value is
(min) 5 and the minimum and the maximum value is 1 and 15 respectively.
When a voice campaign is running and POM server places calls to the various
contacts, then this field sets the maximum time for which POM server can wait for
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Field or Button Description

receiving the first disposition for the call attempt. If POM server does not receive the
disposition in this specified time, then it assumes that the attempt failed and it will
abort the attempt. Setting this value to larger value than the default can delay
recovery of system in case of failures while setting this value too small can cause
malfunctioning and undesired multiple calls to same contact in case there are genuine
delays.
Override PAI If you select the check box, the system overrides the PAI (P-Asserted-Identity) set at
with Sender's platform level, with the sender’s address field from the campaign strategy. You can
Address use the check box for both Agent mode and None mode. If you are using the None
mode, and the agents are attached to a predictive campaign, the changes take effect
immediately. If the agents are attached to a preview campaign, the agents must login
again for the changes to take effect.
Campaign Settings
Weekend days Displays the days of the weekend for the campaign. You can set any day(s) as
weekend days. In some cases the weekend holiday is some day other than Saturday
and Sunday. In campaign strategy this value is used to determine the week days if
“weekdays only” property is set in the address node. The default value is Sunday.
Maximum In case of non-agent campaigns, if POM detects a live voice for the call and, if the first
allowed prompt is not played within 2 seconds, then POM treats the call as a silent or nuisance
nuisance rate call. In case of agent-based campaigns, if POM detects a live voice for the call and
does not find an agent in 2 seconds, then POM treats the call as a silent or nuisance
call. The POMDriver application records the offsets of the 'start of voice' timer, and the
first prompt play time from the connect in the database. When the first prompt play
offset - 'start of voice' offset is > 2000 milliseconds, and the result is 'live voice', POM
counts the call as nuisance call.
You can configure the false positive rate for nuisance rate calculations from
Configurations > Global Configurations, or from campaign creation wizard.
The Nuisance Rate is calculated using the following formula:
Nuisance % = (Total number of nuisance calls + (Total number of answered calls *
False Positive Rate) / (Total number of nuisance calls + Total number of answered
calls)) * 100.
The answered calls are the calls which are answered by human and are handled by a
live agent. In case of agent-less campaigns, the answered calls are the calls with
ANSWER_HUMAN completion code.
The default value is 3. The minimum value is 0.1 and the maximum value is 99.0
When the nuisance rate exceeds the configured value for a campaign, then POM
generates an alarm POMCD003. If the nuisance rate exceeds the configured value for
the day, then POM generates an alarm P_POMCD918. POM checks and calculates
the nuisance rate at the interval of every 20 seconds. In some cases, some live
connects are detected falsely as answering machine connects. You need to consider
such cases and then reduce the value based on the estimate of false answering
machine detects. Hence, for the default value of 3, if it is estimated that 0.25 of all live
connects are detected falsely as answering machines, then configure the value as
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 Manage global configuration page field descriptions

Field or Button Description

2.75. The campaign administrator needs to take an appropriate action upon receiving
alarms.
For more information about the 'start of voice' timer and 'live voice', see the
POMDriver application from shipped applications on page 395.
Minimum Job Displays the minimum number of contact records that must be available for the
Size Campaign Director to start attempting, even if the job status is Filter in progress. Once
the number of filtered records are greater than or equal to the job size you specified,
POM server launches the call immediately. If the number of filtered records are less
than the job size you specified, then the calls are launched once all contacts are
filtered. The default value is 1000 and the minimum and the maximum values are 100
and 20000 respectively.
Campaign data Use to configure the number of records for export data per file. This writes 65000 lines
export limit per in one .csv file. The size determines the number of records in one .csv file. You can
file (Number of specify the number of records per file. The default value is 65000. You can specify any
records) value between 1500 to 500000 lines.
Campaign data Displays the path of the folder where an export file containing the campaign
export folder processed contact records are created while running a campaign. You must configure
this path across all POM servers. The default folder is $POM_HOME/Export. Ensure
that the folder has permissions and belongs to the avayavp:avayavpgroup, else
the export is not successful.
Maximum This parameter is applicable for preview campaigns. The call is transferred to the
preview time agent, and the agent is previewing the call. During this time, for example, if the
(min) desktop crashes, then the call state remains as preview for a long time. The time
interval in minutes that you specify is allocated to clean up the call state. The
minimum and the maximum values are 5 minutes and 30 minutes respectively. The
default value is 10 minutes.
POM Monitor This parameter decides which interval data must be retained. POM deletes interval
Interval Data data before configured value from current time. The minimum and the maximum
retention period values are 62 minutes and 2880 minutes respectively. The default value is 62 minutes.
(min)
Note:
If you make any change to the POM Monitor Interval Data retention period
(min), you must restart the Campaign Director for the changes to take effect.
POM Monitor This parameter decides after what time data in POM real time monitor is refreshed.
refresh interval The minimum and the maximum values are 2 seconds and 120 seconds respectively.
(sec) The default value is 10 seconds.
Maximum POM This parameter decides the maximum active concurrent POM monitor sessions
monitor allowed. The minimum and the maximum values are 5 and 500 respectively. The
concurrent default value is 25.
sessions
POM Monitor This parameter decides the number of agent records that are displayed on the Active
agent page size Agent Screen and Agent Voice Task View. The minimum and the maximum values are
10 and 100 respectively. The default value is 30. If you change the value, refresh the
POM Monitor session for the changes to take effect.
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Field or Button Description

AMD false False positives are live recipients of a call which are mistakenly identified as
positive rate answering machines and therefore, are either played an answering machine message
or are hung up depending on the prevailing strategy to manage answer machines at
the time. System considers such calls as nuisance calls alongside abandoned calls
and so, require an estimate to include in the abandoned rate calculation. To support
the legal requirements, POM provides an option to configure the false positive rate.
Use AMD False Positive Rate to specify the false positives. AMD False Positive
Rate is used in the nuisance rate calculation. You can also specify this parameter on
campaign creation wizard. If you specify the AMD False Positive Rate on campaign
creation wizard, it overrides the default value specified on the Global Configurations
page.
Ignore Un- Select this check box if you do not want to generate history for the contacts that are
attempted not dialled by the campaign manager.
contacts from
reports
Callback Parameters
Enable time Enable time restriction is a flag to indicate whether to apply time restriction for callback
restriction or not. If you enable the flag, you can monitor the guard time of the call node of the
selected campaign strategy and the guard time of the phone format based on the
geographical location of the contact number before dialing a callback to customer. The
default value is false.
Apply DNC Apply DNC is a flag for DNC restrictions for callback. If you set the flag to true,
callbacks scheduled on DNC restricted addresses will get restricted, and if you set the
flag to false, callbacks scheduled on DNC restricted addresses will not get restricted.
The default value is true.
Default end time Use to specify the time in minutes for default callback expiry. After the specified time,
offset (min) POM does not callback the given contact. The default value is 30 minutes and the
minimum and the maximum values are 5 and 1440 respectively.
Retry time (min) Use to specify the time in minutes for default callback retry time. POM postpones the
callback for the specified time period for the given contact. The default time is 30
minutes and the minimum and the maximum time is 5 and 360 respectively.
Pre interval time Use to specify the time in minutes before scheduled time that the callback must be
(min) picked up. The default time is 2 minutes and the minimum and maximum values are 1
and 30 respectively.
Maximum in The Campaign Manager releases any callback that is in Callback_In_Queue state
queue time (min) after the specified time. The Campaign Manager also marks the contact as Attemp
Timeout, to release the outbound port. The default value is 30 minutes and the
minimum and the maximum values are 5 and 60 respectively.
Maximum Use to specify the maximum preview time for callback in seconds. The default value is
preview time 45 seconds and the minimum and the maximum values are 0 seconds and 300
(sec) seconds respectively.
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Field or Button Description

Note:
If you set the callback preview time to 0 seconds, then the agent cannot cancel
the callback.
Pacing Parameters
Initial call hit This parameter is applicable only for cruise control and ECR pacing. The value you
rate specify here is used as an initial value for the algorithm to calculate the hit rate at
runtime. The minimum and the maximum values are 0.01 to 1.0 respectively. The
default value is 0.5. The system uses this value to process the calls initially for 5
minutes. After 5 minutes, the system calculates the actual hit rate.
Initial handle This parameter is applicable only for cruise control and ECR pacing. The value you
time (sec) specify here includes the actual call time and the wrapping up time required for the
agent to end the call. The minimum and the maximum values are 1 second and 3600
seconds respectively. The default value is 60 seconds.
Contacts
Global date Displays the global date format. Use the drop-down list to choose the date format. The
format default value is DD-MM-YYYY hh:mm:ss.

Note:
The date format you select is used for all date and the time comparisons while
doing some of the POM operations such as contact import, creating campaign
strategy. For example, if you have an attribute MeetingTime with the data type as
DATE, TIME, or TIMESTAMP then the records for this attributes must match with
the global date format.
Ensure that the you set the global date format to match date setting as per the
language selected on Speech Server (TTS). For example if the language pack is
set to en-US on TTS, set the global date format as MM-DD-YYYY on POM
server in the Global Configuration page.
Following is the list of supported date formats:
• DD-MM-YYYY
• MM-DD-YYYY
• YYYY-DD-MM
• YYYY-MM-DD
• DD.MM.YYYY
• MM.DD.YYYY
• YYYY.DD.MM
• YYYY.MM.DD
• DD/MM/YYYY
• MM/DD/YYYY
• YYYY/DD/MM
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Field or Button Description

• YYYY/MM/DD
While importing contacts, the contact attributes are validated against the Global Date
format. The custom attribute values are stored in the database in a fixed format. The
attribute data-types and the corresponding format used to store the attributes in
database are as follows:
• Date: The Date format is stored as dd-MM-yyyy
• Time: The Time format is stored as HH:mm:ss
• Timestamp: The Timestamp is stored as dd-MM-yyyy HH:mm:ss
The Global Date format is used for validating attributes while importing contact data,
to display the attribute values in contact browser, and to validate the user input value
in campaign creation wizard.
Contact import Displays the number of records either from a file or database committed to the POM
batch size database as a single batch while importing. The default value is 500 and the minimum
and the maximum values are 10 and 2000 respectively.
Contact delete Displays the number of contact records marked for deletion at one time from the POM
batch size system for the given job. The default value is 1000 and minimum and the maximum
values are 10 and 2000 respectively
Contact filter This value specifies the number of contact records to be filtered for a job in a single
batch size batch. While running a campaign, the contact records matching the given filter criteria
are filtered and queued for the campaign for processing in batches. This parameter
specifies the size of a single batch. The default value is 500. The minimum allowed
value is 10 and the maximum allowed value is 2000.
DNC update Displays the number of records after which the DNC records are committed to the
batch size POM database during DNC import. The default value is 50 and the minimum and the
maximum values are 10 and 2000 respectively.
Contact export This value specifies the number of contact records to be exported in a single batch.
batch size The default value is 500. The minimum and the maximum values are 10 and 7000
respectively.
Home country Use the drop-down list to select the home country. POM marks this country as the
default country. The default value is “USA and Canada”.
Country code Use the drop-down list to select the country code separator. The default value is “#”.
separator
FTP time out Use to specify the time after which the FTP connection times out. You can set the
(msec) minimum value as 10000 milliseconds and the maximum value as 900000
milliseconds. The default value is 60000 milliseconds.
Record Use to store the import status in the POM database. If set to false, then POM does not
successful store the successful contacts import status in the POM database. The default value is
import false.
Recorder
Enable Recorder Use to enable the recording client.
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Field or Button Description

Enable Secured Use to enable TLS based secured connection between POM and the recorder
Connection application. When disabled, POM establishes TCP based unsecured connection with
the recorder.
Recorder port If you set the Enable Secured Connection flag to true, then POM can start
communicating with the recorder through a secured connection over port 7998. The
default port value is 7999 for unsecured communication.
Agent Settings
Maximum job Maximum job waiting duration (min) is the time duration in minutes after which the
waiting duration system generates an alarm for an outbound agent that is not associated with any job.
(min) If an agent is starving for the job, this alarm gets generated based on this duration.
The minimum and the maximum values are 10 minutes and 60 minutes respectively.
The default value is 20 minutes.
Minimum job Use to specify the time period in minutes for which the agent must be in the job. The
attachment default value is 15 and minimum and the maximum values are 1 and 480 respectively.
period (min) POM considers this value when you try to move any agent from current job to another
job through the POM Monitor, or if any agent is attached to any job, the agent cannot
be released till the minimum job attachment period you specify has elapsed. For
example you have specified the value as 15 minutes. The agent A is attached to job A
for 12 minutes and you try to move the agent A to job B, the agent cannot be moved
as the minimum value is set to 15 minutes. You can move the agent only after 15
minutes.
POM overrides this value in case there are more available agents than the number of
available licenses. In such cases, irrespective of the time period you have specified,
POM will release agents to jobs depending on the agent requirement.
Nailing interval Use to specify the minimum time interval in seconds between the two nailing attempts
retry (sec) for a specified agent. The default value is 20 and the minimum and the maximum
values are 1 and 1800 respectively.
Call queue For agent-based campaigns, when an agent is unavailable, and you have checked the
Call queue flag, the system queues the call. If the agent becomes available before
the call disconnects, the system then connects the call. By default the Call queue flag
is unchecked.

Note:
If you make any changes to the Call queue flag, you must restart the agent
manager service to ensure the changes take effect.
Nailup call CLID The system displays the value you specify in the sender’s address of a nailup call of
an agent. If you have provided a PAI value at the platform level, these values are not
applicable.
Override PAI for If you select the checkbox, you can override the PAI for external consult calls with
external consult either the unique nail up call CLID or agent extension based on the value you select in
calls the ANI for external consult calls field.
ANI for external Whenever an agent initiates an external consult call, the system displays the ANI as
consult calls either the unique nail up call CLID, or agent extension of the agent who initiates the
external consult call. The default value is nail up call CLID.
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Field or Button Description

Miscellaneous
POM poller Use to specify the POM poller time interval in seconds after which the POM poller
polling interval keeps polling the EPM. POM poller is important for synchronizing various POM related
(sec) configurations between POM server and EPMS plug-in such as licensing information,
POM applications, POM users, and ports. The default value is 5 and the minimum and
the maximum values are 1 second and 60 seconds respectively.
Agent script Use to set the time in minutes when the agent script editor is saved automatically. The
editor auto save minimum and the maximum values are 1 minute and 10 minutes respectively. The
time (min) default value is 1 minute.
Advanced settings
JMS listen port The default value is 51616. You can change the value, but for the changes to take
effect you must make changes to the port number in the ActiveMQ file at
$POM_HOME/apache-activemq-5.10.0/conf/activemq.xml. After making the
changes, you must restart the POM service. For more information, see the Active MQ
documentation at http://activemq.apache.org/xml-configuration.html.
To monitor POM's Active MQ for troubleshooting, use the URL http://<Master
ActiveMQ IP address>:8161. For conflict, you can change the default port. To change
the port you must login to the POM server, type cd $POM_HOME/$POM_ACTMQ_DIR/
conf, and edit jetty.xml to change the port property under connectors node. If you
have more than one POM servers, you must login on every POM server and make the
change.
Pacer base port Using the pacer base port, the Campaign Manager communicates with the pacer
situated within the Agent Manager. The port is specific to a zone and for every zone
you need a different port. The default value is 9995. The minimum value is 1024. At a
time you can have maximum 15 zones. So, 15 ports are used for communication if all
zones are handled by one Agent manager server. For example, if you have a single
box system with 3 Zones, then the ports get assigned to the zones as shown below:
• Zone1: 9971
• Zone2: 9972
• Zone3: 9973
If zones are distributed across server, then the same port number is used. For
example, if you have three POM servers and three zones, with one zone on each
server, then the ports get assigned to the zones as shown below: :
• Zone1: 9995
• Zone2: 9995
• Zone3: 9995
Router base port Using the router base port, the router situated within Agent Manager communicates
with the Nailer and Driver application situated within the application server. The port is
specific to a zone and for every zone you need a different port. The default value is
7779. The minimum value is 1024. At a time you can have maximum 15 zones. So, 15
ports are used for communication if all zones are handled by one Agent manager
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Field or Button Description

server. For example, if you have a single box system with 3 Zones, then the ports get
assigned to the zones as shown below:
• Zone1: 7779
• Zone2: 7780
• Zone3: 7781
If zones are distributed across server, then the same port number is used. For
example, if you have three POM servers and three zones, with one zone on each
server, then the ports get assigned to the zones as shown below:
• Zone1: 7779
• Zone2: 7779
• Zone3: 7779
Agent manager Using the agent manager base port, the Agent Manager communicates with the
base port desktop through Agent API provided in Agent SDK. The port is specific to a zone and
for every zone you need a different port. The default value is 9970. The default value
is used as management port for all zones managed by that server. Next values are
used for zones. The minimum value is 1024. At a time you can have maximum 15
zones. So, 15 ports are used for communication if all zones are handled by one Agent
manager server. For example, if you have a single box system with 3 Zones, then the
ports get assigned to the zones as shown below:
• Zone1: 9971
• Zone2: 9972
• Zone3: 9973
If zones are distributed across server then same port number is used. For example, if
you have three POM servers and three zones, with one zone on each server, then the
ports get assigned to the zones as shown below:
• Zone1: 9971
• Zone2: 9971
• Zone3: 9971
Maximum Use to specify the maximum simultaneous jobs POM can run at any given time. The
concurrent jobs minimum and the maximum values are 1 and 1000 respectively. The default value is
50. The number of maximum simultaneous jobs will be ‘variable’ and it will be depend
on the number of handlers used in the strategies associated with the jobs.
Maximum ports Use to specify the maximum number of port licenses used by POM server. The default
per server value is 1200 and the minimum and the maximum values are 100 and 5000
respectively.
Apply Use to make the changes permanent.

Related links
Configuring POM for securing the calls over SRTP on page 302

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Configurations

Enabling secured connection with Recorder

About this task
POM provides an option to establish a secure TLS based connection with the recorder. You can
enable or disable the TLS based connection using the Global Configurations page in POM.
Perform the following steps to enable a secured connection with the recorder:
Procedure
1. From the left pane, select POM > POM Home.
2. From the drop down menu, select Configurations > Global Configurations.
3. On Manage Global Configuration page, in Recorder section, select Enable Recorder
check box.
4. Select Enable Secured Connection.
The Recorder port changes to 7998 for secured connection.
Important:
Ensure you restart the POM services whenever you enable or disable the secured
connection with the recorder.
5. Export the POM server certificate from Configurations > POM Servers.
6. Update the trust store of the recording client with the exported certificate for establishing a
secure connection between POM and the recorder application.
Note:
For multiple server deployment of recording application, all deployed application
instances must contain the exported certificate in respective trusted store. Similarly, in
case of multiple POM server deployment, copy the server certificate of every POM
server to the trust store of every recording application.
7. Restart the POM services by logging into POM server with root credentials and issuing the
command: /sbin/service POM restart.
Result
On successful handshake, a socket connection is established on 7998 port. All the recording
events from POM flow over this socket connection in the form of XML messages to the recorder
application.

Configuring POM for securing the calls over SRTP

About this task
To secure the customer and the agent's Nailup call, the media has to be sent over SRTP. For this,
MPP provides 'use_protocols' hints to be leveraged by CCXML applications while launching the

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 Configuring POM for securing the calls over SRTP

calls. To achieve this, POM provides a database configuration which guides the Call launch/SIP
Invite over the desired SIP protocol.
Before you begin
MPP patch supporting 'use_protocols' hints in the “createcall” API, or EP 7.1 or above which
would be officially supporting these hints.
Procedure
1. Configure VOIP connection with TLS and SRTP enabled.
2. Stop POM service.
3. Update config_value of pim_config table for config_name = "SIP_PROTOCOLS". The
possible values for config_value are as shown below:
Value Description Database Query
sips,sip This is the default value using Update pim_config set
which calls will be launched config_value="sips,sip" where
over sips first, and in case of config_name="SIP_PROTOCO
failure, will be retried over sip. LS"
*sips,sip This enforces any tel or sip Update pim_config set
URI to be converted into sips. config_value="*sips,sip" where
config_name="SIP_PROTOCO
LS"

4. Start POM service.

5. Launch the POM campaigns and trace the SIP flows.
6. Verify the outbound INVITE, the SDP offer must have SRTP.

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Chapter 23: Purge schedules

Purge schedule configuration page field descriptions

Use this page to define the purge schedule configuration settings.
Field or Description
Button
Campaign Data Purge Schedule: Use to delete all contact attempt records for the completed jobs before
the campaign data retention period. In case of infinite campaigns, all the archived contact attempt records
before the campaign data retention period are purged.
For agent-based campaigns, the campaign data purge also purges all agent related data.
Purge Use the option button to enable purging of campaign data records.
records
Campaign Use this to retain the campaign data for the specified number of days. All records older
data than the number of days specified in data retention period are purged.
retention
period Note:
If you make any changes in the purge schedule, ensure you change the configured
rules accordingly if required, because you cannot configure rules with duration
greater than the data retention period for restricted attempts.
Daily run at The campaign data is purged at the time you specify in the Daily run at field.
Import Data Purge Schedule: Use to delete all import history for all completed jobs before the import
data retention period.
Purge Use the option button to enable purging of import data records.
Records
Import Data Use this to retain the import data for the specified number of days. All records older than
Retention the number of days specified in data retention period are purged.
Period
Daily run at The import data is purged at the time you specify in the Daily run at field.
Apply Use this to make the changes permanent.

Purging campaign data

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 Purging import data

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop down menu, select Configurations > Purge Schedules.
3. Use the option button Purge Records to purge the campaign data.
4. If you select Yes, specify the Campaign Data Retention Period as number of days and
Start Time in hours, minutes, and seconds format.
You can use the drop-down menu to select the values for specifying the start time.
5. Click Save to make the changes permanent.

Purging import data

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop down menu, select Configurations > Purge Schedules.
3. Use the option button Purge Records to purge the import data.
4. If you select Yes, specify the Import Data Retention Period as number of days and Start
Time in hours, minutes, and seconds format.
You can use the drop-down menu to select the values for specifying the start time.
5. Click Save to make the changes permanent.

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Chapter 24: Phone formats

About phone formats, reject patterns, time zone area code

mapping, and dialing rules
POM supports new features for the phone numbers and depending on the settings you configure,
saves the phone number in the database and applies the specified phone formats, reject patterns,
or dialing rules.
Phone formats
POM supports all G13 and other countries and provides a list of the countries supported. You can
add any country that is not existing in the POM database. To add a new country, you must specify
the country code, country name, the standard phone number length, and the phone prefix. All
information that you enter is stored in the POM database. When you specify the standard phone
length, the minimum phone number length has to be greater than zero, and the maximum length
can be 99. POM displays the default values for minimum phone length as 3 and for maximum
phone length as 15.
If the standard phone number length is lesser than standard phone minimum length, then POM
prefixes the digits you specify to the phone number, and then checks whether number is between
standard phone minimum length and standard phone maximum length, before the number is
imported in the contact list. This ensures that all phone numbers are stored in a consistent
manner. If the number does not fit in the standard format, then it gets rejected.
Reject patterns
You can apply or use reject patterns for standard phone numbers. You can specify the reject
pattern either at a global level or a country specific level. While importing phone numbers in the
POM database, POM validates the phone numbers against the reject patterns, and if the phone
number matches any of the reject patterns, then such phone numbers are not imported.
POM provides a list of predefined global patterns and the country specific reject patterns. You can
have user defined reject patterns using the predefined special characters and the digits.
The global patterns are:
• *0000000*: A number starting with any digits, followed by 7 zeros, followed by any digits. For
example, 34000000045.
• *8888888*: A number starting with any digits, followed by 7 eights, followed by any digits. For
example, 2388888887.
• *9999999*: A number starting with any digits, followed by 7 nines, followed by any digits. For
example, 199999992.

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 About phone formats, reject patterns, time zone area code mapping, and dialing rules

For the list of default country specific reject patterns, refer to Default phone reject patterns for
countries on page 327.
You can specify user defined patterns using the digits and the special characters:
• digits: You can use any whole number.
• *: Use as a wild card character. For example, 999* means any number starting with 999.
• -: Use to specify a range of numbers. For example, 1–3, means any number from 1 to 3.
• ?:Use to specify a single digit. One ? means 1 digit. For example, 9?? means any 3 digit
number starting with 9.
• [ ]: Use to specify either one of the number in the brackets. For example, [0–1] means any
number starting with 0 or 1.
Time zone and area code mapping
POM provides a way to automatically determine the time zone for a phone number with area code
and the phone starting digits. You can map one country to multiple time zones and one time zone
can have multiple area codes.
You can set a default time zone for any country. If the phone number does not match with any
area codes mapped with time zone for that country, then POM maps the default time zone to the
phone number.
If the country code associated with the phone number is not found in the POM database, POM
does not import the phone number.
POM uses the following thumb rule to determine the time zone for a phone number:
Time zone Mapping Result
No time zone NA POM uses the time zone of the zone in which the
defined for the contact is imported.
country
Only one time zone No mapping defined for As the country has only one time zone defined,
defined for the country POM uses that time zone and does not consider
country Only one area mapping the other mappings.
defined for time zone
Multiple area code mapping
for a time zone
Multiple time zones The phone number matches POM uses the matched time zone.
defined for the with any one of the time zone
country and the area code mapping

Dialing rules
POM uses the dialing rule to convert the standard phone number to a dial format number. The
dialing rule considers the standard phone number along with country code as an input and based
on the country code, POM applies the dialing rules. You can specify a prefix and a strip for the
phone number while specifying a dialing rule.
A default dialing rule has an empty area code and the phone starting digits. You can have only
one default dialing rule for a country.

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Phone formats

Strip means the number of digits to strip from the standard phone number, before applying the
prefix.
Prefix means the number and type of characters to prefix to the standard phone number. For
example, you can use #, or * as a prefix.
You can specify multiple dialing rules for one country . The rules are distinguished by number of
digits to strip and digit to prefix. So, you must have the a unique combination of number of digits to
strip and digits to prefix for a specific country.
Tip:
For more examples on each feature, see Examples on page 324.

Manage country specific setting page field descriptions

Use this page to specify country wise phone setting.
Field or Button Description
Show information only for Use the drop-down list to select the country for which to search the
country phone formats.
Go Use to start the search.
Country Code Displays the country code.
Country Name Displays the country name.
Standard Phone Length Displays the standard phone length for a country.
Phone Prefix Displays the prefix for a country.
Actions Click to manage the phone reject patterns.

Click to manage the time zone area code mappings.

Click to manage the dialing rules.

Click to delete the phone format rule.

Add Use to add a new country with phone formats.
Global Phone Reject Patterns Use to add global reject patterns for phone numbers.

Manage Phone Number Reject Patterns page field

description
Use this page to define country specific reject patterns for the phone numbers. Before uploading
any phone number POM checks the global and country specific reject pattern, and if the number
matches with any of these patterns , then the number gets rejected.

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 Add phone reject pattern page field descriptions

Field or Button Description

Country code Displays the country code
Country name Displays the country name
Pattern Matching Use to specify the phone number pattern which must be rejected. POM rejects
Criteria all phone numbers which match this pattern. Reject patterns can be:
• digits
• *: Use as a wild card character. For example, 999* means any number
starting with 999.
• -: Use to specify a range of numbers. For example,1–3, numbers from 1 to 3.
• ?: Use to specify any single digit. One ? means 1 digit. For example 9??
means any 3 digit number starting with 9.
• []; Use to specify either one of the number in the brackets. For example, [0–
1] means any number starting with 0 or 1.
POM provides a list of countries and the predefined reject patterns. For more
information about the reject patterns associated with countries, see Default
phone reject patterns for countries on page 327.
For examples, see Examples on page 324.
Description Use to specify a brief description for the reject pattern.
Actions
Use to remove or delete the pattern.
Add Use to add the reject pattern.

Add phone reject pattern page field descriptions

Use this page to add a phone reject pattern.
Field or Button Description
Pattern Matching Criteria Use to specify the phone number pattern which must be rejected. POM
rejects all phone numbers which match to this pattern. Reject patterns
can be:
• digits
• *: Use as a wild card character. For example, 999* means any number
starting with 999.
• -: Use to specify a range of numbers. For example,1–3, numbers from 1
to 3.
• ?: Use to specify any single digit. One ? means 1 digit. For example
9?? means any 3 digit number starting with 9.
• []; Use to specify either one of the number in the brackets. For example,
[0–1] means any number starting with 0 or 1.
Table continues…

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Phone formats

Field or Button Description

POM provides a list of countries and the predefined reject patterns. For
information about the reject patterns associated with countries, see
Default phone reject patterns for countries on page 327.
For examples, see Examples on page 324.
Description Use to specify a brief description for the reject pattern.
Add Use to add the reject pattern.

Adding phone reject pattern

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. On the Manage Country Specific Setting page, click .
4. On the Reject Phone Numbers page, click Add.
5. Specify the value for the Pattern matching criteria.
6. Click Add to make the changes permanent.

Add country page field descriptions

Use this page to add a new country.
Field or Button Description
Country Name Use to specify a country name to add a new setting.
Country Code Use to specify a country code.
Standard Phone Minimum Use to specify the minimum length for the standard phone number. You
Length can add any number up to 99 except 0.
Standard Phone Maximum Use to specify the maximum length for the standard phone number.
Length You can add any number up to 99 except 0.
Phone Prefix Use to specify digits that are prefixed to the phone number while
importing. If the phone number length is lesser than standard phone
minimum length, then the digits you specify in the field are prefixed to
the phone number before the number is imported.
Save Use to make the changes permanent.

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 Adding country

Adding country
Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. Click Add on the Manage Country Specific Setting page.
4. Specify the Country name, Country Code, Standard phone minimum length, Standard
phone maximum length, and phone prefix.
5. Click Save to make the changes permanent.

Edit phone number parameters page field descriptions

Use to edit the phone number parameters.
Field or Button Description
Country Name Displays the country name.
Country Code Displays the country code.
Standard Phone Minimum Use to specify the minimum length for the standard phone number. You
Length can add any number up to 99 except 0.
Standard Phone Maximum Use to specify the maximum length for the standard phone number.
Length You can add any number up to 99 except 0.
Phone Prefix Use to specify digits that are prefixed to the phone number while
importing. If the phone number length is lesser than standard phone
minimum length, then the digits you specify in the field are prefixed to
the phone number before the number is imported.
Save Use to make the changes permanent.

Editing phone number parameters

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. On the Manage Country Specific Setting page, click the country name which you want to
edit.
4. Specify the value for the Standard phone minimum length, Standard phone maximum
length, and phone prefix fields.

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Phone formats

5. Click Save to make the changes permanent.

Manage global phone reject pattern page field

descriptions
Use this page to manage the global phone reject patterns. Global reject patterns are applicable for
all countries. Any phone number matching with these patterns gets rejected.
Field or Button Description
Pattern Matching Use to specify the phone number pattern which must be rejected. Any standard
Criteria phone number matching with global reject pattern is not imported.POM
provides a list of the global phone reject patterns:
• *0000000*: Any number which includes 7 zeros.
• *8888888*: Any number which includes 7 eights.
• *9999999*: Any number which includes 7 nines.
You can also have user defined patterns:
• digits
• *: Use as a wild card character. For example, 999* means any number
starting with 999.
• -: Use to specify a range of numbers. For example,1–3, numbers from 1 to 3.
• ?: Use to specify any single digit. One ? means 1 digit. For example 9??
means any 3 digit number starting with 9.
• []; Use to specify either one of the number in the brackets. For example, [0–
1] means any number starting with 0 or 1.
POMprovides a list of countries and the predefined reject patterns. For details
on the reject patterns associated with countries, refer to Default phone reject
patterns for countries on page 327.
For examples, see Examples on page 324.
Description Use to specify a brief description for the reject pattern.
Actions
Use to remove or delete the pattern.
Add Use to add the reject pattern.

Add global phone number reject pattern

Use this page to add a global phone number reject pattern.

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 Adding global phone number reject pattern

Field or Button Description

Pattern Matching Criteria Use to specify the phone number pattern which should be
rejected. Any standard phone number matching with global
reject pattern is not imported. POM provides a list of the global
phone reject patterns:
• *0000000*: Any number which includes 7 zeros.
• *8888888*: Any number which includes 7 eights.
• *9999999*: Any number which includes 7 nines.
You can also have user defined patterns:
• digits
• *: Use as a wild card character. For example, 999* means
any number starting with 999.
• -: Use to specify a range of numbers. For example,1–3,
numbers from 1 to 3.
• ?: Use to specify any single digit. One ? means 1 digit. For
example 9?? means any 3 digit number starting with 9.
• []; Use to specify either one of the number in the brackets.
For example, [0–1] means any number starting with 0 or 1.
POM provides a list of countries and the predefined reject
patterns. For information about the reject patterns associated
with countries, see Default phone reject patterns for
countries on page 327.
For examples, see Examples on page 324.
Description Use to specify a description for the reject pattern.
Save Use to make the changes permanent.

Adding global phone number reject pattern

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop down menu, select Configurations > Phone Formats.
3. On the Manage Country Specific Settings page, click Global Phone Number Reject
Patterns.
4. On the Manage Global Phone Number Reject Pattern page, click Add.
5. Specify the values for the Pattern Matching Criteria and the Description fields.
6. Click Save to make the changes permanent.

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Phone formats

Edit global phone number reject pattern page field

descriptions
Use this page to change the global phone number reject pattern.
Note:
If you change a reject pattern after uploading contacts, then the changed reject pattern is not
applicable to exiting contact records. The new reject pattern takes effect only for uploads you
run after the new reject pattern is saved.
Field or Button Description
Pattern Matching Use to specify the phone number pattern which must be rejected. Any
Criteria standard phone number matching with global reject pattern is not imported.
POM provides a list of the global phone reject patterns:
• *0000000*: Any number including 7 zeros.
• *8888888*: Any number including 7 eights.
• *9999999*: Any number including 7 nines.
You can also have user defined patterns:
• digits
• *: Use as a wild card character. For example, 999* means any number
starting with 999.
• -: Use to specify a range of numbers. For example,1–3, numbers from 1 to
3.
• ?: Use to specify any single digit. One ? means 1 digit. For example 9??
means any 3 digit number starting with 9.
• []; Use to specify either one of the number in the brackets. For example, [0–
1] means any number starting with 0 or 1.
POM provides a list of countries and the predefined reject patterns. For
information about the reject patterns associated with countries, see Default
phone reject patterns for countries on page 327.
For examples, see Examples on page 324.
Description Use to provide a brief description for the pattern.
Save Use to make the changes permanent.

Editing global phone number reject pattern

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.

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 Edit phone number reject pattern page field descriptions

3. On the Manage Country Specific Setting page, click Global Phone Number Reject
Patterns.
4. On the Manage Global Phone Number Reject Patterns page, click the pattern to edit.
5. Specify the values for the Pattern matching criteria, and Description fields.
6. Click Save to make the changes permanent.

Edit phone number reject pattern page field descriptions

Use to change the phone number reject pattern.
Note:
If you change a reject pattern after uploading contacts, then the changed reject pattern is not
applicable to the existing contact records. The new reject pattern takes effect only for uploads you
run after the new reject pattern is saved.
Field or Button Description
Pattern Matching Criteria Use to specify the phone number pattern which must be rejected. POM
rejects all phone numbers which match the reject pattern. Reject patterns
can be:
• digits
• *: Use as a wild card character. For example, 999* means any number
starting with 999.
• -: Use to specify a range of numbers. For example,1–3, numbers from
1 to 3.
• ?: Use to specify any single digit. One ? means 1 digit. For example
9?? means any 3 digit number starting with 9.
• []; Use to specify either one of the number in the brackets. For
example, [0–1] means any number starting with 0 or 1.
POM provides a list of countries and the predefined reject patterns. For
information about the reject patterns associated with countries, see
Default phone reject patterns for countries on page 327.
For examples, see Examples on page 324.
Description Use to specify a brief description for the reject pattern.
Save Use to make the changes permanent.

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Phone formats

Editing phone number reject pattern

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. On the Manage Country Specific Setting page, click .
4. On the Manage Phone Number Reject Patterns page, select the phone reject pattern to
edit
5. Specify the value for the Pattern matching criteria.
6. Click Save to make the changes permanent.

Time zone area code mapping page field descriptions

Use this page to map to specify phone number area code with time zone. POM uses this mapping
while importing contacts to determine the time zones for phone numbers.
Note:
While importing the phone numbers, if the contact records already have time zone values then
POM does not determine the time zone using this mapping. POM uploads the contact with
user specified time zone value.
For examples on how POM determines the mapping, see Examples on page 324.
Field or Button Description
Country Code Displays the country code.
Country Name Displays the country name.
Default Time zone Use the drop-down list to select the default time zone.
Save Use to make the changes permanent.
Search
Time zone Use the drop-down list to search for area codes for the selected time
zone
Search for area code Use to specify an area code for which to search the standard phone
number.
Search Use to start the search.
Time Zone Displays the time zone you select for the corresponding area code.
Area Code Displays the area codes for the corresponding time zone.
Guard Times Displays the guard times you have selected for specific time zone.
Descriptions Use to specify a brief description for the mapping.
Table continues…

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 Add time zone page field descriptions

Field or Button Description

Actions Use

to edit the time zone area code mapping.

Use to delete or remove the mapping.

Add Time Zone Use to add a time zone for a country.

The table lists the Time Zone ids POM uses, internally for display names. These time zone Ids are
used to calculate time zone offset and the daylight saving time for the time zone.
Display Name Time Zone Id
Newfoundland Standard Time Canada/Newfoundland
Atlantic Standard Time (Daylight) Canada/Atlantic
Atlantic Standard Time SystemV/AST4
EST(Daylight) EST5EDT
EST EST
CST(Daylight) CST6CDT
CST SystemV/CST6
MST(Daylight) MST7MDT
MST MST
PST(Daylight) PST8PDT
PST SystemV/PST8
Alaska Standard Time AST
Hawaii-Aleutian Standard US/Aleutian
Time(Daylight)
Hawaii-Aleutian Standard Time HST
South Australia Australia/South
North Australia Australia/North

Add time zone page field descriptions

Use this page to add a time zone to a country and a guard time.
When you specify a guard time, you can ensure that POM places the call only during the specific
guard times. You can enable the guard times from the campaign strategy.
Note:

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Phone formats

Guard times for any contact work only if you configure the guard times for a specific time zone. If
you do not configure the guard time, or do not map the time zone to any area code, POM dials the
numbers without any restrictions..
For examples on guard times, see Examples on page 324.
Field or Button Description
Country Name Displays the country name.
Country Code Use to specify country code for the mapping.
Time Zone Use the drop-down list to select the time zone.
Description Use to specify brief description for the time zone.
Area Code and Phone Starting Digits
Area code Use to specify an area code for the mapping.
Phone Starting Digits Use to specify starting digits of a phone number. A standard phone
number is of format <area-code> <phone number>. You can add
multiple digits that are separated by commas and can also use an —
to specify a range of digits. For example, the starting digits can be
567, 578, 580–585, 590.
Actions
Use to delete the mapping.
Add Use to add more rows.
Guard Times
Start day Displays the start day for the guard time.
End day Displays the end day for the guard time. For example, you can specify
a guard time with start day as Monday and end day as Wednesday.
Start Hour Displays the start time for the guard time.
Start Minute Displays the start minute for the guard time.
End Hour Displays the end time for the guard time. For example, you can specify
the start time as 9:00 am in any time zone that you want and the end
time as 5:00 pm in the same time zone.
End Minute Displays the end minute for the guard time.
Actions
Use to delete the guard time.
Add Use to add more rows.
Save Use to make the changes permanent.

Adding time zone

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.

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 Edit time zone area code mapping page field descriptions

3. From the Manage Country Specific Setting page, click to open the Manage Time Zone
Area Code Mapping page.
4. Click Add Time Zone.
5. Specify the Time Zone and Description for the selected country.
6. Click Save to make the changes permanent.

Edit time zone area code mapping page field descriptions

Use this page to edit the time zone area code mapping for a selected country.
When you specify a guard time, you can restrict the contact calling time based on the contact's
time zone. You can then enable the guard time from the campaign strategy. You can specify more
than one guard times, provided the guard times do not overlap.
Field or Button Description
Country code This field cannot be edited. Displays the country code you select
for which to edit the mapping.
Country name This field cannot be edited. Displays the country name you select
for which to edit the mapping.
Time zone This field cannot be edited. Displays the time zone for which to
edit the mapping.
Description Use to specify a brief description.
Area code Use to specify an area code for the mapping.
Phone Starting Digits Use to specify starting digits of a phone number. A standard
phone number is of format <area-code> <phone number>. You
can add multiple digits separated by commas and also use an —
to specify a range of digits. For example, the starting digits can
be 567, 578, 580–585, 590.
Actions
Use to delete the mapping.
Add Use to add more rows.
Guard Times
Start day Displays the start day for the guard time.
End day Displays the end day for the guard time. For example, you can
specify a guard time with start day as Monday and end day as
Wednesday.
Start Hour Displays the start time for the guard time.
Start Minute Displays the start minute for the guard time.
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Phone formats

Field or Button Description

End Hour Displays the end time for the guard time. For example, you can
specify the start time as 9:00 am in any time zone you want and
the end time as 5:00 pm in the same time zone.
End Minute Displays the end minute for the guard time.
Actions
Use to delete the guard time.
Add Use to add more rows.
Save Use to make the changes permanent.

Editing time zone area code mapping

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. From the Manage Country Specific Setting page, click to open the Manage Time Zone
Area Code Mapping page.
4. Click to edit the mapping.
5. Specify the new Area Code, Phone Starting Digits.
6. Click Save to make the changes permanent.

Phone starting digits for time zone page field descriptions

Use this page to edit the phone starting digits for a specific time zone. You can add multiple phone
starting digits with a single click.
Field or Button Description
Area Code Displays the area code you select.
Phone Starting Digits Use to specify starting digits of a phone number. A standard phone
number is of format <area code> <phone-number>. You can add
multiple digits separated by commas and can also use an — to
specify a range of digits. For example, the starting digits can be 567,
578, 580–585, 590.
Save Use to make the changes permanent.

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 Editing the phone starting digits for time zone

Editing the phone starting digits for time zone

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. On the Manage Country Specific Setting page , click

4. On the Time Zone Area Code Mapping page, click the area code from the list of time zones
for which to edit the phone starting digits.
5. On the Phone Starting Digits window add or edit the phone starting digits in the text box.
6. Click Save to make the changes permanent.

Dialing rule page field descriptions

The dialing rule takes the standard phone number and country code as input and applies the
appropriate rule to form a dial format number. These rules are applied only for dialing, and the
standard phone numbers in the POM system are not changed.
Field or Button Description
Country Code Displays the country code.
Country Name Displays the country name.
Strip Use to specify the number of digits to remove from the start of
the standard phone number, before you apply a prefix.
Prefix Use to specify special characters/digits that are prefixed to the
standard phone number before dialing. You can specify
special characters such as #, *,-. For example, you can have
prefixes like *9, or #9.
Area Code Use to specify an area code for the selected country.
Descriptions Use to specify a brief description about the dialing rule.
Actions Use to edit the dialing rule.

Use to delete the dialing rule.

Add Use to add a new dialing rule.

Add dialing rule page field descriptions

Use this page to add a new dialing rule.

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Field or Button Description

Country code Displays the country code.
Country name Displays the country name.
Strip Use to specify the number of digits to remove from the start of the
standard phone number before you apply the prefix.
Prefix Use to specify special characters/digits that are prefixed to the
standard phone number before dialing. You can specify special
characters such as #, *,-. For example, you can have prefixes like *9,
or #9
Description Use to specify a brief description for the dialing rule.
Area Code Use to specify area code for which the specified dialing rule is
applicable. Dialing rule with no area code acts as default dialing rule
for that country. There can be only one default dialing rule for a
country.
Phone Starting Digits Use to specify starting digits of a phone number. A standard phone
number is of format <area-code> <phone-number>. You can add
multiple digits that are separated by commas and also use an — to
specify a range of digits. For example, the starting digits can be 567,
578, 580–585, 590.
Actions
Use to delete the dialing rule.
Add more rows You can add more than 1 record at a single click. You can specify a
dialing rule for different area codes at one time.
Add Use to add more rows.
Save Use to make the changes to the dialing rule permanent.

Adding dialing rule

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. On the Manage Country Specific Setting page, click .
4. On the Dialing Rule page, click Add.
5. Specify values for Strip, Prefix, and Description, Area Code, and Phone Starting
Digits.
6. Click Save to make the changes permanent.

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 Edit dialing rule page field descriptions

Edit dialing rule page field descriptions

Use this page to edit the dialing rule.
Field or Button Description
Country code Displays the country code.
Country name Displays the country name.
Strip Use to specify the number of digits to remove from the start of the
standard phone number before you apply the prefix.
Prefix Use to specify special characters/digits that are prefixed to the
standard phone number before dialing. You can specify special
characters such as #, *,-. For example, you can have prefixes like *9,
or #9.
Description Use to specify a brief description for the dialing rule.
Area Code Use to specify area code for which the specified dialing rule is
applicable. Dialing rule with no area code acts as default dialing rule
for that country. There can be only one default dialing rule for a
country.
Phone Starting Digits Use to specify starting digits of a phone number. A standard phone
number is of format <area-code> <phone-number>. You can add
multiple digits that are separated by commas and also use an — to
specify a range of digits. For example, the starting digits can be 567,
578, 580–585, 590.
Actions
Use to delete the dialing rule.
Add more rows You can add more than 1 record at a single click. You can specify a
dialing rule for different area codes at one time.
Add Use to add more rows.
Save Use to make the changes to the dialing rule permanent.

Editing dialing rule

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. On the Manage Country Specific Setting page, click .
4. On the Dialing Rule page, click the dialing rule to edit.
5. Specify values for Strip, Prefix, and Description, Area Code, and Phone Starting
Digits.
6. Click Save to make the changes permanent.

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Phone formats

Phone starting digits for dialing rule page field

descriptions
Use this page to edit the phone starting digits for a specific dialing rule.
Field or Button Description
Area Code Displays the area code you select.
Phone Starting Digits Use the text box to edit the phone starting digits for the selected
dialing rule. Use to specify starting digits of a phone number. A
standard phone number is of format <area-code> <phone-
number> . You can add multiple digits that are separated by
commas and also use an — to specify a range of digits. For
example, the starting digits can be 567, 578, 580–585, 590.
Save Use to make the changes permanent.

Editing phone starting digits for dialing rule

Procedure
1. In the left pane, select POM > POM Home.
2. From the drop-down menu, select Configurations > Phone Formats.
3. On the Manage Country Specific Setting page , click

4. On the Dialing Rule page, click the area code for which to edit the phone starting digits.
5. In the Phone Starting Digits window, add or edit the phone starting digits in the text box.
6. Click Save to make the changes permanent.

Examples
This topic provides a list of examples for phone formats, dialing rules, reject patterns, and time
zone area code mapping.
Examples for phone formats
POM provides a list of G13 and other countries with the country codes and the phone formats. You
can add a new country with the phone formats to the POM database. Once you add a new country
with the phone formats, you can then apply the other features such as the dialing rules, reject
patterns, and time zone area code mapping to the phone numbers belonging to specific country.
You must provide the country name, country code, standard phone length, and the prefix while
adding a new country.

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 Examples

Examples for reject patterns

You can specify a reject pattern for the phone number at a global level or a country specific
pattern.
Original number After applying reject pattern
For USA [0–1]* POM rejects all numbers starting with 0 or For example, 189–730– (5687)
288–888–8889 Apply a global reject pattern — *8888888* which means any number which
includes 7 eights. So POM does not import the phone number.
998–456–4536 Apply a user defined pattern — 99* which means any number starting with 99. So
POM does not import the phone number.

Examples for time zone and the area code mapping

In the Global Configuration, add the Home Country as India, and the country code separator as #.
Assume that the time zone of the zone for the contact list import is GMT+05:30.
Original number Description
1#520–555–4567 The country code for this number is 1 and the area code is 520, This area is
mapped to MST. in the POM database. So POM determines the time zone for the
number as MST.
52#051–2345 The country code for this number is 52, but the number does not match with any of
the area code time zone mapping defined for this country in the POM database
and country 52 does not have a default time zone specified and hence the time
zone of the zone for which contact is going to import, is used, which is GMT+5:30.
520–123–4567 The number does not contain a country code separator so POM uses the default
country code of the country defined as Home country — in this case India. There is
only one time zone defined (GMT+5:30) for India in the POM database, so POM
uses (GMT+5:30) as the time-zone.

Examples for time zone and the area code mapping with guard times
You can specify a guard time for the phone number or time zone at a global level.
Time zone Area code Phone starting digits Guard times
EST 521 622 ,623 ,631-634, 637, Sun-Sat 8:00 20:45
638, 641-645, 647, 653,
662
EST (Daylight) 215 Not defined Mon-Sat 8:00 20:45
Sun 13:30 20:45
EST Not defined Not defined Sun-Sat 9:00 19:45
PST 250 237, 239 Sun-Sat 8:00 20:45

Original Time zone Description

number
521–631–6756 EST The area code and the phone starting digits matches with the EST
time zone. POM dials the number in the specified guard times
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Phone formats

Original Time zone Description

number
between Sunday to Saturday from 8 am in the morning to 8:45 pm
in the evening.
215–234–4345 EST (Daylight) The area code matches with the EST5EDT ( EST Daylight ). POM
dials the number in the specified guard times between Monday to
Saturday from 8 am in the morning to 8:45 pm in the evening and
on Sunday from 1:30 pm in the noon to 8:45 pm in the evening.
543–243–8974 EST There is no area code mapping for the EST time zone, but there is
EST time zone entry without any area code and the phone start
digits so POM considers the phone number as default entry for
EST. POM dials the number in the specified guard time between
Sunday to Saturday from 7 am in the morning to 19:45 pm.
250–234–1236 PST POM does not find a match for 250 area code with phone start
digits in PST time zone. POM applies no guard times and dials the
number without any restriction.
523–631–1289 AST There is no such time zone configured. POM applies no guard time
and dials the number without any restriction.

Examples for dialing rule

Consider the dialing rule for US as:
Strip Prefix Area code Phone Starting Digits
0 1 - -
3 1 408 -
2 #9 408 222

Note:
The prefix settings specified in the campaign creation wizard over writes the rules specified in
the dialing rules.
POM uses the dialing rule for US for the following numbers:
Original number Description
308–1236–751 The area code 308 does not match any area code in the dialing rules, so POM
applies the default dialing rule. POM dials the number as 1–308–123–6751.
408–123–6751 The area code 408 matches with area code present in the dialing rules, so POM
applies the second dialing rule. POM dials the number as 1–123–6751.
408-222-3456 The area code - phone starting digit (408-222) matches with the third dialing rule.
POM dials the number as #982223456.

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 Default phone number reject patterns for countries

Default phone number reject patterns for countries

This page provides a list of default phone number reject patterns for specified countries. You can
edit the existing or add new reject patterns depending on your requirement.
Reject Pattern Description
United Kingdom
999* United Kingdom emergency number
USA and Canada
[0-1]* USA area code must be >= 200
???911* USA emergency number
South Africa
10111 South Africa emergency number
Mexico
06 Mexico Police
08 Mexico Police
South Korea
101* South Korean request for long distance call
107* South Korean application for long distance call
110* South Korean report phone service trouble Confirming
112* South Korean report a crime or criminal Confirming
113* South Korean report public safety Confirming
114* South Korean phone number information (directory assistance ?)
115* South Korean application for domestic telegraph
116* South Korean time-of-day information Confirming
119* South Korean report fire Confirming
120* South Korean civil affairs information
123* South Korean report water service trouble
127* South Korean report power service trouble
129* South Korean report illegal drug
131* South Korean weather forecast
134* South Korean travel information
141* South Korean voice mailing service
151* South Korean voice mailing service
152* South Korean voice mailing service
182* South Korean detective service
188* South Korean report to the Board of Audit and Inspection
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Phone formats

Reject Pattern Description

0074* South Korean request for international call Confirming
0075* South Korean application for international telegraph
0077* South Korean application for international call
321166* South Korean (Inchon) automatic report of phone trouble
511166* South Korean (Pusan) automatic report of phone trouble
531166* South Korean (Taegu) automatic report of phone trouble
621166* South Korean (Kwangju) automatic report of phone trouble
21166* South Korean (Seoul) automatic report of phone trouble
421166* South Korean (Taejon) automatic report of phone trouble
Japan
[1-9]* Japan area code must begin with 0
0990* Japan 1-900 type number
Ireland
*999* Ireland emergency number
China
110* China Emergency number
119* China Fire Emergency number
Chile
131 Chile Ambulance
132 Chile Fire
133 Chile Police
700* Chile uncallable
800* Chile uncallable
900* Chile uncallable
Australia
000* Australia emergency number
0055* Australia 1-900 type number
1144* Australia emergency number
Russia and Kazakhstan
0* Russia reserved
1* Russia reserved
2* Russia reserved
5* Russia reserved
6* Russia reserved
7* Russia reserved

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Chapter 25: CC Elite configurations

Configure CTI setup details, CMS setup details, and POM

skills page field descriptions
Use this page to configure and view the CTI Setup Details, Call Management System (CMS)
server setup and associated skills in POM database with CC Elite skills. Use the CTI setup
configuration to connect to Avaya Aura® Communication Manager to fetch the agent skill
information and store in POM. Use the CMS configuration for blending and skill based pacing.
The following table lists the CTI configuration details.
Field or Button Description
CTI Configuration
CTI group name Use to specify a unique identifier for the CTI group.
CM IP address Specify the IP address of the system where you have
installed Avaya Aura® Communication Manager and
configured the agents.

Note:
In POM, you can configure only one Automated Call
Distributor (ACD).
CM login Specify the login user name to login to Avaya Aura®
Communication Manager. The default user name is in it.
CM password Specify the password to login to Avaya Aura®
Communication Manager.
AES IP address Specify the IP address of the system where you have
installed Application Enablement Services.
AES Secure Connection Select to connect to AES through a secured connection.

Note:
If the DNS is not configured, then add the AES host
name entry in /etc/hosts file on every POM
server.
CTI group role Specify the group role as Active or Standby. You must
ensure that the group you use is Active.
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CC Elite configurations

Field or Button Description

Action
Use to delete the CTI details.
Add CTI Detail Use to add CTI details.

The following table lists the CMS configuration details.

Field or Button Description
CMS Configuration
Server Name Displays a unique name for the CMS server.
Server IP address Displays a unique CMS server IP address.
Server IP Port Displays the port number on which POM listens to the CMS server.
Server Role Displays as either Standby or Active. You can have only one active role.
Action
Use to delete the CMS details. You can delete only those CMS
servers which are in standby role.
Add CMS Configuration Use to add the CMS server configuration.

The following table lists the different filters used to filter the data as per different skills:
Field or Button Description
Skillset Name Use the drop-down list to choose a query option 'All/Contains/Starts with'
and specify the search string for skill in the text box. This parameter is
used for pacing.
Skillset Type Use the drop-down list to choose a query option as either Inbound or
Outbound. This parameter is used for pacing.

Note:
You can view the inbound skills that you add from CMS in POM
monitor under the Inbound Skills view.
Skills Use the drop-down list to choose a query option either as Blending
Monitored, or Blending Unmonitored, or Pacing Monitored, or Pacing
Unmonitored.
Show Displays the search results based on the search criteria you specify.

The following table lists the mapping with Call Center Elite.
Field or Button Description
CC Elite SKill Number Displays a unique number mapped to the Call Center
Elite skill number. This parameter is used for pacing.
POM Skill Name Displays a unique name given to CC Elite skill number.
This parameter is used for pacing.
Skill Type Displays the skill type. This parameter is used for pacing.
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 Configure CTI setup details, CMS setup details, and POM skills page field descriptions

Field or Button Description

Parameter to Monitor for Blending Use to choose the parameter to set for blending. You can
choose any one from:
• Queue Length
• Average Speed of Answer (ASA)
• Expected Wait Time (EWT)
• Percentage (%) Service Level
EWT levels Displays the EWT level if you choose Expected Wait
Time (EWT) as the parameter for blending, or pacing.
The EWT Levels can have either of the following values,
or their combination:
• EWT high(default)
• EWT med
• EWT low
Agent Acquire Threshold The value indicates that when traffic is below or equal to
the specified value, the inbound skill is in good shape
and if any blend agents were released, the system can
acquire the agents. This parameter is used for blending.
For example, if the agent acquire threshold value is 20
and the current Queue Length is less than or equal to 20
and any blend agents are released, the system can
acquire the agents.

Note:
The minimum agent acquire threshold can be set to
0 for Queue Length, Average Speed of Answer
(ASA), and Expected Wait Time (EWT), and the
minimum agent acquire threshold can be set to 100
for % Service Level.
Agent Release Threshold The value indicates that when the traffic is above or
equal to the value the skill is in bad shape and if any
blend agents are there, having the skill in question, those
agents must be released from outbound to enable them
to take up inbound calls. This parameter is used for
blending.
For example, if the agent release threshold value is 30
and the current Queue Length is more than or equal to
30, the system can release the agents.

Note:
The agent that is marked for release is released only
when the current call of the agent is over. You can
set the release threshold to 1.
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CC Elite configurations

Field or Button Description

Agent Release Interval (seconds) The interval between successive release of agents. If a
skill is in trouble, blender notifies agent manager to
release a particular agent. However, it might take some
time for agent to be actually unnailed as the agent might
be attending the call. Also after the agent is unnailed and
starts taking inbound calls it might take some time for the
skill to appear in good shape. Hence if the release
interval is not specified, blender might end up releasing
all agents to inbound. This parameter is used for
blending.
Monitor for Blend Displays whether the inbound skill is enabled for
blending.
Monitor for Pacing Displays whether the inbound skill is enabled for pacing.
If you disable the skill for pacing, while the skill-based
campaign is running, the changes do not take effect
immediately on the running campaign. You must stop the
skill-based campaign manually and change the skill being
monitored from the campaign strategy.
Zone Name Displays the zone blender name that monitors the
selected skill.
Action
Use to delete the skill mapping details. You cannot
delete the skill if the skill is associated with a campaign
strategy.
Add Skill Use to map CC Elite skill number to a user specified
POM skill name. This parameter is used for pacing.

Add CTI details page field descriptions

Use this page to set up CTI details.
Field or Button Description
Add CTI configuration
CTI group name Use to specify a unique identifier for the CTI group.
CM IP address Specify the IP address of the system where you have installed Avaya
Aura® Communication Manager.
CM login Specify the login user name to login to Avaya Aura® Communication
Manager with prof18 privilege.
CM password Specify the password to login to Avaya Aura® Communication
Manager.
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 Edit CTI details page field descriptions

Field or Button Description

AES IP address Specify the IP address of the system where you have installed
Application Enablement Services.
CTI group role Specify the group role as Active or Standby. You must ensure that the
group you use is Active.
Save Use to make the changes permanent.

Edit CTI details page field descriptions

Use to edit the CTI details. You cannot edit the CTI group name after specifying it once.
Field or Button Description
Edit CTI configuration
CTI group name Use to specify a unique identifier for the CTI group.
CM IP address Specify the IP address of the system where you have installed Avaya
Aura® Communication Manager.
CM login Specify the login user name to login to Avaya Aura® Communication
Manager. The default user name is init.
CM password Specify the password to login to Avaya Aura® Communication
Manager.
AES IP address Specify the IP address of the system where you have installed
Application Enablement Services.
CTI group role Specify the group role as Active or Standby. You must ensure that the
group you use is Active.
Save Use to make the changes permanent.

Add CMS Connectivity and Roles page field descriptions

Use this page to setup the Call Management System (CMS) connectivity and define roles.
Field or Button Description
Add CMS Configuration
Server Name Use to specify a unique CMS server name.
Server IP Address Use to specify a unique CMS server IP address.
Server IP Port Use to specify the port number on which POM listens to the CMS server.
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CC Elite configurations

Field or Button Description

Note:
Ensure that this port number is same as the port number configured on
CMS server in the RT socket configuration.
Server Role Use the drop-down list to select Active or Standby. You can have only one
active CMS server role and you cannot delete the active role.
Agent Thrashing Interval Use to specify the thrashing intervals. Thrashing time prevents the blend
(seconds) agents getting thrashed between inbound and outbound. If an agent is
released/acquired then the agent cannot again be acquired/released before
the thrashing time as this can cause the agent moving between inbound and
outbound too frequently causing his productivity to decline.
Save Use to make the changes permanent.

Edit CMS connectivity and role page field descriptions

Use this page to edit the CMS connectivity and define roles.
Field or Button Description
Edit CMS Configuration
Server Name Displays the unique CMS server name. You cannot edit the CMS
server name.
Server IP Address Use to specify a unique CMS server IP address.
Server IP Port Use to specify the port number on which POM listens to the CMS
server.

Note:
Ensure that this port number is same as the port number that
is configured on CMS server.
Server Role Use the drop-down list to select Active or Standby. You can have
only one active CMS server role.
Save Use to make the changes permanent.

Create POM skills page field descriptions

Use this page to create skill in POM and map the skill with CC Elite skill number.
Field or Button Description
CC Elite Skill Number Specify the skill number configured on Avaya Aura® Communication
Manager for mapping.
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 Create POM skills page field descriptions

Field or Button Description

POM Skill Name Use to specify a unique skill name.
Skill Type Use the drop-down list to specify the value as inbound or outbound.
Parameter to Monitor for Use to choose the parameter to set for blending. You can choose
Blending any one from:
• Queue Length
• Avg Speed of Answer (ASA)
• Expected Wait Time (EWT)
• Percentage (%) Service Level
EWT levels Use this multi select option to specify the EWT level if you select the
Parameter to Monitor for Blending as Expected Wait Time
(EWT). You can specify either of the following values or their
combination as the EWT levels:
• EWT high(default)
• EWT med
• EWT low

Note:
If you upgrade POM from previous version to POM 3.0.4, and if
EWT was used as a parameter for either blending or pacing,
then after upgrade, the EWT value will be defaulted to EWT
high(default) to ensure backward compatibility.
Agent Acquire Threshold This field is used to configure agent Acquire threshold. When
inbound call traffic is below the Acquire threshold, the inbound skill
is in good shape and if any blend agents were previously released
to inbound, the system can acquire those agents for outbound. This
parameter is used only for blending.
For example, if the agent Acquire threshold value is 20 and the
current Queue Length is less than 20 and any blend agents were
previously released, the system can acquire the agents for
outbound.
Agent Release Threshold This field is used to configure Agent release threshold. When
inbound call traffic is above the release threshold, the inbound skill
is in bad shape and if there are any blend agents in outbound, those
agents will be released from outbound to inbound. This parameter is
used for blending.
For example, if the agent release threshold value is 30 and the
current Queue Length is more than 30, the system can release the
agents.
Agent Release Interval (seconds) The interval between successive release of agents. If a skill is in
trouble, blender notifies agent manager to release a particular
agent. However, it might take some time for agent to be actually
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CC Elite configurations

Field or Button Description

unnailed as the agent might be attending the call. Also after the
agent is unnailed and starts taking inbound calls it might take some
time for the skill to appear in good shape. Hence if the release
interval is not specified, blender might end up releasing all agents to
inbound. This parameter is used for blending.
Monitor for Blend Displays whether the inbound skill is enabled for blending.
Monitor for Pacing Displays whether the inbound skill is enabled for pacing.
Zone Name Displays the zone blender name that monitors the selected skill.
Add Use to add more rows. You can insert up to 20 skills at one go.
Save Use to make the changes permanent.

Edit POM skills page field descriptions

Use this page to edit the POM skills. You cannot edit the Call Center Elite skill number and POM
skill name.
Field or Button Description
CC Elite Skill Number Displays the unique Call Center Elite skill number. You cannot edit
the field.
POM Skill Name Displays the unique skill name. You cannot edit the field.
Skill Type Use the drop-down list to specify the value as inbound or outbound.
Parameter to Monitor for Use to choose the parameter to set for blending. You can choose
Blending any one from:
• Queue Length
• Avg Speed of Answer (ASA)
• Expected Wait Time (EWT)
• Percentage (%) Service Level
EWT levels Use this multi select option to specify the EWT level if you select the
Parameter to Monitor for Blending as Expected Wait Time (EWT).
You can specify either of the following values or their combination as
the EWT levels:
• EWT high(default)
• EWT med
• EWT low

Note:
If you upgrade POM from previous version to POM 3.0.4, and if
EWT was used as a parameter for either blending or pacing,
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 Enabling TLS1.0, TLS1.1, and TLS1.2 for AES, SDK, and CCMA

Field or Button Description

then after upgrade, the EWT value will be defaulted to EWT

high(default) to ensure backward compatibility.
Agent Acquire Threshold The value indicates that when traffic is below the specified value,
the inbound skill is in good shape and if any blend agents were
released, the system can acquire the agents. This parameter is
used for blending.
For example, if the agent acquire threshold value is 20 and the
current Queue Length is less than 20 and any blend agents are
released, the system can acquire the agents.
Agent Release Threshold The value indicates that when the traffic is above the value the skill
is in bad shape and if there are any blend agents, having the skill in
question, those agents must be released from outbound to enable
them to take up inbound calls. This parameter is used for blending.
For example, if the agent release threshold value is 30 and the
current Queue Length is more than 30, the system can release the
agents.
Agent Release Interval (seconds) The interval between successive release of agents. If a skill is in
trouble, blender notifies agent manager to release a particular
agent. However, it might take some time for agent to be actually
unnailed as the agent might be attending the call. Also after the
agent is unnailed and starts taking inbound calls it might take some
time for the skill to appear in good shape. Hence if the release
interval is not specified, blender might end up releasing all agents to
inbound. This parameter is used for blending.
Monitor for Blend Displays whether the inbound skill is enabled for blending.
Monitor for Pacing Displays whether the inbound skill is enabled for pacing.
Save Use to make the changes permanent.

Enabling TLS1.0, TLS1.1, and TLS1.2 for AES, SDK, and

CCMA
About this task
To establish the secured connection using TLS with AES, SDK, or CCMA, update the pim_config
table as shown below.
Procedure
1. To enable TLS1.0, TLS1.1, and TLS1.2 for SDK, execute the query: update
pim_config set config_value='TLSv1,TLSv1.1,TLSv1.2' where
config_name='SupportedProtocols'

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CC Elite configurations

You can provide comma separated values as shown in the above query. If you want to
enable only one, for example TLS1.0, then just set that value in the query and remove
other two as shown below:
update pim_config set config_value='TLSv1' where
config_name='SupportedProtocols'
2. To enable TLS1.0, TLS1.1, and TLS1.2 for AES and CCMA, execute the query: update
pim_config set config_value='TLSv1.2' where
config_name='AES_CCMA_WEBSERVICE_CLIENT_TLS_VERSION'
For AES and CCMA, you can provide only one value at a time in the query. The default
config_value for AES and CCMA is TLSv1.2. You must update the query mentioned above
for the TLS version that you want to enable. For example, if you want to enable TLS1.0,
then you must execute the following query:
update pim_config set config_value='TLSv1' where
config_name='AES_CCMA_WEBSERVICE_CLIENT_TLS_VERSION'

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Chapter 26: AACC configuration page field
descriptions

Use this page to configure the AACC configuration parameters. For more information about the
following AACC configuration parameters, see Avaya Aura® Contact Center documentation on the
Avaya support site at http://support.avaya.com.
Field or Button Description
AACC Web service Specify the IP address of the AACC Web service. The default address is 127.0.0.1.
IP address
AACC Web service Specify the AACC Web service user name. The default user name is webadmin.
user name
AACC Web service Specify the AACC Web service password.
password
AACC Multicast IP Specify the AACC multicast IP address.
address
AACC Hostname Specify the AACC host name.
AACC Secure Specify if you want a secure connection to AACC using the https protocol. The check
Connection box is unchecked by default.

For more information on running agent-based campaigns using AACC, see Avaya Aura® Contact
Center — Proactive Outreach Manager Integration

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Chapter 27: POM monitor

About POM monitor

Use the POM monitor for real- time monitoring of the active campaigns, data imports, and DNC
imports. You can pause, resume, stop campaigns, track the status of the campaigns, data imports,
and DNC imports. You can also pause and resume campaigns and track the flow of the campaign.
This is useful to track if the campaign or the data import appears to be stuck.
You can access the POM monitor from the auxiliary POM server to monitor the campaigns, data
imports, and DNC imports through the auxiliary POM server. You can access the monitor from
auxiliary POM server using https://<Aux POM Server IP address>/VP_POM_Monitor/
faces/login.xhtml in cases where you install POM on Avaya Aura® Experience Portal.

Note:
The URL is valid only for Internet Explorer 8.0. You might need to enter the user name and
password twice.
Also, you can use a command line utility to run, pause, resume, and stop the campaigns. You
must run the script manageCampaign.sh, located at $POM_HOME/bin/. The script file requires
three parameters, namely, the POM server IP address, user name, and the password.
A global user can monitor all campaigns, data imports, and DNC imports across organizations. An
Org user can monitor campaigns, data imports and DNC imports that are created by the users
belonging to the specific organization.
Note:
A global user is a user who does not belong to any organization, and has the POM
Administration and POM Campaign Manager roles. An organization user (Org user) is a user
who belongs to an organization created in Voice Portal or Avaya Aura® Experience Portal, and
has the Org POM Campaign Manager role.

Active campaigns page field descriptions

Use this page to view and monitor all active campaigns. You can monitor multiple campaigns and
can view the details of the campaigns.

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 Active campaigns page field descriptions

Button Description
Use to manage zone failover settings.

Use to customize the POM monitor based on user preferences.

Use to switch to full screen mode.

Selection Box Use the selection box to select one or more than one active
campaigns.

Field Description
Campaign name Displays the name of the active campaign.
Campaign type Displays the campaign type as finite or infinite.
Job ID Displays the job ID for the campaign.
Status Displays the status of the campaign.
Contact list Displays the contact lists associated with the campaign.
Organization Displays the organization to which the campaign belongs.
Start Time Displays the time when the campaign started.
Un-attempted Contacts Displays the number of contacts that are not yet dialed by the
campaign.
Processed Contacts Displays the number of contacts attempted by the campaign and are
marked done.
Filtered Contacts Displays the total number of contacts that satisfy the filter criteria of
the campaign. If the contacts are deleted from the contact list of the
running campaign, and if those contacts are not marked done, then
the count of Filtered Contacts decreases accordingly.
Job Notes Displays the current activity of the job.
Nuisance Calls Displays the total count of nuisance calls made through the job.
Nuisance Rate Today Displays the nuisance rate from the midnight till the current system
time.
Nuisance Rate Displays the nuisance rate from the job start time.
Agents Displays the agents for the campaign.

When you select one or more campaigns using the selection box, you can click Monitor
Campaigns to view the campaign details on the Multiple Campaign Summary screen. You can
select one or more campaigns using the selection box, and then click Stop Campaigns to stop
the running campaigns.
Tip:
If you open any of the pages in a new tab in the browser, logout from the parent window and
then again log in. After logging in, you might get an error opening the POM monitor pages.
When you have more than one tabs in the same browser for different pages, the browser runs
multiple VPMS or EPM sessions in the background. So you might encounter an error.

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POM monitor

Active data imports page field descriptions

Use this page to monitor and view all active data imports.
Note:
The number of maximum simultaneous import job will be depend on the
hibernate.c3p0.max_size parameter defined in the PIMHibernate.cfg.xml file. The
number of maximum simultaneous import job will be 30% of the value defined for
hibernate.c3p0.max_size parameter. The default value for hibernate.c3p0.max_size
parameter is 100. So default value for the number of maximum simultaneous import job is 30.
Field or Button Description
Data import name Displays the name of the data source.
Contact list name Displays the name of the contact list associated with the data source.
Job ID Displays the job ID of the running job.
Status Displays the status of the running job.
Organization Displays the name of the organization associated with the data
source.
Processed contacts Displays the total number of processed records for the running job.

Active DNC import page field descriptions

Use this page to monitor all active DNC import jobs.
Note:
The number of maximum simultaneous import job will be depend on the
hibernate.c3p0.max_size parameter defined in the PIMHibernate.cfg.xml file. The
number of maximum simultaneous import job will be 30% of the value defined for
hibernate.c3p0.max_size parameter. The default value for hibernate.c3p0.max_size
parameter is 100. So default value for the number of maximum simultaneous import job is 30.
Field or Button Description
DNC import name Displays the name of the DNC import job.
DNC list name Displays the name of the DNC list associated with the running job.
Job ID Displays the job ID of the running job.
Status Displays the status of the running job.
Organization Displays the organization associated with the running job.
Processed contacts Displays the total number of processed records for the running job.

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 Active agents page field descriptions

Active agents page field descriptions

Use this page to monitor and view all active agents.
You can filter the agent information based on agent, agentID extension, job ID, in addition to the
zones, agent job states, agent states, and agent nailing states.
You can select multiple values for all filters. If you are filtering agent information using agent ID or
agent extension, you cannot use the agent state, job state, and nailing state filters.
You can see the total count of agents on the top of the page for every selected filter.
You can configure the number of agents information that you want to display on the page by
specifying a value for POM Monitor agent page size parameter on the Global Configurations page.
Important:
You might observe a discrepancy on the monitor, where nailed and job attached agents count
is greater than available licenses. This can be seen only when logged in agents are more than
available licenses as the system checks for licenses only when the agent is attached to a job.
This discrepancy occurs when agent licenses of a job is reduced due to various reasons like
new job started, licenses modified from user interface, or runtime changes from POM
monitors, and agents are in busy state. After agents are freed from current activity, the agents
get detached from the job and license count automatically matches with nailed and job
attached agents.
Field or Button Description
Agent Filter
Select Use to specify the select criteria for filtering the agent information. You can
choose:
• Agent
• Agent Extension
• Job ID
Textbox Enter the filter criteria manually. For example, you can enter the agent extension
in the text box to filter the agent information based on the agent extension.
Zones Use to specify the zone for which to filter the agent information.
Agent States Use to specify the agent states for filtering the agent information. You can filter
the information on:
• All States
• Ready
• Busy
• Work Not Ready
• Not Ready
• Pending Not Ready Manual
• Pending Logout Manual
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POM monitor

Field or Button Description

For more information about agent states, see AgentsStatesJobStates on
page 21.
Agent Job States Use to specify the agent job states for filtering the agent information. You can
filter the information on:
• All States
• Job Attached
• Job Detached
• Job End
• Inbound
• Pending Inbound
• Pending Outbound
• Pending Inbound Manual
• Pending Job Movement
• Pending Job Attach
For more information about agent states, see AgentsStatesJobStates on
page 21.
Agent Nailing States Use to specify the job states for filtering the agent information. You can filter the
information on:
• All Nailed States
• Nailed
• Pending Nailup
• Pending Nailup Drop
• UnNailed
• ReNailing
Filter Use to filter the agent information.

You can control the agent and the agent state using the Agents View page.
For CC Elite mode, if you right-click the Agents View page, you see the following options:
• Release from Outbound
• Move To Another Job
• Forced Break
• Forced Logout
For AACC mode, if you right-click the Agents View page, you can see only one option; Move to
Another Job.

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 Active agents page field descriptions

Note:
If an agent has a Pending Callback or Pending Consult request, the agent manager ignores
the Move To Another Job and Release from Outbound requests of an agent from Active
Agents screen. The administrator must monitor the agent job states of the agent. If the agent
job state of the agent changes to Pending Manual Job Move or Pending Manual Inbound for
Manual job movement and Release from Outbound requests respectively, only in that case,
the administrator must consider the manual movement of the agent is complete. If the agent
job state does not change to Pending Manual Job Move or Pending Manual Inbound, the
administrator can retry to process the Move To Another Job and Release from Outbound
requests. The Agent manager raises an event if the agent movement is not possible.
Field or Button Description
Agent Displays the agent ID.
Agent Extension Displays the extension number the agent uses for making the calls.
Agent Name Displays the agent name.
Skills Displays the skills you have configured in CC Elite and mapped with POM skills.
Agent State Displays the current agent state. The agent state can be any one of the
following:
• Ready: The agent is ready to take a call.
• Busy: The agent is busy with a call and cannot take another call.
• Work Not Ready: The agent is busy with the call wrap up and cannot take
another call.
• Not Ready: The agent is not ready to take a call.
• Pending Not Ready: The agent has marked Not Ready, but is currently in a
call. When the current call is over, the agent switches to Not Ready state and
cannot take another call.
Call State Displays the current call state. The call state can be any one of the following:
• Idle: The agent is ready and waiting for call.
• Talking: The agent is talking on a call.
• Wrap up: The agent is finished talking on a call, but is wrapping up the call or
making notes.
• Hold: The agent has put the call on hold.
• Consult: The agent is on the call consulting another agent.
• Conference Owner: The agent has initiated a conference call with other agent
and the agent who starts the call is the Conference Owner.
• Conference Passive: The other agent participating in the conference call is the
Conference Passive.
• Preview Dialing: Preview Dialing is applicable only for preview type of
campaign. The agent is previewing the information and dials a call.
• Callback: The agent is doing a callback.
• Pending Call: The agent is currently in a call and has another call assigned.
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POM monitor

Field or Button Description

• Pending Callback: The agent is on call and pending callback is offered to
agent.
• Preview Dialing: Preview Dialing is applicable only for preview type of
campaign. The agent is dialing a call after seeing the preview.
• Job End:
• Pending Job Attach
• Call Connect

Campaign Name Displays the name of the campaign to which the agent is attached.
Job Id Displays the job Id to which the agent is attached.
Task Displays the current task for the job.
Zone Name Displays the zone of the agent.
Agent Job State Displays the agent job state. The job state can be any one of the following:
• JobAttached
• JobDetached
• JobEnd
• JobInbound
• Pending Inbound
• Pending Outbound
Nail State Displays the agent nailing state. The nailing state can be any one of the
following:
• All Nailed States
• Nailed
• Pending Nailup
• Pending Nailup Drop
• UnNailed
• ReNailing
State Time Displays the timestamp since when the selected agent is in the given state.
Locale Displays the locale of the agent.
Inbound Count Displays the number of times the agent was attached to the Inbound work during
the current job.
Inbound Duration% Displays the percentage % for which the agent is attached to any job with
respect to the total Inbound time.
Off Job Idle Duration Displays the time for which the agent is Ready, but no job is assigned to the
agent.
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 Inbound skills page field descriptions

Field or Button Description

Off Job Idle Duration Displays the percentage % for which the agent was waiting for a job with respect
% to the total Outbound time.
Login Time Displays the time when the agent logs in. The login time is localized.
Off Break Duration Displays the break time when the agent is not attached to any job.
Off Break Duration % Displays the percentage % for which the agent is not attached to any job with
respect to the total Outbound time.
Outbound Duration Displays the agent outbound duration.
Outbound Duration % Displays the percentage % time for which the agent was Outbound with respect
to the agent login time.

Inbound skills page field descriptions

Inbound Queue view shows all inbound skills monitored for blending for CCElite and the skills
POM uses for skill based pacing for CCElite and AACC. For more information about skills, see
CCElite Configurations
Field or Button Description
Zone Name Displays the zone
Skill Displays the skill you have defined on the CC Elite page.
Skill No Displays the skill number you have defined on the CC Elite page.
Queue Length Displays the number of calls in the wait queue for the inbound skills.
Expected Wait Time Displays the expected time for which the call waits in the queue before the
call is answered.
Avg Speed of Answer Displays the average time in which the agent answers the call.
% Answered within Service Displays the percentage of calls the agents answers to achieve the
Levels specified service level.
Agent Acquire Threshold The value indicates that when traffic is below the specified value, the
inbound skill is in good shape and if any blend agents were released, the
system can acquire the agents.
This parameter is used for blending.
For example, if the agent acquire threshold value is 20 and the current
Queue Length is less than 20 and any blend agents are released, the
system can acquire the agents.
Agent Release Threshold The value indicates that when the traffic is above the value the skill is in
bad shape and if there are any blend agents, having the skill in question,
those agents must be released from outbound to enable them to take up
inbound calls.
This parameter is used for blending.
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Field or Button Description

For example, if the agent release threshold value is 30 and the current
Queue Length is more than 30, the system can release the agents.
Agent Release Interval The interval between successive release of agents. If a skill is in trouble,
(seconds) blender notifies agent manager to release a particular agent. However, it
might take some time for agent to be actually unnailed as the agent might
be attending the call. Also after the agent is unnailed and starts taking
inbound calls it might take some time for the skill to appear in good shape.
Hence if the release interval is not specified, blender might end up
releasing all agents to inbound.
This parameter is used for blending.

License summary page field descriptions

Use this page to get information about the allocated licenses for running jobs.
Field or Button Description
Campaign Name Displays the name of the campaign having running jobs.
Job Id Displays the job id of the running job.
Action Name Displays the action, whether the action is a call, or SMS, or email, or
custom.
Zone Name Displays the name of the zone having running jobs.
Ports Displays the ports used for the running jobs.
Preview Agents Displays the preview license allocated for the specified job, action, and
zone.
Predictive Agents Displays the predictive license allocated for the specified job, action, and
zone.
Allocation Type Displays whether the licenses allocated are Reserved or Dynamic. For
more information about reserved and dynamic licenses, see Proactive
Outreach Manager Overview and Specification.

Campaign detail view page field descriptions

Use this page to view the details for the selected campaign. Depending on the settings that you
select in the User Preferences window, you see additional or lesser fields. By default you see the
trend chart in the right pane of the window. If you click the name in the completion code view, you
can switch to the Completion Code View where the system displays the details of the completion
code.

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 Campaign detail view page field descriptions

Note:
If a campaign or a scheduled campaign job references a contact list for which the import is in
the "error state", the status of campaign or the scheduled campaign job remains "Queued,
filter in progress", until you manually stop the import.
Campaign View
Field or Button Description
Name Displays the name of the campaign.
Campaign Type Displays the campaign type as finite or infinite.
Job ID Displays the job ID for the campaign.
Job status Displays the job status for the campaign. There can be multiple
job states. The valid values are:
• Job Queued: The job is queued for running. The job does not
perform any dialing operations.
• Job Active: The job is running and is performing dialing
operations.
• Job Completed, Creating History: The job has stopped dialing
the records and is creating reports related information in the
database. The job has completed dialing all records and there
are no more records for dialing.
• Job Pause: The user initiated a pause action on the job. After
this state, the job moves to the Pausing state.
• Job Pausing: The job is pausing the dialing. After this state, the
job moves to the Paused state.
• Job Paused: The job is paused and is not dialing any records.
In case of agent-based campaigns, all agents are released
from the job.
• Running, Filter In Progress: The job is filtering the records as
per the filter criteria, and the contact attempts are also in
progress.
• Queued, Filter In Progress: The job is filtering the records as
per the filter criteria and the contact attempts have not started
yet.
• Job Resumed: The user initiated a resume action on the job.
After this state, the job moves to the Active state.
• Job Stop: The user initiated a stop action on the job. After this
state, the job moves to the stopping state.
• Stopped, Callback: The user stopped the job and the job is
waiting for callback records to complete.
• Job Stopped: The user stopped the job and the job does not
perform any dialing operations.
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Field or Button Description

• Job Stopping: The job is stopping the dialing. After this state,
the job moves to the Stopped state.
• Callback: The job has completed attempts on all the contacts
except the callbacks. A job in callback state has only callbacks
waiting for their attempt time to arrive.
There can be more than one job states for a single job. For
example, a job can be in Running, Filter in Progress state which
means that the job is dialing records and also filtering the
records as per the selection criteria mentioned in the Campaign
Creation Wizard and Campaign Strategy. Another example can
be that a job can be in Completed, Creating History state which
means that the job has completed dialing all records and there
are no more records for dialing. and the job moves the records to
the archival state.
Percent completed Displays the percentage completed of processed records for the
selected campaign.
Processed Contacts Displays the number of contacts attempted by the campaign and
are marked done.
Un-attempted Contacts Displays the number of contacts that are not yet dialed by the
campaign manager.
Temporary Restricted Attempts Displays the total number of rechecks made for every contact
which is temporarily restricted.
Temporary Restricted Counts Displays the total number of counts which are temporarily
restricted.
The Temporary Restricted Attempts value is a counter value which counts the number of attempts made
for every contact to de dialed at that point of time.

Note:
This count is not the actual attempts made for the every contact, but just a check. Depending on the
recheck time interval set in the Campaign Strategy, the system checks whether the restriction is
applicable for every contact before the contact is dialed. If the restriction is applicable, the Temporary
Restricted Attempts counter is incremented.
The Temporary Restriction Counts value is a counter value which counts the total number of contacts
which are temporarily restricted.
Both the Temporary Restriction Attempts and Temporary Restriction Counts values can decrease over
time. If the contact no longer matches the temporary restrict criteria and the contact is dialed, the
Temporary Restriction Counts counter is reduced by 1. All Temporary Restriction Attempts made for this
contact are also deducted.
For example, let us say there are 200 contacts which are temporarily restricted, and for those 200
contacts there have been 5000 rechecks done to verify if the temporary restrict is still applicable. Then the
Temporary Restriction Counts will show 200 and Temporary Restriction Attempts will show 5000 at that
point of time. Let us assume for 1 contact 25 rechecks have been performed so far.
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 Campaign detail view page field descriptions

Field or Button Description

If the temporary restriction is not applicable for 1 contact anymore, then the Temporary Restriction Counts
value is decreased by 1 and the new value is now 199. Simultaneously the Temporary Restriction
Attempts value for that contact is also reduced. So all 25 rechecks are deducted from the Temporary
Restriction Attempts count. Then the new Temporary Restriction Attempts value will be 4975.
Waiting for Retry Displays the total number of contacts in the contact list which are
pending to be dialed and waiting for a retry.
Total Contacts Displays the total number of contacts in the contact list
associated with the campaign.
Contact List Displays the name of the contact list associated with the
campaign.
Campaign Strategy Displays the name of the campaign strategy associated with the
campaign.
Start Time Displays the time when the campaign job started.
Elapsed Time Displays the time for which the campaign job is running.
Estimated Time Displays the estimated time for which the campaign job runs.
Job Notes Displays the current activity of the job.

Note:
Campaign Progress chart in Campaign detail view sometimes might show an upward or
downward spike for running the campaign if data archival is in progress for the selected
running campaign. If you observe such spike, ignore such spike.
A job might have different states. Some of the job states are as below:
Job state Description
Job Queued The job is queued for running. The job does not perform any dialing operations.
Job Active The job is running and is performing dialing operations.
Completed, The job has stopped dialing the records and is creating reports related information in
Creating History the database. The job has completed dialing all records and there are no more records
for dialing.
Job Pause The user initiated a pause action on the job. After this state, the job moves to the
Pausing state.
Job Pausing The job is pausing the dialing. After this state, the job moves to the Paused state.
Job Paused The job is paused and is not dialing any records. In case of agent-based campaigns, all
agents are released from the job.
Running, Filter The job is filtering the records as per the filter criteria, and the contact attempts are also
In Progress in progress.
Queued, Filter In The job is filtering the records as per the filter criteria and the contact attempts have not
Progress started yet.
Job Resumed The user initiated a resume action on the job. After this state, the job moves to the
Active state.
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Job state Description

Job Stop The user initiated a stop action on the job. After this state, the job moves to the
stopping state.
Job Stopped The user stopped the job and the job does not perform any dialing operations.
Job Stopping The job is stopping the dialing. After this state, the job moves to the Stopped state.
Stopped, The user stopped the job and the job is waiting for callback records to complete.
Callback
Callback The job has completed attempts on all the contacts except the callbacks. A job in
callback state has only callbacks waiting for their attempt time to arrive.

Contact List View

This view displays the details of the contact list associated with the campaign.
Field or Button Description
Number of attempts Displays the number of attempts POM makes to contact the
record.
RPC Displays the total number of records where the completion code
with RPC flag is set.
Success Displays the total number of records where the completion code
with Success flag is set.
Closure Displays the total number of records where the completion code
with Closure flag is set.
Nuisance Displays the total number of calls marked as Nuisance.
Nuisance Rate Today Displays the nuisance rate from midnight till the current system
time.
Nuisance Rate Displays the nuisance rate for the job.
Callback Scheduled Displays the total number of scheduled callbacks.
Callback Completed Displays the total number of completed callbacks.

Agent Voice Task View

This view displays the details of the agents for the given agent-based voice campaign.
Field or Button Description
Call_100: The view displays the name you specify in the campaign strategy for the Name property in the
call node. If you do not specify the name in the campaign strategy, the system displays the default values
for the name.
Number of attempts Displays the number of attempts POM makes to contact the
record.
Nuisance Displays the total number of calls marked as Nuisance.
Skill Displays the skill number for the selected agent.
Pace Type Displays the pacing type for the selected campaign.
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Field or Button Description

Callback Scheduled Displays the total number of callbacks scheduled for the action.
Callback Completed Displays the total number of callbacks completed for the action.
Zone < name of the zone>: If you have not assigned a zone, the system displays the default as the zone
name.
Service Level Displays the achieved service level for parameters in the current
zone of the job action.
Agent Utilization Displays the percentage of time the agent is busy with respect to
the total time the agent spends for current zone of the job action.
Current Agents Displays the total number of agents attached for current zone of
the job action.
On Call Displays the total number of agents busy for current zone of the
job action.
Idle Displays the total number of agents idle for current zone of the
job action.
Aux Displays the total number of agents on a break for current zone
of the job action.
Average Talk Time Displays the total average talk time of agents for current zone of
the job action.
Average ACW Time Displays the total wrap time of agents for current zone of the job
action.
Idle % Displays the total percentage % of time agents are idle for
current zone of the job action.

Note:
POM does not consider the break duration while calculating
the idle%.
Break % Displays the total percentage % of time agents are on break for
current zone of the job action.

There are chances that the Agent Utilization and Agent Idle % might have a deviation of X% from
100%. This variation ‘”X” depends on the number of active agents on the system. Ideally the
deviation must be in the range of (+/-) 0-5%. However, cases are there when this deviation can go
beyond this range and in such cases the supervisor must intervene manually. Some examples of
these cases are:
1. The campaign is running with 100 agents that are attached to the job and the last contact
of the job is served by the agent for too long , say 20 minutes. In such a case, all 99 agents
are in Idle state waiting for the next call. The Agent Idle% will be percent incremented by
99*20 minutes whereas the Agent Utilization remains intact. In such cases, the supervisor
must take some actions such as descrementing the Maximum agents or priority of the job
or use dynamic licensing.
2. If there are issues in the nailing of the agents and many agents are attached to job, but in
unnailed and Idle state, in such a case, the Agent Utilization remains intact while the Idle
percentage will be incremented. The supervisor must check for such agents and must
rectify the nailing issues. There are various ways to track such agents on POM Monitor.

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Such agents appear to stuck in Idle call state or the agents have a lesser call count
compared to other agents. Also, POM generates an alarm P_POMAGT33 – “Agent -
{0} nailing lost for the agents whose nailing is dropped. Nailing issues can occur
because of various reasons such as invalid MPP state, or agents are not properly
configured on Contact Center, or insufficient telephony resources. You must check for such
issues and rectify the issues.
There can be agent stuck issues at POM or desktop level. For such agents, the state remains as
is on POM Monitor. Depending on the current agent state, the agent state can impact the Agent
Utilization or Agent Idle Percentage. The supervisor must force logoff such agents from POM
Monitor.
Automated Voice Task View
This displays the name you specify in the campaign strategy for the Name property in the call
node. If you do not specify the name in the campaign strategy, the system displays the default
values for the name. For example, Call_100, or Call_200.
Note:
Depending on the number of jobs or the number of tasks running for the given campaign, you
might see additional views related to different types of campaigns. For example, if you have
an SMS campaign running, you see an SMS Task View, or an Email Task View, or a
Custom Task View, or an Agent Voice Task View.
Completion Code View
This displays the name you specify in the campaign strategy for the Name property in the action
node. If you do not specify the name in the campaign strategy, the system displays the default
values for the name. For example, Call_100, or SMS_100.
If you expand the name displayed, you see additional fields:
Field or Button Description
RPC Displays the total number of records where the completion code
with RPC flag is set.
Success Displays the total number of records where the completion code
with Success flag is set.
Closure Displays the total number of records where the completion code
with Closure flag is set.

If you select the name, POM displays another table with completion code details. If you navigate
back to the Campaign Details View and click name property, you switch back to the default display
and can see the trend chart in the right pane of the window.
Note:
System completion code's total might mismatch with interval values as other system or
custom completion codes might overwrite it.
Field or Button Description
Name Displays the name of the completion code.
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 Multiple campaign summary page field descriptions

Field or Button Description

Total Displays the total number of records for which the task is
performed.
Last 5 min Displays the total number of completion codes for selected task
in the last 5 min.
Last 15 min Displays the total number of completion codes for selected task
in the last 15 min.
Last 30 min Displays the total number of completion codes for selected task
in the last 30 min.
Last 60 min Displays the total number of completion codes for selected task
in the last 60 min.

Note:
The POM Monitor shows interval data for the last 5, 15, 30, and 60 minutes. Once the time
equal to respective intervals are passed then the interval data is refreshed for 5, 15, 30, and
60 minutes respectively. For example, from the start time of the campaign, as the time passes
by, the interval data for last 5,15,30,60 minutes get refreshed at respective interval time.
Hence at any given time you always see latest data for the given interval
This page also displays a trend chart where you can monitor the active campaigns. In the trend
chart, the finished contacts are plotted on the Y axis. Finished contacts are the number of contacts
successfully completed in the campaign. On the X axis, the time is plotted. The trend chart also
displays the voice calls and the campaign progress. The trend chart is refreshed after every one
minute.
Field or Button Description

Pause Use to pause the running campaign job.

Stop Use to stop the running or paused campaign job.

Resume Use to resume the paused campaign job.

Settings This button is only displayed if the campaign is in running state.

You can use it to change available campaign parameters at run
time.
Last Poll Displays the time when the Campaign Details screen was last
refreshed.

Multiple campaign summary page field descriptions

Use this page to view the summary for multiple campaigns. All campaigns have to be in the
running state to view the summary. The summary page lists the campaign job with the multiple
tasks, and whether the tasks use pacing. For all tasks, similar details are displayed.
For every campaign, you can view the details such as the number of records in the campaign, the
pacing type if pacing is enabled, and the number of ports in use.

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Field or Button Description

In multiple campaign summary screen on top pane, you can see the campaign name as a link to go to the
Campaign Detail view page, job ID, status of the job, number of processed contacts, and total number of
contacts. If you are running a finite campaign, you can see the percentage complete also.

Pause Use to pause the running campaign job.

Stop Use to stop the running or paused campaign job.

Resume Use to resume the paused campaign job.

The pane on the top displays the task name, ports in use, and all campaign parameters depending on the
campaign type.

Note:
When the system recalculates the allocated ports, you might observe that temporarily the campaign
summary displays ports in use more than the allocated ports. You might see this behavior when the
new job starts , or pauses, or resumes , or when the donated ports returns to the dynamic job.
Interval Displays the different time intervals to show the data. Different intervals
are last 5, 15, 30, and 60 minutes.
Attempts Displays the number of call, or SMS, or email attempts POM makes to
contact the record from the start of the job.
Nuisance Displays the total number of calls marked as Nuisance.
Completion Summary
RPC Displays the total number of records where the completion code with
Right Party Connect (RPC) flag is set.
Success Displays the total number of records where the completion code with
Success flag is set.
Closure Displays the total number of records where the completion code with
Closure flag is set.
For agent-based campaigns, the system displays the average Service Level (SL) and Agent Utilization
(AU) for all zones in which the job is running. You see the following additional fields if you are running an
agent-based campaign.
Agent Time
Avg Talk Displays the total average talk time of agents for current job action.
Avg ACW Displays the total average wrap time of agents for current job action.
Idle % Displays the total time in percentage % for which agent is idle for current
job action.
Aux % Displays the total time in percentage % for which agent is in aux state
for current job action.

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 Data import details view page field descriptions

Data import details view page field descriptions

Use this page to view the details of the selected data import. Depending on the settings that you
select in the User Preferences window you see additional or lesser fields.
Note:
The number of maximum simultaneous import job will be depend on the
hibernate.c3p0.max_size parameter defined in the PIMHibernate.cfg.xml file. The
number of maximum simultaneous import job will be 30% of the value defined for
hibernate.c3p0.max_size parameter. The default value for hibernate.c3p0.max_size
parameter is 100. So default value for the number of maximum simultaneous import job is 30.
Data Import Properties
Field or Button Description
Contact list name Displays the name of the contact list.
Data Source name Displays the data source name.
Organization Displays the organization to which the contact list belongs.
Job ID Displays the job ID of the running job.
Import type Displays the import type.

Job Progress Indicators

Field or Button Description
Start Time Displays the start time of the data import.
Elapsed Time Displays the time for which the job is running.
Status Displays the status of the job.
Processed Contacts Displays the number processed records for the job.

You can also see additional control icons on the page.

Field or Button Description

Pause Use to pause the running job.

Stop Use to stop the running or paused job.

Resume Use to resume the paused job.

This page also displays a pie chart in the right pane, which can be monitored real time. The pie
chart shows the outcome of import. Depending on the outcome of the import such as success,
duplicate address, or any other outcomes, every outcome is displayed with a different pie color.

You can use the to view the data in a tabular format.

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Name Count
Phone Format failed Displays the total number of records rejected matching with
the reject patterns.
Update Displays the total number of updated records.
Matched with DNC Displays the total number of records found matching with the
DNC list.
Rejected Pattern Displays the total number of records rejected matching with
the reject patterns.
Delete Displays the total number of records deleted.
Validation Failed Displays the total number of records for which the validation
failed.
Run Time Error Displays the total number of records that display a run time
error.
Success Displays the total number of successful records imported.
Duplicate Address Displays the total number of records where duplicate
addresses are found.

DNC import details view page field descriptions

Use this page to view the DNC import details. Depending on the settings that you select in the
User Preferences window you see additional or lesser fields.
Note:
The number of maximum simultaneous import job will be depend on the
hibernate.c3p0.max_size parameter defined in the PIMHibernate.cfg.xml file. The
number of maximum simultaneous import job will be 30% of the value defined for
hibernate.c3p0.max_size parameter. The default value for hibernate.c3p0.max_size
parameter is 100. So default value for the number of maximum simultaneous import job is 30.
DNC Import Properties
Field or Button Description
Data Source name Displays the data source name.
Organization Displays the organization to which the DNC list belongs.
Job ID Displays the job ID of the running job.
Import type Displays the import type.

Job Progress Indicators

Field or Button Description
Start Time Displays the start time of the data import.
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 User preferences page field descriptions

Field or Button Description

Elapsed Time Displays the time for which the job is running.
Status Displays the status of the job.
Processed Contacts Displays the number processed records for the job.

You can also see additional control icons on the page.

Field or Button Description

Pause Use to pause the running job.

Stop Use to stop the running or paused job.

Resume Use to resume the paused job.

This page also displays a pie chart in the right pane, which can be monitored real time. The pie
chart shows the outcome of import. Depending on the outcome of the import such as success,
duplicate address, or any other outcomes, each outcome is displayed with a different pie color.

You can use the to view the data in a tabular format.

Name Count
Phone Format failed Displays the total number of records rejected for which the phone
format is failed.
Rejected Pattern "Displays the total number of records rejected matching with the
reject patterns.
Delete Displays the total number of records deleted.
Validation Failed Displays the total number of records for which the validation failed.
Run Time Error Displays the total number of records that display a run time error.
Success Displays the total number of successful records imported.
Duplicate Address Displays the total number of records where duplicate addresses
are found.

User preferences page field descriptions

You can use the User Preferences screen to customize the POM monitor. You can customize
different views and settings.
Note:
If you upgrade POM, the system deletes all previously saved preferences. You must specify
new preferences for:
• POM Global Settings
• POM Trace Settings

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• Monitor Settings
• Campaign Detail View
• Multiple Campaign Summary View
• Data Imports View
• DNC Imports View
• Active Agents View
Use the options buttons to show or hide parameters. Depending on the values that you select, you
see additional or lesser fields on the POM monitor.

Monitor settings page field descriptions

Use this page to configure and change the general settings for customizing the monitor.
Monitor Settings
Settings Description
Skin Selection Use the option buttons to choose a preferred skin. You can choose
either the Gold or the Avaya skin option. The default is Avaya.
Campaigns View Use the option buttons to choose a preferred campaign view
screen mode. You can choose either the Normal View or the
Minimize screen option. The default is Normal View.
Data Import View Use the option buttons to choose a preferred data import view
screen mode. You can choose either the Normal View or the
Minimize screen option. The default is Minimize.
DNC Import View Use the option buttons to choose a preferred DNC import view
screen mode. You can choose either the Normal View or the
Minimize screen option. The default is Minimize.
Agent Summary View Use the options button to choose a preferred agent summary view
screen mode. You can choose either the Normal View or the
Minimize screen option. The default is Minimize.
License Summary View Use the options button to choose a preferred license summary
view screen mode. You can choose either the Normal View or the
Minimize screen option. The default is Minimize.
Inbound Skills View Use the options button to choose a preferred inbound skills view
screen mode. You can choose either the Normal View or the
Minimize screen option. The default is Minimize.

Campaign Detail View: Campaign View

Settings Description
Name Displays the name of the campaign.
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Settings Description
Campaign Type Displays the campaign type as finite or infinite.
Organization Displays the organization to which the campaign belongs. The
default is Hide.
Job ID Displays the job ID of the campaign.
Job Status Displays the job status of the campaign.
Percent completed Displays the percentage completed of processed records for the
selected campaign.
Processed Contacts Displays the total number of processed contacts for the campaign.
Total Contacts Displays the total number of contacts in the contact list associated
with the campaign.
Contact List Displays the name of the contact list associated with the campaign.
Campaign Strategy Displays the name of the campaign strategy associated with the
campaign.
EPMS Displays the name of the EPM server if you are running a voice
campaign. The default is Hide.
Email server Displays the name of the email server if you are running an email
campaign. The default is Hide.
SMS server Displays the name of the SMS server if you are running an SMS
campaign. The default is Hide.
Start Time Displays the time when the campaign job started.
Elapsed Time Displays the time for which the campaign job is running.
Estimated Time Displays the time duration for which the campaign might run based
on calculations done by the POM system.

Note:
The Campaign Details View might take some time to be displayed on the monitor when lot of
attempts are there. For every 1000 thousand attempts, the monitor takes a 10 second delay to
load the detail view.
Campaign Detail View: Contact List View
Settings Description
Number of attempts Displays the number of attempts POM makes to contact the record.
RPC Displays the total number of records where the completion code
with RPC flag is set.
Success Displays the total number of records where the completion code
with Success flag is set.
Closure Displays the total number of records where the completion code
with Closure flag is set.
Nuisance Displays the total number of calls marked as Nuisance.
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Settings Description
Number of connects Displays the number successful connect attempts. POM calculates
the number of connects from the counts of completion codes which
varies for each task type. For calls, POM considers the completion
codes as Answer Human , and Call Answered. For e-mails, POM
considers the completion codes as Email Sent, and for SMS POM
considers the completion code as SMS Delivered.
The default is Hide.
Attempts to list ratio Displays the percentage of attempts with respect to total contacts
for the job. The default is Hide.
RPC to Attempts ratio (%) Displays the percentage of successful RPC connects with respect
to total attempts. The default is Hide.
Success to Attempts ratio (%) Displays the percentage of successfully completed call, or SMS, or
email attempts with respect to total attempts for the job. The default
is Hide.

Note:
Desired ASA, Queue Length, Pace Variation Step, Max Pace, Desired EWT, and Inbound Skill
parameters are applicable only for skill-based campaigns.
Campaign Detail View: Agent Voice Task View
Settings Description
Number of attempts Displays the number of attempts POM makes to contact the record.
Nuisance Displays the total number of calls marked as Nuisance.
Skill Displays the skills you configure on CC Elite and AACC and map in
POM.
Pace Type Displays the pace type as none, time-based, or skill-based
depending on the campaign type you create.
Service Level Displays the number of calls answered within the specified time in
the inbound queue.
Agent Utilization Displays the percentage of time the agent is busy with respect to
the total time the agent spends for the job action.
Minimum Agents Displays the minimum number of agents available to complete the
job action.
Maximum Agents Displays the maximum number of agents available to complete the
job action.
Current Agents Displays the number of agents working to complete the job action.
On Call Displays the total number of agents busy for the job action.
Idle Displays the total number of agents idle for the job action.
Aux Displays the total number of agents in aux state for the job action.
Total Calls Handled Displays the total number of calls handled for the job action.
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 Monitor settings page field descriptions

Settings Description
Average Talk Time Displays the average talk time of agents for the job action.
Average Preview Time Displays the average preview time taken by the agent for the job
action.
Average Hold Time Displays the average time the call is put on hold for the job action.
Average ACW Time Displays the average total wrap time of agents for the job action.
Idle % Displays the total % of time agents are idle for the job action.

Note:

POM does not consider the break duration while calculating the
idle%.
Break % Displays the total % of time agents are on break for the job action.
Callback Scheduled Displays the total number of callbacks scheduled for the job action.
Callback Completed Displays the total number of callbacks completed for the job action.

Campaign Detail View: Automated Voice Task View

Settings Description
Number of attempts Displays the number of attempts POM makes to contact the record.
Nuisance Displays the total number of calls marked as Nuisance.
Minimum Ports Displays the minimum ports used in the campaign job.
Maximum Ports Displays the maximum ports used in the campaign job.
In Use Ports Displays the number of ports in use for the campaign job.
Rate Displays the pacing rate at which time based campaigns are
executed. For a normal campaign the rate are displayed as "none".
Pace Type Displays the pace type as none, time-based, or skill-based
depending on the campaign type you create.
Desired ASA Displays the average time the agent requires to finish the call.
POM monitors the average speed for an inbound skill which you
want to monitor.
Queue Length Displays the number of calls in the wait queue for the inbound skill.
Service Level Displays the number of calls answered within the specified time in
the inbound queue.
Pace Variation Step Displays the percent of increase or decrease in pace when the
current inbound parameter value does not match desired value.
Max Pace Displays the maximum pace value with which the campaign can
run.
Desired EWT Displays the expected time for which the call waits in the queue
before the call is answered.
Inbound Skill Displays the inbound skill you select to monitor for the campaign.

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Campaign Detail View: Completion Code View

Settings Description
RPC Displays the total number of records where the completion code
with Right Party Connect (RPC) flag is set.
Success Displays the total number of records where the completion code
with Success flag is set.
Closure Displays the total number of records where the completion code
with Closure flag is set.

Campaign Detail View: Message and Custom Task View

Settings Description
Number of attempts Displays the number of attempts POM makes to contact the record.
Rate Displays the pacing rate at which time based campaigns are
executed. For a normal campaign the rate are displayed as "none".
Pace Type Displays the pace type as none, time-based, or skill-based
depending on the campaign type you create.
Inbound Skill Displays the inbound skill you select to monitor for the campaign.
Callback Scheduled Displays the total number of callbacks scheduled.
Callback Completed Displays the total number of callbacks completed.
ASA Displays the average time the agent requires to finish the call.
POM monitors the average speed for an inbound skill which you
want to monitor.
Queue Length Displays the number of calls in the wait queue for the inbound skill.
Service Level Displays the number of calls answered within the specified time in
the inbound queue.
Pace Variation Step Displays the percent of increase or decrease in pace when the
current inbound parameter value does not match desired value.
Max Pace Displays the maximum pace value with which the campaign can
run.
EWT Displays the expected time for which the call waits in the queue
before the call is answered.

Campaign Detail View: Agent Detail View

This view displays the session level information for the selected agent.
Settings Description
Agent ID Displays the agent ID of the selected agent for the current session.
State Displays the agent state for the current session for the selected
agent.
Call count Displays the number of calls handled in the current session by the
selected agent.
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Settings Description
Call state Displays the call state for the current session for the selected
agent.
Average Talk Time Displays the total average talk time of the selected agent for the
current session.
Idle Time % Displays the total percentage % of time the selected agent are idle
for the current session.

Note:
POM does not consider the break duration while calculating
the idle%.
Average ACW Time Displays the total wrap time of the selected agent for the current
session.
Average Hold Time Displays the total hold time of the selected agent for the current
session.
Average Preview Time Displays the average preview time of the selected agent for the
current session.
Job Attach Time Displays the time stamp when the selected agent is attached to the
job action
Conference Count Displays the number of conference calls attended by the selected
agent for the job action.
Transfer Count Displays the number of transfers initiated by the selected agent.
Abandoned On Hold Count Displays the number of calls abandoned while call is put on hold by
the selected agent.
Current Outbound Duration Displays the time spent by the selected agent in Outbound.
Agent Session Count Displays the number of times the agent is attached to the current
job action in the current session.
State Time Displays the time duration for which the selected agent is in the
current state.

Campaign Detail View: Inbound Skills Information View

Settings Description
Inbound Skill Displays current values for selected skill for the job received from
CC Elite
ASA ASA and Service Level are not-applicable if you are running skill-
based campaigns through AACC.
Displays the average time in which the agent answers the calls.
Service Level Displays the achieved service level for parameters of the job
action.
Queue Length Displays the number of calls in the wait queue for the inbound
skills.
EWT Displays the expected time for which the call waits in the queue
before the call is answered.

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Campaign Detail View: Selector View

Settings Description
Number of Attempts Displays the total number of call, or SMS, or email attempts POM
makes to contact a record.
Callback Scheduled Displays the number of callbacks scheduled.
Callback Completed Displays the number of callbacks completed.

Multiple Campaign Summary View: Campaign Summary

Settings Description
Attempts Displays the total number of call, or SMS, or email attempts POM
makes to contact a record for a task.
Connects # Displays the number successful connect attempts. POM calculates
the number of connects from the counts of completion codes which
vary for each task type. For calls, POM considers the completion
codes as Answer Human, and Call Answered. For e-mails, POM
considers the completion codes as Email Sent, and for SMS, POM
considers the completion code as SMS Delivered.
The default is Hide.
Hit Rate Displays the percentage of total RPC to total attempts. The default
is Hide.
Nuisance Displays the total number of records marked as Nuisance.
RPC Displays the total number of records where the completion code
with RPC flag is set.
Success Displays the total number of records where the completion code
with Success flag is set.
Closure Displays the total number of records where the completion code
with Closure flag is set.

Multiple Campaign Summary View: Intervals

Settings Description
Last 5 min Displays the total number of records for which the task is
performed in the last 5 min.
Last 15 min Displays the total number of records for which the task is
performed in the last 15 min. The default is Hide.
Last 30 min Displays the total number of records for which the task is
performed in the last 30 min. The default is Hide.
Last 60 min Displays the total number of records for which the task is
performed in the last 60 min.

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 Monitor settings page field descriptions

Data Imports View: Data Import Properties

Settings Description
Contact List Name Displays the name of the contact list.
Data Source Name Displays the data source name.
u
Organization Displays the organization to which the contact list belongs.
Job ID Displays the job ID of the running job.
Import Type Displays the import type.

Data Imports View: Job Progress Indicators

Settings Description
Start Time Displays the start time of the data import.
Status Displays the status of the data import.
Processed Contacts Displays the number of processed contact records for the job.

DNC Imports View: DNC Import Properties View

Settings Description
Data Source Name Displays the data source name.
DNC List Name Displays the name of the DNC list.
Organization Displays the organization to which the DNC list belongs.
Job ID Displays the job ID of the running job.
Import Type Displays the import type.

DNC Imports View: Job Progress Indicators View

Settings Description
Start Time Displays the start time of the DNC import.
Status Displays the status of the DNC import.
Processed Contacts Displays the number processed contact records for the job.

Active Agents View: Agent Summary View

Settings Description
Agent Displays the agent ID.
Agent Extension Displays the extension number the agent uses for making the calls.
Agent Name Displays the agent name.
Skills Displays the skills you have configure in CC Elite and AACC, and
map with
POM skills.
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Settings Description
Agent State Displays the current agent state. The agent state can be any one of
the following:
• Ready: The agent is ready to take a call.
• Busy: The agent is busy with a call and cannot take another call.
• Work Not Ready: The agent is busy with the call wrap up and
cannot take another call.
• Not Ready: The agent is not ready to take a call.
• Pending Not Ready: The agent has marked Not Ready, but is
currently in a call. When the current call is over, the agent
switches to Not Ready state and cannot take another call.
Call State Displays the current call state. The call state can be any one of the
following:
• Idle: The agent is ready and waiting for call.
• Talking: The agent is talking on a call.
• Wrap up: The agent is finished talking on a call, but is wrapping
up the call or making notes.
• Hold: The agent has put the call on hold.
• Consult: The agent is on the call consulting another agent.
• Conference Owner: The agent has initiated a conference call
with other agent and the agent who initiates the call is the
Conference Owner.
• Conference Passive: The other agent participating in the
conference call is the Conference Passive.
• Preview Dialing: Preview Dialing is applicable only for preview
type of campaign. The agent is previewing the information and
dials a call.
• Callback: The agent is doing a callback.
• Pending Call: The agent is currently in a call and has another call
assigned.
• Pending Callback: The agent is on call and pending callback is
offered to agent.
• Preview Dialing: Preview Dialing is applicable only for preview
type of campaign. The agent is dialing a call after seeing the
preview.
• Job End
• Pending Job Attach
• Call Connect
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 Monitor settings page field descriptions

Settings Description
Campaign Name Displays the name of the campaign to which the agent is attached.
Job Id Displays the job Id to which the agent is attached.
Task Displays the current task for the job.
Zone Name Displays the zone of the agent.
Job State Displays the agent job state. The job state can be any one of the
following:
• JobAttached
• JobDetached
• JobEnd
• JobInbound
• Pending Inbound
• Pending Outbound
Locale Displays the locale of the agent.
Time Zone Displays the number of times the agent was attached to the
Inbound work during the current job.
Inbound Count Displays the agent inbound count.
Inbound Duration Displays the agent inbound duration.
Inbound Duration % Displays the percentage % time for which the agent was inbound
with respect to the agent login time.
Off Job Idle Duration Displays the time for which the agent is Ready, but no job is
assigned to the agent.
Login Time Displays the time when the agent logs in. The login time is
localized.
Off Break Duration Displays the break time when the agent is not attached to any job.
Off Break Duration % Displays the percentage % for which the agent is not attached to
any job with respect to the total outbound time.
Outbound Duration Displays the agent outbound duration.
Outbound Duration % Displays the percentage % time for which the agent was outbound
with respect to the agent login time.

Active Agents View: Agent Detail View

Settings Description
Agent Utilization Displays the percentage of time the agent is busy with respect to
the total time the agent spends for current zone of the job action.
Avg After Call Work Time Displays the total wrap time of agents for current zone of the job
action.
Avg Talk Time Displays the total average talk time of agents for current zone of
the job action.
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Settings Description
Call count Displays the number of calls handled in current job action.
In Job Break % Displays the total percentage % of time agents are on break for
current zone of the job action.
In Job Idle % Displays the total percentage % of time agents are idle for current
zone of the job action.
Success Displays the total number of records where the completion code
with Success flag is set.
Success Per Hour Displays the total number of records for each hour where the
completion code with Success flag is set.
Closure Displays the total number of records where the completion code
with Closure flag is set.
Closure Per Hour Displays the total number of records for each hour where the
completion code with Closure flag is set.

Dynamic filtering and sorting

You can change the filter criteria or sort criteria at runtime for a running job. You can use the POM
Monitor to
• Change a job's filter criteria.
• Change a job's sort criteria.
• Add contact list with priority.
• Remove contact list.
On applying any of the above changes, the campaign manager discards the existing contacts from
the dialing table except contacts which are in “in-progress” state. Contact are considered as “in
progress” if they meet any of the following conditions:
• Contacts are picked up for attempt, but not yet attempted.
• Contacts are attempted, but result processing is not done on the contact attempt yet.
• Callback is set on the contact.
• Retry is set on the contact.
• Attempt is in progress for the contact.
To filter or sort the records, POM holds the filter or sort conditions in a database table. At job start,
the campaign manager updates this filter and sort table with the filter and sort conditions specified
in the campaign creation wizard. The campaign manager also updates the table holding the
current parameters for the job with the contact list Ids associated with the campaign for the job.
The new job specific tables do not impact callback and retry contacts. Retry and Callback records
are still maintained in the database table that the campaign manager uses for maintaining dialed
records for further processing.

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 Filtering and sorting records dynamically

Note:
In case of Oracle database, if you specify custom attributes of type STRING for sorting, then
POM considers only first 100 characters of the attribute value for sorting.
When you change the filter condition, the monitor updates the filter and sort tables with the new
conditions and sends a “filter condition change” event to the campaign manager. On receiving the
event, the campaign manager performs the following operation:
1. Campaign manager halts dialing temporarily. It dials only the contacts which are already
picked for dialing, but does not pick next contact for dialing.
2. Campaign manager drops the existing job table and reruns the filtering process.
3. Campaign manager removes all the contacts which are already marked as “Done” from the
table. So, the administrator can redial the previously attempted contacts. The campaign
manager does not remove the contacts which are in “in progress” state.
Note:
If you change the filter criteria, and if the attempted contacts get filtered again as per
the new criteria, then the attempted contacts can get dialed again. To avoid this,
ensure you use the contact's last completion code while specifying the filter condition.
4. The campaign manager checks for the Pause Dialing During Record Selection
configuration in campaign creation wizard, every time it filters the records. If the Pause
Dialing During Record Selection check box is selected, it starts dialing only after POM
finishes filtering all records based on the filter criteria specified. Else, it starts dialing
immediately as soon as the first set of records get filtered.

Filtering and sorting records dynamically

Procedure
1. From the left navigation pane, select POM > POM Monitor.
2. On the Active Campaigns screen, click on the campaign for which you want to change the
filter/sort criteria.
3. On the Campaign Details page, click Settings button.
4. On the settings page, click on Job Parameters.
5. On the Record Selection screen, specify the filter conditions and attributes for filtering.
6. Specify the attributes for sorting under Sort Criteria.
7. Click Show Results button to see the filtered records.
8. Click Apply.

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Job Parameters page field description

Field Description
Record Selection
Filter Condition Type Use the drop down to specify the condition type for
filtering records. If you specify only one condition,
then you can select None from the drop down. If
you specify more than one conditions, you must
select either one of the following options from the
drop down:
• ALL of the conditions are met: The system will
display the records only if all the conditions
match. For example, if you select first name =
John and salary =3000, it will display only those
records where the first name is John and the
salary is 3000.
• ANY of the conditions are met: The system will
display the records if any one of the conditions
match. For example, if you select first name =
John and salary =3000, it will display all those
records where the first name is John or the salary
is 3000. So you will see records where only the
first name matches, or only the salary matches, or
both the first name and salary matches.
• Custom: The system displays the records as per
your criteria. You can use a combination of
contact attributes to filter the records. While
creating custom criteria, ensure you do not repeat
or skip the Condition number in the Custom
Condition string. For example, if you have 4
conditions, 1, 2, 3, and 4, then you cannot write
custom criteria as: (1 and 2) OR (1 and 3).
You can decide the order in which you want the
filter criteria to work and whether the condition will
be checked inclusive of all conditions or exclusive
of some conditions.
Condition Use this to specify custom conditions.

Use the add icon to add conditions to filter

records.

Use the delete icon to remove conditions to

filter records.
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 Job Parameters page field description

Field Description
Attribute name Specify the attribute to filter the records. The
Attribute name field is enabled after you click the

add icon.
Operator Specify the operator to use with the contact attribute
to filter the records. You can use =, !=, in, like, not
like, isNull, and is not null, depending on the data
type of the attribute you select.
• For multi character wild card support, use %
(percentage). Multi character wild card is
supported only with Like and NotLike operators.
• For single character wild card support, use _
(underscore). Single character wild card is
supported only with Like and NotLike operators.
For example, if customer names in the contact list
are Avaya, Avasa, Asurian and the selection
criteria is Ava_a, then only 2 records namely
“Avaya” and “Avasa” are selected.
Value Use this to specify the value for filter criteria. The
system displays the first 100 matching values. For
example, if you are filtering records with last name
containing “Wa”, the system will display the first 100
records which have the last names containing “Wa”.
Actions Use to specify the input value for record
selection.
Sort Order

Use the add icon to add conditions to sort

records.

Use the delete icon to remove conditions to

sort records.
Attribute name Specify the attribute to sort the data either in
ascending or descending order. The Attribute

name field is enabled after you click the add

icon.
If you do not specify any order, the records are
sorted based on the order specified in the data
base.
Sort Order Use the drop down list to specify the sort order. The
sort order can be Ascending or Descending.
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Field Description
Contact List
Contact list name Displays the name of the contact list associated
with the running campaign.
Priority Displays the priority of the contacts to be processed
in the running campaign. For more information on
Priority, see Upload contacts page field
descriptions topic.
Show Results Displays the records filtered/sorted based on the
criteria specified.
Save Saves the filter/sort conditions specified, closes the
current screen and returns to the Campaign
Details screen. However, if you do not make any
changes and click Save, then the system remains
on the current screen.
Apply Applies the changes made to the filter/sort criteria
and displays the current screen.
Cancel Discards the changes made and returns to the
Campaign Details screen.
Close Closes the current screen and returns to the
Campaign Details screen.

Adding contact list to a running campaign

Procedure
1. From the left navigation pane, select POM > POM Monitor.
2. On the Active Campaigns screen, click on the campaign in which you want to add a
contact list.
3. On the Campaign Details screen, click Settings button.
4. On the settings page, click on Job Parameters.
5.
On the Record Selection screen, in Contact List section, click .
6. Select the contact list from the Contact List drop down.
7. Select the priority from the Priority drop down.
8. Click Save.

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 Removing contact list from a running campaign

Removing contact list from a running campaign

Procedure
1. From the left navigation pane, select POM > POM Monitor.
2. On the Active Campaigns screen, click on the campaign in which you want to add a
contact list.
3. On the Campaign Details page, click Settings button.
4. On the settings page, click on Job Parameters.
5. On the Record Selection screen, in Contact List section, select the contact list that you
want to remove from the campaign.
Note:
You cannot remove a contact list that was associated at the start of a campaign.
6.
Click .
7. Click Save.

Zone settings on POM Monitor

Use this to change the zone settings through the POM Monitor
Field or Button Description
Zone Name Displays the zones created on Experience Portal.
Zone State Use to change the state of the zone. You can either make a zone functional or
non-functional by making the zone state as Up or Down respectively.
Failover Zone Use to assign a failover zone for any of the zones is non-functional.
Action Use to make the changes permanent.

Runtime parameters field descriptions

This section lists the parameters that you can change at run time for a job. Depending on the
campaign type you run, you can change different parameters. If no parameters are there to
change , the system displays a message No campaign parameter available for
change.
Simple call campaign
If you are running a simple call campaign, you can change the following parameters:

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Parameter Description
Priority Use the drop-down list to change the priority of the campaign. The
higher the number, the higher is the priority of the campaign. If you
change the value at runtime, then the ports reassignment algorithm
is triggered and ports are reassigned.
Minimum Ports This value determines the least number of ports required for that
job. The minimum ports value can be set as 1. If you change the
value at runtime, then the ports reassignment algorithm is triggered
and ports are reassigned.
Maximum Ports This value determines the maximum number of ports required for
that job. If you change the value at runtime, then the ports
reassignment algorithm is triggered and ports are reassigned.

Simple SMS campaign

If you are running a simple SMS campaign, you cannot change any parameters. The system
displays the message No campaign parameter available for change.
Simple email campaign
If you are running a simple SMS campaign, you cannot change any parameters. The system
displays the message No campaign parameter available for change.
If you are running a campaign with custom pacing, you can change the following parameters:
Parameter Description
Priority Use the drop-down list to change the priority of the campaign. The
higher the number, the higher is the priority of the campaign. If you
change the value at runtime, then the ports reassignment algorithm
is triggered and ports are reassigned.
Minimum Ports This value determines the least number of ports required for that
job. The minimum ports value can be set as 1. If you change the
value at runtime, then the ports reassignment algorithm is triggered
and ports are reassigned.
Maximum Ports This value determines the maximum number of ports required for
that job. If you change the value at runtime, then the ports
reassignment algorithm is triggered and ports are reassigned.

Time-based call pacing campaign

If you are running a call campaign with time-based pacing, you can change the following
parameters:
Parameter Description
Priority Use the drop-down list to change the priority of the campaign. The
higher the number, the higher is the priority of the campaign. If you
change the value at runtime, then the ports reassignment algorithm
is triggered and ports are reassigned.
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 Runtime parameters field descriptions

Parameter Description
Minimum Ports This value determines the least number of ports required for that
job. The minimum ports value can be set as 1. If you change the
value at runtime, then the ports reassignment algorithm is triggered
and ports are reassigned.
Maximum Ports This value determines the maximum number of ports required for
that job. If you change the value at runtime, then the ports
reassignment algorithm is triggered and ports are reassigned.
Outbound Call Pacing Use to change the time interval used for the pacing. Depending on
the time interval unit you specify in the campaign strategy, you see
the pacing as either second, minute, or hour.

Time-based SMS pacing campaign

If you are running a SMS campaign with time-based pacing, you can change the following
parameters:
Parameter Description
SMS Pacing Use to change the time interval used for the pacing. Depending on
the time interval unit you specify in the campaign strategy, you see
the pacing as either second, minute, or hour.

Time-based email pacing campaign

If you are running an email campaign with time-based pacing, you can change the following
parameters:
Parameter Description
Email Pacing Use to change the time interval used for the pacing. Depending on
the time interval unit you specify in the campaign strategy, you see
the pacing as either second, minute, or hour.

Skill-based campaigns
If you are running skill-based campaign, depending on the four parameters namely, Average
Speed of Answer, Expected Wait Time, Desired Service Level, and Queue Length, you can
change different runtime parameters.
If the pacing parameter is Average Speed of Answer (ASA), you can change the following
parameters:
Parameter Description
Priority Use the drop-down list to change the priority of the campaign. The
higher the number, the higher is the priority of the campaign. If you
change the value at runtime, then the ports reassignment algorithm
is triggered and ports are reassigned.
Minimum Ports This value determines the least number of ports required for that
job. The minimum ports value can be set as 1. If you change the
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Parameter Description
value at runtime, then the ports reassignment algorithm is triggered
and ports are reassigned.
Maximum Ports This value determines the maximum number of ports required for
that job. If you change the value at runtime, then the ports
reassignment algorithm is triggered and ports are reassigned.
Desired ASA (in SECOND) Use to change the desired Average Speed of Answer used for the
pacing.
Pace Variation Step (%) Use to specify the percent of increase or decrease in pace when the
current inbound parameter value does not match desired value.
Max Pace Use to change the Max Pace used for the pacing. Depending on the
time interval unit you specify in the campaign strategy, you see the
pacing as either second, minute, or hour.

If the pacing parameter is Expected Wait Time (EWT), you can change the following parameters:
Parameter Description
Priority Use the drop-down list to change the priority of the campaign. The
higher the number, the higher is the priority of the campaign. If you
change the value at runtime, then the ports reassignment algorithm
is triggered and ports are reassigned.
Minimum Ports This value determines the least number of ports required for that
job. The minimum ports value can be set as 1. If you change the
value at runtime, then the ports reassignment algorithm is triggered
and ports are reassigned.
Maximum Ports This value determines the maximum number of ports required for
that job. If you change the value at runtime, then the ports
reassignment algorithm is triggered and ports are reassigned.
Pace Variation Step (%) Use to specify the percent of increase or decrease in pace when the
current inbound parameter value does not match desired value. The
desired value is compared with the current value. If the current
value is less than or equal to the desired value (for EWT, ASA, and
Q-L) the pace is increased. But, if the current value is higher than
the desired value (for EWT, ASA, and Q-L), the pace is decreased.
Max Pace Use to change the Max Pace used for the pacing. Depending on the
time interval unit you specify in the campaign strategy, you see the
pacing as either second, minute, or hour.
Desired EWT (in SECOND) Use to change the desired Expected Wait Time used for the pacing.

If the pacing parameter is Desired Service Level (DSL), you can change the following parameters:
Parameter Description
Priority Use the drop-down list to change the priority of the campaign. The
higher the number, the higher is the priority of the campaign. If you
change the value at runtime, then the ports reassignment algorithm
is triggered and ports are reassigned.
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 Runtime parameters field descriptions

Parameter Description
Minimum Ports This value determines the least number of ports required for that
job. The minimum ports value can be set as 1. If you change the
value at runtime, then the ports reassignment algorithm is triggered
and ports are reassigned.
Maximum Ports This value determines the maximum number of ports required for
that job. If you change the value at runtime, then the ports
reassignment algorithm is triggered and ports are reassigned.
Service Level Service level determines the maximum nuisance calls allowed. The
predictive cruise control algorithm will consider this value to ensure
that the desired level is achieved. For example, if the service level is
defined as 99, then out of 100 answered calls, 99 calls should be
served by agents and only 1 call is allowed as nuisance call
Pace Variation Step (%) Use to specify the percent of increase or decrease in pace when the
current inbound parameter value does not match desired value. The
desired value is compared with the current value, and the pace
decreases if the current value is less than or equal to desired value
(for Service Level). But the pace increases if the current value is
higher than the desired value.
Max Pace Use to change the Max Pace used for the pacing. Depending on the
time interval unit you specify in the campaign strategy, you see the
pacing as either second, minute, or hour.

If the pacing parameter is QueueLength, you can change the following parameters:
Parameter Description
Priority Use the drop-down list to change the priority of the campaign. The
higher the number, the higher is the priority of the campaign. If you
change the value at runtime, then the ports reassignment algorithm
is triggered and ports are reassigned.
Minimum Ports This value determines the least number of ports required for that
job. The minimum ports value can be set as 1. If you change the
value at runtime, then the ports reassignment algorithm is triggered
and ports are reassigned.
Maximum Ports This value determines the maximum number of ports required for
that job. If you change the value at runtime, then the ports
reassignment algorithm is triggered and ports are reassigned.
Queue Length Use to change the Queue Length used for the pacing you specify in
the campaign strategy.
Pace Variation Step (%) Use to specify the percent of increase or decrease in pace when the
current inbound parameter value does not match desired value.
Max Pace Use to change the Max Pace used for the pacing. Depending on the
time interval unit you specify in the campaign strategy, you see the
pacing as either second, minute, or hour.

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Note:
Blank value for any parameter might indicate that the parameter is not specified in the contact
strategy.
Preview based campaign run-time settings
Parameter Description
Priority Use the drop-down list to change the priority of the
campaign. The higher the number, the higher is the priority
of the campaign.
Minimum Agents This value determines the least number of agents required
for that job. The minimum agents value can be set as 0. If
you change the value at runtime, then the agent
reassignment algorithm is triggered and agents are
reassigned.
Maximum Agents This value determines the maximum number of agents
required for that job. If you change the value at runtime,
then the agent reassignment algorithm is triggered and
agents are reassigned.

ECR based campaign run-time settings

Parameter Description
Priority Use the drop-down list to change the priority of the
campaign. The higher the number, the higher is the priority
of the campaign.
Minimum Agents This value determines the least number of agents required
for that job. The minimum agents value can be set as 0. If
you change the value at runtime, then the agent
reassignment algorithm is triggered and agents are
reassigned.
Maximum Agents This value determines the maximum number of agents
required for that job. If you change the value at runtime,
then the agent reassignment algorithm is triggered and
agents are reassigned.
ECR handling probability Use to change probability of configured Expert Call ratio
type for running job action. For example, If Expert Call ratio
type is Agent Update Time and ECR probability is 30 and
10 agents are in Wraup, then the algorithm launches calls
for 10 * 0.3 = 3 agents.
Expert Call Ratio Type Use to specify the ratio type as Agent Work Time or Agent
Update Time. For Agent Work Time, the POM system
monitors the time agents take to complete the calls and
update the records, and adjusts the calling pace
accordingly. For Agent Update Time, the POM system
monitors the time agents take to update records and
adjusts the calling pace accordingly.
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 Runtime parameters field descriptions

Parameter Description
Minimum Hit Rate Depending on the number of calls answered, the system
determines the hit rate and provides that number as an
input to ECR algorithm. This hit rate is guarded by the
minimum hit rate parameter so that the hit rate input to the
ECR algorithm is not lesser than the minimum hit rate.
The minimum and the maximum values of minimum hit rate
are 1 and 100. The default value is 30. For example, if the
system calculated hit rate is 30%, and the minimum hit rate
is 50%, then the system considers the input value to the
ECR algorithm as 50%. Alternatively if the system
calculated hit rate is 70%, then the system considers the
input value to the ECR algorithm as 70%.
For first 5 minutes after the job starts, the system does not
determine the hit rate and considers the initial call hit rate
parameter value configured in the global configurations.

Cruise Control based campaign run-time settings

Parameter Description
Priority Use the drop-down list to change the priority of the
campaign. The higher the number, the higher is the priority
of the campaign.
Minimum Agents This value determines the least number of agents required
for that job. The minimum agents value can be set as 0. If
you change the value at runtime, then the agent
reassignment algorithm is triggered and agents are
reassigned.
Maximum Agents This value determines the maximum number of agents
required for that job. If you change the value at runtime,
then the agent reassignment algorithm is triggered and
agents are reassigned.
Service Level Service level determines the maximum nuisance calls
allowed. The predictive cruise control algorithm will
consider this value to ensure that the desired level is
achieved. For example, if the service level is defined as 99,
then out of 100 answered calls, 99 calls should be served
by agents and only 1 call is allowed as nuisance call

Progressive based campaign runtime settings

Parameter Description
Priority Use the drop-down list to change the priority of the
campaign. The higher the number, the higher is the priority
of the campaign.
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Parameter Description
Minimum Agents This value determines the least number of agents required
for that job. The minimum agents value can be set as 0. If
you change the value at runtime, then the agent
reassignment algorithm is triggered and agents are
reassigned.
Maximum Agents This value determines the maximum number of agents
required for that job. If you change the value at runtime,
then the agent reassignment algorithm is triggered and
agents are reassigned.
Over Dial Ratio Use to specify the dialing ratio with respect to the number
of available agents. For example if you set the over dial
ratio as 1, POM dials 1 call for 1 agent. You can also
specify a float value like 1.2. If you specify the over dial
ratio as 1.2, then POM dials 12 calls for 10 agents. The
higher the over dial ratio, the chances of nuisance calls are
also increased depending on the hit rate. You can specify
any number between 1.0 and 100.

Goal-based campaign run-time settings

Parameter Description
Time Based Finish Criteria
Finish after (Hours:Minutes) Use to change the time-based finish criteria. For example, if
you specify the value as 10:00, the campaign stops 10
hours after the campaign starts.
Completion Code Based Finish Criteria
Finish Condition Displays the finish condition as specified in the campaign
wizard. You cannot change the condition.
Completion code Displays the completion code specified in the campaign
wizard. You cannot change the completion code.
Operator Displays the operator specified in the campaign wizard. You
cannot change the operator.
Goal Based Finish Criteria
Finish Condition Displays the finish condition as specified in the campaign
wizard. You cannot change the condition.
Attribute Name Displays the attribute name specified in the campaign
wizard. You cannot change the attribute name.
Operator Displays the operator specified in the campaign wizard. You
cannot change the operator.
Value Displays the value specified in the campaign wizard. You
can change the value.

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Chapter 28: Audit Log Viewer page field
descriptions

Use this page to create an Audit log report for the details of the administration related activities for
POM.
Field or Button Description
Sort By Use this to view the log files sorted on one of the values mentioned below:
• Time: newest first
• Time: oldest first
• Category
Search Keywords Use this to specify the text to search for in the audit log records. The search is case
insensitive and based on a substring match, not a whole string match.
For example, "Acknowledged" matches "acknowledged", "ACKNOWLEDGED", and
"unacknowledged".
The search uses a logical OR when combining keywords. You can separate multiple
entries with a comma, and use the tilde character (~) to indicate NOT.
For example, if you enter login, logoff, ~user=admin, the report displays any
records that contain the string "login" or "logoff" for all users, except those user
accounts that start with the string "admin". If you enter login, logoff, ~ADMIN,
the report displays any records that contain the string "login" or "logoff" but that do
not contain the string "admin" anywhere within the record.
Category Use this to view the logs as per the categories mentioned below:
• POM Administration
• POM Campaign Director
• POM Campaign Manager
• POM Reporting
• POM SMS Manager
• POM Web Services
• POM Agent Manager
Action Use this view to log files based on one of the actions mentioned below:
• All Actions
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Audit Log Viewer page field descriptions

Field or Button Description

• Add
• Change
• Delete
• View

Note:
If you choose All Actions, you can view the report for ad, change and delete
action supported by POM.
Predefined Values Use this view the log files based on one of the timestamp values mentioned below:
• All Dates and Times
• Today
• Yesterday
Last Limits the report to a specific number of days or hours.
Enter that number of days or hours in the associated text field, then select Days or
Hours from the associated drop-down list. You can enter a whole number from 1 to
99. The system calculates the number of days from midnight to 11:59 p.m.
For example, if the current time is 3:00 p.m. on Wednesday and you enter a 3 in this
field and select Days from the drop-down list, the report includes all activity starting
on Monday at midnight through the end of the current day.
Between Limits the report to a specified range of dates. The default range covers a 7-day
time span that ends with the current date and time. If you want a different range of
dates:
• In the Start Date/Time field, enter the start date using the format dd-mmm-yyyy or
click the calendar icon to select the date from a pop-up calendar. After the start
date, enter the start time using a 24-hour format and the same timezone as the
specified on the POM server.
For example, enter 03-Mar-2007 16:26:10. The default for this field is one week
prior to the current date at time 00:00:00.
• In the End Date/Time field, enter the end date using the format dd-mmm-yyyy or
click the calendar icon to select the date from a pop-up calendar. After the end
date, enter the end time using a 24-hour format and the same timezone as
specified on the POM server.
For example, enter 10-Mar-2007 16:26:10. The default for this field is the day prior
to the current date at time 23:59:59

The amount of data available for this report depends on the setting in the Retention Period field in
the Audit Logs group on the Alarm/Log Options page.
For example, if the Retention Period field value is set to 14, you can enter a start date that is two
weeks before the current date. If Retention Period field value is set to 7, you can only check for the
previous week.

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Chapter 29: Campaign pacing

Use pacing to control the distribution of number of calls, SMSs, or emails you want the POM
system to make or send depending upon availability of the resource like ports, licenses and
agents. POM supports time-based and skill-based pacing for call, SMS and email.
POM supports various modes of pacing for agent campaigns such as preview, progressive, and
predictive campaign.
Time-based pacing for automated voice campaigns
Use the time-based pacing to control the number of calls the system makes per second, minute, or
hour. You can specify the pacing type in the Call node of the campaign strategy.
Time-based pacing for SMS campaigns
Use the time-based pacing for SMS to monitor and control the number of SMS the system sends
per second, minute, or hour. You can specify the pacing type in the SMS node of the campaign
strategy.
Time-based pacing for email campaigns
Use the time-based pacing for email to monitor and control the number of emails the system sends
per second, minute, or hour. You can specify the pacing type in the Mail node of the campaign
strategy.
Skill-based pacing for campaigns
You can use skill-based pacing with Call Center Elite or with Avaya Aura ® Contact Center (AACC).
Skills are monitored using Call Management System (CMS) for Call Center Elite. To use skill-based
pacing for campaigns with AACC, configure the skills on AACC. For more information about
configuring and creating skills in AACC, see Avaya Aura® Contact Center — Proactive Outreach
Manager Integration documentation.
The inbound skills on Call Center Elite are monitored and are used to control the rate of outbound
calls or SMS or emails. You must map the skills from the CMS to the skills created in POM and then
POM accordingly varies the outbound call, SMS, or email flow based on the traffic on the inbound
skill.
Note:
To create and run skill based campaigns using Call Center Elite, you must configure RT Socket
on the CMS server. While configuring the RT Socket to send CMS real time data to POM server,
ensure you use the tvi1 report format.
You can use the skill based pacing to control the rate of the outbound calls, SMS, or emails based
on certain inbound parameters. The parameters are queue length, expected wait time, average
speed of answer, and % answered within service levels.

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Campaign pacing

You can select the EWTLevel values as either High, Med, Low, or combination of any of these
three values while configuring skill based pacing in a campaign strategy. For cases where you select
more than one EWTLevel values, the maximum of the selected EWTLevel values is used to make
the decision by comparing the value against the configured threshold value. If the maximum value of
selected EWTLevel is higher than desired level, then the pacing will be decreased, else the pacing
will be increased.
If the queue length, or the average speed of answer, or the maximum value of the selected
EWTLevel is higher than the desired value, then the pacing is decreased, else the pacing is
increased. However, if the service level parameter value is higher than the desired value, then the
pacing is increased, else the pacing is decreased. Consider the following example to understand
how POM increases or decreases the pace:
Consider you have created a skill based campaign strategy CS1 for handling calls, with
configurations as shown in the following table:
Parameter Value
Parameter Queue Length
Desired Value 3
Initial Pace 1
Pace Interval MINUTE
Pacing Variation (%) 50
Max Pace 5

As per the configurations, POM will start pacing with initial pace 1 per minute and control the
outbound calls based on the Queue Length parameter. POM keeps calculating the pace after every
2 seconds and increases or decreases the pace depending upon the Parameter and Desired
Value. POM considers the Pacing Variation (%) value for increasing or decreasing the pace. To
increase the current pace, the POM adds the Pacing Variation (%) to the current pace value. To
decrease the current pace, POM subtracts the Pacing Variation (%) from the current pace value.
POM considers the maximum and minimum pace values while adjusting the pace. The minimum
pace value is 1.
The following table illustrates how POM adjusts the pace after every 2 seconds depending upon the
strategy configurations:
Table 5: Pacing behavior for parameter Queue length

Queue length received Current Pace (per min) Pacing behavior Updated Pace (per min)
from AACC/CMS
1 1 The queue length is less 1 + 0.5 = 1.5.
than the desired value, Considering the floor
and the current pace is value, updated pace is 2.
less than the max pace
value. So, POM
increases the pace.
2 2 The queue length is less 2+1=3
than the desired value,
Table continues…

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 Queue length received Current Pace (per min) Pacing behavior Updated Pace (per min)
from AACC/CMS
and the current pace is
less than the max pace
value. So, POM
increases the pace.
3 3 The queue length is 3 + 1.5 = 4.5.
equal to the desired Considering the floor
value, and the current value, updated pace is 5.
pace is less than the max
pace value. So, POM
increases the pace.
3 5 The queue length is 5
equal to the desired
value, but the current
pace is also equal to the
max pace value. So,
POM does not change
the pace.
4 5 The queue length is 5 - 2.5 = 2.5. Considering
greater than the desired the floor value, updated
value. So, POM pace is 3.
decreases the pace.
5 3 The queue length is 3 - 1.5 = 1.5. Considering
greater than the desired the floor value, updated
value, and the current pace is 2.
pace is greater than the
min pace value. So, POM
decreases the pace.
5 2 The queue length is 2-1=1
greater than the desired
value, and the current
pace is greater than the
min pace value. So, POM
decreases the pace.
5 1 The queue length is 1
greater than the desired
value, but the current
pace is equal to the min
pace value. So, POM
does not change the
pace.

Consider the following example to understand how POM increases or decreases the pace if you
select either LOW, or Med, or High as the EWT Level:

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Campaign pacing

Table 6: Pacing behavior for parameter Expected Wait Time (EWT)

Parameter Value
Parameter Expected Wait Time
EWT Level Med
Desired Value 3
Initial Pace 1
Pace Interval MINUTE
Pacing Variation (%) 50
Max Pace 5

As per the configurations, POM will start pacing with initial pace 1 per minute and control the
outbound calls based on the Expected Wait Time parameter. POM keeps calculating the pace after
every 2 seconds and increases or decreases the pace depending upon the Parameter and Desired
Value. POM considers the Pacing Variation (%) value for increasing or decreasing the pace. To
increase the current pace, the POM adds the Pacing Variation (%) to the current pace value. To
decrease the current pace, POM subtracts the Pacing Variation (%) from the current pace value.
POM considers the maximum and minimum pace values while adjusting the pace. The minimum
pace value is 1.
The following table illustrates how POM adjusts the pace after every 2 seconds depending upon the
strategy configurations:
Table 7: Pacing behavior for parameter Expected Wait Time (EWT) with EWT Level value Med

EWT Level Med Value Current Pace (per min) Pacing behavior Updated Pace (per min)
received from CMS RTS
Socket
1 1 The EWTLevel value is 1 + 0.5 = 1.5.
less than the desired Considering the floor
value, and the current value, updated pace is 2.
pace is less than the max
pace value. So, POM
increases the pace.
2 2 The EWTLevel value is 2+1=3
less than the desired
value, and the current
pace is less than the max
pace value. So, POM
increases the pace.
3 3 The EWTLevel value is 3 + 1.5 = 4.5.
equal to the desired Considering the floor
value, and the current value, updated pace is 5.
pace is less than the max
pace value. So, POM
increases the pace.
Table continues…

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 EWT Level Med Value Current Pace (per min) Pacing behavior Updated Pace (per min)
received from CMS RTS
Socket
3 5 The EWTLevel value is 5
equal to the desired
value, but the current
pace is also equal to the
max pace value. So,
POM does not change
the pace.
4 5 The EWTLevel value is 5 - 2.5 = 2.5. Considering
greater than the desired the floor value, updated
value. So, POM pace is 3.
decreases the pace.
5 3 The EWTLevel value is 3 - 1.5 = 1.5. Considering
greater than the desired the floor value, updated
value, and the current pace is 2.
pace is greater than the
min pace value. So, POM
decreases the pace.
5 2 The EWTLevel value is 2-1=1
greater than the desired
value, and the current
pace is greater than the
min pace value. So, POM
decreases the pace.
5 1 The EWTLevel value is 1
greater than the desired
value, but the current
pace is equal to the min
pace value. So, POM
does not change the
pace.

Consider you select a combination of LOW, or Med, or High values. For example, if you select the
EWTLevel as Low and Med, then POM considers the maximum of EWTLevel values to increase or
decrease the pace as shown below:
Table 8: Pacing behavior for parameter Expected Wait Time (EWT)

Parameter Value
Parameter Expected Wait Time
EWT Level Low, Med
Desired Value 3
Initial Pace 1
Pace Interval MINUTE
Table continues…

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Campaign pacing

Parameter Value
Pacing Variation (%) 50
Max Pace 5

As per the configurations, POM will start pacing with initial pace 1 per minute and control the
outbound calls based on the Expected Wait Time parameter. POM keeps calculating the pace after
every 2 seconds and increases or decreases the pace depending upon the Parameter and Desired
Value. POM considers the Pacing Variation (%) value for increasing or decreasing the pace. To
increase the current pace, the POM adds the Pacing Variation (%) to the current pace value. To
decrease the current pace, POM subtracts the Pacing Variation (%) from the current pace value.
POM considers the maximum and minimum pace values while adjusting the pace. The minimum
pace value is 1.
The following table illustrates how POM adjusts the pace after every 2 seconds depending upon the
strategy configurations:
Table 9: Pacing behavior for parameter Expected Wait Time (EWT) with EWT Level value Low, Med

EWT Level Values received from CMS Current Pace (per Pacing behavior Updated Pace (per
RTS Socket min) min)
Low Med
1 1 1 POM considers the 1 + 0.5 = 1.5.
maximum of Considering the
EWTLevel values. floor value, updated
In this case, since pace is 2.
both the values are
same, the
EWTLevel value
considered will be
1. The EWTLevel
value is less than
the desired value,
and the current
pace is less than
the max pace
value. So, POM
increases the pace.
2 1 2 POM considers the 2+1=3
maximum of
EWTLevel values,
which, in this case
is 2. The EWT
value is less than
the desired value,
and the current
pace is less than
the max pace
Table continues…

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 EWT Level Values received from CMS Current Pace (per Pacing behavior Updated Pace (per
RTS Socket min) min)
value. So, POM
increases the pace.
2 3 3 POM considers the 3 + 1.5 = 4.5.
maximum of Considering the
EWTLevel values, floor value, updated
which, in this case pace is 5.
is 3. The EWTLevel
value is equal to the
desired value, and
the current pace is
less than the max
pace value. So,
POM increases the
pace.
2 3 5 POM considers the 5
maximum of
EWTLevel values,
which, in this case
is 3. The EWTLevel
value is equal to the
desired value, but
the current pace is
also equal to the
max pace value.
So, POM does not
change the pace.
4 2 5 POM considers the 5 - 2.5= 2.5.
maximum of Considering the
EWTLevel values, floor value, updated
which, in this case pace is 3.
is 4. The EWTLevel
value is greater
than the desired
value. So, POM
decreases the
pace.
5 4 3 POM considers the 3 - 1.5 = 1.5.
maximum of Considering the
EWTLevel values, floor value, updated
which, in this case pace is 2.
is 5. The EWTLevel
value is greater
than the desired
value, and the
current pace is
greater than the
Table continues…

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Campaign pacing

EWT Level Values received from CMS Current Pace (per Pacing behavior Updated Pace (per
RTS Socket min) min)
min pace value. So,
POM decreases the
pace.
4 2 2 POM considers the 2 - 1 = 1
maximum of
EWTLevel values,
which, in this case
is 4. The EWTLevel
value is greater
than the desired
value, and the
current pace is
greater than the
min pace value. So,
POM decreases the
pace.
2 5 1 POM considers the 1
maximum of
EWTLevel values,
which, in this case
is 5. The EWTLevel
value is greater
than the desired
value, but the
current pace is
equal to the min
pace value. So,
POM does not
change the pace.

Call pacing for agent-based campaigns

Call pacing methods are used for agent- based campaigns to control the call rate based on the
availability of agents.
The pacing methods are:
• Predictive Expert Calling Ratio: You can use this method to optimize the use of agents, or
manage and change call handling time, or place as many calls as possible during the job.
Expert Calling Ratio allows you to change the way POM determines when to place the next call
while a job is running.
An administrator can use a Predictive Expert Calling Ratio campaign, and set its parameters
such as ECR update probability, Expert Call Ratio Type, Minimum Hit Rate manually, to
obtain efficient agent utilization and better calling speed. Alternatively, you can use a cruise
control algorithm which automatically ensures efficient agent utilization and better calling speed
and maintaining the desired service level as mentioned in the campaign strategy and Real
Time Monitor per job setting.

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 Reset Cruise Control Pacing Parameters

• Predictive Cruise Control: You can use this method if you want to limit abandoned or nuisance
calls while maximizing the agent utilization (AU). Cruise control automatically maintains the
service level of outbound dialing during a job and connects the calls to agents within a
specified time period. During the job, you do not have to monitor or change the call pacing
settings. The algorithm tries to maximize the AU while maintaining the service level. So in
some extreme conditions such as low hit rate, the AU drops.
For the minimum agent requirement to achieve efficient agent utilization for Predictive Cruise
Control type of pacing, see the Agent Utilization section.
• Progressive: You can use this method to ensure that for each call that POM launches, an agent
is available. This method ensures that nuisance calls are minimal, but also reduces the agent
utilization. The pace of the job is slow as the system keeps waiting for an agent. The system
does not do over dialing using forecasting as for predictive methods. You can accelerate the
pacing by defining the overdial ratio as more than 1. For example, if you set the ratio as 1,
POM launches 1 call for each available agent.
For Progressive type of pacing, there is no minimum agent attachment requirement.
• Preview: You can use this method if you want the agent to preview the customer record before
dialing. This helps in better customer service.
For Preview type of pacing, there is no minimum agent attachment requirement.
Note:
POM uses REFER and Replaces SIP extensions to connect the customer call with the agent
nail-up in case of Progressive & Predictive type of campaigns and for Consult, Transfer and
Conference functionality for all type of campaigns.
POM has the following port utilization for different dialing types:
• Preview: 2 ports.
• Predictive: 2 ports + 1 port (INVITE/REPLACE).
• Progressive: 2 ports + 1 port (INVITE/REPLACE).
Consult/Conference/Transfer scenarios will require extra ports. For more details on ports, refer the
Sizing tool.

Custom pacing for all automated voice campaigns

You can use two Web services for custom pacing. SetMaxAttemptsCountForTask and
GetActiveJobTaskIdForTask. For more information about the Web services, see Developer Guide for
Proactive Outreach Manager.
Related links
Reset Cruise Control Pacing Parameters on page 393

Reset Cruise Control Pacing Parameters

As per legal compliance requirements, the number of nuisance calls should not go beyond three
percent for each day. You must reset the cruise control parameters to support the per day
nuisance limit for the cruise control algorithm. POM resets these parameters for the jobs based on

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Campaign pacing

the user defined inputs. You must configure all the values of these parameters in database. You
must update the pim_config table for following parameters:
• ResetPacingParamTimeZone: ResetPacingParamTimeZone is the timezone for which you
want to reset the pacing parameters. Time zone values should be Java Time zone IDs. In
case of DST, you must provide time zone id such that it considers the DST changes. Default
Value is Europe/London.
• PacingParamResetType: PacingParamResetType parameter can have two values:
- AfterNHours: Use this to reset after ‘n’ number of hours from start of the job. You can
configure number of hours in ResetPacingParamDuration parameter. Use the value ‘0’ to
reset the pacing parameters after ’n’ number of hours.
- midNight: Use this to reset the pacing parameters every midnight at 12:00 AM. Use value
‘1’ to reset the pacing parameters every midnight.
The default value of parameter PacingParamResetType is 0.
• ResetPacingParamDuration: Set this value if you are setting the PacingParamResetType to
“AfterNHours”. The ResetPacingParamDuration value indicates after how many hours you
must reset the pacing parameters. The default value is 0, which means, do not reset the
pacing parameters.
Related links
Campaign pacing on page 385

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Chapter 30: POM shipped applications

POM gives you seven shipped applications which you can use for different types of campaigns.
These applications help you to setup the notifications you want to play when the call is answered.
You must define and configure the applications when you install POM. For more information about
configuring the applications, refer to the Implementing Proactive Outreach Manager guide from
http://support.avaya.com. After you configure these applications based on your requirement, you
can use the applications while creating a campaign strategy for specific campaigns. The
applications are:
• AvayaPOMAgent
• AvayaPOMAnnouncement
• Avaya PomDriver
• AvayaPOMNotifier
• Nailer
• AvayaPOMSMS
• AvayaPOMEmail
Note:
All application names are case-sensitive. POM 3.0.3 and above does not support external
load balancers for Nailer and AvayaPomDriver applications.
AvayaPOMAgent
Use AvayaPOMAgent application to transfer the call after playing a recorded welcome message,
followed by a simple notification text (TTS). The transfer is blind and the application exits after
transferring the call. The notification text is optional for this application. Configure this application as
a POM:Application type in EPM with name as AvayaPOMAgent. The welcome message is optional.
You can specify the welcome message using configurable application variable (CAV) while
configuring the application in EPM. Avaya recommends that you provide a welcome message as
there can be some delay in retrieving the notification text in load scenarios. This delay might lead to
a silence before the system plays the notification text. A welcome message prevents this silence.
The system retrieves the notification text using an internal web service call. If an error occurs in
retrieving this text, the application tries the secondary web service URL and then directly jumps to
transfer. You can use this application only with a POM campaign and does not work as a standalone
application. A special node for this application AvayaAgent is provided in the campaign strategy
under Applications. Specify the ID of the text and the number to transfer to VDN in the properties for
the AvayaAgent node. You can provide tel:AvayaPOMAgent as the destination. If you do so, the
calls are transferred to a nailed POM agent instead of VDN. Ensure that you configure the Avaya
Aura® Experience Portal system and Campaign Manager properly for transfers before using this

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POM shipped applications

application. You must configure this application in EPM with name as AvayaPOMAgent and no other
name works.
You can use two optional CAVs, namely, DNC Digit and DNC Result Prompt for enabling the opt-out
mechanism.
The DNC Digit is a number and if the contact presses this number (DTMF digit) during a call, POM
adds the called number as stored in the contact list to the POM DNC list, without the dialing prefix, if
any. You can mention any number between 0 and 9.
The DNC Result prompt is a wav file that POM plays out to the contact on successful addition to the
DNC list by pressing the DNC Digit while on call.
AvayaPOMAnnouncement
Use AvayaPOMAnnouncement for announcement type of campaigns. You can use the application
to play pre-recorded prompts. You must upload the pre-recorded prompts (wav files) using CAV
while configuring this application in EPM. Configure this application as a POM:Application type in
EPM and with name as AvayaPOMAnnouncement. On the CAV page for this application, you can
upload prompts for maximum three different languages. Each language has four prompts. The
system plays the four prompts in sequence one after another. Select appropriate language from the
list of available language codes and upload respective language prompts for that language using
Browse. Do not select multiple language codes. The first four prompts on the page are default
prompts. These set of prompts are played in sequence one after another if the contact language
does not match with any of the selected languages. The first default prompt (Default Prompt 1) is
mandatory, rest all prompts are optional. You can use this application only with a POM campaign
and does not work as a standalone application. Add a custom application node for this application in
the campaign strategy. Specify AvayaPOMAnnouncement from the drop-down list available for the
Application property of the custom node.
You can use a few optional CAVs, namely, DNC Digit and DNC Result Prompt for enabling the opt-
out mechanism.
The DNC Digit is a number and if the contact presses this number (DTMF digit) during a call, POM
adds the called number as stored in the contact list to the POM DNC list, without the dialing prefix, if
any. You can mention any number between 0 and 9.
The DNC Result prompt is a wav file that POM plays out to the contact on successful addition to the
DNC list by pressing the DNC Digit while on call. The DNC Result Prompt is available per language.
PomDriverApp
This is a system application of POM which manages execution of calls for a POM campaign. The
application launches the calls and then connects the called party to an appropriate application you
specify in the campaign strategy based on the outcome of the call. Configure this application as a
POM: Driver type in EPM with name as AvayaPomDriver. Since all POM applications are child
nodes of this application, you need to specify resources like TTS, required by the children
applications in the configuration of PomDriverApp in the EPM. You can configure multiple driver
applications with same URL, but with different names and resources. Choose right resources
required by the campaign by selecting the driver application in the Driver Application property of the
Call node in the campaign strategy.
When POM places a successful call, a timer called the 'Start of voice timeout' is started. The default
value of this timer is 2000 milliseconds. If POM does not receive the 'start of voice' event within this
duration, POM initiates Answer Human treatment as specified in the campaign strategy. If POM
receives the ‘start of voice’ event within this duration, POM starts another timer called ‘live voice

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 timeout'. The default value of this timer is 1800 milliseconds. If POM receives the ‘live voice’ event
within this duration, then it initiates Answer Human treatment immediately as specified in campaign
strategy. If POM does not receive the ‘live voice' event within this duration, it initiates Answer Human
treatment as specified in campaign strategy after the timeout.
If POM detects live voice event after the Answer Human treatment starts, POM updates the
completion code (Answer_Human) in the database and continues with the Answer Human
treatment. If POM receives ‘Answer Machine’ event after the Answer Human treatment starts, the
driver application waits for the end of machine greeting. On receiving the ‘end of message’ event, it
terminates the Answer Human treatment and initiates Answer Machine treatment as specified in
campaign strategy.
If you disable the compliance timers, then POM driver application waits for result of call classification
till CCA timeout configured in the Campaign Creation Wizard before starting any call treatment. If
POM receives result of call classification within this duration, then it initiates 'Answer Human' or 'Call
Answered' treatment as specified in campaign strategy. If POM does not receive the result of call
classification within this duration, then it initiates 'Answer Human' or 'Call Answered' treatment as
specified in campaign strategy after the timeout.
Note:
If the Answer Human treatment is application type then the specified application is played on the
customer call. If the answer human treatment is agent type then POM driver application informs
the agent manager to connect the customer call to the best available agent. If no agent is
available to connect with the call, then the agent manager informs the driver application to play
the nuisance application configured in the campaign strategy.
AvayaPOMNotifier
Use AvayaPOMNotifier to play a recorded welcome message followed by a simple notification text
(TTS). Configure this application as a POM:Application type in EPM with name as
AvayaPOMNotifier. The welcome message is optional. You can provide the welcome message using
CAV while configuring this application in EPM. The notification text is retrieved using an internal web
service call. If an error occurs in retrieving this text, the application tries the secondary web service
URL and if the problem still exists, an error message is played. You can customize the error
message using another CAV provided for this application. Avaya recommends that you provide a
welcome message as there can be some delay in retrieving the notification text in load scenarios.
This delay might lead to a silence before the notification text is played. A welcome message
prevents this silence . You can use this application only with a POM campaign and does not work as
a standalone application. A special node for this application AvayaNotify is provided in the campaign
strategy under Applications. Specify the ID of the text in the TextId property of the AvayaNotify node.
This application must be configured in EPM with name as AvayaPOMNotifier and no other name
works.
You can use two optional CAVs, namely, DNC Digit and DNC Result Prompt for enabling the opt-out
mechanism.
The DNC Digit is a number and if the contact presses this number (DTMF digit) during a call, POM
adds the called number as stored in the contact list to the POM DNC list, without the dialing prefix, if
any. You can mention any number between 0 and 9.
The DNC Result prompt is a wav file that POM plays out to the contact on successful addition to the
DNC list by pressing the DNC Digit while on call.

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POM shipped applications

Nailer
Use Nailer application to manage the agent nailing session. Configure this application as a POM:
Nailer type in EPM with name as Nailer. In order to use the Nailer application for campaigns, specify
the Nailer application in the campaign strategy. In order for the Agent Manager to work correctly, you
must configure at least one Nailer and one Driver application in the EPM. POM maintains one
nailing session for one agent. If you want to play TTS prompts in the hold application, you must
configure a TTS in the Nailer application.
Note:
You must configure minimum one nailer application and one driver application on a POM system
for every zone. You must configure at least one application with the name “Nailer” and
“PomDriverApp” respectively as with POM: Nailer and POM: Driver type. All application names
except PomDriverApp and Nailer are case-sensitive.
AvayaPOMSMS
Use AvayaPOMSMS to send an SMS. Configure this application as a SMS type in EPM with name
as AvayaPOMSMS. AvayaPOMSMS does not work as a standalone application. A special node for
this application AvayaNotify is provided in the campaign strategy under Applications. Specify the ID
of the text in the TextId property of the AvayaNotify node. You must configure this application in
EPM.
AvayaPOMEmail
Use AvayaPOMEmail to send an email message. Configure this application as an email type in
EPM with name as AvayaPOMEmail. AvayaPOMEmail does not work as a standalone application.
A special node for this application AvayaNotify is provided in the campaign strategy under
Applications. Specify the ID of the text in the TextId property of the AvayaNotify node. You must
configure the application in EPM.

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Chapter 31: Resources

Resources

Documentation
For information on feature administration, interactions, considerations, and security, see the
following POM documents available on the Avaya Support site at http://www.avaya.com/support:
Title Description Audience Document
location
Proactive Outreach Provides general information about Users The latest PDF is
Manager Overview the product overview and the available on the
and Specification integration with other products. Avaya Support site
at Proactive
Outreach Manager
Overview and
Specification.
Implementing Provides information about installing Implementation The latest PDF is
Proactive Outreach and configuring Proactive Outreach engineers available on the
Manager Manager. Avaya Support site
at Implementing
Proactive Outreach
Manager.
Upgrading Proactive Provides information about upgrading Implementation The latest PDF is
Outreach Manager Proactive Outreach Manager. engineers available on the
Avaya Support site
at Upgrading
Proactive Outreach
Manager.
Developer's Guide for Provides information about the System The latest PDF is
Proactive Outreach methods and properties used for the administrators available on the
Manager Web interface of Proactive Outreach Avaya Support site
Implementation
Manager, and various custom classes at Developer
engineers
and application files. Guide for Proactive
Users Outreach
Manager.
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Resources

Title Description Audience Document

location
Troubleshooting Provides general information about System The latest PDF is
Proactive Outreach troubleshooting and resolving system administrators available on the
Manager problems, and detailed information Avaya Support site
Implementation
about and procedures for finding and at Troubleshooting
engineers
resolving specific problems. Proactive Outreach
Users Manager.
®
Avaya Aura Contact Provides conceptual and procedural Users The latest PDF is
Center — Proactive information about the integration available on the
Outreach Manager between Avaya Aura® Contact Center Avaya Support site
Integration (AACC) and Proactive Outreach at Integrating
Manager (POM). Describes the tasks Proactive Outreach
required for AACC and POM Manager
integration.
Using Proactive Provides information about reports in Users The latest PDF is
Outreach Manager Proactive Outreach Manager. available on the
System
Reports Avaya Support site
administrators
at Using Proactive
Outreach Manager
Reports.
Proactive Outreach Provides information about for Users The latest PDF is
Manager High implementing high available POM available on the
System
Availability system in a single data center, and Avaya Support site
administrators
also explains POM behavior in case of at Proactive
failure and high availability. Implementation Outreach Manager
engineers High Availability.
Oracle Database This document is for reporting tables System The latest PDF is
Dictionary for in Oracle database, and provides administrators available on the
Proactive Outreach detailed description about Proactive Avaya Support site
Implementation
Manager Outreach Manager reporting tables at Oracle
engineers
which you will enable to develop Database
custom reports. Dictionary for
Proactive Outreach
Manager.
PostgreSQL Database This document is for reporting tables System The latest PDF is
Dictionary for in PostgreSQL database, and administrators available on the
Proactive Outreach provides detailed description about Avaya Support site
Implementation
Manager Proactive Outreach Manager reporting at PostgreSQL
engineers
tables which you will enable to Database
develop custom reports. Dictionary for
Proactive Outreach
Manager.
MS-SQL Database This document is for reporting tables System The latest PDF is
Dictionary for in MS-SQL database, and provides administrators available on the
Proactive Outreach detailed description about Proactive Avaya Support site
Manager Outreach Manager reporting tables at MS-SQL
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 Resources

Title Description Audience Document

location
which you will enable to develop Implementation Database
custom reports. engineers Dictionary for
Proactive Outreach
Manager.
Proactive Outreach This document gives details of design System The latest PDF is
Manager and and APIs provided by Proactive administrators available on the
Recorder Integration Outreach Manager for integration with Avaya Support site
Implementation
any third party voice call recorder. at Proactive
engineers
Outreach Manager
Users and Recorder
Integration.

You must install Avaya Aura® Experience Portal before you install POM. You will find references to
Avaya Aura® Experience Portal documentation at various places in the POM documentation.
Related links
Finding documents on the Avaya Support website on page 401

Finding documents on the Avaya Support website

About this task
Use this procedure to find product documentation on the Avaya Support website.
Procedure
1. Use a browser to navigate to the Avaya Support website at http://support.avaya.com/.
2. At the top of the screen, enter your username and password and click Login.
3. Put your cursor over Support by Product.
4. Click Documents.
5. In the Enter your Product Here search box, type the product name and then select the
product from the drop-down list.
6. If there is more than one release, select the appropriate release number from the Choose
Release drop-down list.
7. Use the Content Type filter on the left to select the type of document you are looking for,
or click Select All to see a list of all available documents.
For example, if you are looking for user guides, select User Guides in the Content Type
filter. Only documents in the selected category will appear in the list of documents.
8. Click Enter.
Related links
Documentation on page 399

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Resources

Training
The following courses are available on the Avaya Learning website at www.avaya-learning.com.
After logging in to the website, enter the course code or the course title in the Search field and
click Go to search for the course.
To earn the 3309 ACSS — Avaya Aura® Experience Portal with Avaya Proactive Outreach
Manager Implementation and Maintenance certificate, take these courses and exam:
Note:
Earning the certification is not mandatory. You can take the courses to gain knowledge about
the product and need not take the exam.
Course code Course title
Virtual campus path:
Implementation, Maintenance, Troubleshooting and Administration course:
5C00040E Knowledge Access: ACSS — Avaya Aura® Experience Portal with Avaya
Proactive Outreach Manager
The following administration course content is included in the 5C00040E. For administration only courses
take the following:
5C00020E Knowledge Access: Avaya Aura® Experience Portal Administration
5C00050E Knowledge Access: Avaya Proactive Outreach Manager Administration and
Configuration
Traditional Training Path: Implementation, Maintenance and Troubleshooting courses and exam:
Avaya Aura® Experience Portal with Avaya Proactive Outreach Manager- Choose 5C00092I/V OR take
the 4C00100I/V and 5C00090I/V courses:
5C00092I Avaya Aura® Experience Portal, Avaya Aura® Orchestration Designer, Avaya
Proactive Outreach Manager Installation, Maintenance and Troubleshooting
Essentials
5C00092V Avaya Aura® Experience Portal, Avaya Aura® Orchestration Designer, Avaya
Proactive Outreach Manager Installation, Maintenance and Troubleshooting
Essentials
4C00100I Avaya Aura® Experience Portal Implementation
4C00100V Avaya Aura® Experience Portal Implementation
Implementation, Maintenance and Troubleshooting courses and exam:
5C00090I Avaya Aura® Experience Portal, Avaya Aura® Orchestration Designer, Avaya
Proactive Outreach Manager Maintenance and Troubleshooting
5C00090V Avaya Aura® Experience Portal, Avaya Aura® Orchestration Designer, Avaya
Proactive Outreach Manager Maintenance and Troubleshooting
Administration courses:
4C00101W Avaya Aura® Experience Portal Administration
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 Resources

Course code Course title

4C00074W Avaya Proactive Outreach Manager (POM) Administration and Configuration
To earn the 3309 ACSS —Avaya Aura® Experience Portal with Avaya Proactive Outreach Manager
Implementation and Maintenance credential, take these courses and exam:

Note:
Earning the certification is not mandatory. You can take the courses to gain knowledge about the
product and need not take the exam.
3309 Avaya Aura® Experience Portal with POM Implementation and Maintenance
Exam

Viewing Avaya Mentor videos

Avaya Mentor videos provide technical content on how to install, configure, and troubleshoot
Avaya products.
About this task
Videos are available on the Avaya Support website, listed under the video document type, and on
the Avaya-run channel on YouTube.
Procedure
• To find videos on the Avaya Support website, go to http://support.avaya.com and perform one
of the following actions:
- In Search, type Avaya Mentor Videos to see a list of the available videos.
- In Search, type the product name. On the Search Results page, select Video in the
Content Type column on the left.
• To find the Avaya Mentor videos on YouTube, go to www.youtube.com/AvayaMentor and
perform one of the following actions:
- Enter a key word or key words in the Search Channel to search for a specific product or
topic.
- Scroll down Playlists, and click the name of a topic to see the available list of videos
posted on the website.
Note:
Videos are not available for all products.

Support
Go to the Avaya Support website at http://support.avaya.com for the most up-to-date
documentation, product notices, and knowledge articles. You can also search for release notes,
downloads, and resolutions to issues. Use the online service request system to create a service

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Resources

request. Chat with live agents to get answers to questions, or request an agent to connect you to a
support team if an issue requires additional expertise.

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Appendix A: Call flows

Customer call

The following steps explain a customer call flow:

1. Driver Application launches call to the Customer from MPP by sending SIP INVITE.
2. SIP INVITE is routed by System Manager (SM) towards the Gateway (G/W).
3. G/W places the call to the Customer present outside the enterprise.
4. On successfully connecting to the Customer, G/W completes the INVITE transaction, .and
MPP plays the desired message to the customer, or gives some call treatment.

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Call flows

Agent Nailup Call

The following steps explain an agent nailup flow:

1. POM instructs Nailer Application to launch Nailup call to the agent from the MPP.
2. MPP sends INVITE to the agent on Avaya Aura® Communication Manager (CM) / Avaya
Aura® Call Center Elite (CCElite) via System Manager (SM).
3. On completion of INVITE transaction, agent call gets anchored on the MPP.
4. During the Nailup session only MPP conferences the customer calls as per the POM
campaigns.

Preview campaign or Agent Redial

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 Progressive campaign

The following steps explain Preview campaign, or agent redial flow:

1. POM instructs MPP to launch a Nailup call to Agent.
2. MPP2 sends INVITE to the Agent on Avaya Aura® Communication Manager (CM) / Avaya
Aura® Call Center Elite (CCElite) via System Manager (SM). On completion of INVITE
transaction, the Agent call gets anchored on MPP.
3. In Preview campaign or Agent Redial, POM asks MPP to launch another call to the
customer with Agent Nailup call in conference.
4. MPP sends INVITE to the Customer, which lands on Gateway via SM. Gateway tries to
connect to the Customer outside enterprise.
5. On successfully connecting to the Customer, Gateway completes the INVITE transaction,
and the Customer call gets anchored on MPP, where it is already conferenced to the Agent
Nailup call.
6. For Agent customer interaction, MPP initiates an INVITE with Replaces for Customer call
leg.

Progressive campaign

The following steps explain Progressive campaign flow:

1. POM instructs MPP2 to launch a Nailup call to Agent.
2. MPP2 sends INVITE to the Agent on Avaya Aura® Communication Manager (CM) / Avaya
Aura® Call Center Elite (CCElite) via System Manager (SM). On completion of INVITE
transaction, the Agent call gets anchored on MPP2.
3. POM instructs MPP1 to start an outreach attempt to the customer.
4. MPP1 sends INVITE to the Customer, which lands on Gateway via SM. Gateway tries to
connect to the Customer outside enterprise.

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Call flows

5. On successfully connecting to the Customer, Gateway completes the INVITE transaction,

and the Customer call gets anchored on MPP2.
6. For Agent customer interaction, MPP2 initiates an INVITE with Replaces for Customer call
leg.
7. This INVITE with Replaces lands on Gateway via SM. The Gateway then transfers the
customer call leg to MPP2.
8. Agent and Customer start talking as their RTP are processed by MPP2.

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 Internal consult transfer

Internal consult transfer

The following steps explain internal consult transfer flow:

1. POM instructs MPP2 to launch a Nailup call to Agent A.
2. MPP2 sends INVITE to Agent A on Avaya Aura® Communication Manager (CM) / Avaya
Aura® Call Center Elite (CCElite) via System Manager (SM). On completion of INVITE
transaction Agent call gets anchored on MPP2.
3. POM instructs MPP1 to start an outreach attempt to the customer.
4. MPP1 sends INVITE to Customer which lands on Gateway via SM. Gateway tries to
connect to the Customer outside enterprise.

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Call flows

5. On connecting to the Customer, Gateway completes the INVITE transaction, and

Customer call gets anchored on MPP2.
6. For Agent customer interaction, MPP2 initiates an INVITE with Replaces for Customer call
leg. The INVITE with Replaces lands on Gateway via SM, after which the Gateway
transfers the customer call leg to MPP2.
Agent A and Customer start talking as their RTP are processed by MPP2.
7. For Internal consult there has to be another agent which has to be part of the same
campaign as the Agent A. Agent B is in a Nailup call launched by separate session of
Nailer Application launched on MPP3.
Agent A initiates a consult with Agent B and customer call goes on hold with a Music-on-
Hold Application being played to the customer leg.
8. MPP2 sends INVITE with Replaces to CM/CCElite for Agent B. After completion of INVITE
with Replaces transaction, Nailup call of Agent B drops from MPP3 and Agent B is in a
consultation call with the Agent A anchored on MPP2.
9. After the consultation, Agent A transfers the customer to Agent B.
For transfer a new session of Nailer Application is launched on MPP3. The existing call
data of Customer and Agent B is passed to this new session by POM.
10. MPP3 then launches two separate INVITE with Replaces for customer and Agent B
respectively.
11. After completion of these INVITE with Replaces transaction, Agent B and Customer call is
anchored on MPP3.
12. Nailup call of Agent A remains intact on MPP2, and Agent A continues to process further
contacts.

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 Internal conference transfer

Internal conference transfer

The following steps explain internal conference transfer flow:

1. POM instructs MPP2 to launch a Nailup call to Agent A.
2. MPP2 sends INVITE to Agent A on Avaya Aura® Communication Manager (CM) / Avaya
Aura® Call Center Elite (CCElite) via System Manager (SM). On completion of INVITE
transaction Agent call gets anchored on MPP2.
3. POM instructs MPP1 to start an outreach attempt to the customer.
4. MPP1 sends INVITE to Customer which lands on Gateway via SM. Gateway tries to
connect to the Customer outside enterprise.

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Call flows

5. On connecting to the Customer, Gateway completes the INVITE transaction, and

Customer call gets anchored on MPP2.
6. For Agent customer interaction, MPP2 initiates an INVITE with Replaces for Customer call
leg. The INVITE with Replaces lands on Gateway via SM, after which the Gateway
transfers the customer call leg to MPP2.
Agent A and Customer start talking as their RTP are processed by MPP2.
7. For Internal consult there has to be another agent which has to be part of the same
campaign as the Agent A. Agent B is in a Nailup call launched by separate session of
Nailer Application launched on MPP3.
Agent A initiates a consult with Agent B and customer call goes on hold with a Music-on-
Hold Application being played to the customer leg.
8. MPP2 sends INVITE with Replaces to CM/CCElite for Agent B. After completion of INVITE
with Replaces transaction, Nailup call of Agent B drops from MPP3 and Agent B is in a
consultation call with the Agent A anchored on MPP2.
9. After the consultation, Agent A brings the customer in conference with Agent B. All three
can talk to each other during this conference.
Within the conference, Agent A transfers the customer to Agent B.
For transfer, a new session of Nailer Application is launched on MPP3. The existing call
data of Customer and Agent B is passed to this new session by POM.
10. MPP3 then launches two separate INVITE with Replaces for customer and Agent B
respectively.
11. After completion of these INVITE with Replaces transaction, Agent B and Customer call is
anchored on MPP3.
12. Nailup call of Agent A remains intact on MPP2, and Agent A continues to process further
contacts.

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 External transfer from a Consult

External transfer from a Consult

The following steps explain how an agent can transfer a call from a consult in POM:
1. POM instructs MPP2 to launch a nailing call to the agent.
2. MPP2 sends an INVITE message to the agent on Avaya Aura® Communication Manager/
Avaya Aura® Call Center Elite via System Manager. On completion of the INVITE
transaction, the agent call gets anchored on MPP2.
3. POM instructs MPP1 to start an outreach attempt to the customer.
4. MPP1 sends INVITE to the customer, which lands on the Gateway via System Manager.
The Gateway tries to connect to the customer outside the enterprise.
5. On connecting to the customer, the Gateway completes the INVITE transaction and the
customer call gets anchored on MPP2.
6. For the agent-customer interaction, MPP2 initiates an INVITE with Replaces transaction for
the customer call leg.
7. This INVITE with Replaces message lands on the Gateway via System Manager. The
Gateway then transfers the customer call leg to MPP2.
8. The agent and customer start interacting as their RTPs are processed by MPP2.
9. When the agent wants to consult an external agent, POM asks MPP2 to call the external
agent.

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Call flows

10. MPP2 starts MusicOnHold application on the customer leg and sends INVITE message to
the external agent which lands on the Gateway via System Manager. The Gateway tries to
connect to the external agent.
11. On connecting to the external agent, the Gateway completes the INVITE transaction and
the external agent call gets anchored on MPP2.
12. During the consult, the agent can transfer the customer to an external agent for which,
POM instructs MPP2 to send a REFER message to the external agent. The REFER
transaction contains customer call information in the Refer-To header.
13. This REFER message lands on Gateway via System Manager and replies back with 202
Accepted. The Gateway then drops the customer call leg towards MPP2 by sending a
BYE message.
14. Since the Gateway anchors the customer and the external agent call legs outside the
enterprise, it merges them together.
15. The Gateway sends NOTIFY messages to MPP2 via System Manager to notify the
successful transfer. MPP2 drops the external agent call leg by sending a BYE message to
the Gateway. As a result, the customer call gets disposed from the POM system, whereas
the customer and external agent interaction can continue.
Related links
External transfer from a conference on page 415

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 External transfer from a conference

External transfer from a conference

The following steps explain how an agent can transfer a call from a conference in POM:
1. POM instructs MPP2 to launch a nailing call to an agent.
2. MPP2 sends an INVITE message to the agent on Avaya Aura® Communication Manager/
Avaya Aura® Call Center Elite via System Manager. On completion of the INVITE
transaction, the agent call gets anchored on MPP2.
3. POM instructs MPP1 to start an outreach attempt to the customer.
4. MPP1 sends an INVITE message to the customer which lands on Gateway via System
Manager. Gateway tries to connect to the customer outside the enterprise.
5. On connecting to the customer, the Gateway completes the INVITE transaction and
customer call gets anchored on MPP2.
6. For the agent-customer interaction, MPP2 initiates an INVITE with Replaces transaction for
the customer call leg.
7. This INVITE with Replaces message lands on the Gateway via System Manager. The
Gateway then transfers the customer call leg to MPP2.
8. The agent and customer start interacting as their RTPs are processed by MPP2.
9. When the agent wants to consult an external agent, POM asks MPP2 to call the external
agent.

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Call flows

10. MPP2 starts MusicOnHold application on the customer leg and sends an INVITE message
to the external agent which lands on the Gateway via System Manager. The Gateway tries
to connect to the external agent.
11. On connecting to the external agent, the Gateway completes the INVITE transaction and
the external agent call gets anchored on MPP2.
12. If during consult, the call agent wants to conference customer, then POM instructs MPP2
to stop MusicOnHold application and merge all the three call legs. As a result, they can talk
to each other as their RTP streams are merged/mixed by MPP2.
13. During conference, the agent can transfer the customer to the external agent for which,
POM instructs MPP2 to send REFER message to the external agent. The REFER
message contains the customer call information in its Refer-To header.
14. This REFER lands on the Gateway via System Manager and it replies back with 202
Accepted. The Gateway then drops the customer call leg towards MPP2 by sending a
BYE message.
15. Since the Gateway anchors the customer and the external agent call legs outside the
enterprise, it will merge them together.
16. The Gateway sends NOTIFY messages to MPP2 via System Manager to notify the
successful transfer. MPP2 drops the external agent call leg by sending a BYE message to
the Gateway. As a result, the customer call gets disposed from the POM system, whereas
the customer and the external agent interaction can continue.
Related links
External transfer from a Consult on page 413

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Index
Special Characters application ..........................................................................160
area code and time zone mapping .................................... 306
_nailer calls associate address in Agent Desktop ................................... 56
sip ............................................................................... 302 associate organization ....................................................... 201
sip_protocol ................................................................ 302 associating addresses ......................................................... 68
associating attributes with contact lists ..............................227
associating contact list .......................................................227
Numerics Attachment .........................................................................172
2 way SMS and e-mail campaigns ...................................... 42 attribute detail page ........................................................... 236
attributes .................................................................... 229, 231
attributes association ......................................................... 226
A Audit log viewer page field descriptions .............................383
Avaya Agent .......................................................................161
AACC configurations ......................................................... 339
Avaya Notify .......................................................................161
about campaigns ................................................................. 39
add attributes ..................................................................... 237
add bulk DNC addresses ...................................................266 B
add campaign ...................................................................... 48
Add CMS connectivity and roles ................................333, 334 business rules ......................................................................79
add completion codes ........................................................123
add contact ........................................................................ 208 C
Add contact to DNC ................................................... 267, 275
addinganewagentattribute ................................................. 106 call ..................................................................................... 137
adding attributes ................................................................ 243 call flow
adding completion code .....................................................124 Agent Nailup Call ........................................................406
adding country ....................................................................311 Agent Redial ............................................................... 406
adding DNC data source ................................................... 273 Customer Call .............................................................405
adding multiple attributes ...................................................244 Internal conference ..................................................... 411
adding multiple completion codes ......................................125 Internal consult ........................................................... 409
adding native scripts .......................................................... 102 Preview .......................................................................406
adding new campaign attribute ............................................89 Progressive campaign ................................................ 407
adding POM server ............................................................280 transfer ................................................................409, 411
Adding POM Server ...........................................................280 Campaign
adding roles ......................................................................... 34 Associate rules ....................................................... 49, 50
adding users ........................................................................ 33 campaign attribute ............................................................... 90
Add multiple attributes ....................................................... 240 deleting ......................................................................... 90
add new agent attribute ..................................................... 106 campaign attributes ............................................................. 88
add new campaign attribute .................................................89 about .............................................................................88
add new contact list ........................................................... 200 Campaign detail view .........................................................348
Add new contact list ...........................................................200 campaign finish criteria ........................................................ 68
add phone reject pattern ....................................................309 Campaign finish criteria ....................................................... 56
add POM server .................................................................280 Campaign manager
address .............................................................................. 154 rule ..........................................................................49, 50
AES ....................................................................................337 zone ........................................................................49, 50
agent address book ................................................. 91, 95, 96 Campaign Manager
about .............................................................................91 associate rules ..............................................................48
adding entry ..................................................................95 campaign restrictions .........................................................191
adding multiple entries ..................................................95 campaign restrictions page ................................................191
deleting entry ................................................................ 96 campaign rules .................................................................... 48
editing entry .................................................................. 96 campaigns
agentattribute .....................................................................107 manage address book .................................................. 91
agent attributes .................................................................. 105 campaign strategies ...........................................................128
agent node .........................................................................160 campaign strategy ..................................................... 187, 188
agent scripts .................................................................. 97, 98 multiple addresses retry ............................................. 187

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Index

campaign strategy (continued) custom SMS application ...................................................... 43

multiple channel selector ............................................ 188
campaign strategy edit .......................................................189
campaign strategy editor ................................................... 132
D
campaign strategy from a system template ....................... 174 Data import view ................................................................ 357
campaign strategy from draft ............................................. 174 data source ........................................................................ 210
campaign strategy from scratch .........................................173 Data source summary information ............................. 211, 217
campaign strategy save as ................................................ 132 delete campaign strategy ...................................................190
campaign summary ............................................................. 60 delete POM server .............................................................283
Campaign summary view .................................................. 375 deleting a campaign strategy .............................................190
CCMA ................................................................................ 337 deleting attributes .............................................................. 245
change filter criteria ........................................................... 370 deleting completion code ................................................... 126
change sort criteria ............................................................ 370 deleting contact list ............................................................ 227
changing users .................................................................... 33 deleting POM server .......................................................... 283
completion code .................................................................108 deleting role ......................................................................... 34
completion code association ................................................56 detail attribute page ........................................................... 236
completion codes ...............................................................121 dialing rule ......................................................................... 321
completion codes, add dialing rule ........................................................... 321
multiple completion codes .......................................... 124 adding dialing rule ...................................................... 322
compliance edit dialing rule ........................................................... 323
OFCOM ........................................................................ 74 editing dialing rule .......................................................323
condition ............................................................................ 155 editing phone starting digits for dialing rule ................ 324
configuration ...................................................................... 293 phone starting digits for dialing rule ............................324
configure recorder ..............................................................302 dialing rules ........................................................................306
contact data source ........................................................... 210 DNC add .................................................................... 267, 275
contact filtering criteria .........................................................53 DNC data source page ...................................................... 272
contact list DNC data source page field descriptions .......................... 265
add contact ................................................................. 201 DNC import view ................................................................358
delete contact ............................................................. 202 DNC list details .................................................................. 267
contact list association .......................................................226 DNC registered contact details .......................................... 275
contact list details .............................................................. 206 dynamic filtering .................................................................370
contact lists ........................................................................ 193 sorting .........................................................................372
create campaign .................................................................. 48 dynamic Filtering ................................................371, 374, 375
create campaigns ................................................................ 50 dynamic sorting ..................................................371, 374, 375
create campaign strategy .................................................. 173
Create POM skills .............................................................. 334
create schedule ................................................................. 270 E
Creating a cruise control campaign strategy ..................... 183
editagentattributes ............................................................. 106
creating agent scripts .........................................................101
Edit attribute page field descriptions ..................................237
Creating a skill based campaign strategy .......................... 179
edit campaign attributes .......................................................89
Creating expert call ratio campaign strategy ..................... 184
Edit completion code ......................................................... 125
Creating preview campaign strategy ................................. 185
Edit contact information ..................................................... 209
Creating progressive campaign strategy ........................... 186
edit CTI details ...................................................................333
Creating skill-based email campaign strategy ................... 182
edit data source ................................................................. 217
Creating skill-based SMS campaign strategy .................... 181
editing a campaign attribute .................................................90
creating time-based email campaign ................................. 178
editing a campaign strategy ...............................................189
cruise control pacing ..........................................................393
editing an agent attribute ................................................... 107
CTI details ..........................................................................332
editing completion code ..................................................... 126
custom ............................................................................... 162
editing native scripts .......................................................... 102
Custom
editing POM server ............................................................ 282
custom mail node ....................................................... 171
Editing POM Server ........................................................... 281
custom SMS node ...................................................... 171
editing voice server ............................................................286
mail action .................................................................. 171
edit license settings ............................................................. 37
SMS action ................................................................. 171
edit POM server .................................................................282
custom email ......................................................................171
edit POM Server configuration ...........................................281
custom Email application ..................................................... 44
Edit POM skills ...................................................................336
custom node ...................................................................... 170
edit voice server .................................................................286

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 Index

email delivery and CAV for 2 way email ...............................44 manage agent address book entry (continued)
emptying contact list .......................................................... 228 new contact .................................................................. 94
enable recorder ..................................................................302 manage agent attributes .................................................... 105
Enable TLS add new agent attribute .............................................. 106
TLS1.0 ........................................................................ 337 editing an agent attribute ............................................ 107
TLS1.1 ........................................................................ 337 manage agent scripts .......................................................... 98
TLS1.2 ........................................................................ 337 manage campaign attribute
exception ........................................................................... 153 adding new campaign attribute .....................................89
exclude contacts ........................................................ 198, 199 add new campaign attribute ......................................... 89
excluded contacts .............................................................. 196 manage campaign attributes ............................................... 88
exporting campaign strategy ..............................................189 edit campaign attributes ............................................... 89
external transfer editing a campaign attribute ......................................... 90
consult manage campaign strategies .............................................130
conference ...........................................................413 manage configurations ...................................................... 293
manage contact lists .......................................................... 194
manage data sources ........................................................ 214
F manage data source schedule ...........................................215
filter manage import data schedule ........................................... 270
exclude contacts .........................................................197 mark contacts
Filter ...................................................................371, 374, 375 not callable ......................................................... 198, 199
media server in a campaign .................................................51
monitor ...............................................................................370
G monitor active campaigns .................................................. 340
monitor active data imports ................................................342
generate csv template ....................................................... 243
monitor DNC import ........................................................... 342
global phone number reject pattern
Multiple campaign summary .............................................. 355
add global phone number reject pattern .....................312
adding global phone number reject pattern ................ 313
edit global phone number reject pattern ..................... 314 N
editing global phone number reject pattern ................ 314
global reject patterns ......................................................... 306 new features in POM 3.0.5 .................................................. 15
manage global reject pattern ...................................... 312 New in 3.0.5 .........................................................................15
global rules not callable .........................................................................196
execution order .............................................................87 Notification Text ................................................................. 133
rule order ...................................................................... 87
O
H override ..............................................................................152
handler ...............................................................................135
P
I pacing ................................................................................ 385
import DNC data source summary information ..................269 pacing for agent based campaigns ....................................385
Importing campaign strategy ............................................. 189 phone formats ....................................................................306
manage country specific settings ............................... 308
reject phone numbers .................................................308
L reject phone patterns ..................................................308
phone number parameters
legal ..................................................................................... 74
editing phone number parameters .............................. 311
licensing POM ......................................................................36
edit phone number parameters ...................................311
phone number reject pattern
M editing phone number reject pattern ...........................316
edit phone number reject pattern ................................315
Mail .................................................................................... 168 phone number reject patterns
Manage address book customer record list .........................92 default phone number reject patterns for countries .... 327
manage agent address book entry phone reject pattern
edit contact ................................................................... 96 adding phone reject pattern ........................................310
multiple contacts ...........................................................94

February 2017 Using Proactive Outreach Manager 419

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Index

phone reject pattern (continued) Rule Editor (continued)

add new country ......................................................... 310 view rules ......................................................................86
add phone reject pattern .............................................309 Rules
POM Home .......................................................................... 16 campaigns
POM license ........................................................................ 36 zones .....................................................................87
POM license settings ........................................................... 37 run data source ..................................................................266
POM manager ................................................................... 287 Run data source ................................................................ 205
POM monitor ......................................................................343
POM Monitor ......................................................347, 348, 360
active agents .............................................................. 343
S
inbound skills .............................................................. 347 Save campaign as ............................................................... 60
license summary .........................................................348 Schedule Creation ............................................................. 270
monitor settings .......................................................... 360 SDK ................................................................................... 337
POM ports and licenses .......................................................70 select media server ..............................................................51
POM server ........................................................................277 selector ...................................................................... 143, 144
POM server fields .............................................................. 279 condition ..................................................................... 144
POM shipped applications ................................................. 395 conditions ................................................................... 143
POM zones ................................................................ 289, 290 Sender's Address ...............................................................155
manage zone licenses ................................................290 SMS ................................................................................... 166
manage zones ............................................................ 289 SMS delivery and CAV for 2 way SMS ................................ 42
zone configuration ...................................................... 289 sort .....................................................................371, 374, 375
zone licenses ..............................................................290 SRTP ................................................................................. 302
post finish processing .......................................................... 58 start POM ...........................................................................287
Proactive Outreach Manager Monitor ................................340 stop POM ...........................................................................288
product information ............................................................ 399 support ...............................................................................403
purge schedule configuration .............................................304 supported languages ......................................................... 246
purging campaign data ...................................................... 304 supported time zones ........................................................ 246
purging import data ............................................................305 system rules .........................................................................79

R T
real-time .............................................................................370 Text Item ............................................................................ 134
Recorder time based SMS campaign strategy .................................. 178
TLS connection ...........................................................302 time zone and area code mapping .................................... 306
reject patterns .................................................................... 306 time zone area code mapping ........................................... 316
reset pacing parameter ......................................................393 adding time zone ........................................................ 318
restrict ................................................................................ 148 add time zone ............................................................. 317
restrict contacts edit guard times .......................................................... 319
Rule editor .................................................................... 79 editing phone starting digits for time zone .................. 321
restrictions ......................................................................... 144 editing time zone area code mapping .........................320
restrict outreach attempts .................................................... 79 edit time zone area code mapping ............................. 319
result .................................................................................. 157 guard times .................................................................317
Result phone starting digits for time zone ..............................320
Custom ....................................................................... 159 TLS .................................................................................... 302
Custom Call ................................................................ 158 training ............................................................................... 402
custom Mail ................................................................ 159
Custom SMS .............................................................. 159
ResultProcessors ...............................................................156 U
Retry .................................................................................. 164
upload contacts ..................................................................202
roles ..................................................................................... 28
uploading data from file ..................................................... 205
Rule editor
url .......................................................................................163
create rules ...................................................................81
user preferences ................................................................359
rules
users add ............................................................................. 33
add rules ................................................................81
Rule Editor
List rules ....................................................................... 86
rules list ........................................................................ 86

February 2017 Using Proactive Outreach Manager 420

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 Index

V
videos ................................................................................ 403
View POM skill association with CC Elite skill and CMS setup
detail .................................................................................. 329
voice server ....................................................................... 285

W
Warranty .............................................................................. 14

Z
zone filter ........................................................................... 200
zone settings on POM monitor .......................................... 375

February 2017 Using Proactive Outreach Manager 421

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