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01 telephone numbers, see the Avaya Web site: http://www.avaya.com/
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04 Contents
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06 Chapter 1: About Proactive Outreach Manager......................................................................7
07 Introduction.......................................................................................................................................................7
08 Additional information........................................................................................................................................8
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10 Chapter 2: POM concepts.........................................................................................................9
11 Concepts...........................................................................................................................................................9
12 Campaigns and campaign restrictions..............................................................................................................9
13 Contact groups, attributes, and data sources..................................................................................................11
14 Media channels...............................................................................................................................................12
Contact strategies...........................................................................................................................................14
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DNC lists.........................................................................................................................................................14
16 Web services...................................................................................................................................................15
17 Pluggable Data Connector..............................................................................................................................15
18 Multi-tenancy...................................................................................................................................................16
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20 Chapter 3: POM Configurations.............................................................................................19
21 System requirements......................................................................................................................................19
22 POM VPMS plug-in.........................................................................................................................................19
23 POM server overview......................................................................................................................................19
POM server configuration options...................................................................................................................20
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Database server..............................................................................................................................................22
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26 Chapter 4: POM reports..........................................................................................................25
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28 Chapter 5: Contacting support...............................................................................................27
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30 Index.........................................................................................................................................29
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16 Introduction
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18 With rapid changes in the enterprise environment, it is necessary to design applications to
19 meet new needs. One such need is instant access to corporate information, which requires
20 enhanced alerts and notification services. Following are some technological considerations
21 affecting these services:
22 • The number of access channels is increasing. For example, you can send an alert to
23 multiple devices or contact nodes, such as a telephone at home or work, or a mobile
24 phone, Personal Digital Assistant, pager, fax machine, or teletypewriter. You can also
25 send the alert as an e-mail, a voice mail, or a text message.
26
27 • Voice over Internet Protocol and Session Initiation Protocol are the accepted choices for
28 network connectivity. Their capabilities, including ubiquity of coverage and the ability to
29 link multiple devices, are compatible with the evolving demands of the marketplace.
30 Avaya Proactive Outreach Manager (POM) is an application that meets the new needs and
31 considerations. POM provides a solution for unified, multichannel, inbound and outbound
32 architecture, with the capability to communicate through different channels of interaction, from
33 Short Message Service (SMS) to e-mail to the traditional voice and video.
34
35 POM is a managed application of Voice Portal, a new class of application, linking the
36 capabilities within the platform more closely with the management infrastructure and services.
37 It provides a prepackaged application which focuses on quicker deployments, shorter time to
38 market, and lower costs. To provide an infrastructure that is manageable, you need services
39 to these packaged applications. These services focus on the manageability, security,
40 accessibility, licensing, and deployment options required for an application. You can deliver
41 straightforward business value by delivering on a multichannel notification capability. The
42 multichannel notification capability aligns with contact center capabilities. POM provides
43 notifications for a variety of collections, marketing, information delivery, and customer services,
44 which affect various industries, such as Financial Services, Federal, State, and Local
45 Governments, Healthcare, Transportation, Education, and Utilities.
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01 About Proactive Outreach Manager
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07 Additional information
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09 This document includes the following additional information on POM:
10 • System requirements on page 19
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12 • Architecture
13 • POM server configuration options on page 20
14 • POM server overview on page 19
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16 • Concepts on page 9
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14 Concepts
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16 This section lists the various POM concepts:
17 • Campaigns and campaign restrictions on page 9
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19 • Contact groups, attributes, and data sources on page 11
20 • Media channels on page 12
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22 • Contact strategies on page 14
23 • DNC lists on page 14
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25 • Web services on page 15
26 • Pluggable Data Connector on page 15
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• Multi-tenancy on page 16
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33 Campaigns and campaign restrictions
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35 A campaign delivers a specific message to all contacts in the database through selected
36 channels such as e-mail, SMS, and voice.
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38 POM provides a Web-based wizard to create campaigns. A campaign typically has a name, a
39 priority, a contact strategy, and one or more contact groups.
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The priority of the campaign determines the number of licenses allocated by POM to a
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particular campaign during execution. The contact strategy determines the media channels
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used by a campaign. You can associate one or more Voice Portal Management System
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(VPMS), SMS servers, and e-mail servers.
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45 Campaigns can be of two types, finite and infinite. Finite campaigns terminate after processing
46 all contacts or when the campaigns meet the specified finished criteria. Use a finite campaign
47 when you want to select the contacts for a particular campaign, prior to starting the campaign.
48 An infinite campaigns does not terminate after processing the contacts associated with it,
49 neither can you specify a finish criteria. You must stop the infinite campaign manually. Use
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04 infinite campaigns when you want to send unplanned notifications, and insert contacts
05 dynamically using POM Web services.
06 Optionally, you can set filter criteria on the contact groups. If you specify a filter criteria, POM
07 applies the criteria at the beginning of a campaign and selects only those contacts meeting
08 the specified criteria.
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10 You can define and associate one or more custom completion codes with a campaign when
11 you need some user input. For example, if you have a blood donation campaign, when the
12 potential donor answers the telephone, POM plays a custom Dialog Designer (DD) application
13 with a message that prompts the potential donor to press 1 if interested, or 2 if not interested.
14 On pressing 1 or 2, the DD application updates the appropriate completion code (Interested
15 in Blood Donation, Not interested in Blood Donation) using the POM Pluggable Data
16 Connectors (PDC).
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You can optionally set criteria for terminating finite campaigns. A few examples of campaign
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20 • Goal-based campaign: This campaign terminates after receiving an expected number of
21 responses from customers.
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23 • Time-based campaign: This campaign terminates after running for a specific time
24 duration. For example, you can terminate a campaign after 12 hours.
25 • Completion code-based campaign: This campaign terminates after a specific completion
26 code condition is achieved. For example, you can terminate a blood donation campaign
27 after you receive 50 invitations accepted responses.
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29 • Natural finish: This campaign terminates when none of the above termination criteria are
30 met.
31 After you create a campaign, you can schedule or run the campaign in any manner. You can
32 run a campaign as a single instance or as multiple instances. For example, a birthday campaign
33 can run daily, or a credit card notification campaign can run on every Monday and then again on
34 the last working day of the month. For recurring campaigns, the frequency of recurrence could
35 be daily, or weekly, or monthly, or you can customize it to suit your requirement.
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37 You can monitor an active campaign and pause, resume, or stop the campaign.
38 Campaign restrictions: As a POM administrator, you have the rights to set campaign
39 restrictions at the highest level while creating campaigns. These restrictions are applicable to
40 all campaigns.
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42 You can override the campaign restrictions at the individual campaign level or while defining
43 the contact strategies.
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45 For example, if you have set a campaign restriction to not call a contact registered in the Do
46 Not Call (DNC) list, you can override the restriction for an individual campaign.
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01 Contact groups, attributes, and data sources
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09 Campaigns need phone numbers for making phone calls and sending SMSs, and e-mail
10 addresses for sending e-mail messages. Based on the campaign requirements, you might
11 need additional information for each contact. For example, for a collections type of campaign,
12 you will need information like Amount_Due, or for a blood donation campaign, you will the
13 blood group of each contact.
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Typically this contact data resides outside POM in a contact management system, and based
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on your campaign requirements, you need to import relevant contact records into POM at
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regular time intervals.
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18 POM provides comprehensive features to manage various aspects of contact data mentioned
19 above. You can set up any number of contact groups, and define any number of contact
20 attributes. It allows you to import contact records into a contact group from various external
21 data sources like flat files, external database, and provides various Web service methods to
22 create, read, and update contact records.
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24 You can export all contact records into a comma-separated values (.csv) file.
25 Contact Attributes: Attributes are properties of contact data. POM supports various attributes
26 which are common and typically needed for processing the contact data. You can filter the
27 contact data based on the attributes. The following table lists the system attributes:
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29 System Attributes
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31 ID
32 First Name
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Phone Number 2
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38 E-mail address
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47 Use the ID attribute for values that are unique identifiers for a contact record. For example,
48 use ID for Social Security Number, home phone number, bank account number, unique
49 customer identification number.
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04 If you specify the Language in a contact record, POM plays the notification text in the specified
05 language.
06 If you specify the Time zone, POM uses the time zone value to resolve time-based restrictions
07 that are specified in the contact strategy.
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09 Based on your campaign needs, you might need custom attributes like Amount Due, Due Date,
10 and BloodType. POM provides you the ability to set up custom attributes, and import data into
11 these attributes. A typical custom attribute has a name, data type, and privacy flag. The privacy
12 flag helps you to define the visibility of this attribute in a multi-tenancy set up. For more details
13 about multi-tenancy, refer to Multi-tenancy on page 16.
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Contact Groups: A contact group is a logical collection of contact records. You can set up any
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number of contact groups, and associate one or more contact groups with a campaign.
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Alternatively, you can use a single contact group in multiple campaigns. In a multi-tenant
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environment, you can associate a contact group to one or more tenants.
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19 Contact Data Sources : Contact data sources provide the ability to organize contact records
20 into a contact group. You can define two type of data sources, file based and database based.
21 With the file-based data source, you can import contact records from a .csv file into a contact
22 group. The .csv file can either be on local file system or can be on the File Transfer Protocol
23 (FTP) server. With the database-based data source, you can import contact records from an
24 external database. You can run the data source once to import data, or schedule it to run at a
25 defined date and time. You can define recurring schedules to import data at a fixed interval
26 from an external file or a database.
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34 POM uses different notification channels mentioned below to run various campaigns.
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36 The figure below illustrates the media resources required by a POM server.
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38 Figure 2–1: Media resources required by POM server:
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34 Based on the various completion codes designed for SMS, you can monitor the delivery of
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Examples of system completion codes related to SMS are SMS_Pending, SMS _Failed,
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39 e-mail channel
40 This notification channel sends e-mail messages using the Simple Mail Transfer Protocol, and
41 supports only text as e-mail and multiple attachments.
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43 Examples of system completion codes related to e-mails are E-mail_sent and E-mail_failed.
44 Voice and video channel
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46 Use this notification channel to assign various DD applications, as a part of the contact strategy.
47 You can use the two built-in applications, AvayaPOMNotifier and AvayaPOMAgent, to send
48 simple notifications or to transfer a call to an agent.
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09 Use contact strategies to define the various actions to be taken on a contact during a campaign.
10 In an action, you can choose the notification channel (voice, sms, or e-mail) and address to
11 notify the contact. The notification channel is mandatory for creating for creating and running
12 any campaign.
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You can also specify various rules for contact like timing restrictions and number of retries. You
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can specify the applications to be used and/ or the personalized notifications texts to be sent
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in the contact strategy.
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17 Use contact strategies to:
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19 • Define various channels like voice, SMS, and e-mail, to communicate with the customer.
20 • Allow flexibility when using different telephones at different times. For example:
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22 - Call Joe at the home telephone from 6 a.m. to 8 a.m.; call the work telephone from
23 8 a.m. to 4p.m, and call the home telephone from 4p.m. to 6 p.m.
24 - Send an SMS to Frank's work telephone, wait for 4 hours, and in case of no reply
25 call Frank on the home telephone.
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27 • Define the DD applications that you want to play for a live voice and an answering
28 machine. When you use the DD applications, you can give differential treatment
29 depending on whether the call is answered by a live voice, or an answering machine.
30 For example, if a live voice answers the call, the DD application transfers the call to an
31 agent , and if an answering machine answers the call, the DD application plays a
32 notification message.
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34 • Define the retry parameters for unsuccessful attempts like call busy and ring no answer.
35 • Allow override of global restrictions based on certain opt-ins. For example, if any contact
36 has set a Global restriction to not call a contact registered in the DNC list. Another example
37 is where a contact strategy for ‘Salary notification’ might override the DNC-related global
38 restriction based on the ‘Salary notification opt-in’ field set for each contact.
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46 With POM, you can import the DNC lists from a variety of service providers into the database.
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09 You can gain access to POM features using various VP_POMAgentAPIService Web service
10 methods. The different methods are:
11 • GetAllCompletionCodesForCampaign: Use this method to retrieve all the completion
12 codes used for a particular campaign.
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14 • AddContactToJob: Use this method to add contact records to running campaigns.
15 • SaveContact: Use this method to save contact information in any contact group.
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17 • AddToDNCList: Use this method to add phone numbers and e-mail addresses to the
18 DNC lists.
19 • RemoveFromDNCList: Use this method to remove phone numbers and e-mail
20 addresses from the DNC lists.
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22 • IsDNC: Use this method to verify if a given phone number or e-mail address exists in the
23 DNC list.
24 • GetContactData: Use this method to retrieve contact information from any contact group.
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26 • GetContactAttributeValue: Use this method to retrieve specific contact attributes for a
27 contact record.
28 • UpdateCompletionCode: Use this method to update the completion code for a given
29 contact record.
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31 • UpdateContactAttributeValue: Use this method to modify individual contact attribute for
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39 The PDC is a plug-in that helps you gain access to the POM specific operations using a DD
40 application. All the nodes access different methods of the VP_POMAgentAPIService Web
41 service. For details on the methods, refer to the Pluggable Data Connector and Web Services
42 Developer's Guide.
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44 The POM-specific PDC nodes are:
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46 • Update disposition: Use this node to set or update custom completion codes. You can
47 terminate campaigns based on the completion codes.
48 • Add contact info: Use this node to add or update contacts to the POM database.
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04 • Add contact to running jobs: Use this node to add or update contacts dynamically. You
05 can use this node to update the database in case of infinite campaigns.
06 • Get contact info: Use this node to retrieve existing contact information.
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• Update contact attribute: Use this node to modify the existing attributes for a given
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contact.
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10 • Get contact attribute: Use this node to retrieve the attribute value for a given contact.
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• Add to DNC list: Use this to add contacts to the DNC list.
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13 • Remove from DNC list: Use this to remove contacts from the DNC list.
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18 Multi-tenancy
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20 Multi-tenancy in POM is based on Voice Portal. To use the multi-tenancy in POM, you need to
21 enable multi-tenancy in Voice Portal, and create organizations and users.
22 For details on multi-tenancy, refer to the “Voice Portal” 5.1 documentation.
23
24 Depending on the organization to which the user belongs, or depending on the basic
25 configuration settings, you can restrict the access to campaigns, reports, custom attributes,
26 and data sources.
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POM elements impacted by multi-tenancy
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29 • Contact attributes: A root user can mark custom attributes like salary as private and
30 associate with a particular organization. Users belonging to the associated organization
31 have access to the private custom attribute.
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• Contact groups: A root user can associate contact groups with one or many organizations.
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35 • Custom completion code: A root user can view all the custom completion codes. Users
36 belonging to a specific organization can view the completion codes created by any user
37 belonging to that organization.
38 • Contact data: A root user can view and edit all the contact data. Users belonging to a
39 specific organization can view and edit contact data created by any user belonging to that
40 organization.
41 • Contact strategy: A root user can view and edit all contact strategies. Users belonging
42 to a specific organization, can view and edit the contact strategies created by any user
43 belonging to that organization.
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• Campaign: A root user can view and edit all campaigns. Users belonging to a specific
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46 organization.
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48 • Reports: A root user can generate reports for all campaigns. Users belonging to a specific
49 organization can create reports only for those campaigns created by any user belonging to
50 that organization.
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16 The POM system consists of various components. The Voice Portal system is one of the
17 minimum default requirements. For details on the hardware requirements for installing Voice
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20 The minimum system requirements are:
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23 • Database server
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30 POM integrates with the VPMS to provide common administration and management tasks like
31 Single Sign On, user management, logs, alarms and license management. You can install
32 POM VPMS plug-in only on the primary VPMS. When you install the VPMS plug-in, it registers
33 POM as a managed application with Voice Portal, deploys the POM Web application on the
34 Tomcat server, and runs various scripts to initialize POM—related configurations. The POM
35 VPMS plug-in also installs various POM utility scripts like installDB.sh , which you can use
36 for configuring the POM database.
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42 POM server overview
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44 The POM server constitutes of core POM components required to execute campaigns and
45 communicate with the external SMS service providers, and various POM Web services. You
46 can install the POM server either on primary VPMS or secondary VPMS. If you install it on
47 more than one system, it provides high availability and failover capabilities.
48 The POM components are:
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50 • Campaign Director: Campaign Director is a Linux service responsible for triggering
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04 resuming campaigns based on user action, and terminating campaigns if finish criteria is
05 specified for a campaign. If you install POM as a multiple server configuration, only one
06 campaign director is in active state and others are in dormant state. For a multiple server
07 configuration, the campaign director is responsible for assigning contacts to be processed
08 for any campaign, across POM servers. Campaign Director is also responsible for
09 redistribution of load in case of failures.
10 • Campaign Manager: The core campaign engine of POM. It is responsible for parsing a
11 contact strategy, making voice calls, sending SMS or e-mail messages. For making
12 outbound calls, it interfaces with one or more VPMS servers, for sending SMS/ e-mail
13 messages it interfaces with one or more SMS server/ e-mail servers. If you configure
14 multiple VPMS, SMS, and e-mail servers, the campaign manager uses all the servers in a
15 synchronized manner, thus using all media resources available for load balancing and
16 failover. If you chose to install POM as a multiple server configuration, the campaign
17 manager service runs on all POM servers. When you run a campaign, each campaign
18 manager processes the contacts allocated to it by the campaign director.
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20 • SMS Gateway: SMS Gateway is a Linux service installed with POM server. This service is
21 responsible for interfacing with external SMS Service providers using the SMPP 3.4
22 protocol. The SMS gateway is capable of working with multiple SMS Service providers.
23 When you configure multiple SMS Service providers, the SMS gateway uses all the
24 service providers to provide load balancing and failover. The SMS gateway service needs
25 to be run only if you plan to send SMS as part of POM campaigns.
26 • POM Web services: POM Web services are installed as part of POM server and are
27 typically accessed from the DD applications. POM PDC uses Web services to interface
28 with POM. You can use the Web services to gain access to various contact attributes to
29 play personalized prompts or make certain decisions in the DD application flow.
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36 You can install POM software either on a single server or on multiple servers, based on your
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39 You can use a single server for smaller campaigns, and multiple servers for larger campaigns.
40 In case of a single server configuration, you can use a separate server for failover.
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43 The following illustration depicts the single server configuration:
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45 Figure 3–1: POM single server configuration
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33 Multiple server configuration
34 The following illustration depicts the multiple server configuration:
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36 Figure 3–2: POM multiple server configuration
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31 This includes one or more POM servers, installed on the primary VPMS and auxiliary VPMS.
32 The VPMS plug-in resides only on the primary VPMS.
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34 If you have installed POM as a multiple server configuration, and you have more than one
POM servers, one of the online POM server controls the failover and load balancing.
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36 The possible configurations in a multiple server configuration are:
37 • VPMS plug-in and POM server on primary VPMS system.
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39 • VPMS plug-in on primary VPMS server, and POM server on auxiliary VPMS system.
40 • VPMS plug-in and POM server on the primary VPMS system, and up to three POM
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04 POM supports both Oracle and Postgres databases.
05 You can install the POM database either on a local server or on a remote database server.
06 Voice Portal 5.1 supports local Postgres database. You can create a POM schema in the Voice
07 Portal 5.1 database, or you can create a POM schema on the local Postgres database server.
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09 If you want to create the POM schema on an Oracle database, you must install the Oracle
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11 You can generate various POM reports using VPMS. The reports can be broadly classified as:
12 POM Campaign Summary report
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name, the priority of the campaign, the type of the campaign and contact strategy name along
15 with schedule ID, job start time, job finish time, job finish reason, total Call Attempts, total SMS
16 Attempts, and total e-mail Attempts.
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18 POM Completion Code Summary report
19 This report gives a high-level summary of the completion codes used for the campaigns. The
20 report displays the campaign name, the campaign type, the campaign priority, the contact
21 strategy, schedule ID, job start time, job finish time, completion code and total contacts.
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23 POM Completion Code Trend report
24 This report gives an hourly trend for every completion codes, for each job of the selected
25 campaigns. The report displays the campaign name, campaign type, campaign priority, contact
26 strategy, schedule ID, job start time, trend ID, trend start time, completion code, and total count.
27 POM Campaign Detail report
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29 For any campaign that you select, this report displays the contact attempt history related to
30 the specific campaign. You can generate this report as a .xls or .pdf file. This file can contain
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33 Note:
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35 form of charts.
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37 You can generate and view reports for different types of campaigns. For finite campaigns, you
can generate and view the reports after successful completion of the first job instance.
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Chapter 5: Contacting support
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11 Contacting Avaya technical support
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Avaya provides support telephone numbers for you to report problems or ask questions about
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your product.
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15 For support in the United States: 1-800-242-2121
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For international support: See the 1-800 Support Directory listings on the Avaya Web site:
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http://support.avaya.com/
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19 Escalating a technical support issue
20 Avaya Global Services Escalation Management provides the means to escalate urgent service
21 issues. For more information, see the Escalation Management listings on the Avaya Web site.
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23 Database support
24 Go to www.oracle.com, or go to www.postgresql.org
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05 Index
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08 A multi-tenancy ..............................................................16
09 N
10 additional information ...................................................8
11 notices legal .................................................................2
12 C P
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14 campaigns ....................................................................9 PDC ............................................................................15
15 concepts used by POM ................................................9 pluggable data connector ...........................................15
16 contact groups ............................................................11 POM components .......................................................19
contact strategies .......................................................14 POM concepts ..............................................................9
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POM configurations ....................................................20
18 POM server ................................................................19
19 D
Proactive Outreach Manager Introduction ...................7
20 data connector ............................................................15 Proactive Outreach Manager server ..........................19
21 database server ..........................................................22 R
22 DNC ............................................................................14
23 DNC lists ....................................................................14 reports ........................................................................25
24 S
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26 services ......................................................................15
27 e-mail ..........................................................................12 sms .............................................................................12
28 support contacts .........................................................27
29 L V
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31 legal notices .................................................................2 video ...........................................................................12
32 voice ...........................................................................12
33 M W
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35 media channels ..........................................................12 Web services ..............................................................15
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