Overview

Last Updated : Jun 19, 2024 |

POM integrates with Avaya Oceana® so that Avaya Oceana® can support a fully integrated Outbound channel.

For POM agents to log on to Avaya Workspaces, POM provides JAVA SDK. Avaya Workspaces provides the unified desktop for inbound and outbound channels. JAVA SDK provides API to integrate the POM Agent functionality for desktop implementation. Java SDK is inline with the existing .NET-based SDK except the login-specific enhancements. SDK APIs only support secure communication. Therefore, you must configure the POM certificate in the client API while connecting the client API to POM.

Note:

For Avaya Workspaces to dispose calls, Custom Completion Code Name and Completion Code ID in POM and Avaya Oceana® must be same.

For Avaya Oceana® integration, you must install POM in the Oceana mode. After installing POM, you must log on to the Experience Portal web console, click Proactive Outreach > Manager > Configurations > Oceana Configuration, and configure the IP address or hostname of Avaya Oceana® Cluster 3 that hosts OBCService.

OBCService exposes the REST services through which POM fetches the agent attributes configured in Avaya Oceana®. You must log on to the Experience Portal web console, click Proactive Outreach > Manager > Campaigns > Campaign Strategies, and select the agent attributes as an outbound skill. POM agents can log on to Avaya Workspaces with attributes assigned to them.

Note:

POM does not support skill-based pacing if you install POM in the Oceana mode. POM restricts the campaign having skill-based pacing.

Context Store Integration

POM provides outbound attempt information to the Context Store server for customer journey completeness. You can send the data to Context Store in all the POM installation modes. POM uses the Context Store REST web service to create the context. Context Store provides an auto-generated unique identifier that is work request ID for the context record. POM persists this work request ID into the POM database.

While creating the context, POM sets the persistToEDM field to true to persist the context data in an external database. POM also provides groupID, which is presented as Customer ID. One of the contact attributes is configured as Customer ID. Contact browser is enhanced to capture this configuration. The Customer ID uniquely identifies the specific customer record. POM derives the Customer ID based on the Customer ID Retrieval Mode configuration on the Contact Browser page.

The following are the retrieval mode configurations:

Retrieval mode

Description

Always

Select if POM does not have a customer ID or administrator chooses to use the customer ID from the customer management snap-in. POM fetches a Customer ID from the Customer Management snap-in. The selected attribute value and the attempt address are an input to fetch Customer ID. POM uses the same network address as that of the configured Context Store server while retrieving to the Customer Management snap-in.

Never

POM uses the value of the selected attribute as Customer ID.

Attribute value is blank

If the attribute value is blank, POM retrieves the Customer ID from the Customer Management snap-in. Otherwise, POM uses the attribute value as Customer ID.
Note:

To see the customer journey, do not mark the contact as done in a campaign strategy unless it is with the agent. If you mark the contact as done while it is with the agent, the customer journey might not be displayed in the Avaya Workspaces.

POM REST web services

The existing SOAP web services are converted into equivalent REST web services. The Engagement Designer workflow in Avaya Oceana® can use the REST web services to modify entities related to the POM outbound campaign. For more information about POM REST web services, see Developer Guide for Proactive Outreach Manager.