AvayaPOMAgent

Use AvayaPOMAgent to transfer the call after playing a recorded welcome message, followed by a simple notification text (TTS). The transfer is blind and the application exits after transferring the call. The notification text is optional for this application. Configure this application as a POM:Application type in EPM with name as AvayaPOMAgent. The welcome message is optional. You can specify the welcome message using Configurable Application Variables (CAV) while configuring the application in EPM.

Avaya recommends that you provide a welcome message as there can be some delay in retrieving the notification text in load scenarios. This delay might lead to a silence before the system plays the notification text. A welcome message prevents this silence. The system retrieves the notification text using an internal web service call. If an error occurs in retrieving this text, the application tries the secondary web service URL and then directly jumps to transfer.

You can use this application only with a POM campaign and does not work as a standalone application. A special node for this application AvayaAgent is provided in the campaign strategy under Applications. Specify the ID of the text and the number to transfer to VDN in the properties for the AvayaAgent node. You can provide tel:AvayaPOMAgent as the destination. If you do so, then the calls are transferred to a POM agent nailed to the respective campaign. Ensure that you configure the Avaya Experience Portal system and Campaign Manager properly for transfers before using this application. You must configure this application in EPM with name as AvayaPOMAgent and no other name works.

You can use two optional CAVs, namely, DNC Digit and DNC Result Prompt for enabling the opt-out mechanism.

The DNC Digit is a number and if the contact presses this number (DTMF digit) during a call, POM adds the called number as stored in the contact list to the POM DNC list, without the dialing prefix, if any. You can mention any number between 0 and 9.

The DNC Result prompt is a wav file that POM plays out to the contact on successful addition to the DNC list by pressing the DNC Digit while on call.

AvayaPOMAnnouncement

Use AvayaPOMAnnouncement for announcement type of campaigns. You can use the application to play pre-recorded prompts. You must upload the pre-recorded prompts (wav files) using CAV while configuring this application in EPM. Configure this application as a POM:Application type in EPM and with name as AvayaPOMAnnouncement. On the CAV page for this application, you can upload prompts for maximum three different languages. Each language has four prompts. The system plays the four prompts in a sequence one after another. Select appropriate language from the list of available language codes and upload respective language prompts for that language. Do not select multiple language codes.

The first four prompts on the page are default prompts. These set of prompts are played in a sequence one after another if the contact language does not match with any of the selected languages. The first default prompt (Default Prompt 1) is mandatory, rest all prompts are optional. You can use this application only with a POM campaign and does not work as a standalone application. Add a custom application node for this application in the campaign strategy. Specify AvayaPOMAnnouncement from the drop-down list available for the Application property of the custom node.

You can use a few optional CAVs, namely, DNC Digit and DNC Result Prompt for enabling the opt-out mechanism.

The DNC Digit is a number and if the contact presses this number (DTMF digit) during a call, POM adds the called number as stored in the contact list to the POM DNC list, without the dialing prefix, if any. You can mention any number between 0 and 9.

The DNC Result prompt is a wav file that POM plays out to the contact on successful addition to the DNC list by pressing the DNC Digit while on call. The DNC Result Prompt is available per language.

AvayaPOMEmail

Use AvayaPOMEmail to send an email message. Configure this application as an email type in EPM with name as AvayaPOMEmail. AvayaPOMEmail does not work as a standalone application. A special node for this application AvayaNotify is provided in the campaign strategy under Applications. Specify the ID of the text in the TextId property of the AvayaNotify node. You must configure the application in EPM.

AvayaPOMNotifier

Use AvayaPOMNotifier to play a recorded welcome message followed by a simple notification text (TTS). Configure this application as a POM:Application type in EPM with name as AvayaPOMNotifier. The welcome message is optional. You can provide the welcome message using CAV while configuring this application in EPM. The notification text is retrieved using an internal web service call. If an error occurs in retrieving this text, the application tries the secondary web service URL and if the problem still exists, an error message is played. You can customize the error message using another CAV provided for this application. Avaya recommends that you provide a welcome message as there can be some delay in retrieving the notification text in load scenarios. This delay might lead to a silence before the notification text is played. A welcome message prevents this silence . You can use this application only with a POM campaign and does not work as a standalone application. A special node for this application AvayaNotify is provided in the campaign strategy under Applications. Specify the ID of the text in the TextId property of the AvayaNotify node. This application must be configured in EPM with name as AvayaPOMNotifier and no other name works.

You can use two optional CAVs, namely, DNC Digit and DNC Result Prompt for enabling the opt-out mechanism.

The DNC Digit is a number and if the contact presses this number (DTMF digit) during a call, POM adds the called number as stored in the contact list to the POM DNC list, without the dialing prefix, if any. You can mention any number between 0 and 9.

The DNC Result prompt is a wav file that POM plays out to the contact on successful addition to the DNC list by pressing the DNC Digit while on call.

AvayaPOMSMS

Use AvayaPOMSMS to send an SMS. Configure this application as a SMS type in EPM with name as AvayaPOMSMS. AvayaPOMSMS does not work as a standalone application. A special node for this application AvayaNotify is provided in the campaign strategy under Applications. Specify the ID of the text in the TextId property of the AvayaNotify node. You must configure this application in EPM.

Nailer

Use Nailer application to manage the agent nailing session. Configure this application as a POM: Nailer type in EPM with name as Nailer. In order to use the Nailer application for campaigns, specify the Nailer application in the campaign strategy. In order for the Agent Manager to work correctly, you must configure at least one Nailer and one Driver application in the EPM. POM maintains one nailing session for one agent. If you want to play TTS prompts in the hold application, you must configure a TTS in the Nailer application.

PomDriverApp

This is a system application of POM which manages execution of calls for a POM campaign. The application launches the calls and then connects the called party to an appropriate application you specify in the campaign strategy based on the outcome of the call. Configure this application as a POM: Driver type in EPM with name as PomDriverApp. Since all POM applications are child nodes of this application, you need to specify resources like TTS, required by the children applications in the configuration of PomDriverApp in the EPM. You can configure multiple driver applications with same URL, but with different names and resources. Choose right resources required by the campaign by selecting the driver application in the Driver Application property of the Call node in the campaign strategy.

When POM places a successful call, a timer called the 'Start of voice timeout' is started. The default value of this timer is 2000 milliseconds. If POM does not receive the 'start of voice' event within this duration, POM initiates Answer Human treatment as specified in the campaign strategy. If POM receives the ‘start of voice’ event within this duration, POM starts another timer called ‘live voice timeout'. The default value of this timer is 1800 milliseconds. If POM receives the ‘live voice’ event within this duration, then it initiates Answer Human treatment immediately as specified in campaign strategy. If POM does not receive the ‘live voice' event within this duration, it initiates Answer Human treatment as specified in campaign strategy after the timeout.

If POM detects live voice event after the Answer Human treatment starts, POM updates the completion code (Answer_Human) in the database and continues with the Answer Human treatment. If POM receives ‘Answer Machine’ event after the Answer Human treatment starts, the driver application waits for the end of machine greeting. On receiving the ‘end of message’ event, it terminates the Answer Human treatment and initiates Answer Machine treatment as specified in campaign strategy.

If you disable the compliance timers, then POM driver application waits for result of call classification till CCA timeout configured on the Campaign Creation page before starting any call treatment. If POM receives result of call classification within this duration, then it initiates 'Answer Human' or 'Call Answered' treatment as specified in campaign strategy. If POM does not receive the result of call classification within this duration, then it initiates 'Answer Human' or 'Call Answered' treatment as specified in campaign strategy after the timeout.