System requirements

Last Updated : Aug 19, 2021 |

The following table describes the system requirements for each deployment mode:

External server/system

Deployment mode

Notes

None

CC Elite

AACC-SBP

AACC

Oceana

Avaya Experience Portal

Avaya Experience Portal is an external system, POM resides on Avaya Experience Portal. For more information about the hardware requirements for installing Avaya Experience Portal, see Administering Avaya Experience Portal.

To install POM on an Experience Portal system that requires support for the languages other than English, you must install appropriate fonts.

For more information about non-English language support on Experience Portal, see Implementing Avaya Experience Portal on a single server or Implementing Avaya Experience Portal on multiple servers.

Database server

The Database server can be PostgreSQL, Oracle Enterprise Edition 64 bit, or Microsoft SQL Server.

License server

License server is a mandatory requirement. You can install a local or an external license on the license server. The licenses can be any combination of POM Outbound ports, POM Agent licenses (Predictive, Preview, or Manual), or Multi-Media (SMS, or Email). For more information about licenses, see Avaya Proactive Outreach Manager Overview and Specification.

Avaya Aura® Call Center Elite (Call Center Elite)

You must install Call Center Elite to run agent-based campaigns or agent-less automated skill-based campaigns.

Avaya Aura® Contact Center

You must install Avaya Aura® Contact Center to run automated skill-based campaigns or agent-based campaigns.

For more information on multicast configuration, see Avaya Proactive Outreach Manager Integration.

Avaya Oceana®

You must install Avaya Oceana® to enable the Outbound voice capability in Avaya Oceana®, to work with Avaya Proactive Outreach Manager.

For more information, see Deploying Avaya Oceana®.

Custom Agent Desktop

You can design your own desktop using the agent APIs. For more information about agent APIs, see Proactive Outreach Manager Agent API.

Application Enablement Services (AES) server

AES is mandatory for agent outbound calls.

For Avaya Aura® Contact Center, you need AES only if you use Avaya Aura® Communication Manager.

Call Management System (CMS)

CMS is used for skill- based pacing and agent blending in Call Center Elite.

Avaya Contact Recorder

Installation of Avaya Contact Recorder is optional.

Operating system

Red Hat Enterprise Linux or Avaya Enterprise Linux.

Other requirements

  • Licenses: Ensure that the number of telephony ports in Avaya Experience Portal are more than or equal to the number of POM ports. Acquire the Text to Speech (TTS) or Automated Speech Recognition (ASR) licenses. ECC licenses are required for any Enhanced Call Classification. Agent licenses are required to do Agent Based Campaigns.

  • Speech servers: Configure at least one TTS to use the AvayaPOMNotifier application or any custom Avaya Orchestration Designer application that requires TTS.

  • VoIP connections: Configure Session Initiation Protocol (SIP) ports or H.323 ports.

  • SA8874 feature: Activate the SA8874 feature, that is, call status messages, for 7434ND IP phones on Avaya Aura® Communication Manager. When you activate the SA8874 feature, you can use the Call Classification Analysis (CCA) feature for H.323 ports.

  • Port Distribution: Ensure that the H.323 or SIP ports on Avaya Experience Portal are in service.

    Note:

    To run agent-based campaigns, a SIP connection is mandatory. Ensure you have SIP ports reserved for POM applications and campaigns.

  • Experience Portal Manager (EPM) and Media Processing Platform (MPP) server: Use the primary EPM, auxiliary EPM, and MPP servers with the recommended sizing tool.

Deployment scenarios

The following are the deployment scenarios for POM:

  • Single-server deployment

  • Multiple-server deployment with zones

  • Multiple-server deployment without zones

  • Geo-redundant deployment