The manual campaign feature is provided in POM so that POM does not dial a customer number automatically. Instead, an agent must dial a customer number manually using any third-party software, device, or Avaya Workspaces for Call Center Elite.
During a manual campaign, POM sends customer information with a notification to the agents. If the agents decide to talk to the customer, they can dial the provided number manually using any third-party software, device, or Avaya Workspaces for Call Center Elite. After the dialed call is answered successfully, the agent needs to click the Connect button on the Agent desktop. If the dialing through third-party software, device, or Avaya Workspaces for Call Center Elite or does not complete, for example, Ring no answer, Call busy, and so on, the agents can click the Disconnect or Release button. Depending on the notification, the Agent desktop application must enable Disconnect or Release buttons on Desktop after dialing. To ignore or skip the Contact, agent can cancel the request. The Agent desktop application sends the appropriate command and wraps up the call. POM, Experience Portal, or MPP are not involved in the manual dialing. The agents report the result of the manually dialed call to POM.
To use POM only for Manual campaigns, POM can be configured for non-telephony mode. POM in non-telephony mode does not support Preview, Predictive, or Progressive campaigns. In this configuration mode, POM does not have any telephony communication, that is, SMS, voice, or voice notification (agent-less) to MPP. However, POM can have email campaigns.
In the non-telephony configuration mode:
POM works entirely for manual campaigns where agent dials the customer either from desktop (CTI integrated), hard phone, or soft phone.
No Preview, Predictive, or Progressive campaigns are possible with this configuration.
In this configuration mode, POM does not have any telephony communication, that is, SMS, voice, or voice notification (agent-less) to MPP.
POM can have Experience Portal with MPP for IVR or inbound calls.
In the mixed configuration mode:
POM allows Preview, Predictive, and Progressive campaigns. Preview campaigns can be used with preview timer off.
Agents can dial a customer from the CTI-enabled desktop, and the number is dialed through Experience Portal or MPP.
