Overcoming slow dialing

Last Updated : Jun 03, 2026 |

Cause

After POM dials calls, if the agent utilization is less than 50%, agents do not receive calls for 30 to 40 seconds.

Solution

Procedure

  1. Open an SSH session to the primary and all the auxiliary POM servers.

    You can use an application such as PuTTY.

  2. Go to /opt/Tomcat/tomcat/lib/config/voiceportal.properties and reset the values of the following parameters:
    1. Set mppCcxmlJsiRuntimes to 4 or more than 4.
    2. Set mppVxmlJsiRuntimes to 4.
    3. Save the file.
  3. Open an SSH session to all configured MPP servers.

    You can use an application such as PuTTY.

  4. Go to /opt/Avaya/ExperiencePortal/MPP/config/mppconfig.xml and reset the values of the following parameters:
    1. Set ccxml.jsi.runtimesize to 33554432.
    2. Set ccxml.jsi.contextsize to 262144.
    3. Save the file.
  5. Open an SSH session to the POM primary server.

    You can use an application such as PuTTY.

  6. Log on to the POM database server.
  7. Go to /opt/Avaya/avpom/POManager/config/PIMHibernate.cfg.xml and reset the following properties:
    Note:

    Do the following settings only if the agents are more than 1000.

    1. <property name="hikari_PIMCM">200</property>
    2. <property name="hikari_PIMADMIN">150</property>
    3. <property name="hikari_PIMAGT_Active">200</property>
    4. <property name="hikari_PIMCD_Active">200</property>
    5. Save the file.
  8. Go to /opt/Avaya/avpom/POManager/bin.
  9. To increase the Agent Memory to 3 GB, run the following command:

    ./updateAgentManagerMemory.sh

  10. Go to /opt/Avaya/avpom/POManager/bin.
  11. To increase the Campaign Manager Memory to 3 GB, run the following command:

    ./updateCampaignManagerMemory.sh

    To overcome slow dialling, you can select 3 GB only.

  12. In the POM database, run the $POM_HOME/bin/SetConfigValue.sh script to reset the values of the following parameters in the pim_config table:
    1. Set AgentWorkerThreads to 200.

      By default, the value of this parameter is 20.

    2. Set MaxCMWorkers to 200.

      By default, the value of this parameter is 20.

    3. Save the file.
  13. Go to /etc/profile.d/POM.sh.
  14. In the POM.sh file, in the POM_CD_JAVA_OPTS field, reset the values of both Xms and Xmx parameters from 1 to 3 GB.
  15. On the POM server, restart the POM service for the changes to take effect.