A campaign delivers a specific message to all customers in the database through selected channels such as email, SMS, and voice. You can have either a finite campaign or an infinite campaign.

POM provides a web-based Campaign Creation page to create campaigns. A campaign has a name, a campaign strategy, and one or more contact lists. You can set a filter criteria on the contact lists. If you specify filter criteria, POM applies the criterion at the beginning of a campaign and selects only those customer records that meet the specified criterion. You can define and associate one or more custom completion codes with a campaign when you require some user input either from an agent or from a custom application.

A finite campaign can end naturally after processing all contacts or you can specify the following criteria to end a campaign:

• Goal-based campaign: Ends after receiving an expected number of responses from customers.

• Time-based campaign: Ends after running for a specific time duration. For example, you can terminate a campaign after 12 hours.

• Completion code-based campaign: Ends after meeting a specific coded condition. For example, you can end a blood donation campaign after you receive 50 accepted responses.

For agent-based campaigns, if any of the campaign finished criteria are met or the user stops the job manually through the Supervisor Dashboard or web services, the job moves to Stopping state. The dialing stops and no new calls are launched. However, the campaign does not change to Completed state until all agents complete all their calls. For this feature to work, ensure that in the campaign strategy you set the Next State to wait in the Result Processor for Answer Human completion code.

After you create a campaign, you can schedule or run the campaign immediately. You can customize the campaign to suit your requirements. You can schedule or run the campaign you create as a single instance or multiple instances with a daily, weekly, or monthly frequency. For example, a birthday campaign can run daily and a credit card notification campaign can run every Monday.

You can stop campaigns that are in the running state.

You can export the successfully attempted contacts data along with the completion codes and other result details of a campaign to a .csv file.

Two-way SMS and email campaigns -

In addition to creating voice, SMS, and email campaigns, you can also create a two-way SMS and email campaigns. These campaigns help you to send a message and receive responses and you can then take appropriate actions based on different conditions. You must make appropriate changes or create campaign strategies in specific manner to use two-way SMS and email campaigns.

POM uses web services to enable the two-way communication. POM provides stock applications for both SMS and email. The stock applications receive SMS and email responses and updates the attribute value and completion code for the specific POM contact. For more information about two-way SMS and email campaigns, see Administering Avaya Proactive Outreach Manager.

Callbacks -

You can schedule callbacks to run immediately. Users can change the callback time from the Callback Manager page or using web services, to have the callback immediately.

Using the callback time interval and number of callbacks option administrators can set up a callback time interval and the number of callbacks allowed during that time interval.