Call

Last Updated : Sep 24, 2025 |

Use the Call action node to make outbound calls. Call node has the following child nodes: Restrictions, Address, Sender's Address, and Result Processors.

Address and ResultProcessors are mandatory nodes.

The following table lists the properties of the node and their descriptions:

Property Name

Description

Name

Type a display name for the call node. If you do not specify a name, the default name is Call.

Description

Type a description for the call node.

Sender's display name

Use this to set the display for the name of the caller which is either the phone number or the SIP address.

Sender's Address

Use this property to define custom sender's address displayed to the called party. You can define a generic sender's address in this property for all calls for the task. To customize it based on specific contact attribute, you can add a Sender's Address node.

Sender's Address to be used depends on the protocols used for dialing a contact.

  • If you configure POM to use H.323 for dialing customer contact, POM does not use Sender's Address defined in the strategy. Instead, Communication Manager has the control of setting Sender's Address/ANI/Caller ID for outgoing calls.

  • If you configure POM to use SIP for dialing customer contact, POM uses Sender's Address defined in the strategy for setting Sender's Address/ANI/Caller ID.

Timeout (sec)

Timeout (sec) defines the time to wait for the contact to pick up the call before changing the call disposition to Ring No Answer.

The default value is 45 seconds. The minimum value is 15 seconds.

Restrict On No Suitable Address

If you set this property to Yes and if POM cannot attempt a record because of guard time restrictions, or minimum and maximum contact time restrictions, POM marks the record as temporary restricted. POM queues the record to the predefined POM queue for a retry.

Set this property to No if you want POM to mark the records that cannot be attempted because of guard time restrictions, or minimum and maximum contact time restrictions as completed. POM assigns the Sys_No_Callable_Address completion code to such records.

The default value is Yes.

Guard Times

Set Guard Times to Enabled if you want POM to place calls according to the guard time configured for the time zone of the phone numbers.

For example, you want to restrict POM from placing calls before 8:00 A.M. and after 9:00 P.M. in the time zone defined for the phone numbers.

You can configure the guard time by using the Configurations > Country Specific Phone Settings option.

Skipover To Next Phone

This property is available only if you enable the Guard Times property.

Enable this property to skip to the next Address node in the handler if the phone number in the current Address node cannot be attempted because of guard time restrictions.

This feature is also applicable to the Address nodes that are configured under a Retry node.

Min Contact Time

MinContactTime sets the time before which calls are not allowed. So from 00:00:00 to Min Contact Time, you cannot make any calls. You can make the calls from Min Contact Time to either Max Contact Time, if set, or till 23:59:59.

POM evaluates the Min Contact Time based on the time zone of the phone.

Note:

If the Min Contact Time is greater than the Max Contact Time, the condition is reverse. That is, you can make calls from Max Contact Time till 23:59 from the earlier day, and from 00:00 to Min Contact Time, the next day.

For example, Min Contact Time is 23:00 and Max Contact Time is 05:00. Then, you can make calls from 23:00 to 23:59 on the earlier day and from 00:00 to 05:00 on the next day.

Date and Time based comparisons use the date and the time format specified in Global Date Format field.

Min Contact Time must not be equal to Max Contact Time.

Max Contact Time

Max Contact Time sets the time up to which calls are allowed. So from Max Contact Time to 23:59:59, you cannot make any calls. You can make calls, either from 00:00:00 or Min Contact Time, if set, till Max Contact Time. For example, if you are running a campaign and you do not want to make calls after 8:00 P.M., you can set the Max Contact Time to 20:00:00.

POM evaluates the Max Contact Time based on the time zone of the phone.

Re-check Interval (min)

Use this to specify a time interval after which when a contact attempt is restricted because it matched some restriction of type Temporary. It will be again checked for all the restrictions defined in that handler. If no value is specified for this parameter then it will be considered as 1 minute.

On Media Server Failure

On Media Server Failure has two values, retry or no_retry. The default is retry. When set to retry and POM detects Voice Server failure, that contact is retried until the server starts responding again. If you set the value to no_retry, then the system marks the call attempt result as Media_Server_Failure, and you can handle this disposition in the Result node. If you do not handle the disposition, the system moves the contact to the done state and removes it from the running job. For more information about On Media Server Failure, see Avaya Experience Portal documentation.

Priority

You can decide the priority of the task by specifying a number between 1 to 10. The higher the number, the higher the priority of the task. For example, a task with priority assigned as 7 gets more ports as compared to the task with priority 3.

Note:

In POM 2.0, you can specify the priority at the campaign level. Whereas, from POM 3.0.3 onwards, you can specify the priority at the task level in the campaign strategy. If you are upgrading POM, and you save the campaign strategy without selecting or changing the priority of a task, POM applies the priority that you have mentioned in POM 2.0 for all tasks in the strategy.

Allocation Type

Click the allocation type of the ports for the Call task node.

The following are the options:

  • Reserved: The ports are reserved for the Call task node.

  • Dynamic: The ports are shared with other nodes in currently active campaigns.

The default value is Dynamic.

For more information about dynamic and reserved licensing, see Proactive Outreach Manager Overview and Specification.

Dialogflow Welcome Event

Use this event name for Google Dialogflow welcome intent. Driver application passes this event name to Orchestration Designer application and then Orchestration Designer application can use this event name to initiate the intended Google Dialogflow.

CCA parameters

Enhanced CCA

If Enhanced CCA is ON, POM further classifies a call after it receives a Call Answer or Call Connect disposition.

On Call Answer or Call Connect, if POM does not receive a start of a greeting message from the remote end within two seconds or within the time configured on the Campaign Creation page in POM, the application assigned for live voice or Answer Human starts.

If POM receives an indication of a start of a greeting message, it waits for two seconds for the final call analysis result before starting the application. If it does not receive the result within two seconds, the application assigned for live voice or Answer Human starts. If it receives the result after the application starts, POM changes the application and assigns the completion code as appropriate.

If Enhanced CCA is OFF, POM does not classify a call after Call Connect or Call Answer. POM starts the application when it receives a connect and assigns the Call Answered completion code to the call.

Background AMD

You can specify the call classification that is done on the customer call after being patched with the Agent. Background AMD is applicable only when the Enhanced CCA option is set to ON and the Call pacing type is Cruise Control, Expert Call Ratio, or Progressive.

Background AMD is set to of OFF by default.

If Background AMD is set to ON, you must select one of the following values from Action on AMD:

  • Disconnect the call

  • Leave a Voice Mail

  • Continue with Agent

Action on AMD

Use Action on AMD to specify what action POM must take if the call is classified as Answer Machine when Background AMD is ON.

If the Action on AMD is set to Disconnect the call, then the Result node for Answer Machine allows only Retry operation. Retry is an optional operation.

If the Action on AMD is set to Leave a Voice Mail, then the Result node for Answer Machine allows only Application operation so that the system can leave a message for the customer.

If the Action on AMD is set to Continue with Agent, then the Result node for Answer Machine allows only Agent operation so that the agent can decide next action.

Silence Call Detection

After an outbound call connects, the call is answered by the customer or an answering machine, or it passes through the call classification timeouts.

If a call is answered and no voice energy is detected, the Media Processing Platform (MPP) generates a Call Classification Analysis (CCA) timeout event after the configured CCA timeout.

On CCA timeout, POM does the following based on the configuration of Silence Call Detection:

  • If Silence Call Detection is set to ON, POM classifies the call as Silence Detected and defines the call flow according to the campaign strategy.

    If POM detects a silence call, it performs one of the following actions based on the campaign strategy configuration:

    • Connects the call to the agent.

    • Runs an application.

    • Disconnects the call and attempts to connect with the same contact on another phone.

  • If Silence Call Detection is set to OFF, POM classifies the call as Answer Human.

By default, Silence Call Detection is OFF.

For more information about the prerequisites for enabling Silence Call Detection, see Configuring Silence Call Detection.

Applications

Driver Application

Use to specify a CCXML application for making outbound calls. DriverApp defines the CCXML application that you can use for the outbound calls. This field lists all applications defined as POM:Driver in the Experience Portal application configuration. The selected application must have all resources (TTS, ASR) required by the applications invoked from this strategy.

For POM, two new application types are added in Avaya Experience Portal:

  • POM:Driver: POM:Driver has to be a CCXML application used to launch calls and allocate the Automated Speech Recognition (ASR), and the Text to Speech (TTS) resources.

  • POM:Application: The POM:Application type is a type of custom application. You can run this application through a campaign strategy. These applications get the ASR/TTS resources from POM:Driver application.

Nailer Application

This is applicable only for agent-based campaigns. You can specify a CCXML application which takes care of establishing contact with an available agent, also called as nailing the agent.

Nuisance Call Application

Use to specify the Avaya Orchestration Designer application that is played to the customer if POM marks the call as nuisance call.

You can configure the Nuisance Call Application as an Avaya Orchestration Designer VXML application that is configured as type POM:Application from System Configuration > Applications.

On Hold Application

Use to specify the Avaya Orchestration Designer application that is played to the customer if an agent places the customer call on hold or transfers the call.

You can configure the On Hold Application as an Avaya Orchestration Designer VXML application that is configured as type POM:Application from System Configuration > Applications.

Pacing Parameters

The properties differ depending on the pacing type you choose.

Call Pacing Type

Use to specify the pacing type for the given task.

Min. Ports

Use to specify the minimum number of POM ports for the given task. For more information, see Licensing page field descriptions.

Max. Ports

Use to specify the maximum number of POM ports for the given task.

If you select the Call Pacing Type as Cruise Control, the following additional properties are available:

Runtime Change Pacing Type

Click ON to provide the Runtime Pacing feature for the Call task node in the Supervisor Dashboard. A Supervisor Dashboard user can use the Runtime Pacing feature to change the pacing type of the Call task node at run time.

Click OFF if you do not want to provide the Runtime Pacing feature for the Call task node in the Supervisor Dashboard.

For more information, see Allowing to change the pacing type of a Call task node in real time.

Desired Service Levels

Use this to specify a service level against which the POM system compares the realized service levels to determine the magnitude and direction of service level errors. You can specify any value between 70 and 99.

Min Agents

Use to specify the minimum number of agents required for a task. You can specify any number between 0 and 9999.

Max Agents

Use to specify the maximum number of agents required for a task. You can specify any number between 1 and 9999.

Agent Outbound Skills

Use to specify the agent with the required outbound skills so POM can assign the call. If POM is installed in Oceana mode, when you click Agent outbound skill, the system displays a dynamic window Oceana Skills with a list of the attributes. You can select one or more attributes from the list. This list is fetched from Avaya Oceana®.

ACW Time (Sec)

Use to specify the amount of time, the agent gets after the call, to wrap up the call with notes or other with other related work.

# of ACW extensions

Use to specify the number of After Call Work (ACW) extensions required for an agent.

Default completion code

Specify the completion code to be assigned to the call if the agent does not provide the completion code before the ACW timeout is reached.

If you select the Call Pacing Type as Expert Call Ratio, the following additional properties are available:

Runtime Change Pacing Type

Click ON to provide the Runtime Pacing feature for the Call task node in the Supervisor Dashboard. A Supervisor Dashboard user can use the Runtime Pacing feature to change the pacing type of the Call task node at run time.

Click OFF if you do not want to provide the Runtime Pacing feature for the Call task node in the Supervisor Dashboard.

For more information, see Allowing to change the pacing type of a Call task node in real time.

Expert Call Ratio Type

Use to specify the ratio type as Agent Work Time or Agent Update Time.

For Agent Work Time, the POM system considers the number of agents in busy state to calculate the pace and adjusts the calling pace accordingly.

For Agent Update Time, the POM system considers the number of agents in wrap up state to calculate the pace and adjusts the calling pace accordingly.

The number of agents to consider is derived from the Value (%) field.

Value (%)

For Agent Work Time, enter a percent value from 0 through 100. The recommended setting is from 29 through 71.

For Agent Update Time, enter a percent value from 0 through 100. The recommended setting is from 32 through 78.

You can specify a higher value if you want to increase the speed of dialing.

Initial Hit Rate (%)

The initial hit rate, a number, determines the average number of calls per agent that the POM system makes during the first 5 minutes of the campaign job.

The initial hit rate is the number of call completions compared with call attempts.

If you set the rate too low, at 20 to 30, the dialer can make more connects than your agents can handle during the initial dialing period.

If you set the rate too high, over 70, the POM system can fail to make enough connections to keep your agents busy.

Minimum Hit Rate (%)

The minimum hit rate, a number, determines the maximum number of calls to place to make an agent connection. The minimum and the maximum values are 1 and 100 respectively in the increments of 10. The default value is 30.

Min Agents

Use to specify the minimum number of agents required for a task. You can specify any number between 0 and 9999.

Max Agents

Use to specify the maximum number of agents required for a task. You can specify any number between 1 and 9999.

Agent Outbound Skills

Use to specify the agent with the required outbound skills so POM can assign the call. If POM is installed in Oceana mode, when you click Agent outbound skill, the system displays a dynamic window Oceana Skills with a list of the attributes. You can select one or more attributes from the list. This list is fetched from Avaya Oceana®.

ACW Time (Sec)

Use to specify the amount of time, the agent gets after the call, to wrap up the call with notes or other with other related work.

# of ACW extensions

Use to specify the number of After Call Work (ACW) extensions required for an agent.

Default completion code

Specify the completion code to be assigned to the call if the agent does not provide the completion code before the ACW timeout is reached.

If you select the Call Pacing Type as Preview, the following additional properties are available:

Runtime Change Pacing Type

Click ON to provide the Runtime Pacing feature for the Call task node in the Supervisor Dashboard. A Supervisor Dashboard user can use the Runtime Pacing feature to change the pacing type of the Call task node at run time.

Click OFF if you do not want to provide the Runtime Pacing feature for the Call task node in the Supervisor Dashboard.

For more information, see Allowing to change the pacing type of a Call task node in real time.

Timed Preview

Use to enable or disable the timed preview. If you enable the timed preview, the agent sees the preview of a contact for a specified time period. Select Yes to enable the time-based pacing preview.

Preview Time (Sec)

Use to specify the time duration in seconds for which the agent is given the preview of a contact.

Note:

Because of network latency and other communication-related factors, the POM Agent Activity Detail Report might display a few additional seconds than the value you configure in the Preview Time (Sec) field.

In the POM Agent Activity Detail Report, you can calculate the time an agent was in preview state from the difference in time recorded in Start Time and End time fields.

Can Cancel Preview

Use to specify if the agent can cancel the preview. If you set the value to Enabled, the agent can cancel the preview.

Min Agents

Use to specify the minimum number of agents required for a task. You can specify any number between 0 and 9999.

Max Agents

Use to specify the maximum number of agents required for a task. You can specify any number between 1 and 9999.

Agent Outbound Skills

Use to specify the agent with the required outbound skills so POM can assign the Campaign. If POM is installed in Oceana mode, when you click Agent outbound skill, the system displays a dynamic window Oceana Skills with a list of the attributes. You can select one or more attributes from the list. This list is fetched from Avaya Oceana®. In case of multiple attribute, only the agent with all matching attributes is attached to the campaign.

ACW Time (Sec)

Use to specify the amount of time the agent gets after the call, to wrap up the call with notes or other with other related work.

# of ACW extensions

Use to specify the number of After Call Work (ACW) extensions required for an agent.

Default completion code

Specify the completion code to be assigned to the call if the agent does not provide the completion code before the ACW timeout is reached.

If you select the Call Pacing Type as Progressive, the following additional properties are available:

Runtime Change Pacing Type

Click ON to provide the Runtime Pacing feature for the Call task node in the Supervisor Dashboard. A Supervisor Dashboard user can use the Runtime Pacing feature to change the pacing type of the Call task node at run time.

Click OFF if you do not want to provide the Runtime Pacing feature for the Call task node in the Supervisor Dashboard.

For more information, see Allowing to change the pacing type of a Call task node in real time.

Over Dial Ratio

Use to specify the dialing ratio with respect to the number of available agents. For example if you set the over dial ratio as 1, POM dials 1 call for 1 agent. You can also specify a float value like 1.2. If you specify the over dial ratio as 1.2, then POM dials 12 calls for 10 agents. The higher the over dial ratio, the chances of nuisance calls are also increased depending on the hit rate. You can specify any number between 1.0 and 100.

Min Agents

Use to specify the minimum number of agents required for a task. You can specify any number between 0 and 9999.

Max Agents

Use to specify the maximum number of agents required for a task. You can specify any number between 1 and 9999.

Agent Outbound Skills

Use to specify the agent with the required outbound skills so POM can assign the call. If POM is installed in Oceana mode, when you click Agent outbound skill, the system displays a dynamic window Oceana Skills with a list of the attributes. You can select one or more attributes from the list. This list is fetched from Avaya Oceana®.

ACW Time (Sec)

Use to specify the amount of time, the agent gets after the call, to wrap up the call with notes or other with other related work.

# of ACW extensions

Use to specify the number of After Call Work (ACW) extensions required for an agent.

Default completion code

Specify the completion code to be assigned to the call if the agent does not provide the completion code before the ACW timeout is reached.

If you select the Call Pacing Type as Time Based, the following additional properties are available:

Call Pace

Specify a value between 1 to 1000000. This is rate of calls. For example if this value is 10 and unit is minute, POM tries to make 10 call attempts in 1 minute.

Call Pace Time Unit

Select the unit for the rate specified with Call Pace. The available values are 'Second', 'Minute' and 'Hour'.

If you select the Call Pacing Type as Skill Based, the following additional properties are available:

Note:

The Skill Based call pacing type is not visible if you have installed POM in Oceana mode.

Skill

Use to select the inbound skill to monitor for the pacing of this task.

If you disable the skill for pacing, while the skill-based campaign is running, the changes do not take effect immediately on the running campaign. You must stop the skill-based campaign manually and change the skill being monitored from the campaign strategy.

Parameter

Select the parameter to monitor for the pacing algorithm.

EWTLevel

You can edit this property only when you select value Expected Wait Time in the Parameter property. You can select either High, Med, Low, or a combination of these values.

When you click SHOW SOURCE button to view the XML file, the “ewtLevels” key value pair with selected levels is displayed on the screen.

Desired Value

Depending on the parameter selected, specify appropriate values. For Expected Wait Time, specify a valid integer value between 1 to 7200. For Service Level, specify a valid integer value between 1 to 100. For Avg Speed of Answer, specify a valid integer value between 1 to 100. For Queue Length, specify a valid integer value between 1 to 1000.

Initial Pace

Use to specify the initial value of the number of call attempts in the pacing interval.

Pace Interval

Use to specify the time unit for the call pacing. You can specify Hour, Minute, or Second.

Pacing Variation (%)

Use to specify the pacing variation percentage. POM uses this value as a step to vary the pace depending upon the parameter value.

Max Pace Value

Use to specify the maximum pacing value for the task. You can specify a value between 1 to 500000. POM never exceeds this pace.

If you select the Call Pacing Type as Manual, the following additional properties are available:

Note:

The On Media Server Failure field is set to no_entry by default. All the CCA parameters, Driver Application, Nailer Application, Nuisance Application, and OnHold Application are disabled by default.

Timed Preview

Use to enable or disable the timed preview. If you enable the timed preview, the agent sees the preview of a contact for a specified time period. Select Yes to enable the time-based pacing preview.

Preview Time (Sec)

Use to specify the time duration in seconds for which the agent is given the preview of a contact.

Can Cancel Preview

Use to specify if the agent can cancel the preview. If you set the value to Enabled, the agent can cancel the preview.

Min Agents

Use to specify the minimum number of agents required for a task. You can specify any number between 0 and 9999.

Max Agents

Use to specify the maximum number of agents required for a task. You can specify any number between 1 and 9999.

Agent Outbound Skills

Use to specify the agent with the required outbound skills so POM can assign the Campaign. If POM is installed in Oceana mode, when you click Agent outbound skill, the system displays a dynamic window Oceana Skills with a list of the attributes. You can select one or more attributes from the list. This list is fetched from Avaya Oceana®. In case of multiple attribute, only the agent with all matching attributes is attached to the campaign.

ACW Time (Sec)

Use to specify the amount of time the agent gets after the call, to wrap up the call with notes or other with other related work.

# of ACW extensions

Use to specify the number of After Call Work (ACW) extensions required for an agent.

Default completion code

Specify the completion code to be assigned to the call if the agent does not provide the completion code before the ACW timeout is reached.