Context Store Integration
POM provides outbound attempt information to the Context Store server for the completeness of the journey of a customer. 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 a work request ID for the context record. POM inserts this work request ID into the POM database. While creating the context, POM sets persistToEDM field value to true to persist the context data in an external database. Also POM provides the groupID which is presented as Customer ID. One of the contact attributes is configured as Customer ID. If the Context Store version is 3.8.1 or later, you can send a customer ID and four phone numbers along with the attempted phone number to Customer Management for searching a contact. If you select the Select Multiple Phone Fields option, POM displays the Available Attributes list and the Selected Attributes list. When you select the Attribute Value is Blank option and the Select Multiple Phone Fields option, POM sends only the attempted phone number, but POM does not send the phone numbers selected from the Available Attributes list.
Important:
Customer ID selection is mandatory with the Select Multiple Phone Fields option.
The Contact List-Attribute Association page is enhanced to select this configuration. POM provides the group ID which is presented as the Customer ID. 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 List-Attribute Association page.
Note:
Select the Select Multiple Phone Fields option, only if your Context Store version is 3.8.1 or later.
The following are the retrieval mode configurations:
Retrieval mode |
Description |
Always |
Select after POM does not have a customer ID or if the 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 as 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, else POM uses the attribute value as Customer ID. |
Note:
To see the customer journey, ensure that you do not mark the contact as done
in a campaign strategy till the time it is with the agent. If you mark the contact as done while it is with an agent, Avaya Workspaces does not display the journey of a customer.
