Verifying Outbound contact routing to agents

Last Updated : May 10, 2022 |

About this task

Use this procedure to verify that the Outbound contacts are routed to agents.

Before you begin

  1. Commission the POM server and configure it to connect to Avaya Oceana®.

  2. Configure attributes in Avaya Oceana® and assign them to the Outbound agent.

  3. Configure a campaign on the POM server and ensure that all Completion Codes are added.

    The campaign must contain skills that match the attributes for the Outbound agent. The campaign must be predictive or progressive.

  4. Enable the Publish Attempt Data To Context Store flag under the Context Store option while creating a campaign.

Procedure

  1. Log in to Avaya one-X® Agent or Avaya one-X® Communicator.
  2. Log in an agent with Outbound channel to Avaya Workspaces and ensure that agent is ready to handle Outbound calls.
  3. Log in to the POM server and start the POM campaign.
  4. Answer the nail up call on the agent station.
  5. Answer the customer call on the customer phone and ensure that the work card appears on the agent work space.
  6. Release the Outbound contact, select a Disposition Code, and then complete the ACW timer.