New features and enhancements in the earlier releases

Last Updated : Oct 24, 2025 |
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New features and enhancements in the Avaya Proactive Outreach Manager Release 4.0.2 service pack 4

Agent preferred campaigns

With this enhancement, agents will have an option to select one or more preferred campaigns. New Agent APIs allow agents to select and view their preferred campaigns. POM attach the agent to one of their preferred campaigns based on the existing agent assignment logic. New REST APIs are provided for the supervisor to view and change the agent’s preferred campaigns. This provides greater control to the supervisors for configuring the agents to join specific campaigns. Supervisor Dashboard provides a real-time view to the supervisors to see the preferred campaigns of the agents. Supervisors can also add/change the preferred campaigns of the agents in real-time from Supervisor Dashboard without restarting any service.

New API to get Contacts

New API to get contacts is provided with this release. This new API is highly efficient, has better response time and is optimized to put less load on DB even for frequent executions. It is highly recommended to use this new API instead of the older one.

Efficient Contacts and Exclude Contacts tabs in User Interface

With this release, the Contacts tab and the Exclude Contacts tabs in Contact Lists user interface are enhanced to load the contacts faster, which improves the user experience.

User Experience Enhancements

The following user interface pages are upgraded to provide a better user experience:
  • Agent Attributes
  • Agent Address Book
  • Agent Group Configuration
  • Agent Configuration

New features and enhancements in the Avaya Proactive Outreach Manager Release 4.0.2 service pack 3

Option to make phone attributes available for sorting on the filter template page

POM 4.0.2 SP3, provides a new option/setting/check box (Allow Sorting By Phone Attribute) in Campaign settings.
If you enable this option, POM makes the Phone attributes of a filter template available for sorting on the filter template page. The changes to the Allow Sorting By Phone Attribute check box do not impact an existing filter template that has phone attributes.
If you clear the Allow Sorting By Phone Attribute check box, the Phone attributes do not appear on the Value drop-down menu.

Option to count nuisance call attempts on the same calendar day

POM 4.0.2 SP3 provides a new option (Same Calendar Day) in the Rule Category in the Nuisance Frequency area.
If you enable this option, the rule engine counts the nuisance call attempts for the same calendar day till midnight of the contact’s time zone.

Option to customize the display of contact attributes of a contact list

In POM 4.0.2 SP3, if you select a particular contact list, the Contacts tab has a new icon Show or hide column icon to customize the display (show/hide) of the contact attributes of that contact list.

Option to customize the display of the Organization column on Campaign Manager page

In POM 4.0.2 SP3, the Campaign Manager page has a new icon Show or hide column icon. A non-org user can use the icon to enable POM to customize the display (show/hide) the Organization column.

Enhancement to POM Health Monitor page that displays adherence to POM System Limits

POM Health Monitor page displays the POM System Limits tab.
Earlier to POM 4.0.2 SP3, the POM System Limits tab displayed the supported limits for:
  • Total number of Contacts per contact list
  • Total number of Contacts per campaign
  • Total number of Contacts in the POM database
  • Total number of records in the Contact Attempts History table
In POM 4.0.2 SP3, the POM System Limits tab also displays the supported limits for:
  • The total number of campaigns that exceeds the supported system limit or the threshold percentage for callbacks.
  • The total number of callbacks in the POM database that exceeds the supported system limit or the threshold percentage.
  • The total number of organizations that exceeds the supported system limit or the threshold percentage for callbacks.
    POM System Limits page also displays the system adherence to the supported limits for these categories.

Enhancement to Smart Notification Widget on POM Home Page

Earlier to POM 4.0.2 SP3, the POM Home page displayed the System Notifications widget only when POM detected that the supported system limits or the threshold for system limits were exceeded.
In POM 4.0.2 SP3, the POM Home page also displays the System Notifications widget when POM detects that the logged in user has the permission to access the POM Health Monitor.

New system attribute to calculate age of contacts

POM now provides a new system attribute (addedOn) that displays the time when a new contact was imported, uploaded, or added into a contact list. This attribute is a part of all contact lists for all organizations. With this attribute, a user can filter contacts based on their age.

Timed DNC

POM provides an option to a user to specify the number of days for which an address remains in a DNC list.

Enhanced DNC

Currently, the DNC feature in POM works only on address (Phone number, Email, or SIP number), that is if one address of a customer is in a DNC list, then the POM dialer can reach to the same customer on the other address.
However, if a customer does not want to receive any call on any of their addresses, the entire customer record needs to be in the DNC list.
With the Enhanced DNC feature, POM can restrict the entire customer record based on the customer ID or by user contact ID.

Quick stop functionality for campaigns

With this feature, a user can stop a campaign that is in the running state.

Timed Exclusion

As an extension of the Excluded Contacts feature, POM now provides a functionality to exclude the contacts from a contact list for a certain number of days.
New features and enhancements in the Avaya Proactive Outreach Manager Release 4.0.2 service pack 2:

Sip Code to Completion Code Mapping

When POM receives a telephony event through MPP or EP, the telephony event contains a SIP code or event. This sip code or event is mapped to a system completion code, which is then used to dispose the record.
With this feature, a user can change this default mapping and map a custom completion code to a sip code or event. The mapped completion code is then used to dispose the record.

New category of completion codes for SIP Codes

The SIP Code to completion code mapping is a system-wide/global configuration, and hence common for all organizations. This new SIP type of completion code is required to be created only for mapping with SIP codes.
Only an administrator user can see, add, edit, or delete SIP type of completion codes.

Enhanced Rules to reduce evaluation of number of rules

Enhanced rules to use the current number that POM dials regardless of the phone attribute it is a part of.
With this option, you can:
  • Avoid the need to create multiple rules for multiple phone or call attributes.
  • Improve operating performance by reducing the number of rules that POM evaluates at the time of dialing.
This is the default option for all new rules.

Separate database for POM Reports

By default, POM retrieves reports from the database to which POM is currently connected.
With this feature, POM retrieves reports from a replicated database. This reduces the load on the primary database, since POM can fetch reports from the replicated database.
The replicated database is of the same type as the POM database and has the same information as the POM database. The replicated database is of the same version of the POM database and has the same schema.

Delete contacts from contact list based on filter template

POM has a feature of emptying the contact list as well as deleting the records while uploading a contact list or while creating a datasource.
As an extension of this feature, users can now delete specific contacts by using a filter template. POM deletes the contacts that match the criteria in the filter template.
If the contact list is associated to a running campaign, POM deletes the contacts from the running campaign. This reduces the contacts in an ongoing infinite campaign.

Export contact list to a text file

With this feature, a user can download contacts from a contact list. POM exports the contacts to a text file, such as a .csv file. Users have a choice to select the attributes to export and also have an option to specify a delimiter of their choice.
Users also have a choice to export from a different database which is of the same version, type as the database to which POM is currently connected, and also has the same schema.

Enhanced Security for Agent Scripts

User has an option to enable enhanced security for Native Agent Scripts on the Global Configurations page.

Enhanced Health Monitor that displays adherence to POM System Limits

POM Health Monitor page now displays the POM System Limits tab.
The POM System Limits tab displays the supported limits for:
  • Total number of Contacts per contact list
  • Total number of Contacts per campaign
  • Total number of Contacts in the POM database
  • Total number of records in the Contact Attempts History table
POM System Limits page also displays system adherence to the supported limits for the above mentioned categories.

Smart Notification Widget on POM Home Page

The POM Home page displays the System Notifications widget only when POM detects that the supported system limits or the threshold for system limits are exceeded. This new widget is not displayed when the system is within the supported limits for specific categories. With this feature, a user can ensure that the system is well under the supported limits for specific categories before it starts impacting production.

New features and enhancements in the Avaya Proactive Outreach Manager Release 4.0.2 service pack 1

Quick upload functionality for Contact Lists

With the quick upload functionality, users will be able to upload contacts into a contact list using a .csv file directly from the Contact Lists page without creating a datasource.

Support $TODAY for timestamp type of attribute in Rule Engine

While creating a rule, users will be able to provide $TODAY as a value for all timestamp type of attributes.

Capability to manage agents in real-time without Supervisor role

Supervisor role was mandatory to manage agents in real-time through Monitor or Supervisor Dashboard. The operations include View active agents, release from outbound, move to job, place agent on break, force logoff. Users with one or more of these individual roles will now be able to manage agents in real-time through Monitor or Supervisor Dashboard, without requiring Supervisor Role.

New features and enhancements in the Avaya Proactive Outreach Manager Release 4.0.2

Advanced guard time with follow-the-sun dialing

In this release, POM picks up a record for dialing from the operational database only when the guard time of at least one of these phone attributes is open for dialing. With this, the number of records getting restricted, if the guard times are not open, reduces significantly. Additionally, follow-the-sun dialing can now be achieved by sorting with phone’s time-zone attribute in the Filter Template.
You can specify phone attributes in the Time Zone Phone Attributes field on the Campaign Creation page to configure the follow-the-sun dialing feature.
In addition, you can also enable the following on the Campaign Creation page:
  • User Preferred Time: To use the values from the Phone Allowed Time and Phone Disallowed Time attributes of a phone attribute for determining the guard time of the phone attribute.
  • Timezone of Zipcode: To use the zip code-based guard time of a record for determining the guard time of each phone attribute.
If you enable the User Preferred Time and Timezone of Zipcode options, POM determines the intersecting time between the guard time of a phone attribute, user preferred time, and zip code-based guard time as the final guard time for the phone attribute.
To pick up those phone attributes for dialing first whose time zone closes first, you can configure a sort condition for the <Phone attribute name> Time Zone attribute in the filter template that is associated with the contact lists of the campaign and specify the sort order as Descending.

Time zone for Zip-code and Zip-State

Additional attributes to specify two Zip-codes, two Zip-States, and their corresponding Time-zones with each record are now available with this release. Guard time specified for a country and state is then applied for the records which has that country value in Country Predefined attribute, and state in Zip-state attributes.
If you create a custom attribute of type phone, POM automatically creates the Allowed Time and Disallowed Time attribute for the phone attribute.
The following predefined zip code type of attributes are introduced:
  • Zipcode Time Zone Predefined
  • Zipcode State Predefined
  • Zipcode1 Predefined
  • Zipcode1 Time Zone Predefined
  • Zipcode1 State Predefined

Dialing based on User Preferences

This release provides additional child attributes for each phone type of attribute to provide user’s preference of allowed time to call as well as disallowed time to call.
The following new predefined phone and zip code type of attributes are introduced:
  • Phone 1 Allowed Time
  • Phone 1 DisallowedTime
  • Phone 2 Allowed Time
  • Phone 2 DisallowedTime

System Health Monitor

A user can see information about the System resource consumption, such as CPU, memory, database connections on the System Health Monitor.

Time based finish criteria for Campaign

POM now supports Abort At feature for time-based finish criteria. Users can now provide Date and Time at which the job should be aborted. Date is optional, but time field is mandatory. Users can also set this criteria for a running campaign from POM Dashboard.

Sorting option for the items in a column

For all the pages in POM, you can click a column to sort the items in the column.
Note:
On the File Splitters page, the column sorting feature is disabled for the Unfiltered Records File Path column.

Bulk Import option for Automatic File Import

POM now supports bulk import for Automatic File Import into POM contact list. Users can now select this option and provide a file name. POM will use this file name as a prefix and will search all files matching the pattern FILENAME[0-9]*. All files matching this pattern will be imported using the single Automatic File Import data source. For example, if a user provides the file name as CreditContactList.csv, then users could copy file with name CreditContactList1.csv, CreditContactList2.csv, CreditContactList302.csv and so on. POM will import contacts from all these files using the same data source.
When you create a contact data source for automatic file import, you can enable the Allow Bulk Import option to import multiple local files simultaneously. The file names must be the same containing incremental numbering. You can also exclude multiple contact files simultaneously with this feature.

Change pacing type of a Call task node in real time

You can set the Runtime Change Pacing Type property of a Call task node to ON so that an authorized user can change the pacing type of the Call task node from the Supervisor Dashboard in real time.
You can change the pacing type only between Preview, Progressive, Cruise Control, and Expert Call Ratio in real time.

Campaign Export

The account administrator will be able to download campaign export files on their local machine. Campaign export files can also be copied to customer's SFTP location, if the SFTP server is configured.

System Completion Code Name in export data

System Completion Code Name can be included in export data. This can be enabled/disabled through a configuration. By default it is enabled.

SFTP configuration

On the Configurations tab, you can use the SFTP Configuration option to configure SFTP servers in POM.
You can then associate an SFTP server with a campaign. POM exports the data of successfully attempted contacts along with the completion codes and other related details to the SFTP server after the campaign completes.

Configure Silence Call Detection for agentless voice campaigns

You can configure Silence Call Detection for Call task nodes with Custom, None, Skill Based, and Time Based pacing types.

Enhancements in User Experience

The following pages provide an enhanced user experience:
  • Home Page
  • Campaign Manager
  • Contact List
  • Filter Templates
  • Completion Codes
  • Campaign Attributes
  • Contact Attributes
  • Rule Editor
  • File Splitter
  • Purge Schedule
  • Holiday
  • Global Configuration

Common enhancements in User Experience

  • All table actions column icons are moved under 3 dot action menus.
  • Long forms are divided into multiple sections and its easy to navigate between the sections with tabs/bookmarks. The Form errors highlighted for each section in tabs with an error icon. They are implemented in CCW and global configurations.
  • A user can add multiple campaign/contact attributes at once.
  • A user can view and perform small actions on same page instead of navigating to other page. Options such as Save as campaign, Associate organizations, Strategy summary are provided.
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New in this release