Name

Type a unique name for the rule.

The maximum allowed length is 80 characters.

Rule name cannot contain the following special characters: {, (, @, ~, `, !, ', ;, ,, #, \, $, %, &, ?, ", <, >, ), }, and space

After you create a rule, you cannot edit its name.

Description

Type a description for the rule.

All Organizations

Enable this option if you want to apply the rule to all organizations.

This option is available only to the default Organization user.

Available Organizations

The area displays the list of available organizations.

To associate organizations with the rule, do any of the following:

• To associate a specific organization with the rule, click corresponding to the organization.

• To associate all available organizations with the rule, click Add All.

If an Organization user creates the rule, POM associates the rule with the organization of that user.

The Available Organizations area is available only to a default Organization user after you disable the All Organizations option.

Selected Organizations

Displays the organizations associated with the rule.

To remove an organization association from a rule, do any of the following:

• To remove a specific organization association from the rule, click corresponding to the organization.

• To remove all organization associations from the rule, click Remove All.

The Selected Organizations area is available only to a default Organization user after you disable the All Organizations option.

Apply To

Specify whether you want to apply the rule to all campaigns or specific campaigns.

The following are the options:

• All Campaigns: Select this option to apply the rule automatically to all configured campaigns of all organizations.

• Selected Campaigns: Select this option to apply the rule manually to specific campaigns.

  For more information about manually associating a rule with a campaign, see New / Edit Campaign page field descriptions and Associating and disassociating rules with a campaign.

After you create a rule, you cannot edit this option.

Restrict On

Restrict On is unavailable if you select Attribute and System Restrictions in the Rule Category field.

Address Attribute

Click the address attribute on which you want to apply the rule.

This field displays all attributes of type Phone and E-Mail in addition to the following attributes:

• All: To apply the rule on all address attributes of the contact and on external number.

• All Contact Address Attribute: To apply the rule on all address attributes of the contact, except external number.

• External Number: To apply the rule on an external number. For example, a number manually entered by an agent.

• Current Address: To apply the rule on the current number that POM dials regardless of the phone attribute it is a part of.

  With this option, there is no need to create multiple rules for each phone attribute. For all new rules, this option is the default option.

The Address Attribute field is available if you select Address in the Restrict On field.

Activate Rule

Enable this option to enable the rule.

Disable this option to disable the rule.

Channel Type

Click the channels on which you want to apply the rule. You can select multiple channels.

The following are the options:

• Voice

• Email

• SMS

• Custom

POM applies the rule only for the selected channels.

For example, if you select Voice channel, POM applies the rule only for Voice channel and not for SMS, Email, and Custom channels.

Exclude if current attempt type

Click the type of attempt on which you do not want to apply the rule.

You can select multiple attempt types at a time.

You can exclude the rule for the following attempt types:

• Preview

• Callback

• Redial

• External Consult

• Manual

For example, if you select the Exclude if current attempt type as Callback, the rule does not run for callback attempts.

Rule Category

Click the type of rule you want to create.

The following are the options:

• Attempt Frequency: Select this option to create a rule that restricts attempts beyond the maximum attempts allowed in the specified duration.

  For example, you can create a rule to allow maximum two attempts in the last 3 hours.

• Attempt Completion Code: Select this option to create a rule that restricts attempts based on the previous completion code within the specified duration.

  For example, if a contact received a Disconnected By User CCA completion code in last 24 hours, restrict the contact.

• Custom: Select this option to create a custom rule that restricts a contact attempt.

  For more information about creating a custom class for a custom rule, see Developer Guide for Proactive Outreach Manager.

• Nuisance Frequency: Select this option to create a rule that restricts attempts based on the frequency of nuisance calls.

  For example, you can create a rule to allow maximum two nuisance calls in the last 3 hours.

• Attribute and System Restrictions: Select this option to create a rule that restricts the attempts based on the attribute and system restriction values.

  Note:

  If the address you select for dialing is already in progress, the rule engine rejects that contact and marks the contact with the completion code as Rejected Due To Attempt Already In Progress.

Depending on the option you select in this field, additional fields are displayed in the rule editor.

After you create a rule, you cannot edit its category.

Attempt Frequency:

The Attempt Frequency area is displayed if you select Attempt Frequency in the Rule Category field.

Attempt From

Use to specify whether you want the rule engine to count the attempts from currently running campaign, all running campaigns of the current organization, or all running campaigns of all organizations.

The options that are displayed depend on whether Organization is enabled in Avaya Experience Portal.

If Organization is enabled, the following options are displayed:

• All Organizations: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns of all organizations.

• Current Organization: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns of the current organization.

• Current Campaign: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from the current campaign only.

If Organization is disabled, the following options are displayed:

• Current Campaign: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from the current campaign only.

• All Campaigns: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns.

Maximum Attempt

Specify the maximum number of attempts you want to allow in the given duration for a contact or address.

Any attempt after the maximum number of attempts is reached is restricted.

The minimum and maximum allowed values are 1 and 999, respectively.

Same Calendar Day

Enable this option if you want the rule to consider the attempts for the same calendar day. If you enable this option, the rule considers the time only till midnight of the contact’s time zone, which is the time zone in the <Phone attribute name> Time Zone attribute.

For example, consider you have configured a rule that allows maximum three attempts in 24 hours. If you enable the Same Calendar Day option and run the rule at 4:00 P.M., the rule engine counts attempts only till midnight. If the Same Calendar Day option is disabled, the rule engine counts the attempts from 4:00 P.M. of the previous day.

Duration (In Hours)

Select the duration (in hours) for which the maximum number of configured attempts are allowed. The duration is always relative to the number of hours prior to the current rule execution time.

The minimum and maximum duration allowed for the number of configured attempts are 1 and 999 hours, respectively.

For example, if the rule is to allow maximum of two attempts in the last 3 hours and the rule is run at 4:00 P.M., the rule engine counts all the attempts between 1:00 P.M. to 4:00 P.M.

The Duration (In Hours) field is available only if you disable the Same Calendar Day option.

Previous Channel Type

Click the channel types for which you want to consider the maximum attempt count. You can select multiple channels to be counted.

For example, if you configure a rule for maximum of two attempts in last 24 hours and select the Previous Channel Type as Voice, the rule engine counts all the voice call attempts only. If you select the Previous Channel Type as Voice and Email, the rule engine counts all attempts on both the channels cumulatively.

Exclude Completion Code In Attempt Count

Click the completion codes for which previous attempts should not be counted during the rule execution.

For example, if you select Ring No Answer in the Exclude Completion Code In Attempt Count field, the previous attempts having completion code as RING_NO_ANSWER are not counted when calculating the number of attempts.

Restriction Completion Code

Click the completion code you want to assign to the contact when the contact is restricted by this rule.

Attempt Completion Code:

The Attempt Completion Code area is displayed if you select Attempt Completion Code in the Rule Category field.

Attempt From

Use to specify whether you want the rule engine to count the attempts from currently running campaign, all running campaigns of the current organization, or all running campaigns of all organizations.

The options that are displayed depend on whether Organization is enabled in Avaya Experience Portal.

If Organization is enabled, the following options are displayed:

• All Organizations: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns of all organizations.

• Current Organization: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns of the current organization.

• Current Campaign: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from the current campaign only.

If Organization is disabled, the following options are displayed:

• Current Campaign: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from the current campaign only.

• All Campaigns: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns.

Attempt Completion Code

Click the attempt completion code for which you want to restrict the attempt.

For example, if a contact received a Disconnected By User CCA completion code in last 24 hours, restrict that attempt.

You can select one or more completion codes for a rule. If you select multiple completion codes for a rule, the rule checks for attempts that have a result matching the selected completion codes.

Same Calendar Day

Enable this option if you want the rule to consider the attempts for the same calendar day. If you enable this option, the rule considers the time only till midnight of the contact’s time zone, which is the time zone in the <Phone attribute name> Time Zone attribute.

For example, consider you have configured a rule that allows maximum three attempts in 24 hours. If you enable the Same Calendar Day option and run the rule at 4:00 P.M., the rule engine counts attempts only till midnight. If the Same Calendar Day option is disabled, the rule engine counts the attempts from 4:00 P.M. of the previous day.

Duration (In Hours)

Select the duration (in hours) in which only one attempt for the configured completion code is allowed. The duration is relative to the number of hours prior to current rule execution time.

For example, consider you have configured a rule to restrict an attempt on a contact with Disconnected By User CCA completion code in the last 3 hours. If the rule is run at 4:00 P.M., the rule engine checks if there is an attempt for a contact having completion code as Disconnected By User CCA between 1:00 P.M. to 4:00 P.M. If the rule engine finds such an attempt, it restricts further attempts to that contact or address as per the rule configuration.

The Duration (In Hours) field is available only if you disable the Same Calendar Day option.

Restriction Completion Code

Click the completion code you want to assign to the contact when the contact is restricted by this rule.

Nuisance Frequency:

The Nuisance Frequency area is displayed if you select Nuisance Frequency in the Rule Category field.

Attempt From

Use to specify whether you want the rule engine to count the attempts from currently running campaign, all running campaigns of the current organization, or all running campaigns of all organizations.

The options that are displayed depend on whether Organization is enabled in Avaya Experience Portal.

If Organization is enabled, the following options are displayed:

• All Organizations: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns of all organizations.

• Current Organization: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns of the current organization.

• Current Campaign: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from the current campaign only.

If Organization is disabled, the following options are displayed:

• Current Campaign: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from the current campaign only.

• All Campaigns: Select this option if you want to restrict attempts on a contact based on the previous contact attempts from all campaigns.

Number of Nuisance Call

Select the maximum number of nuisance calls you want to allow in the specified duration.

Same Calendar Day

Enable this option if you want the rule to consider the attempts for the same calendar day. If you enable this option, the rule considers the time only till midnight of the contact’s time zone, which is the time zone in the <Phone attribute name> Time Zone attribute.

For example, consider you have configured a rule that allows maximum three attempts in 24 hours. If you enable the Same Calendar Day option and run the rule at 4:00 P.M., the rule engine counts attempts only till midnight. If the Same Calendar Day option is disabled, the rule engine counts the attempts from 4:00 P.M. of the previous day.

Duration (In Hours)

Select the duration (in hours) during which the configured number of nuisance calls are allowed.

For example, you can configure a rule to restrict attempts to a contact after five nuisance calls are detected to that contact in the last 24 hours.

The minimum and maximum allowed values are 1 and 999 hours, respectively.

Consider All Phone Address As Nuisance

Enable this option to restrict the associated address. When you enable this option, all contacts containing the common addresses from the restricted contacts also get restricted.

For more information, see the 72Hours Nuisance rule section in Avaya Proactive Outreach Manager Overview and Specification.

Restriction Completion Code

Click the completion code you want to assign to the contact, when the contact is restricted by this rule.

Custom:

The Custom area is displayed if you select Custom in the Rule Category field.

Class Name

Specify a fully qualified Java class name, such as “com.avaya.pim.api.PomCustomRule.TestCustomRule”, for custom implementation of the rule. The rule engine invokes this class during execution of the rule. A custom class implements the interfaces provided by POM.

Class name cannot contain the following special characters: ^, ~, `, !, ', ;, #, $, <, >

The time taken by POM to respond after evaluating a custom rule affects the number of attempts made in a given time slot, which in turn results in lower agent utilization.

When implementing a custom rule, POM does not evaluate the defined rule in the following cases:

• If POM does not find the specified custom Java class.

• If POM finds that an exception occurred when processing the custom Java class.

As a result, POM restricts attempts to dial the contact.

For more information about custom class, see Developer Guide for Proactive Outreach Manager.

Custom Key Value Pair

Specify the parameters for the custom class in the form of a key-value pair.

In the Custom Key and Custom Value fields, specify a key-value pair.

Click to delete the key-value pair.

Add Custom Key Pair

To add another key-value pair.

You can add multiple key-value pairs at a time.

Restriction Completion Code

Click the completion code you want to assign to the contact when the contact is restricted by this rule.

If the custom class overrides the completion code, the restricted attempt is assigned the new completion code. Otherwise, the restricted attempt is assigned the completion code that you specify in the Restriction Completion Code field.

Attribute and System Restrictions:

The Attribute and System Restrictions area is displayed if you select Attribute and System Restrictions in the Rule Category field.

ID

Displays the name of the existing ID of the migrated campaign restriction.

You cannot edit this field.

This field is displayed only for migrated campaign restriction rules.

For more information about campaign restriction migration, see Campaign restriction migration.

Description

Type a description for the Attribute and System Restriction.

Restriction Type

Click the restriction type.

The following are the options:

• Permanent Restriction: When you select this restriction type, POM does not redial the contact from the running campaign. POM marks the contact with Restricted Other completion code.

• Temporary Restriction: When you select this restriction type, POM temporarily restricts attempts to dial the contact for the duration that is set in the Re-check Interval (Min) field. After the interval elapses, POM attempts to dial the contact.

For the Attribute and System Restrictions rule category, Restricted other and Restricted DNC completion codes are available.

If you select the DNC attribute in the Restriction Details option, POM applies the Restricted DNC completion code if the contact is restricted. Otherwise, POM applies the Restricted Other completion code.

POM marks these completion codes only when the restriction type is permanent.

Re-check Interval (Min)

Specify the duration (in minutes) after which POM must attempt to redial a temporarily restricted contact.

This field is available only if you select Temporary Restriction in the Restriction Type field.

The minimum and maximum allowed values are 1 and 259200 minutes, respectively.

Custom Restriction

Enable this option to view the Custom Restriction Details area.

Restriction Details:

The Restriction Details area is displayed only if you select Attribute and System Restrictions in the Rule Category field, and disable the Custom Restriction option in the Attribute and System Restrictions area.

Add Condition

Click to define a condition that you want to apply in the Attribute and System Restrictions rule.

For defining the condition, select the logical operators, contact attributes, common names, and system values.

For more information, see Attributes used in Attribute and System Restrictions, Data types and operators used for Attribute and System Restrictions and Supported formats of day, date, and time for databases in Attribute and System Restrictions.

Add Group

Click to create a group in which you want to define one or more conditions, or create one or more groups.

Remove Group

Click to delete a group.

Delete

Click to delete a condition.

Remove Conditions

Click to delete all defined conditions and groups.

Custom Restriction Details:

The Custom Restriction Details area is displayed only if you select Attribute and System Restrictions in the Rule Category field, and enable the Custom Restriction option in the Attribute and System Restrictions area.

Custom Class

Specify a fully qualified Java class that is available on all POM servers in the system.

The rule engine in POM invokes this class during the implementation of the defined rule.

The class implements the interfaces provided by POM.

When implementing Attribute and System Restrictions, POM does not evaluate the defined rule in the following cases:

• If POM does not find the specified custom Java class.

• If POM finds that an exception occurred when processing the custom Java class.

As a result, POM restricts attempts to dial the contact.

For more information, see Developer Guide for Proactive Outreach Manager.