Maximum call time (min)

Specify the maximum time, in minutes, for which the call can remain active.

The default value is 60. The minimum and maximum allowed values are 5 and 120 respectively.

When a voice campaign is running, the POM server places calls to various contacts. In the event of any server malfunction, such as the server stops responding, the POM server does not get notifications for completion of calls, the POM ports engaged in the calls are not released, and the reports are not updated.

To prevent this, the POM server starts a timer having a duration equal to the value specified in this field. If the POM server does not get any notification about the call completion within this duration, it updates the records and performs the related cleanup activities.

Set this value to the maximum anticipated call duration. Setting this value too low can result in premature cleanup activities resulting in system malfunction. Setting this value too high can delay recovery of the system in case the server stops responding.

Maximum call in-progress time (min)

Specify the maximum interval, in minutes, to wait for the first disposition from a call after which the POM server asserts that no response is received for the call.

The default value is 5. The minimum and maximum allowed values are 1 and 15 respectively.

When a voice campaign is running and the POM server places calls to various contacts, the POM server waits for the duration configured in this field for receiving the first disposition for the call attempt.

If the POM server does not receive the disposition within the specified duration, it treats the attempt as failed and aborts the attempt.

Setting this value to a higher value than the default value can delay recovery of the system in case of failures. Setting this value too low can cause malfunctioning and undesired multiple calls to the same contact in case of genuine delays too.

Override PAI with Sender's Address

If you select the check box, POM overrides the P-Asserted-Identity (PAI) set at the platform level with the sender’s address field from the campaign strategy.

You can use this check box for both Agent and None modes. If you are using the None mode and the agents are attached to a predictive campaign, the changes take effect immediately. If the agents are attached to a preview campaign, the agents must login again for the changes to take effect.

Weekend days

Select the days of the weekend for a campaign.

You can set days as weekend days. In the campaign strategy, this value is used to determine the week days if the Weekdays only property is set in the Address node.

The default value is Sunday.

Maximum allowed nuisance rate

In case of agentless campaigns, if POM detects a live voice for the call and the first prompt is not played within two seconds, POM treats the call as a silent or nuisance call.

In case of agent-based campaigns, if POM detects a live voice for the call and does not find an agent within two seconds, POM treats the call as a silent or nuisance call.

The POMDriver application records the offsets of the Start of Voice timer and the first prompt play time from the connect in the database. When the first prompt play offset - Start of Voice offset is > 2000 milliseconds, and the result is live voice, POM counts the call as a nuisance call.

You can configure the false positive rate for nuisance rate calculations from Configurations > Global Configurations or on the Campaign Creation page.

For agent-based campaigns, the Nuisance Rate is calculated using the following formula:

NCR= ((Nuisance Calls – EstAbandToAnsMach)+AMDFalsePositiveRate * (Calls PassedToLiveAgent – CallsToAnsMachToLiveAgent)) / ((Nuisance Calls – EstAbandToAnsMach)+ (CallsPassedToLiveAgent - CallsToAnsMachToLiveAgent))

EstAbandToAnsMach = (CallsToAnsMachToLiveAgent * NuisanceCalls)/CallsPassedToLiveAgent

For agentless campaigns, the Nuisance Rate is calculated using the following formula:

NuisanceRateTillNow = (((NuisanceCalls + (AnsweredCalls * FalsePositiveRate)))/(total)) * 100

The answered calls are calls which are answered by human and handled by a live agent. In case of agentless campaigns, the answered calls are calls with ANSWER_HUMAN completion code.

The following are the system completion codes:

• DISCONNECTBYUSER

• DISCONNECTED_BY_SYSTEM

• DISCONNECTED_BY_SYSTEM_CCA

• DISCONNECTED_BY_SYSTEM_NUISANCEAPP

• DISCONNECTED_BY_USER_CCA

• DISCONNECTED_BY_USER_NUISANCEAPP

• CALLANSWERED

• LIVEVOICE

• NUISANCE_CALL

• BgrndAMD_NUISANCE_CALL

The default value is 3. The minimum and maximum allowed values are 0.1 and 99.0 respectively.

If the nuisance rate exceeds the configured value for a campaign, POM generates an alarm POMCD003. If the nuisance rate exceeds the configured value for the day, POM generates an alarm P_POMCD918.

POM checks and calculates the nuisance rate at an interval of every 20 seconds. In some cases, some live connects are detected falsely as answering machine connects. You need to consider such cases and reduce the value based on the estimate of false answering machine detects. Hence, for the default value of 3, if it is estimated that 0.25 of all live connects are detected falsely as answering machines, configure the value as 2.75. The campaign administrator needs to take an appropriate action upon receiving the alarms.

For more information about Start of Voice timer and Live Voice, see the POM Driver application from shipped applications.

Campaign data export limit per file (Number of records)

Specify the number of records to export per .csv file.

The default value is 65000 records per .csv file. You can specify any value between 1500 to 500000.

Maximum preview time (min)

Specify the time duration, in minutes, for which POM must provide the preview of a contact to the agent.

This parameter is applicable for preview campaigns only.

If an error condition occurs when the call is transferred to an agent and the agent is previewing the call, the call state remains as preview for a long time. An example of an error condition is when the desktop stops responding.

POM cleans up the call state after the maximum preview time elapses.

The default value is 10 minutes. The minimum and maximum allowed values are 5 and 30 minutes respectively.

Supervisor Dashboard Interval Data retention period (min)

Type the duration, in minutes, for which POM must retain the interval data. For example, if you specify 70 minutes, POM deletes the interval data after every 70 minutes.

The default value is 62 minutes. The minimum and maximum allowed values are 62 and 2880 minutes respectively.

Ignore Un-attempted contacts from reports

Select this check box if you do not want to generate history for the contacts that are not dialed by the Campaign Manager.

Allow StoppedCallback Job State

If you select this check box, then when a user manually stops a campaign that has pending callbacks, the campaign state changes to Stopped Callback. POM attempts the pending callbacks until all callbacks are completed.

However, if the user stops a campaign that is in the Stopped Callback state and the callbacks are pending, the campaign state changes to Completed. POM attempts the pending callbacks only after the same campaign is run again.

If you clear this check box, then when a user manually stops a campaign that has pending callbacks, the campaign state changes to Completed. POM attempts the pending callbacks only after the same campaign is run again.

Attempt behavior for empty Address

You can skip an attempt on an empty address field during a Retry operation and try the next available address as per the configuration in the campaign strategy.

Click one of the following to decide the dialing behavior in case of an empty address:

• Do not skip empty Address

• Skip empty Address and move to next Address immediately

• Skip empty Address and move to next Address after retry interval

Perform contact validations before pacing

If you select this check box, POM performs contact validation against DNC, guard time, and restrictions before performing agent availability, license availability, and pacing checks.

If you clear this check box, POM performs contact validation against DNC, guard time, and restrictions after performing agent availability, license availability, and pacing checks.

If you clear this check box, then for agent-based campaigns, agent utilization might get affected as contact checks are performed after agent availability check.

Allow recycle of completed contacts

If you select this check box, POM allows dialing the contacts from an existing campaign job even if the contacts are dialed earlier and the campaign job is marked as completed.

By default, this option is disabled.

Enable parallel dialing

If you select this check box, POM processes the contacts and dials multiple contacts simultaneously. This results in more dialing attempts. However, parallel dialing might not always follow the sorting order specified for a campaign.

For the parallel dialing service to take effect, restart the Campaign Manager service on all POM servers.

Traverse Retry Address List Only Once

If you select this check box, the result handler traverses the retry address list only once.

While making retry attempts, after POM reaches the last address on the Retry Node, POM marks that attempt with the End of Address List completion code.

Retry Count per Completion Code

If you select this check box, POM maintains the Retry attempts count per completion code. You can configure the Retry count and Retry completion code in the Retry node in campaign strategy.

Allow Sorting By Phone Attribute

If you select this check box, POM makes Phone attributes available for sorting on the filter template page under Sort Details > Value. If you clear this check box, the Phone attributes do not appear on the Value drop-down menu. The changes to the Allow Sorting By Phone Attribute check box does not impact an existing filter template that has phone attributes in its sort.

Enable time restriction

Use this check box to indicate whether to apply time restriction for callback.

If you select the check box, you can monitor the guard time of the Call task node of the selected campaign strategy and the guard time of the phone format based on the geographical location of the contact number before dialing a callback to customer.

By default, this check box is cleared.

Default end time offset (min)

Specify the time, in minutes, for the default callback expiry. After the specified time, POM does not call back the given contact.

The default value is 30 minutes. The minimum and maximum allowed values are 5 and 1440 minutes respectively.

Retry time (min)

Specify the time, in minutes, for the default callback retry time. POM postpones the callback for the specified time period for a given contact.

The default time is 30 minutes. The minimum and maximum allowed values are 5 and 360 minutes respectively.

Pre interval time (min)

Specify the time, in minutes, before the scheduled time that the callback must be picked up.

The default time is 2 minutes. The minimum and maximum allowed values are 1 and 30 minutes respectively.

Maximum in queue time (min)

Specify the time, in minutes, after which the Campaign Manager must release any callback that is in the Callback_In_Queue state, and postpone the callback. The Campaign Manager also marks the contact as Attempt Timeout to release the outbound port.

The default value is 30 minutes. The minimum and maximum allowed values are 5 and 60 minutes respectively.

If you specify a higher value in the Number of Callbacks in Queue field, specify a higher maximum in queue time.

Maximum preview time (sec)

Specify the maximum preview time, in seconds, for the callbacks.

The default value is set to 45 seconds. You can set this parameter to any value between 0 to 300 seconds.

Convert Agent callback to Strict Agent callback

Select this check box to convert existing agent callback to strict agent callback.

For a strict agent callback, POM tries to deliver the callback to the assigned agent for configured maximum number of attempts. After the maximum attempts are exhausted, POM assigns the callback to another suitable agent.

Maximum attempt count for Strict Agent callback

Specify the maximum number of attempts for a strict agent callback.

If the specific agent is unavailable, POM postpones the callback for the configured maximum number of times. After the callback is postponed for the maximum number of times, POM treats the strict agent callback as an existing agent callback and delivers it to an agent who has the matching skill.

The minimum and maximum allowed values are -1 and 30, respectively.

If the maximum attempt count is set to -1, POM does not give the callback to any other agent.

TimeZone Pending CallBack Duetime

Specify the time zone based on which POM must send the pending callback notifications.

Callback Time Interval (+/- min from Scheduled Time)

Specify the time interval, in minutes, before and after a scheduled callback time. For example, if a scheduled callback is set at 5:00 P.M. and the interval is set as 15 minutes, the Callback Time Interval is 4:45 P.M. to 5:15 P.M.

The Callback Time Interval avoids creation of multiple callbacks by agents in a small interval and ensures only a specified number of callbacks are allowed in a configured time interval, that is, +x/-x minutes from the schedule time.

Allowed Callback Count in Interval

Specify the maximum number of callbacks that can be created during the callback time interval configured in the Callback Time Interval (+/- from Schedule Time) field.

The minimum and maximum allowed values are 1 and 100 respectively.

This field is available only after you set the Callback Time Interval (+/- from Schedule Time) value to 1 or more.

Number of Callbacks in Queue

Specify the maximum number of matured agent callbacks and strict agent callbacks that POM can add to the call queue of each agent when the agent is busy on another call or is wrapping up a call.

The minimum and maximum allowed values are 1 and 15 respectively.

The default value is 1.

POM assigns the In Progress status to the matured callbacks that are added to the call queue.

If an agent callback or strict agent callback matures while the agent is busy attending another call, POM adds the callback to the call queue of the agent provided the total number of callbacks already present in the call queue is less than the maximum number of callbacks in queue configured.

If an agent logs off or is unnailed while the callbacks are pending in the call queue of the agent, POM postpones the callbacks as per the configured callback retry interval.

If an agent requests to go on a break while the callbacks are pending in the call queue of the agent, the agent state changes to Pending Not Ready. No new matured callbacks are added to the call queue of the agent. However, the agent must complete all pending callbacks from the call queue. After the agent completes all the pending callbacks, the agent state changes to Not Ready.

• For agent callback:

  If an agent callback matures when the call queue of the agent already contains the maximum number of callbacks permitted, the agent callback is converted into a standard callback. The callback is then assigned to another agent who has the matching skills and does not have any pending callback.

  If an agent callback matures and the agent for whom the callback is created is logged off or is in a Not Ready state, the agent callback is converted into a standard callback. The callback is then assigned to another agent who has the matching skills and does not have any pending callback.

  If no suitable agent is found, POM postpones the callback as per the configured callback retry interval.

• For strict agent callback:

  If a strict agent callback matures when the call queue of the agent already contains the maximum number of callbacks permitted, POM postpones the strict agent callback as per the configured callback retry interval.

  If a strict agent callback matures and the agent for whom the callback is created is logged off or is in a Not Ready state, POM postpones the callback as per the configured callback retry interval.

  If a strict agent callback is retried for the maximum number of retries configured, POM treats the strict agent callback as an existing agent callback and assigns the callback to the next suitable agent with matching skills.

The Number of Callbacks in Queue option is applicable only for agent callback and strict agent callback. If a standard callback or campaign callback matures, the callback is assigned to an agent who has the matching skill and does not have any pending callback. If no suitable agent is found, POM postpones the callback as per the configured callback retry interval.

Process pending callbacks before moving to Inbound

If you select this check box, then when a request to move a blend agent to inbound activity is triggered, the agent state changes to Pending Inbound. No new matured callbacks are added to the call queue of the agent. However, the agent must complete all pending callbacks from the call queue. After the agent completes all the pending callbacks, the agent is moved to inbound.

Clear this check box if you want to move the blend agent to inbound activity immediately when a request to move the agent to inbound activity is triggered. The agent is moved to inbound after the agent completes the current call. POM postpones all callbacks in the call queue of the agent as per the configured callback retry interval.

Initial call hit rate

This parameter is applicable only for cruise control and ECR pacing.

The value you specify in this parameter is used as an initial value for the algorithm to calculate the hit rate at run time.

The minimum and maximum allowed values are 0.01 and 1.0 respectively. The default value is 0.5.

POM uses this value to process the calls initially for five minutes. After five minutes, POM calculates the actual hit rate.

Initial handle time (sec)

This parameter is applicable only for cruise control and ECR pacing.

The value you specify in this parameter includes the actual call time and the wrapping up time required by the agent to end the call.

The minimum and maximum allowed values are 1 and 3600 seconds respectively. The default value is 60 seconds.

Global date format

Select the global date format.

The default is DD-MM-YYYY hh:mm:ss.

POM uses the date format for date and time comparisons for operations, such as, contact import and campaign strategy creation.

For example, if you have a MeetingTime attribute with data type as DATE, TIME, or TIMESTAMP, the records for this attribute must match with the global date format.

Following is the list of supported date formats:

• DD-MM-YYYY hh:mm:ss

• MM-DD-YYYY hh:mm:ss

• YYYY-DD-MM hh:mm:ss

• YYYY-MM-DD hh:mm:ss

• DD.MM.YYYY hh:mm:ss

• MM.DD.YYYY hh:mm:ss

• YYYY.DD.MM hh:mm:ss

• YYYY.MM.DD hh:mm:ss

• DD/MM/YYYY hh:mm:ss

• MM/DD/YYYY hh:mm:ss

• YYYY/DD/MM hh:mm:ss

• YYYY/MM/DD hh:mm:ss

The global date format is used for validating attributes when importing contact data, to display the attribute values in the contact browser, and to validate the user input value on the Campaign Creation page.

Contact import batch size

Specify the number of records that can be imported into the POM database in a single batch from a file or database.

The default value is 500. The minimum and maximum allowed values are 10 and 2000 respectively.

Contact delete batch size

Specify the number of contact records that can be marked for deletion at one time from the POM system for the given job.

The default value is 1000. The minimum and maximum allowed values are 10 and 10,000 respectively.

Contact filter batch size

Specify the number of contact records to be filtered for a job in a single batch.

While running a campaign, the contact records matching the filter criteria are filtered and queued for processing in batches for the campaign. This parameter specifies the size of a single batch.

The default value is 500. The minimum and maximum allowed values are 10 and 2000 respectively.

Contact export batch size

Specify the number of contact records to be exported in a single batch.

The default value is 500. The minimum and maximum allowed values are 10 and 7000 respectively.

Home country

Select the home country. POM marks this country as the default country.

The default value is USA and Canada.

Country code separator

Select the country code separator.

The default value is #.

FTP time out (msec)

Specify the time, in milliseconds, after which the FTP connection times out.

The minimum and maximum allowed values are 10000 and 900000 milliseconds respectively. The default value is 60000 milliseconds.

Record successful import

Select this check box to store the import status of successful records in the POM database.

Block attempt on insufficient Guard Time Information

• When Enable Advanced Guard Time Configuration is disabled:

  If you select this check box, POM blocks the contact attempt in any of the following conditions:

  • If the time zone that is mapped to the area code of the record phone number does not have a guard time defined.

  • If the area code of the record phone number is not mapped to a time zone.

  • If different time zone mappings are identified for the same record. This happens when the area code of the record phone number has a mapped time zone. This mapping is done by using the Manage time zone area code mapping option. However, a different time zone is configured in the Time Zone phone attribute of the same record.

  If you clear this check box, POM attempts the contact even if a guard time cannot be determined for the record.

• When Enable Advanced Guard Time Configuration is enabled:

  POM considers only the time zone that is specified in the Time Zone phone attribute of the record to determine the guard time. Hence, if you select the Block attempt on insufficient Guard Time Information check box, POM blocks the contact attempt if no guard time is defined for the time zone that is configured in the Time Zone phone attribute of the record.

  If you clear this check box, POM attempts the contact even if a guard time cannot be determined for the record.

Maintain insertion order during contact import

If you select this check box, POM imports the contact records sequentially and inserts them into the POM contact list in the same order as present in the contact list data source.

If you clear the check box, POM imports multiple batches of the contact records in parallel. Therefore, the contact data imported into the POM contact list has a different order as compared to the order in contact list source.

DNC update batch size

Specify the number of DNC records that can be imported into the POM database in a single batch during DNC import.

The default value is 50. The minimum and maximum allowed values are 10 and 2000 respectively.

Apply DNC for callback

If you select this check box, POM restricts the callbacks scheduled on DNC restricted addresses.

Enable DNC check for preview dial and redial

Select this check box to verify the contact for DNC before preview dialing and redial.

If you select this check box, POM shows an error message to the agent if the call is restricted due to DNC check during preview dialing or redial.

For backward compatibility, Agent Manager also verifies the contact address in the existing organization-based and common DNC lists.

Record successful DNC import

Select this check box to store the import status of the successful DNC records in the POM database.

Enable Recorder

Select this check box to enable the recording client.

The other options in the Recorder Settings area are available after you select this check box.

Enable Secured Connection

Select this check box to enable TLS-based secured connection between POM and the recorder application.

If you clear this check box, POM establishes TCP-based unsecured connection with the recorder.

For more information, see Enabling secured connection with the recorder.

Recorder port

If you select the Enable Secured Connection check box, POM communicates with the recorder through a secured connection over port 7998.

The default port is 7999 for unsecured communication.

The minimum and maximum allowed values are 1024 and 65535 respectively.

Send MediaComplete event every time

Select this check box to send a MediaComplete event if busy or no answer is received for preview calls.

Maximum job waiting duration (min)

Type the maximum job waiting duration, in minutes, after which POM generates an alarm for an outbound agent who is not associated with any job.

The minimum and maximum allowed values are 10 and 60 minutes respectively. The default value is 20 minutes.

Minimum job attachment period (min)

Specify the time, in minutes, the agent must be in the job.

This parameter is used in the agent balancing algorithm. When balancing agents, the algorithm considers this parameter value before detaching an agent from a campaign.

The default value is 15 minutes. The minimum and maximum allowed values are 1 and 480 minutes respectively.

For example, consider that the parameter value is set to 15 minutes. An agent is attached to job A for 12 minutes. Job B starts and the agent balancing algorithm decides to move the agent from job A to job B. The agent cannot be moved as the minimum value is set to 15 minutes.

Nailing retry interval (sec)

Specify the minimum time interval, in seconds, between the two nailing attempts for an agent.

The default value is 20 seconds. The minimum and maximum allowed values are 10 and 1800 seconds, respectively.

Nailup call CLID

POM displays the value you specify in this field as the sender’s address in the nailup call of an agent.

If you have provided a PAI value at the platform level, the value you specify in this field is not applicable.

Nailup call CLID should not start with & and should not contain special characters such as `, ', <, >, ".

Maximum record waiting duration for attribute dialing(min)

Specify the maximum duration for which customer record is not available to dial for an agent. After this duration, POM raises a major alarm P_POMAGT57.

Default duration is 10 minutes. The minimum and maximum allowed values are 10 and 60 minutes respectively.

ANI for external consult calls

When an agent initiates an external consult call, POM displays the ANI as the unique nailup call CLID or agent extension of the agent who initiates the external consult call.

The default value is Nailup call CLID.

If you select Use campaign ANI, the outpulse ANI is displayed on the consultant's phone.

If you select Free form Text, the value provided in the text box is displayed on the consulted party's phone. The text box is available only after you select the Free form Text option. Free form Text should not start with & and should not contain special characters such as `, ', <, >, ".

Call queue

If you select this check box, then for agent-based campaigns, when an agent is unavailable, POM queues the call. If the agent becomes available before the call disconnects, POM connects the call.

Override PAI for External Consult Calls

If you select this check box, you can override the PAI for external consult calls with the unique nailup call CLID or agent extension based on the value you select in the ANI for external consult calls field.

Enable Time Restriction for preview dial and redial

Select this check box to perform guard time check on contacts before preview dial and redial.

If you select this check box, POM validates the dialing number against the guard time information. If the number does not meet the criteria, POM blocks the call and displays a message to the agent mentioning the guard time check failure.

Release agent in NOT READY state from outbound

This check box is available only in CC Elite and AACC modes.

Select this check box to release agents who are in a Not Ready state from outbound to inbound.

By default, POM does not allow the blender to consider agents who are not ready (agents who are on break) for blending, and thereby, does not release those agents to inbound.

Release agent in IDLE state from outbound

This check box is available only in CC Elite and AACC modes.

Select this check box to release agents who are in an Idle state from outbound to inbound.

By default, POM does not allow the blender to consider agents who are in an Idle state for blending, and thereby, does not release those agents to inbound.

Enable RFC2833 for AGTSendDTMF API of Agent Desktop

If you select this check box, POM generates the RFC2833 DTMF sequence on invocation of AGTSendDTMF API from the Agent Desktop. Else, POM uses the in-band audio tones.

Restrict Agent to receive out-of-band DTMF

Select this check box to restrict the flow of out-of-band DTMF towards agent endpoint. However, the agent endpoint or desktop can send DTMF.

Restrict Customer to send and receive out-of-band DTMF

Select this check box to restrict the flow of out-of-band DTMF to and from the customer call leg during an agent-based campaign. This includes:

• Preview

• Progressive

• Consult

• Conference

• Internal transfer

• Redial

Strict Nuisance Reporting

Strict Nuisance Reporting is for reporting purpose only.

Select this check box to mark the calls as Nuisance if the calls are connected with the agent after the Nuisance Duration for Agent Connect from:

• Off hook in case of Background CCA or if CCA is OFF.

• Start of voice in case of Enhanced CCA. If start of voice is not received, the calculation is done from off hook.

Nuisance Duration for Agent Connect(msec)

Specify the time duration, in milliseconds, used to calculate strict nuisance. Ensure this value is greater than the Live Voice Timeout value.

The default value is 2000.

For example, if Live Voice Timeout is 1800 msec, POM waits for at most 1800 msec after start of voice event for live voice detection. So, with 200 msec buffer for transferring the call to agent, the Nuisance duration can be set to 2000 msec.

For buffer, take into account the network delay between POM, MPP, and Application server.

External Selection

Select this check box to enable the External Selection feature. The Agent Manager invokes the selection class from the external system that is connected to POM.

For more information about enabling the External Selection feature for a campaign, see New / Edit Campaign page field descriptions.

Send Job State Events

If you select this check box, the event SDK sends job state events.

Job state events are generated when there is a change in the job state.

Send Agent State Events

If you select this check box, the event SDK sends agent state events.

Send Attempt Events

If you select this check box, the event SDK sends attempt events.

Send Enriched Attempt Events

If you select this check box, the event SDK sends enriched attempt events.

If you select the Send Enriched Attempt Events check box, the Send Attempt Events check box gets automatically selected.

Agent and supervisor configuration

Select this check box to apply the agent and supervisor configurations. When you select this check box, POM applies the following changes:

• Agent must log in with an organization. The agent can be attached only to the campaigns belonging to that organization.

• To view the agents in the Staffed agents view of Supervisor Dashboard, ensure the user has the POM Supervisor or Org POM Supervisor role, and also has agent groups assigned.

• Users with the POM Supervisor or Org POM Supervisor role have access to Supervisor Dashboard. These users can view only the agents that are assigned to them.

• Users with Administrator role can view all agents and do not require agent assignment.

• Users with Org Administrator and Org POM Supervisor role can view all agents of their organization in Supervisor Dashboard, and do not require agent assignment.

• Users with POM Campaign Manager or Org POM Campaign Manager role must have agents assigned to view agents in the Staffed agents view of Supervisor Dashboard. For this, the administrator must assign POM Supervisor or Org POM Supervisor role to the user.

POM poller polling interval(sec)

Specify the POM poller time interval, in seconds, after which the POM poller keeps polling the EPM.

POM poller is important for synchronizing various POM-related configurations between the POM server and EPMS plug-in such as licensing information, POM applications, POM users, and ports.

The default value is 5 seconds. The minimum and maximum allowed values are 1 and 60 seconds respectively.

Agent script editor auto save time (min)

Specify the time, in minutes, after which the agent script editor is saved automatically.

The default value is 1 minute. The minimum and maximum allowed values are 1 and 10 minutes respectively.

Enable Agent Script security

Select this check box to enable the native Agent Script pages to perform extra validations for added security.

JMS listen port

By default, ActiveMQ works in SSL mode with port 51617, and TCP mode is disabled.

The minimum and maximum allowed values are 1024 and 65535 respectively.

To enable TCP mode with port 51616, run the following script:

enableTCPInActMQ.sh

Example: ./enableTCPInActMQ.sh

To disable TCP mode with port 51616, run the following script:

disableTCPInActMQ.sh

Example: ./disableTCPInActMQ.sh

For more information, see the Active MQ documentation at: http://activemq.apache.org/xml-configuration.html

To monitor Active MQ of POM for troubleshooting, use the URL: http://<Master ActiveMQ IP address>:8161.

In case of conflict, you can change the default port. To change the port, you must log on to the POM server, type cd $POM_ACTMQ_DIR/conf, and edit jetty.xml to change the port property under connectors node. If you have more than one POM servers, you must log on to every POM server and make the change.

Pacer base port

The Campaign Manager uses the pacer base port to communicate with the pacer situated within the Agent Manager. The port is specific to a zone and for every zone you need a different port.

The default value is 9995. The minimum and maximum allowed values are 1024 and 65535 respectively.

At a time, you can have a maximum of 15 zones. So, 15 ports are used for communication if all zones are handled by one Agent Manager server.

For example, if you have a single box system with three zones, the ports get assigned to the zones as shown below:

• Zone1: 9995

• Zone2: 9995

• Zone3: 9995

If the zones are distributed across servers, the same port number is used. For example, if you have three POM servers and three zones, with one zone on each server, the ports get assigned to the zones as shown below:

• Zone1: 9995

• Zone2: 9995

• Zone3: 9995

Agent Initiated Pacer base port

The default value is 10005.

The minimum and maximum allowed values are 1024 and 65535 respectively.

Router base port

The router, situated within the Agent Manager, uses the router base port to communicate with the nailer and driver applications situated within the application server.

The port is specific to a zone and for every zone you need a different port.

The default value is 7779. The minimum and maximum allowed values are 1024 and 65535 respectively.

At a time you can have a maximum of 15 zones. So, 15 ports are used for communication if all zones are handled by one Agent Manager server.

For example, if you have a single box system with three zones, the ports get assigned to the zones as shown below:

• Zone1: 7779

• Zone2: 7780

• Zone3: 7781

If the zones are distributed across server, the same port number is used. For example, if you have three POM servers and three zones, with one zone on each server, the ports get assigned to the zones as shown below:

• Zone1: 7779

• Zone2: 7779

• Zone3: 7779

Agent manager base port

The Agent Manager uses the Agent Manager base port to communicate with the desktop through Agent API provided in the Agent SDK.

The port is specific to a zone and for every zone you need a different port.

The default value is 9970. The default value is used as a management port for all zones managed by that server. Next values are used for zones.

The minimum and maximum allowed values are 1024 and 65535 respectively.

At a time you can have a maximum of 15 zones. So, 15 ports are used for communication if all zones are handled by one Agent Manager server.

For example, if you have a single box system with three zones, the ports get assigned to the zones as shown below:

• Zone1: 9971

• Zone2: 9972

• Zone3: 9973

If the zones are distributed across servers, the same port number is used. For example, if you have three POM servers and three zones, with one zone on each server, the ports get assigned to the zones as shown below:

• Zone1: 9971

• Zone2: 9971

• Zone3: 9971

Maximum concurrent jobs

Specify the maximum simultaneous jobs POM can run at any given time.

The minimum and maximum allowed values are 1 and 200 respectively. The default value is 50.

The number of maximum simultaneous jobs is variable and depends on the number of task nodes in the campaign strategies associated with the jobs.

Maximum ports per server

Specify the maximum number of port licenses that can be used by the POM server.

The default value is 1200. The minimum and maximum allowed values are 100 and 5000 respectively.

Agent manager heart beat port

Specify the port on which all Agent Managers communicate with each other.

The default value is 8870.

The minimum and maximum allowed values are 1024 and 65535 respectively.

Rule Engine port

Specify the port on which the Campaign Manager and Agent Manager communicate with the Rule Engine.

The default value is 8779.

The minimum and maximum allowed values are 1024 and 65535 respectively.

Days before certificate expiry alert

Specify the number of days before certificate expiry POM must raise an alarm informing about the certificate expiry.

The minimum and maximum allowed values are 30 to 60 days respectively.

Enable Advanced Guard Time Configuration

Select this check box to apply the advanced guard time configurations to the contact for dialing. If you select this check box, you can do the following:

• Bulk import the area code mapping defined for each country.

• Export the area code mapping data.

• Define guard times for a time zone and a state independently.

• Define area code to state to time zone mapping.

Mark AMD Application Played Completion Code

Select this check box to mark the AMD Application Played completion code on termination of the application configured for handling Answer Machine. POM does not apply the completion code if the application is transferring the call.

Protocols and their Order to try for a call

Specify comma separated list of protocols, with no spaces, to be used for placing calls. For example, sip,sips,tel

If you prefix the list with an asterisk (*), POM uses the protocols only from this list and ignores any protocol included in the URI.

If you do not specify any protocol in this field, POM uses the protocol included in the URI.

For more information, see Securing calls over SRTP.

Use different database for reporting

Select the check box if you want to fetch POM reports from different (replicated) database. The reporting database is a replicated POM database. It is of the same type, same schema, and the same version as the active POM database and contains the same data as the active POM database.

Select this check box to choose a database of one of the following types:

• Postgres

• Oracle

  If you select this option, then choose one of the following options or methods to connect the POM database to the reporting Oracle database:

  • SID

  • Service Name (use this option if POM database is also of Oracle type.)

• MSSQL

  If you select this option, then choose one of the following options or methods of authentication.

  • SQLServer

  • Windows

  For example, if POM database is of MSSQL type, then you must select the reporting database of MSSQL type.

  If you do not select this option, POM fetches the reports from the POM database.

Port Number

Displays the port number of the reporting database.

Default port numbers for the databases are as follows:

• 5432 to connect to Postgres database.

• 1521 to connect to Oracle database.

• 1433 to connect to MS-SQL database.

The minimum and maximum allowed values of the port for all three types of databases are 1024 and 65535 respectively.

Host name

The hostname or IP address of the reporting database.

User Name

The username to connect to or log in to the reporting database.

Password

The password to connect to or log in to the reporting database.

DB Name

The name of the reporting database.

Select an Option

Select an option to connect to MSSQL server using SQLServer or Windows Authentication (Only for MSSQL database).

Select an Option

Select an option to connect to an Oracle database using SID or Service Name:(Only for Oracle database).

Does Database require secured connection

Select this check box for secure database connection.

Does Database require FIPS connection

Use this option to enable or disable the Federal Information Protection Standard (FIPS) mode.

Reset

Click to reset all values on the Global Configurations page to the default values.

Cancel

Click to:

• Not apply the changes to the global configurations.

• Return to the Home page.

Save

Click to save and apply the changes made to the global configurations.