A campaign delivers messages to all its contacts through email, SMS, voice, and custom channels.

You can use POM to create agent-based or automated agentless campaigns.

Campaigns can be of the following two types:

• Finite campaign: A finite campaign stops after processing all contacts or when the campaign meets the specified finish criteria.

• Infinite campaign: An infinite campaign does not stop after processing all contacts, and you cannot specify a finish criteria for an infinite campaign. You must stop an infinite campaign manually.

  Use infinite campaigns to add contacts dynamically by using the POM web services.

You can associate the following with a campaign:

• Contact lists and filter templates: To specify the contact (customer) records to be attempted from the campaign. You can associate one or more contact lists with a campaign.

  You can associate a filter template to the contact list. POM applies the filter criteria to the contact list at the start of the campaign and selects only those contacts that meet the specified filter criteria. The campaign runs based on the filtered records from the contact list.

  For more information about contact list and filter templates, see Contact list and filter template association for a campaign.

• Skill: To determine the suitable agents, with the skill, to be acquired for the campaign.

• Campaign strategy: To define the pacing type of the campaign, and various actions to take on a contact record during the campaign. For example, you can define the retry parameters for unsuccessful contact attempts such as Call Busy or Ring No Answer.

  In an action, you can choose the notification channel as either voice, SMS, email, or custom action to notify the contact.

  For more information about campaign strategy, see Overview.

• DNC lists: To determine the contacts who have opted out from receiving calls, emails, and SMS messages from the campaign. You can associate one or more Do Not Call (DNC) lists with the campaign.

• Completion codes: To define the outcome of the contact attempts.

  You can associate one or more custom completion codes with a campaign.

  For example, if you have a blood donation campaign, when a potential donor answers the call, POM plays a custom Avaya Orchestration Designer application message that prompts the potential donor to press 1 if interested or 2 if not interested. On pressing 1 or 2, the Avaya Orchestration Designer application updates the appropriate completion code (Interested in Blood Donation or Not interested in Blood Donation) by using Pluggable Data Connector (PDC).

  In case of an agent-based campaign, the agent can select a custom completion code to indicate the outcome of the call.

• Rules: To apply restrictions on contact attempts based on contact or address, number of attempts, channel type, last attempt completion code, nuisance frequency, or attribute and system values such as, DNC, day, date, and time.

You can also perform additional configurations for a campaign, such as, assign a holiday to a campaign if you do not want POM to attempt the contact records during the holiday.

You can also specify the dialing order for the priority, regular, and retry records in a campaign.

To run agent-based campaigns, SIP and Campaign Manager connections are mandatory. Ensure that you have SIP ports reserved for POM applications and campaigns.

Agentless voice notification campaigns can run without Campaign Manager if SIP Proxy is available. Email and SMS notification campaigns can work standalone without SIP or Campaign Manager.

A finite campaign can end after processing all the contacts, or you can define any one of the following finish criteria for the campaign:

• Goal-based campaign: A goal-based campaign stops after receiving an expected number of responses from its contacts.

  For example, you can configure a goal-based campaign to terminate when the payment amount collected is greater than 30000.

  In such campaigns, if the amount collected attribute is present in multiple contact lists, the campaign calculates the value of the amount collected attribute for all contact lists, and terminates the campaign after the criteria are achieved.

  For other campaigns, where only the contact list associated with the campaign is considered, use distinct attributes across contact lists to set different goals for each of the campaigns.

• Time-based campaign: A time-based campaign stops after running for a specific duration or at a specific date and time. For example, you can configure a time-based campaign to terminate after running for 12 hours from the campaign start time.

• Completion code-based campaign: A completion code-based campaign stops after the campaign achieves a specific completion code condition. For example, you can configure a completion code-based blood donation campaign to stop after receiving 50 AcceptedResponse completion codes.

  Note:

  When you set finish criteria for a completion code-based campaign, ensure you set the archival at the job end.

  For agent-based campaigns, if you use system completion codes as the completion criteria, the campaign might not stop after meeting the criteria because completion codes are overwritten based on the completion codes given by an agent.

After creating a campaign, you can run the campaign immediately or schedule it to run at a specified date and time. You can run a campaign once or multiple times.

For example, you can schedule a birthday campaign to run daily and a credit card notification campaign to run every Monday.

For recurring campaigns, the frequency of recurrence can be daily, weekly, monthly, or you can customize the frequency according to your requirement.

A global user has access to all the campaigns across organizations. An Org user has access to the campaigns created by users belonging to a specific organization.