Campaign Director

Campaign Director is a Linux service that triggers campaigns and data imports at scheduled date and time. Campaign Director is also responsible for pausing and resuming campaigns based on user action and terminating campaigns if their finish criteria is specified. If you install POM as a multiple server configuration, then only one campaign director is in the active state and others are in dormant state. For a multiple server configuration, the campaign director is responsible for assigning the contacts to be processed for any campaign across POM servers. Campaign Director is also responsible for redistribution of load in case of failures.

Campaign Manager

Campaign Manager is a Linux service that parses a campaign strategy, makes voice calls, and sends SMS or email messages. Campaign Manager interfaces with one or more EPM servers for making outbound calls.

If you configure multiple EPM servers, the Campaign Manager uses all the servers in a synchronized manner, using all media resources available for load balancing and failover.

If you install POM as a multiple server configuration, the Campaign Manager service runs on all POM servers. When you run a campaign, each Campaign Manager processes the contacts allocated to the campaign by the Campaign Director.

Rule Engine Service

Rule Engine is a Linux service that evaluates system rules and campaign rules for each campaign. You can create rules using Rule Editor.

Rules can be based on:

• Contact/address

• Number of attempts

• Channel

• Attempt completion code

• Nuisance frequency

Before attempting a contact, Campaign Manager refers the rule engine to check whether the rule engine has restricted the attempt by any system or user configured rule.

If you install POM as a multiple server configuration, then only one rule engine is in the active/master state, and others are in the dormant state.

POM Web services

The system installs web services as a part of POM server and accesses the web services from the external applications. POM Pluggable Data Connector (PDC) uses web services to interface with POM. You can use the Web services to access various contact attributes to play personalized prompts or make certain decisions in the application flow.

Agent Manager

POM Agent Manager (PAM) is a Linux service that manages agent operations. You can either have agent-based campaigns or agent-less (notification) skill-based campaigns.

By default, the Agent Manager allocates 1536 MB memory, which can be utilized for up to 500 agents. If you want to run more than 500 agents, say up to 1000 agents, then you must increase this memory to 3GB. To change Agent Manager memory allocation, you must run updateAgentManagerMemory.sh script from $POM_HOME/bin folder.

PAM is responsible for distributing licenses to all voice-based campaigns. The high-level functions of PAM include:

• Manages agent allocation and state for campaigns.

• Manage agents in a blended job. Only CC Elite configuration supports this module.

• Update the POM database with current agent related information for reporting and HA related functionality.

• Distribute the preview and predictive agent licenses among running agent-based campaigns and distributing outbound ports to voice notification campaigns.

• Support High Availability in case of system failures.

• Support real-time commands from Supervisor Dashboard such as minimum agents, priority, or agent-based commands such as Forced Logoff.

ActiveMQ

ActiveMQ is a Linux service that is used for Inter process communication between POM components. You can change the runtime parameters of campaign jobs and publish the contact attempt information using ActiveMQ.

Kafka server

POM Kafka Service is a distributed messaging platform which allows users to subscribe to it and publish data to any number of systems or real-time applications. It provides a unified, high-throughput, low-latency platform for handling real-time data feed.

Advance List Management

POM Supervisor Dashboard service

The POM Supervisor Dashboard service is a Linux service used for real-time monitoring of active campaigns, staffed agents, licenses, inbound skills for Avaya Experience Platform™ On-Prem , and active data and DNC import jobs that are configured in POM.

Supervisors can use the POM Supervisor Dashboard to do the following:

• Monitor active campaigns and perform campaign-related operations. For example, pause or resume an active campaign.

• Perform remedial actions based on the status of the active campaigns.

• Change the campaign parameters at run time. For example, change the priority of a campaign job at run time.

• Set the dialing order for the priority, retry, and regular contacts in a campaign at run time.

• Perform run-time changes in filter templates and contact lists that are associated with a campaign.

• Monitor staffed agents and perform agent-related operations. For example, move an agent to another job.

• Monitor active data import and DNC import jobs.

• Pause, resume, and stop active data import and DNC import jobs.

• Perform global configurations for the Supervisor Dashboard, such as, change the time format.

• View the license allocation summary for running campaigns.

• View and monitor the inbound skills for which blend monitoring is enabled for Avaya Experience Platform™ On-Prem and the inbound skills that POM uses for skill-based pacing for Avaya Experience Platform™ On-Prem .

• Create and manage custom views and dashboards.

• Change the state of a zone and assign failover zone.

Agent SDK Service

Agent SDK Service is a service in POM which has two components, atmosphere manage service and Java Agent SDK. Atmosphere manage service listens on https port for the web socket request from Elite Workspaces and Java Agent SDK will open TCP socket port with active agent manager.

Nailer CCXML application

To speed-up the process of connecting to customer call with agents, POM keeps the agent on a continuous call. This continuous call is known as nailing. This application takes care of the agent call control flow. An available agent is nailed at the beginning of the call session when the agent gets attached to a job.

POM helps to enhance the agent performance by delaying the un-nailing of an agent. When the system detaches the agent from a job, the system does not terminate the agent nailing. The next job also uses the same nailing session. In some cases, as a result of agent optimization, the system can nail the agent by a different application assigned to the job.

POM does not support multiline appearance on agent phones and does not check the agent phone status for off-hook/on-hook before launching the nail-up call.

POM does not support hold on nailed calls. It does not check the agent phone status for hold/un-hold during the nail-up. The agent must ensure that the nailed call is not put on hold to avoid nuisance, silent, or abandoned calls to customers.

Driver CCXML application

This application takes care of the customer call control flow.

Agent Scripts

When an agent gets a call, an agent script is shown to the agent on his desktop, which contains the script that the agent speaks to the customer.

The agent script is displayed on agent desktop to help the agent with the customer call. The agent script can be either Native or URL based. You can create, delete, or modify the Native scripts using a built-in editor. To use agent scripts, you must associate the agent script with a campaign strategy for agent-based campaigns.

Load Monitor

Load monitoring service determines the load of the POM system.