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Administering Avaya Proactive Outreach Manager
Progressive campaign
The following steps explain Progressive campaign flow:
POM instructs MPP2 to launch a Nailup call to Agent.
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.
POM instructs MPP1 to start an outreach attempt to the customer.
MPP1 sends INVITE to the Customer, which lands on Gateway via SM. Gateway tries to connect to the Customer outside enterprise.
On successfully connecting to the Customer, Gateway completes the INVITE transaction, and the Customer call gets anchored on MPP2.
For Agent customer interaction, MPP2 initiates an INVITE with Replaces for Customer call leg.
This INVITE with Replaces lands on Gateway via SM. The Gateway then transfers the customer call leg to MPP2.
Agent and Customer start talking as their RTP are processed by MPP2.