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Avaya Proactive Outreach Manager Overview and Specification
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Tunable parameters for performance and example deployment scenarios
Last Updated : Mar 10, 2023 |
Prolog information
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POM is installed with default values for all parameters. Depending on your requirement, you can update the values some or all of these parameters to get better performance. Recommended values for peak performance are mentioned in the following tables:
|
Component
|
File
|
Configuration
|
Default value
|
Recommended value
|
|---|---|---|---|---|
|
EPM
|
/opt/Tomcat/tomcat/lib/config/voiceportal.properties
|
mppCcxmlJsiRuntimes
|
2
|
4
|
|
EPM
|
mppVxmlJsiRuntimes
|
2
|
4
|
|
|
MPP
|
opt/Avaya/ExperiencePortal/MPP/config/mppconfig.xml
|
ccxml.jsi.runtimesize
|
None
|
*33554432
|
|
MPP
|
ccxml.jsi.contextsize
|
None
|
*262144
|
|
Parameter Name
|
Description
|
Default Value
|
Recommended Value
|
|---|---|---|---|
|
AgentsToCMWorkerRatio
|
The number of worker thread campaigns that spawns based on the number of attached agents.
|
5
|
1
|
|
AgentWorkerThreads
|
The number of Agent manager worker threads for processing commands received from the desktop and response provided back to the desktop.
|
20
|
200
|
|
CONTACT_DIAL_BATCH_SIZE
|
The number of contacts to fetch in batch from Job table for dialing by State Handler thread.
|
1
|
40
|
|
MaxAttemptTimeIntervalInCaseDuplicateFound
|
The parameter ensures that all the duplicate entries for contact id is moved to temporary restricted state. The default value is set to be 1 min. The second parameters added as DeleteStuckedContactFromMapTimeInterval decides how long the contact can present in the map. The default value is 5 min.
|
1
|
2
|
|
MaxCMWorkers
|
The maximum number of worker threads Campaign Manager can spawn.
|
100
|
200
|
|
MaxCMWorkersPerJob
|
The maximum Campaign Manager Worker thread for per job.
|
100
|
200
|
|
ParallelDialingEnabled
|
Indicates whether POM is to attempt parallel dialing.
|
False
|
True
|
|
SDK_SOCKET_SEND_TIMEOUT_SEC
|
The Retry time to send data from the server to Agent SDK if Agent SDK is not able to consume data or there is a network delay. The timeout is specified in seconds.
|
3
|
7
|
|
SendParallelRuleRequest
|
Indicates whether to send Parallel Rule Request for sending a request to rules.
|
False
|
True
|
The following configuration parameter values have default values set for better performance. If these values are changed for specific functionality, performance might be impacted:
Do not update the following POM parameters stored in the PIM_Config table:
|
Parameter Name
|
Description
|
Default Value
|
Recommended Value
|
|---|---|---|---|
|
CreateContactAttributeHistory
|
Indicates whether to create contact attribute history.
|
False
|
False
|
|
DeleteStuckedContactFromMapTimeInterval
|
The interval to delete in-progress (stuck) contacts from the pacer. The intervals are specified in minutes.
|
5
|
5
|
|
DisabledPenetrationSaturationCalculation
|
Indicates whether to populate data for dialing in each list.
|
False
|
False
|
|
MaxAgentWorkerThreads
|
The maximum agent worker threads to spawn for processing agents.
|
400
|
400
|
|
RetryAddressLoopTraversalOnce
|
Indicates whether traverses all the addresses for retry node. After the last address of the “Retry Node” is reached, strategy flow exits from the retry node.
|
False
|
False
|
|
SkipAddressOnEmpty
|
Indicates whether to skip address without creating an attempt if the address is empty.
|
True
|
True
|
The following tables depict deployment scenarios and the associated configurations used for achieving different BHCA:
|
Number of agents
|
Maximum BHCA
|
Recommended deployment
|
|---|---|---|
|
100
|
17,000
|
Deployment 1 - Single server
|
|
500
|
80,000
|
Deployment 2 - 500 agents
|
|
1000
|
150,000
|
Deployment 3 - 1000 agents
|
|
300
|
300,000
|
Deployment 4 - 300 agents, 3 POM servers
|
|
300
|
500,000
|
Deployment 5 - 300 agents, 4 POM servers
|
|
Parameter
|
Value
|
System configuration
|
|---|---|---|
|
Number of POM servers (Includes local MPP, Application Server, and postgres database)
|
1
|
24 CPU, 24 GB RAM
|
|
Maximum Port
|
300
|
-
|
|
No. of Zones
|
1
|
-
|
|
Campaign Director Memory
|
1 GB
|
-
|
|
Campaign Manager Memory
|
1 GB
|
-
|
|
Agent Manager Memory
|
1 GB
|
-
|
|
Max # of Agents
|
100
|
-
|
|
Hit rate
|
60%
|
Contact List Attribute - 173 (1 Phone)
|
|
Talk time & Wrapped time
|
40 seconds
|
-
|
|
Ring timeout for No Answer
|
20-25 seconds
|
-
|
|
Agent utilization
|
80%
|
-
|
|
Maximum BHCA
|
Up to 15,000
|
System retry settings - None
Time zone validation - None
DNC Validation - None
Rules Validation - None
No. Of Contact Filter - None
No. Of Call back - None
No. Of Campaigns - 10 (10 Agent-based campaigns)
Maximum Contact List records - 10,000
Contact Import - No contact import performed during dialing
|
|
Parameter
|
Value
|
System configuration
|
|---|---|---|
|
Number of POM servers
|
2
|
24 CPU, 32 GB RAM
|
|
Number of MPP
|
3
|
12 CPU, 16 GB RAM
|
|
Maximum Port
|
1,500
|
-
|
|
No. of Application server
|
1
|
12 CPU, 16 GB RAM
|
|
Database server
|
1
|
24 CPU, 40 GB RAM (MS SQL Server)
|
|
Campaign Director Memory
|
3 GB
|
-
|
|
Campaign Manager Memory
|
3 GB
|
-
|
|
Agent Manager Memory
|
3 GB
|
-
|
|
Max # of Agents
|
500
|
-
|
|
Hit rate
|
60%
|
Contact List Attribute - 173 (1 Phone)
|
|
Talk time & Wrapped time
|
40 seconds
|
-
|
|
Agent utilization
|
85%
|
-
|
|
Maximum BHCA
|
Up to 80,000
|
System retry settings - None
Time zone validation - None
DNC Validation - None
Rules Validation - None
No. Of Contact Filter - None
No. Of Call back - None
No. Of Campaigns - 85 (80 Agent-based campaigns, 5 Agentless campaigns)
Maximum Contact List records - 10,000 per list
Contact Import - No contact import performed during dialing
|
|
Parameter
|
Value
|
System configuration
|
|---|---|---|
|
Number of POM servers
|
2
|
24 CPU, 40 GB RAM
|
|
Number of MPP
|
6
|
12 CPU, 16 GB RAM
|
|
Maximum Port
|
3,000
|
-
|
|
No. of Application servers
|
1
|
12 CPU, 16 GB RAM
|
|
Database servers
|
1
|
24 CPU, 40 GB RAM (MS SQL Server)
|
|
No. of Zone
|
1
|
-
|
|
Campaign Director Memory
|
3 GB
|
-
|
|
Campaign Manager Memory
|
3 GB
|
-
|
|
Agent Manager Memory
|
3 GB
|
-
|
|
Max # of Agents
|
1,000
|
-
|
|
Hit rate
|
60%
|
Contact List Attribute - 173 (1 Phone)
|
|
Talk time & Wrapped time
|
40 seconds
|
-
|
|
Ring timeout for No Answer
|
20-25 seconds
|
-
|
|
Agent utilization
|
86%
|
-
|
|
Maximum BHCA
|
Up to 150,000
|
System retry settings - None
Time zone validation - None
DNC Validation - None
Rules Validation - None
No. Of Contact Filter - None
No. Of Call back - None
No. Of Campaigns - 174 (164 Agent-based campaigns, 10 Agentless campaigns)
Maximum Contact List records - 10,000 per list
Contact Import - No contact import performed during dialing
|
|
Parameter
|
Value
|
System configuration
|
|---|---|---|
|
Number of POM servers
|
3
|
24 CPU, 38 GB RAM
|
|
Number of MPP
|
9
|
16 CPU, 12 GB RAM
|
|
Maximum Port
|
5,000
|
-
|
|
No. of Application servers
|
2
|
20 CPU, 26 GB RAM
|
|
Database servers
|
1
|
24 CPU, 32 GB RAM (MS SQL Server)
|
|
No. of Zone
|
1
|
-
|
|
Campaign Director Memory
|
3 GB
|
-
|
|
Campaign Manager Memory
|
3 GB
|
-
|
|
Agent Manager Memory
|
3 GB
|
-
|
|
Max # of Agents
|
300
|
-
|
|
Hit rate
|
5%
|
Contact List Attribute - 50 (14 Phone)
|
|
Talk time & Wrapped time
|
60-90 seconds
|
-
|
|
Ring timeout for No Answer
|
10-15 seconds
|
-
|
|
Agent utilization
|
60%
|
-
|
|
Maximum BHCA
|
Up to 300,000
|
System retry settings - Configured 14 retries
Time zone validation - Configured in Strategy
DNC Validation - - 300,000
Rules Validation - None
Number of Contact Filters - Each campaign with 1 Filter (condition is between 15-20)
No. Of Call back - None
No. Of Campaigns - 22 (12 Agent-based campaigns, 10 Agent-less campaigns)
Maximum Contact List records - 150,000 per list
Contact Import - No contact import performed during dialing
|
|
Parameter
|
Value
|
System configuration
|
|---|---|---|
|
Number of POM servers
|
4
|
24 CPU, 32 GB RAM
|
|
Number of MPP
|
18
|
16 CPU, 12 GB RAM
|
|
Maximum Port
|
4,500
|
-
|
|
No. of Application servers
|
2
|
12 CPU, 12 GB RAM
|
|
Database servers
|
1
|
24 CPU, 32 GB RAM (MS SQL Server)
|
|
No. of Zones
|
2
|
-
|
|
Campaign Director Memory
|
7 GB
|
-
|
|
Campaign Manager Memory
|
7 GB
|
-
|
|
Agent Manager Memory
|
7 GB
|
-
|
|
Max # of Agents
|
300
|
-
|
|
Hit rate
|
1%
|
Contact List Attribute - 50 (14 Phone)
|
|
Talk time & Wrapped time
|
20-30 seconds
|
-
|
|
Ring timeout for No Answer
|
10-15 seconds
|
-
|
|
Agent utilization
|
56%
|
-
|
|
Maximum BHCA
|
Up to 500,000
|
System retry settings - Configured 14 retries Time zone validation - Configured in Campaign Strategy
DNC Validation - 300,000
Rules Validation - None
No. Of Contact Filter - Each campaign with 1 Filter (condition is between 15-20)
No. of Call back - None
No. Of Campaigns - 22 (12 Agent-based campaigns, 10 Agent-less campaigns)
Maximum Contact List records - 150,000 per list
Contact Import - No contact import performed during dialing
|