Configuring and verifying the system post upgrade

Last Updated : Oct 27, 2025 |

Procedure

  1. Log on to the POM server as a root user.

    You can use an application such as PuTTY to open an SSH session to the POM server.

  2. Go to $POM_HOME/config and ensure that the PIMHibernate.cfg.xml file contains Hikari properties instead of c3p0 properties.
  3. Run the Create Indices script on the primary server from $POM_HOME/bin/createCustomIndices.sh.
  4. If you have regenerated the Experience Portal certificate, to ensure that you have the latest root certificates post upgrade, run the following command: bash $POM_HOME/bin/do_UpdatePOMCerts.
  5. If you upgrade VPMS after installing or upgrading POM, the soft links break. To resolve this, run the command vpUpgrade.sh.
  6. Run the command POM status and verify that all services are running.
    The system displays a message: 
    Do not use actual date and PID.
Checking POM <version POM.04.01.00.00.00.yymmdd> Status at Tue Sep 23 12:54:52 IST 2025
Checking individual components:
STATE=RUNNING
zookeeper ( pid xxxx ) is running...
 
 
STATE=RUNNING
kafka ( pid xxxx ) is running...
 
 
STATE=RUNNING
POM ActiveMQ ( pid xxxx ) is running...
 
 
STATE=RUNNING
Agent Manager ( pid xxxx  ) is running...
 
 
STATE=RUNNING
Campaign Manager ( pid xxxx  ) is running...
 
 
STATE=RUNNING
Campaign Director ( pid xxxx  ) is running...
 
 
STATE=RUNNING
Rule Engine ( pid xxxx  ) is running...
 
 
STATE=RUNNING
advance list mgmt ( pid xxxx  ) is running...
 
 
STATE=RUNNING
POM agent sdk ( pid xxxx  ) is running...
 
 
STATE=RUNNING
POM Dashboard ( pid xxxx  ) is running...
 
 
STATE=RUNNING
Load Monitor ( pid xxxx  ) is running...
Overall Status: POM is running
    where xxxx is the pid of corresponding process and yyy is the POM release.
  7. You must fetch the EPM certificate after upgrade:

    1. In the navigation pane, click Proactive Outreach > Manager.

    2. Click Configurations > Trusted Certificate.

    3. To fetch an Avaya Experience Portal certificate, click Fetch.

    4. In the Name field, type a unique name of an EPM certificate.

    5. In the Location field, type https://<EPM IP Address>

    6. Click Continue.

  8. You must reconfigure the POM certificate after upgrade:

    1. From the left pane, select, EPMS > Proactive Outreach > Manager > Configurations > Servers

    2. Click the POM Server to edit.

    3. Click Apply to fetch the certificate.

    4. Trust the certificate.

    5. Click Save.

    Note:

    Repeat Step 4 and Step 5 for each auxiliary POM server.

  9. Reconfigure the outcall password using the menu option Proactive Outreach > Manager > Configurations > Servers > Outbound settings > Edit Voice Server. You must provide the Avaya Experience Portal user name and the password, which has the Outcall privilege under the Web Services role, to connect to the voice server.

    Post upgrade, POM sets the default Home Country in the Global Configurations to “USA & Canada”.

  10. To change the Home Country, log in to EPM as admin user, go to Proactive Outreach > ManagerConfigurations > Global Configurations to change the values and save the changes.
  11. Ensure that Nailer and POMDriverApp applications' URL has https (if not set already), and the port is set to 7443 instead of 7080.
  12. Ensure that Email settings are configured on Avaya Experience Portal under Multi-Media Configuration > Email.
  13. Ensure that SMS settings are configured on Avaya Experience Portal under Multi-Media Configuration > SMS.
  14. Restart mmsserver service by typing mmsserver restart.
  15. Restart appserver service by typing appserver restart.
  16. If the campaign strategy has used Email channel, then provide AvayaPOMEmail application (configured in step 9 above) in the Email node. While configuring email settings on AEP, ensure that you specify the same sender’s address as specified in Experience Portal . Also in the text item node, ensure that the subject is specified.
  17. If the campaign strategy has used SMS channel, then provide AvayaPOMSMS application (configured in step 10 above) in the SMS node. Also ensure that the sender's address matches with short code specified in SMS settings of Experience Portal.
  18. To check the system health:

    • Log in to the EPM Web administration and select Proactive Outreach > ManagerConfigurations > Servers > POM Manager to check if the POM server is functional.

      Note:

      Ensure that none of the POM service is in the STOPPED state.

    • For multiple server setup, in the left pane select, Real-Time Monitoring > System Monitor and check the EPM state is running for auxiliary EPM server.

    • Check if Avaya Experience Portal is running successfully by making at least one inbound and outbound call.

  19. If you have a multiple POM server environment, restart the Campaign Manager Service on all Auxiliary servers.