Manual dialing |
Manual Template |
Use a manual campaign strategy to use the Manual Dialing feature. The Manual Dialing feature allows agents to dial a customer number through Workspaces, or third-party software or device, and record the details of the call in POM.
Note:
POM systems that are enabled only for manual dialing can run only manual and email type of campaigns.
In case of a multi-handler campaign strategy, ensure the campaign strategy does not contain handlers with predictive, preview, and SMS pacing type.
Ensure the following in the Call node:
The Call Pacing Type property is set to Manual. Set the Timed Preview property as appropriate. If the agents use Workspaces to dial the contacts, set the Timed Preview option to No. All CCA parameters, Driver Application, Nailer Application, Nuisance Call Application, and On Hold Application in the Call node are disabled by default and cannot be enabled. |
Call |
Simple Call |
Use this template to create a campaign strategy for voice calls. Ensure the following in the campaign strategy:
In the Text Item node, specify a value for the Text property. You can also delete the Notification Text and Text Item nodes if you do not want to configure any notification text. In the Call node, select the driver application in the Driver Application property. You must add the PomDriverApp application through the EPM application menu before using it. |
Email |
Simple Mail |
Use this template to create a campaign strategy for sending email messages. Ensure the following in the campaign strategy:
In the Text Item node, do the following:
In the Text property, specify the email message you want to send. In the Subject property, specify the subject of the email message. In the Mail node, ensure the following:
Select the application in the Mail Application property. You must add the AvayaPOMEmail application through the EPM application menu before using it. In the Sender’s Address property, specify a valid sender's email address as configured in the EPM email connection configuration. In the Result Processor node, set the Next State property to wait. In the Result node for email delivered, set the Next State property to done. For more information about capacity and pacing of email messages in Avaya Experience Portal, see the Avaya Experience Portal documentation. |
SMS |
Simple SMS |
Use this template to create a campaign strategy for sending SMS messages. Ensure the following in the campaign strategy:
In the Text property of the Text Item node, specify the SMS message you want to send. In the SMS node, ensure the following:
Select the application in the SMS Application property. You must add the AvayaPOMSMS application through the EPM application menu before using it. In the Sender’s Address property, specify a valid sender's SMS address (long number or short code) as configured in the EPM SMS connection configuration. In the Result Processor node, set the Next State property to wait. In the Result node for SMS message delivered, set the Next State property to done. For more information about capacity and pacing of SMS messages in Avaya Experience Portal, see the Avaya Experience Portal documentation. |
Time-based call campaign |
Time Based Call Template |
Use this template to create a campaign strategy for voice calls with time-based pacing. Ensure the following in the campaign strategy:
In the Text property of the Text Item node, specify the TTS text you want to play. In the Call node, ensure the following:
Set the Driver Application property to PomDriverApp. You must add the PomDriverApp application through the EPM application menu before using it. Specify a value for the Call Pace property. You can specify any value between 1 and 1000000. Specify a value for the Call Pace Time Unit property in seconds, minutes, or hours. |
Time-based SMS campaign |
Simple SMS |
Use this template to create a campaign strategy for sending SMS messages with time-based pacing. Ensure the following in the campaign strategy:
In the Text property of the Text Item node, specify the SMS message you want to send. In the SMS node, ensure the following:
In the SMS Application property, select the AvayaPOMSMS application. You must add the AvayaPOMSMS application through the EPM application menu before using it. In the Sender’s Address property, type a valid sender's SMS address (long number or short code) as configured in the EPM SMS connection configuration. In the SMS Pacing Types property, click Time Based. Specify a value for the SMS Pace property. You can specify any value between 1 and 1000000. Specify a value for the SMS Pace Time Unit property in seconds, minutes, or hours. In the Result Processor node, set the Next State property to wait. In the Result node for SMS message delivered, set the Next State property to done. For more information about capacity and pacing of SMS messages in Avaya Experience Portal, see the Avaya Experience Portal documentation. |
Time-based email campaign |
Simple Mail |
Use this template to create a campaign strategy for sending email messages with time-based pacing. Ensure the following in the campaign strategy:
In the Text Item node, do the following:
In the Text property, specify the email message you want to send. In the Subject property, specify the subject of the email message. In the Mail node, ensure the following:
In the Mail Application property, select the AvayaPOMEmail application. You must add the AvayaPOMEmail application through the EPM application menu before using it. In the Sender’s Address property, specify a valid sender's email address as configured in the EPM email connection configuration. In the Email Pacing Types property, click Time Based. Specify a value for the Pace property. You can specify any value between 1 and 1000000. Specify a value for the Mail Pace Time Unit property in seconds, minutes, or hours. In the Result Processor node, set the Next State property to wait. In the Result node for email message delivered, set the Next State property to done. For more information about capacity and pacing of email messages in Avaya Experience Portal, see the Avaya Experience Portal documentation. |
Skill-based call campaign |
Skill Based Call Template |
Use this template to create a campaign strategy for voice calls with skill-based pacing. You cannot create a skill-based call campaign strategy if you have configured POM in Oceana mode. Ensure the following in the campaign strategy:
In the Text Item node, specify a value for the Text property. In the Call node, ensure the following:
In the Driver Application property, click PomDriverApp. You must add the PomDriverApp application through the EPM application menu before using it. In the Skill property, click the skill. If POM is configured in the CCElite mode, the Skill property shows all skills you have added as Inbound in POM by using the CCElite configuration page. If POM is configured in the AACC mode, the Skill property shows all voice skills configured in AACC. In the Parameter property, click the pacing parameter to consider for the skill-based pacing. For example, Queue Length. Specify a value for the Desired Value property. You can specify an optimum value between 70% and 100%. This range can vary depending on the parameter you select in Parameter property. Specify a value for the Initial Pace property. You can specify any value between 1 and 9999. Specify a value for the Pace Interval property. You can specify any value between 1 and 9999. Specify a value for the Pacing Variation (%) property. Specify a value for the Max Pace property. In the Address node, select the contact attributes in the Contact Attribute property. In the Avaya Notify node, select the text ID in the Text ID property. In the Result Processors node, set a value for the Next State property. |
Skill-based SMS campaign |
Skill Based SMS Template |
Use this template to create a campaign strategy for sending SMS messages with skill-based pacing. You cannot create a skill-based SMS campaign strategy if you have configured POM in Oceana mode. Ensure the following in the campaign strategy:
In the Text property of the Text Item node, specify the SMS message you want to send. In the SMS node, ensure the following:
In the SMS Application property, click the SMS application. You must add the SMS application through the EPM application menu before using it. In the Skill property, click the skill. In the Parameter property, click the pacing parameter. Specify a value for the Desired Value property. You can specify an optimum value between 70% and 100%. This range can vary depending on the parameter you select in Parameter property. Specify a value for the Initial Pace property. You can specify any value between 1 and 9999. Specify a value for the Pace Interval property. You can specify any value between 1 and 9999. Specify a value for the Pacing Variation (%) property. Specify a value for the Max Pace property. In the Address node, select the contact attributes in the Contact Attribute property. In the Avaya Notify node, select the text ID in the Text ID property. In the Result Processor node, set the Next State property to wait. In the Result node for SMS message delivered, set the Next State property to done. For more information about capacity and pacing in Avaya Experience Portal, see the Avaya Experience Portal documentation. |
Skill-based email campaign |
Skill Based Email Template |
Use this template to create a campaign strategy for sending email messages with skill-based pacing. You cannot create a skill-based email campaign strategy if you have configured POM in Oceana mode. Ensure the following in the campaign strategy:
In the Text Item node, do the following:
In the Text property, specify the email message you want to send. In the Subject property, specify the subject of the email message. In the Mail node, ensure the following:
In the Mail Application property, click the mail application. You must add the mail application through the EPM application menu before using it. In the Skill property, click the skill. In the Parameter property, click the pacing parameter. Specify a value for the Desired Value property. You can specify an optimum value between 70% and 100%. This range can vary depending on the parameter you select in Parameter property. Specify a value for the Initial Pace property. You can specify any value between 1 and 9999. Specify a value for the Pace Interval property. You can specify any value between 1 and 9999. Specify a value for the Pacing Variation (%) property. Specify a value for the Max Pace property. In the Address node, select the contact attributes in the Contact Attribute property. In the Avaya Notify node, select the text ID in the Text ID property. In the Result Processor node, set the Next State property to wait. In the Result node for email message delivered, set the Next State property to done. For more information about capacity and pacing in Avaya Experience Portal, see the Avaya Experience Portal documentation. |
Call campaign with Cruise Control pacing type |
Cruise Control Template |
Use this template to create a call campaign with cruise control pacing type. In the Call node, ensure the following
In the Driver Application property, click PomDriverApp. You must add the POM driver, nailer, and other POM applications through the EPM application menu before using them. In the Nailer Application property, click the nailer application you want to use. In the Nuisance Call Application property, click the nuisance call application you want to use. In the On Hold Application property, click the on-hold application you want to use. Specify a value for the Desired Service Level property. You can specify an optimum value between 70% and 100%. In the Min. Agents property, type an appropriate value between 0 and 9999. In the Max. Agents property, type an appropriate value between 1 and 9999. In the Agent Outbound Skill property, select an outbound skill. If POM is configured in the CCElite mode, the Agent Outbound Skill property shows all skills you have added as Outbound in POM by using the CCElite configuration page. If POM is configured in the AACC mode, the Agent Outbound Skill property shows all POM outbound skills you have configured in AACC. In the ACW Time (Sec) property, type an appropriate value. In the Default Completion Code field, click a default completion code. POM assigns the default completion code to a call if the agent does not provide a completion code for the call. |
Call campaign with Expert Call Ratio pacing type |
Expert Call Ratio Template |
Use this template to create a call campaign with expert call ratio pacing type. In the Call node, ensure the following:
In the Driver Application property, click PomDriverApp. You must add the POM driver, nailer, and other POM applications through the EPM application menu before using them. In the Nailer Application property, click the nailer application you want to use. In the Nuisance Call Application property, click the nuisance call application you want to use. In the On Hold Application property, click the on-hold application you want to use. In the Expert Call Ratio Type property, click the appropriate value. The options are: Agent Work Time and Agent Update Time.
If you select Agent Work Time, you can specify any value between 1 and 100. The optimum values are between 29 and 71. If you select Agent Update Time, you can specify any value between 1 and 100. The optimum values are between 32 and 78. In the Value (%) field, type an appropriate value between 0 and 100. In the Initial Hit Rate (%) field, type an appropriate value.
Tip:
The Initial Hit Rate specifies the average number of calls per agent that POM makes during the first five minutes of the job. The initial hit rate is the number of calls completed 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, POM can fail to make enough connections to keep the agents busy.
In the Maximum Hit Rate (%) field, type an appropriate value between 1 and 100. In the Min. Agents property, type an appropriate value between 0 and 9999. In the Max. Agents property, type an appropriate value between 1 and 9999. In the Agent Outbound Skill property, select an outbound skill. The Agent Outbound Skill property shows all skills you have added as Outbound in POM by using the CCElite configuration page. In the ACW Time (Sec) property, type an appropriate value. In the Default Completion Code field, click a default completion code. POM assigns the default completion code to a call if the agent does not provide a completion code for the call. |
Preview campaign |
Preview Template |
Use this template to create a preview campaign. Ensure the following in the campaign strategy:
In the Text Item node, specify a value for the Text property. In the Call node, ensure the following:
In the Driver Application property, click PomDriverApp. You must add the POM driver, nailer, and other POM applications through the EPM application menu before using them. In the Nailer Application property, click the nailer application you want to use. In the Nuisance Call Application property, click the nuisance call application you want to use. In the On Hold Application property, click the on-hold application you want to use. Set the Timed Preview property as appropriate. In the Min. Agents property, type an appropriate value between 0 and 9999. In the Max. Agents property, type an appropriate value between 1 and 9999. In the Agent Outbound Skill property, select an outbound skill. The Agent Outbound Skill property shows all skills you have added as Outbound in POM by using the CCElite configuration page. In the ACW Time (Sec) property, type an appropriate value. In the Default Completion Code field, click a default completion code. POM assigns the default completion code to a call if the agent does not provide a completion code for the call. |
Progressive campaign |
Progressive Template |
Use this template to create a progressive campaign. Ensure the following in the campaign strategy: In the Call node, ensure the following:
In the Driver Application property, click PomDriverApp. You must add the POM driver, nailer, and other POM applications through the EPM application menu before using them. In the Nailer Application property, click Nailer. In the Nuisance Call Application property, click the nuisance call application you want to use. In the On Hold Application property, click the on-hold application you want to use. In the Over Dial Ratio property, type an appropriate value between 1 and 100. In the Min. Agents property, type an appropriate value between 0 and 9999. In the Max. Agents property, type an appropriate value between 1 and 9999. In the Agent Outbound Skill property, select an outbound skill. The Agent Outbound Skill property shows all skills you have added as Outbound in POM by using the CCElite configuration page. In the ACW Time (Sec) property, type an appropriate value. In the Default Completion Code field, click a default completion code. POM assigns the default completion code to a call if the agent does not provide a completion code for the call. |
Multiple addresses retry campaign |
Multiple Addresses Retry Template |
Use this template to provide alternate contact details if you want POM to try connecting to a contact by using more than one address. For example, you have specified 2 phone numbers, and you want POM to try establishing a connection using both the numbers. Ensure the following in the campaign strategy:
In the Text Item node, specify a value for the Text property. In the Call node, in the Driver Application property, click PomDriverApp. You must add the PomDriverApp application through the EPM application menu before using it. In the Address node, select the contact attributes in the Contact Attribute property. In the Result Processors node, set values for the Next State and Custom Processor properties. In the Result (Answer Human) node, set values for the Value and Next State properties. In the Retry node, set values for the Count, Interval (sec), and FailState properties. You can specify any value from 1 to 100 for the Count property, and 0 to 172800 seconds for the Interval (sec) property. |
Multi-channel campaign |
Multiple Channel Selector |
Use this template to specify any condition in the campaign strategy and change the behavior of the campaign according to the condition. For example, you want to make voice calls from 9:00 A.M. to 5:00 P.M. However, after 6:00 P.M., you want to send SMS message to the contact. Ensure the following in the campaign strategy:
In the Text Item node, specify a value for the Text property. Use the Selector node to specify the conditions. |
