POM ProductSpecification

Avaya Proactive Outreach Manager
Overview and Specification
Release 3.0.1
Issue 2
September 2014
2014 Avaya Inc.
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Contents
Chapter 1: Introduction............................................................................................................ 6
Purpose..................................................................................................................................6
Intended audience...................................................................................................................6
Related resources................................................................................................................... 6
Documentation..................................................................................................................6
Training............................................................................................................................ 7
Avaya Mentor videos......................................................................................................... 8
Document changes since last issue.......................................................................................... 9
Warranty.................................................................................................................................9
Chapter 2: Avaya Proactive Outreach Manager overview.................................................. 10
New in this release................................................................................................................ 10
Chapter 3: POM deployment..................................................................................................12
POM server configuration options........................................................................................... 12
POM server overview............................................................................................................ 15
Database server....................................................................................................................17
POM EPMS plug-in............................................................................................................... 18
Customizations..................................................................................................................... 18
Chapter 4: Feature description..............................................................................................19
Campaign management.........................................................................................................19
Contact list management....................................................................................................... 20
Contact attribute management................................................................................................20
Contact data sources.............................................................................................................20
Media channel management.................................................................................................. 21
Campaign strategy management............................................................................................ 21
Campaign restrictions............................................................................................................ 22
Campaign pacing.................................................................................................................. 22
Do Not Call list management.................................................................................................. 23
Web service management and Pluggable Data Connector nodes..............................................24
Zone management................................................................................................................ 24
Integration with Avaya Contact Recorder.................................................................................25
About Blending......................................................................................................................25
Callback management........................................................................................................... 26
Geo-redundancy................................................................................................................... 28
Multitenancy......................................................................................................................... 29
POM reports......................................................................................................................... 29
Chapter 5: Interoperability..................................................................................................... 30
Product compatibility..............................................................................................................30
Third-party connectivity..........................................................................................................30
Operating system compatibility............................................................................................... 30
Avaya Proactive Outreach Manager Overview and Specification

Comments? [email protected]
September 2014
Contents
Chapter 6: Architectural overview ........................................................................................31

Chapter 7: Capacity and Scalability...................................................................................... 33
Connection Pool and Database Sizing.................................................................................... 33
Contact lists and import......................................................................................................... 36
Web services performance.....................................................................................................37
Email capacity.......................................................................................................................38
SMS capacity........................................................................................................................40
Conclusion............................................................................................................................43
Call classification analysis recommended settings and detection percentage............................. 45
Chapter 8: Licensing requirements.......................................................................................47
Glossary...................................................................................................................................50
September 2014

Chapter 1: Introduction
Purpose
This document describes tested product characteristics and capabilities of Avaya Proactive
Outreach Manager (POM), including product overview and feature descriptions, interoperability,
performance specifications, security requirements, and licensing requirements.
Intended audience
This document is intended for anyone who wants to gain a high-level understanding of the product
features, functionality, capacities, and limitations within the context of solutions and verified
reference configurations.
Related resources
Documentation
For information on feature administration, interactions, considerations, and security, see the
following POM documents available on the Avaya Support site at http://www.avaya.com/support:
Title
Description
Audience
Document
location
Implementing
Proactive Outreach
Manager
Provides information about installing

and configuring Proactive Outreach
Manager.
Implementation
engineers
The latest PDF is

available on the
Avaya Support site
at Implementing
Proactive Outreach
Manager.
Upgrading Proactive
Outreach Manager
Provides information about upgrading

Proactive Outreach Manager.
Implementation
engineers
The latest PDF is

available on the
Avaya Support site
at Upgrading

September 2014
Related resources
Title
Description
Audience
Document
location
Proactive Outreach
Manager.
Developer Guide for

Proactive Outreach
Manager
Provides information about the

methods and properties used for the
Web interface of Proactive Outreach
Manager, and various custom classes
and application files.
System
administrators
The latest PDF is

available on the
Avaya Support site
at Developer Guide
for Proactive
Outreach Manager.
Implementation
engineers
Users
Using Proactive
Outreach Manager
Provides general information about

field descriptions and procedures for
using Proactive Outreach Manager.
Users
The latest PDF is

available on the
Avaya Support site
at Using Proactive
Outreach Manager.
Troubleshooting
Proactive Outreach
Manager
Provides general information about

troubleshooting and resolving system
problems, and detailed information
about and procedures for finding and
resolving specific problems.
System
administrators
The latest PDF is

available on the
Avaya Support site
at Troubleshooting
Proactive Outreach
Manager.
Implementation
engineers
Users
Avaya Aura Contact

Center Proactive
Outreach Manager
Integration
Provides conceptual and procedural

information about the integration
between Avaya Aura Contact Center
(AACC) and Proactive Outreach
Manager (POM). Describes the tasks
required for AACC and POM
integration.
Users
The latest PDF is

available on the
Avaya Support site
at Avaya Aura
Contact Center
Proactive Outreach
Manager
integration
You must install Avaya Aura Experience Portal before you install POM.
Training
The following courses are available on the Avaya Learning website at www.avaya-learning.com.
After logging in to the website, enter the course code or the course title in the Search field and click
Go to search for the course.
To earn the 3309 ACSS Avaya Aura Experience Portal with Avaya Proactive Outreach Manager
Implementation and Maintenance credential, take these courses and exam:
Note:
Earning the certification is not mandatory. You can take the courses to gain knowledge about
the product and need not take the exam.
Course code
Course title
Virtual campus path:
September 2014

Introduction
Course code
Course title
Implementation, Maintenance, Troubleshooting and Administration course:
5C00040E
Knowledge Access: ACSS Avaya Aura Experience Portal with Avaya Proactive
Outreach Manager
The following administration course content is included in the 5C00040E. For administration only courses
take the following:
5C00020E
Knowledge Access: Avaya Aura Experience Portal Administration
5C00050E
Knowledge Access: Avaya Proactive Outreach Manager Administration and

Configuration
Traditional Training Path: Implementation, Maintenance and Troubleshooting courses and exam:
Avaya Aura Experience Portal with Avaya Proactive Outreach Manager- Choose 5C00092I/V OR take the
4C00100I/V and 5C00090I/V courses:
5C00092I
Avaya Aura Experience Portal, Avaya Aura Orchestration Designer, Avaya

Proactive Outreach Manager Installation, Maintenance and Troubleshooting
Essentials
5C00092V

Proactive Outreach Manager Installation, Maintenance and Troubleshooting
Essentials
4C00100I
Avaya Aura Experience Portal Implementation
4C00100V
Avaya Aura Experience Portal Implementation
Implementation, Maintenance and Troubleshooting courses and exam:

5C00090I

Proactive Outreach Manager Maintenance and Troubleshooting
5C00090V

Proactive Outreach Manager Maintenance and Troubleshooting
Administration courses:
4C00101W
Avaya Aura Experience Portal Administration
4C00074W
Avaya Proactive Outreach Manager (POM) Administration and Configuration
To earn the 3309 ACSS Avaya Aura Experience Portal with Avaya Proactive Outreach Manager
Implementation and Maintenance credential, take these courses and exam:
Note:
Earning the certification is not mandatory. You can take the courses to gain knowledge about the
product and need not take the exam.
3309
Avaya Aura Experience Portal with POM Implementation and Maintenance Exam
Avaya Mentor videos

Avaya Mentor is an Avaya-run channel on YouTube that includes technical content on how to install,
configure, and troubleshoot Avaya products.
Visit http://www.youtube.com/AvayaMentor.

September 2014
Document changes since last issue
To search for a specific product or topic, enter a key word or words in the Search Channel dialog
box. To scroll though the posted videos, click the name of an item on Playlists.
Document changes since last issue

Added information about architectural overview from performance perspective.
Added information about performance parameters.
Added information about connection pool and database sizing.
Added information about contact list and import.
Added information about web services performance.
Added information about scalability.
Warranty
Avaya Inc. provides a 90-day limited warranty on Proactive Outreach Manager. Refer to your sales
agreement or other applicable documentation to establish the terms of the limited warranty. In
addition, Avayas standard warranty language as well as details regarding support for Proactive
Outreach Manager, while under warranty, is available on the support Web site at http://
www.avaya.com/support.
September 2014

Chapter 2: Avaya Proactive Outreach

Manager overview
Avaya Proactive Outreach Manager (POM) is a managed application of Avaya Aura Experience
Portal, linking the capabilities within the platform more closely with the management infrastructure
and services. POM provides a solution for unified, outbound capability to communicate through
different channels of interaction like Short Message Service (SMS), or email, or traditional voice and
video.
POM is an application for interactive outbound voice, SMS and email notifications. With POM, you
can easily design and deploy campaigns that deliver the right information and service over the right
media from the right resource at the right time.
POM provides a prepackaged application that focuses on quicker deployments, shorter time to
market, and lower costs.
POM integrates with Avaya Aura Contact Center and Call Center Elite to offer agent functionality
like agent blending, pacing, callbacks, conference, transfer, in addition to the traditional voice and
video.
POM provides the functionality to develop and design a call flow with the help of Avaya Aura
Orchestration Designer.
Related Links
New in this release on page 10
New in this release

New features
Unified system for agent-based and agent-less communication
Agent-based dialing with preview, progressive, and predictive dialing modes
Inbound and outbound agent blending
Agent API for desktop development
2way SMS and email
Agent less communications while integrating with CC Elite or AACC for skill-based pacing
Agent-based communication while integration with CC Elite and AACC
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September 2014
New in this release
Real time and historical reports for campaign and the agent utilization
Call recording with Avaya Contact Recorder (ACR)
Zones and georedundancy
Other changes
Communication Server 1000 certification for automated notification campaigns
VMware certified
Related Links
Avaya Proactive Outreach Manager overview on page 10
September 2014

11
Chapter 3: POM deployment
POM server configuration options

You can install POM software either on a single system or on multiple systems, based on your
outbound notification requirements.
You can use a single POM server for smaller campaigns, and multiple POM servers for larger
campaigns. In case of a single POM server configuration, you can use a separate server for failover.
Single server configuration

The configuration includes a single system running the EPM, Media Processing Platform (MPP),
POM software along with the database and application server. In such a case where you install
EPM, MPP, and POM server on a single system, you can use only local Postgres database.
Figure 1: Single POM server configuration
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September 2014
POM server configuration options
Tip:
Avaya recommends that you install the database server and application server on a separate
system for better performance. If you install the database server on one system, and EPM, MPP
and POM server on another system, you can use a remote Postgres database, remote Oracle
database, or remote MS-SQL Server 2012 database.
Multiple POM server configuration

The multiple server configuration includes one or more POM servers, installed on the primary EPM
and auxiliary EPM. The EPMS plug-in resides only on the primary EPM.
The EPMS plug-in and POM server on the primary EPM system, and the desired number of POM
servers on the auxiliary EPM systems.
Note:
You must install the EPMS plug-in and POM server package on the primary EPM.
If you have installed POM as a multiple server configuration and have more than one POM server,
then one of the online POM servers controls the failover and load balancing.
Figure 2: Multiple POM server configuration
Integration with Avaya AuraCall Center Elite

The following illustration depicts the integration of Avaya AuraCall Center Elite with POM:
September 2014

13
POM deployment
Figure 3: Integration with Call Center Elite
POM integrates with Avaya AuraCall Center Elite for agent based campaigns. The MPP is used for
standard call classification and outbound dialing. POM provides APIs to integrate with third party
agent desktops. In POM 3.x, you can configure only one Automatic Call Distributor (ACD). For more
information about APIs, see Developer Guide for Proactive Outreach Manager.
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September 2014
POM server overview
Integration with Avaya Aura Contact Center

The following illustration depicts the integration of Avaya Aura Contact Center with POM:
Figure 4: Integration with Avaya Aura Contact Center
POM integrates with Avaya Aura Contact Center (AACC) to create and run agent-based
campaigns.
You can use Media Processing Platform (MPP) for standard call classification and outbound dialing.
POM connects with the Avaya AuraAgent Desktop (AAAD) to manage the agents for both inbound
and outbound calls.
Note:
You cannot configure multiple POM servers with a single AACC server. If you have a multiple POM
server setup, you must have separate AACC servers for each POM server.
POM server overview

The POM server consists of core POM components required to execute campaigns and
communicate with the various POM Web services. You can install the POM server either on primary
EPM or auxiliary EPM. If you install the POM server on more than one system, the POM server
supports high availability and failover capabilities.
September 2014

15
POM deployment
The POM components are:
Campaign Director
Campaign Director is a Linux service responsible for triggering campaigns and data imports at
scheduled date and time. Campaign Director is also responsible for pausing and resuming
campaigns based on user action and terminating campaigns if their finish criteria is specified. If you
install POM as a multiple server configuration, only one campaign director is in the active state and
others are in dormant state. For a multiple server configuration, the campaign director is responsible
for assigning the contacts to be processed for any campaign across POM servers. Campaign
Director is also responsible for redistribution of load in case of failures.
Campaign Manager
Campaign Manager is a Linux service is the core campaign engine and is responsible for parsing a
campaign strategy, making voice calls, and sending SMS or e-mail messages. For making outbound
calls, Campaign Manager interfaces with one or more EPM servers.
If you configure multiple EPM servers, the Campaign Manager uses all the servers in a
synchronized manner, thus using all media resources available for load balancing and failover.
If you install POM as a multiple server configuration, the Campaign Manager service runs on all
POM servers. When you run a campaign, each Campaign Manager processes the contacts
allocated to the campaign by the Campaign Director.
POM Web services

Web services are installed as part of POM server and are accessed from the external applications.
POM Pluggable Data Connector (PDC) uses Web services to interface with POM. You can use the
Web services to access various contact attributes to play personalized prompts or make certain
decisions in the application flow.
Agent Manager
POM Agent Manager (PAM) is a Linux service installed with the POM server and is the core module
to manage and run campaigns. You can either have agent-based or skill-based pacing for all types
of campaigns. PAM is responsible for distributing licenses to all voice based campaigns. The highlevel functions of PAM include:
Manages agent allocation and state for campaigns
Manage agents in a blended job. This module is only supported in CC Elite configuration. For
more information about different configurations, see POM server configuration options on
page 12.
Update the POM database with current agent related information for reporting and HA related
functionality
Distribute the preview and predictive agent licenses among running agent-based campaigns
and distributing outbound ports to voice notification campaigns
Support HA in case of system failures
Support real time commands from POM Monitor like changing job related parameters minimum
agents, priority or agent based commands like Forced Logoff
Nailer CCXML application

To speed process of connecting to customer call with agents, POM keeps the agent on a continuous
call. This continuous call is called as nailing. This application takes care of the agent call control
16

September 2014
Database server
flow. An available agent is nailed at the beginning of the call session when the agent gets attached
to a job.
POM helps to enhance the agent performance by delaying the un-nailing of an agent. When the
system detaches the agent from a job, the system does not terminate the agent nailing. The next job
also uses the same nailing session. In some cases, as a result of agent optimization, the system
can nail the agent by a different application assigned to the job.
Driver CCXML application

This application takes care of the customer call control flow.
Agent Scripts
When an agent gets a call, an agent script is shown to the agent on his desktop, which contains the
script that the agent speaks to the customer.
The agent script is displayed on agent desktop to help the agent with the customer call. The agent
script can be either Native or URL based. You can create, delete, or modify the Native scripts using
a built-in editor. To use agent scripts you must associate the agent script with a campaign strategy
for agent-based campaigns. For more information about agent scripts, see Using Proactive
Outreach Manager.
Active MQ
Active MQ is a Linux service installed with POM server and is responsible for stopping, pausing, and
resuming campaign and import jobs. You can change the runtime parameters of campaign jobs and
publish the contact attempt information using Active MQ.
Database server
The database is a very critical component of the POM architecture. POM uses database extensively
to store information like contact records, campaign templates, schedules, and campaign data.
POM supports Oracle and PostgreSQL, and MS-SQLServer databases.
You can install the POM database either on a local server or on a remote database server. Avaya
Aura Experience Portal supports local PostgreSQL database. You can create a POM schema in
the Avaya Aura Experience Portal database, or you can create a POM schema on the local
PostgreSQL database server.
To create the POM schema on an Oracle or MS-SQL Server 2012 database, you must install the
Oracle or MS-SQL Server 2012 database on a remote server.
POM supports Oracle 11g and higher versions, MS-SQLSever 2012, and PostgreSQL 9.2 and
higher versions.
Note:
If you do not create the POM schema in the Avaya Aura Experience Portal database, ensure
you backup the database manually.
September 2014

17
POM deployment
POM EPMS plug-in

POM integrates with the EPM to provide common administration and management tasks like Single
Sign On, user management, logs, alarms and license management. You can install POM EPMS
plug-in only on the primary EPM.
When you install the EPMS plug-in, the plug-in registers POM as a managed application with Avaya
Aura Experience Portal, deploys the POM Web application on the Tomcat server and initializes
POM related configurations.
Customizations
You can customize certain features in POM to suit your requirements. POM provides the flexibility to
run campaigns, customize the post processing and the monitoring of the campaigns.
After you create and run a campaign, you can choose to export the records after the completion of
the campaign, and store in a .csv file. You can change the location where you want to store the .csv
file. You can use this file to export all the successful attempts of the given campaign after the
campaign job is over. You can select the columns you want to export along with filtering the number
of records using the completion code. For example, you can export only those contacts where the
completion code is Answer Human.
You can write a custom java class to process all the attempts after the campaign terminates. For
example, you can use this to export contacts with customized details like, campaign name,
campaign ID, phone number, e-mail address after the campaign job is over.
You can also customize the action you want the POM system to perform as defined in the campaign
strategy. You can run a campaign using a custom implementation, and not use the standard call,
SMS, or e-mail action. The custom action uses the Application node and you need to specify the
custom application class or file name under the Application node when you create a campaign
strategy.
You can create your own desktop for agent-based campaigns using the APIs that POM provides.
For more information about agent APIs, see Developer Guide for Proactive Outreach Manager.
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September 2014
Chapter 4: Feature description
Campaign management
A campaign delivers a specific message to all customers in the database through selected channels
such as e-mail, SMS, and voice.
POM provides a Web-based wizard to create campaigns. A campaign typically has a name, a
campaign strategy, and one or more contact lists. You can have either a finite campaign or an
infinite campaign. You can set filter criteria on the contact lists. If you specify a filter criterion, POM
applies the criterion at the beginning of a campaign and selects only those customer records that
meet the specified criterion. You can define and associate one or more custom completion codes
with a campaign when you need some user input.
A campaign can end naturally after processing all contacts or you can specify following criteria to
end the campaign:
Goal-based campaign: A goal-based campaign terminates after receiving an expected number
of responses from customers.
Time-based campaign: A time-based campaign terminates after running for a specific time
duration. For example, you can terminate a campaign after 12 hours.
Completion code-based campaign: A completion code-based campaign terminates after
achieving a specific completion code condition. For example, you can terminate a blood
donation campaign after you receive 50 accepted responses.
After you create a campaign, you can schedule or run the campaign immediately. You can
customize the campaign to suit your requirements. You can schedule or run the campaign you
create as a single instance or multiple instances with a daily, weekly, or monthly frequency. For
example, a birthday campaign can run daily, and a credit card notification campaign can run every
Monday.
In addition to creating voice, SMS, e-mail campaigns, you can also create 2 way SMS and e-mail
campaigns. These campaigns help you to send and receive responses and you can then take
appropriate actions based on different conditions. You must make appropriate changes or create
campaign strategies in specific manner to use 2 way SMS and e-mail campaigns. POM uses Web
services to enable the 2 way communication. POM provides stock applications for both SMS and email. The applications receive SMS and e-mail responses and update the attribute value and
completion code for the specific POM contact. For more information about 2 way SMS and e-mail
campaigns, see Using Proactive Outreach Manager.
September 2014

19
Feature description
Contact list management

Campaigns need phone numbers for making voice calls and sending SMSs and email addresses for
sending email messages. A contact list is a collection of customer records. You can set up any
number of contact lists and associate one or more contact lists with a campaign. You can also use a
single contact list in multiple campaigns. In a multitenant environment, you can associate a contact
list with one or more tenants. Typically this customer data resides outside POM in a contact
management system, and based on your campaign requirements, you must import relevant
customer records into POM at regular time intervals.
You can set up any number of contact lists and define any number of attributes. Using POM, you
can import customer records into a contact list from various external data sources such as flat files,
external database and use various Web service methods to create, read, and update customer
records. You can export all customer records into a comma-separated values (.csv) file.
Contact attribute management

Attributes are properties of customer data. POM supports various attributes which are common and
typically required for processing the customer data. You can filter the customer data based on the
attributes.
Based on your campaign needs, you might need custom attributes such as Amount Due, Due Date,
and BloodType. Using POM you can set up custom attributes, and import data to these attributes. A
typical custom attribute has a name, data type, read only flag for agents, masked for agents flag,
and privacy flag.
If you enable the read only for agents flag, the agent is unable to edit the values of the attribute
through the agent desktop. If you enable the masked for agents flag, the agent is unable to see the
attribute value through the agent desktop. For example, the system displays the passwords as
******. The privacy flag helps you to define the visibility of an attribute in a multitenancy setup. For
more details about multitenancy, see Multitenancy on page 29.
Contact data sources

With contact data sources, you can define source from which you can import customer records in to
a contact list. You can define three types of data sources, file based, database based, and custom.
With the file-based data source, you can import customer records from a .csv file into a contact list.
The .csv file can either be on a file system of POM server or the File Transfer Protocol (FTP) server.
With the database-based data source, you can import customer records from an external database.
You can run the data source to import data. You can also define recurring schedules to import data
at a fixed interval from an external file or a database.
POM 3.x supports new features for the phone numbers and depending on the settings you
configure, saves the phone number in the database and applies the specified phone formats, reject
20

September 2014
Media channel management
patterns or dialing rules. You can specify when POM can place calls. For example if you want POM
to place calls only during specific timings or days, you can specify a guard time with the criteria.
For more information about phone formats, reject patterns, dialing rules, and guard times, see Using
Proactive Outreach Manager.
Media channel management

POM uses various notification channels to run Voice/video, SMS, and e-mail campaigns.
SMS channel
POM leverages capabilities provided by Avaya Aura Experience Portal to send/receive SMSs in a
campaign. Use this notification channel to send an SMS to the selected customers using the Short
Message Peer-to-Peer Protocol (SMPP) 3.4. If the length of the SMS exceeds 165 characters, POM
sends the message in the form of multiple SMSs.
Email channel
POM leverages capabilities provided by Avaya Aura Experience Portal to send/receive e-mail
messages in a campaign Use this notification channel to send email messages using the Simple
Mail Transfer Protocol (SMTP). SMTP supports only text in emails and multiple attachments.
Voice and video channel

You can assign Avaya Aura Orchestration Designer applications, as a part of the campaign
strategy. These applications will be played when call launched from a call campaign is answered by
a customer. You can use the POM-supplied applications AvayaPOMNotifier and AvayaPOMAgent,
to send simple notifications or to transfer a call to an agent. You can use a voice channel to run
either an agent-based campaign, or an automated notification campaign.
Campaign strategy management

Use campaign strategies to define the process of interacting with customer during a campaign using
various channels . You can select the following aspects of interaction in the strategy:
Notification channel: voice, SMS, email, or custom.
Contact address used for customer interaction
Rules for contacting the customer, such as timing restrictions and number of retries
Applications to be used
Personalized notifications texts
September 2014

21
Feature description
Campaign restrictions
You can define restrictions which are applicable to all campaigns globally on the campaign
restrictions page You can override the campaign restrictions at the individual campaign level while
defining the campaign strategies. For example, if you have set a campaign restriction to not call a
customer registered in the Do Not Call (DNC) list, you can override the restriction for an individual
campaign.
Campaign pacing
Use pacing to control the distribution of number of calls, SMSs, or emails you want the POM system
to make or send depending upon availability of the resource like ports, licenses and agents.POM
supports time-based and skill-based pacing for call, SMS and email.
POM supports various modes of pacing for agent campaigns such as preview, progressive, and
predictive campaign.
Time-based pacing for automated voice campaigns

Use the time-based pacing to control the number of calls the system makes per second, minute, or
hour. You can specify the pacing type in the Call node of the campaign strategy.
Time-based pacing for SMS campaigns

Use the time-based pacing for SMS to monitor and control the number of SMS the system sends
per second, minute, or hour. You can specify the pacing type in the SMS node of the campaign
strategy.
Time-based pacing for email campaigns

Use the time-based pacing for email to monitor and control the number of emails the system sends
per second, minute, or hour. You can specify the pacing type in the Mail node of the campaign
strategy.
Skill-based pacing for campaigns

You can use skill-based pacing with Call Center Elite or with Avaya Aura Contact Center (AACC).
Skills are monitored using Call Management System (CMS) for Call Center Elite.
Note:
To use skill-based pacing for campaigns with AACC, configure the skills on AACC. For more
information about configuring and creating skills in AACC, see Avaya Aura Contact Center
Proactive Outreach Manager Integration documentation.
The inbound skills on Call Center Elite are monitored and are used to control the rate of outbound
calls or SMS or emails. You can use the skill based pacing to control the rate of the outbound calls,
SMS, or emails based on certain inbound parameters. The parameters are queue length, expected
wait time, average speed of answer, and % answered within service levels. You must map the skills
from the CMS to the skills created in POM and then POM accordingly varies the outbound call,
SMS, or email flow based on the traffic on the inbound skill.
22

September 2014
Do Not Call list management
Note:
To create and run skill based campaigns using Call Center Elite, you must configure RT Socket
on the CMS server.
Call pacing for agent-based campaigns

Call pacing methods are used for agent- based campaigns to control the call rate based on the
availability of agents. The pacing methods are:
Predictive Expert Calling Ratio: You can use this method to optimize the use of agents, or
manage and change call handling time, or place as many calls as possible during the job.
Expert Calling Ratio allows you to change the way POM determines when to place the next call
while a job is running.
Predictive Cruise Control: You can use this method if you want to limit abandoned or nuisance
calls while maximizing the agent utilization (AU). Cruise control automatically maintains the
service level of outbound dialing during a job and connects the calls to agents within a
specified time period. During the job, you do not have to monitor or change the call pacing
settings. The algorithm tries to maximize the AU while maintaining the service level. So in
some extreme conditions such as low hit rate, the AU drops.
Progressive: You can use this method to ensure that for each call that POM launches, an agent
is available. This method ensures that nuisance calls are minimal, but also reduces the agent
utilization. The pace of the job is slow as the system keeps waiting for an agent. The system
does not do over dialing using forecasting as for predictive methods. You can accelerate the
pacing by defining the overdial ratio as more than 1. For example, if you set the ratio as 1 ,
POM launches 1 call for each available agent.
Preview: You can use this method if you want the agent to preview the customer record before
dialing. This helps in better customer service.
Custom pacing for all automated voice campaigns

You can use two Web services for custom pacing. SetMaxAttemptsCountForTask and
GetActiveJobTaskIdForTask. For more information about the Web services, see Developer Guide
for Proactive Outreach Manager.
Do Not Call list management

Do Not Call (DNC) lists have the contact information of those customers who opt out from receiving
any unwanted calls. With POM, you can import the DNC lists from various service providers to the
POM database.
POM does not contact the customers listed in the DNC list for campaigns if DNC is set in the
campaign strategy.
September 2014

23
Feature description
Web service management and Pluggable Data Connector

nodes
You can gain access to POM features using the VP_POMAgentAPIService Web service methods.
You can use the VP_POMCmpMgmtService Web service for campaign management and custom
call pacing.
You can use the Pluggable Data Connector (PDC), a plug-in, to perform POM specific operations
using Avaya Aura Orchestration Designer application. For details on the Web services and PDC
nodes and methods, see the Developer's Guide for Proactive Outreach Manager.
Zone management
POM 3.x supports zones. Zoning is the capacity of partitioning a system into multiple zones. The
advantages of zoning are better control and distribution of resources, increased performance and
scalability. Geograhpically distributed systems as well as large local systems can effectivley use
zoning.
You can mark a backup zone as a failover zone. The failover zone takes over if you mark the zone
state of the original zone as down.
Note:
If you have marked a zone as a backup for one or more zones, you cannot specify a failover
zone for the specified zone.
Zone architecture
Zones are extended POM systems. All zones have a common central database. The POM Zone
manager is installed on the primary EPM. If you do not create and assign zones, all the resources
belong to the default zone.
The different components are:
Common Campaign Director (CCD): The CCD is responsible for all the common tasks across
zones such as scheduling, filtering campaign data, creating historical data, and exporting
campaign data. The master campaign director is the CCD.
Campaign Director (CD): A single CD can handle multiple zones. You can assign multiple
zones to campaign director and each zone will have a zone director within the CD. You must
manually assign the CD and the agent manager for every zone. You can also have multiple
CDs which can be geographically located
Campaign Manager (CM): The CM is responsible for executing the campaigns.
Agent Manager (AM): The AM is responsible for managing outbound agents. Every zone will
have one active AM.
Active MQ: The active MQ is responsible for receiving messages from the user interface and
then passing the messages to the current zones through the active CD and AM.
24

September 2014
Integration with Avaya Contact Recorder
POM elements impacted by zoning

Campaigns: You can run a single campaign in different zones. While creating campaigns, you
can select contact lists from different zones and create assign the contact list to the specific
campaign.
Contact lists: You can create contact lists for different zones. While creating the contact lists,
you must assign a zone for the contact list. If you do not assign any zone, the contact list
belongs to the default zone. You can edit the contact lists to change the zones.
Note:
You can edit only those contact lists which are not associated with any active data import
or active campaign.
Licenses: You can assign licenses for different zones that you create. The total licenses across
zones cannot exceed the total POM licenses. POM distributes the licenses assigned to a zone
to different organizations belonging to the same zone. For example, if <zone1> has 100
licenses, and there are 4 organizations belonging to <zone1>, POM distributes the 100
licenses between the 4 organizations.
Configurations: You can assign a CD and an AM to a specific zone using the configurations
tab. At any point, all the zones must have at least one CD and one AM.
Integration with Avaya Contact Recorder

Call recording is an integral feature of any outbound offering and is a critical feature to have as POM
3.x supports agent-based campaigns. To meet this requirement POM integrates with Avaya ACR for
call recording capabilities.
POM integrates with Avaya ACR using a switch side recording approach and records calls to meet
compliance needs and for bulk recordings. While integrating and extending the recording
capabilities, Avaya ACR controls the way the calls are recorded. The recordings are driven by
Avaya ACR, and POM does not drive the recordings. POM integrates with Avaya ACR with the help
of socket-based messages sent from POM to Avaya ACR. The default port used for communication
is 7999. Select the Enable recording check box in the Global Configurations when you set up POM.
For more information about enabling Avaya Aura Workforce Optimization, see Using Proactive
Outreach Manager.
About Blending
Blending in POM for voice calls helps you to manage the inbound and outbound capabilities and
allow the agents to move between inbound and outbound calling activities. POM uses dedicated
outbound agents and a pool of blended inbound-outbound agents such that the blended agents are
available to the inbound channel if inbound service levels are not being met.
September 2014

25
Feature description
The inbound mission and outbound mission are mutually exclusive. Agents working on inbound calls
cannot take outbound calls at the same time. Agent blending relies on the priority settings and the
raising of service level exceptions from queue or skills.
Agents move automatically between the inbound mission and the outbound mission based on
business priorities and agent availability. The blender acquires or releases agents based on the
traffic on particular inbound skill. When the traffic is low or high as indicated by certain parameters,
blender accordingly acquires agents back or releases agents from outbound campaigns. The skill
that you configure on the CC Elite configurations page is monitored by the blender for the specific
zone.
Based on the inputs received from the RT_Socket package on Call Management System (CMS), the
blender acquires the agents from inbound or releases agents to inbound according to the traffic on
the inbound skill.
PAM also supports manual blending of an agent. You can select an outbound agent on the POM
monitor to send to inbound for specific time. The blender will not acquire the agent for the specified
time duration even if the traffic is low.
Based on the agents zone, the PAM server managing the zone initiates an action on the agent,
both for inbound and outbound.
You can perform agent blending using the parameters such as Call Waiting, Average Speed of
Answer (ASA), Expected Wait Time (EWT), and Percent Service Level (SL). You cannot change the
values that are set for ASA, EWT, and SL. For more information about the parameters, see Avaya
Aura Communication Manager documentation. The ASA, EWT, and SL impact the blending in
some cases like:
In case of ASA, the system updates the value only after an inbound agent takes a call and
completes the call. So if you have no agents for the inbound skill, the system will not updated
the ASA value irrespective of the number of calls in queue for the inbound skill. In this scenario,
the blending might not happen as per expectation.
If you have no agents matching the inbound skills, the EWT might be high. This might impact
the blending as the system might move the agents to inbound to handle the wait period.
You must define acceptable values for service level and service level increments for all the
skills on the Call Management System. For more information about Spilt or Skill Call Profile
setup, see Call Management System documentation.
In cases where POM integrates with Avaya Aura Contact Center (AACC) , AACC takes care of
blending. POM gets the blended agents from AACC. For more information , see Avaya Aura
Contact Center-Proactive Outreach Manager Integration.
Callback management
POM provides a callback feature to provide an agent opportunity to get in touch with the contact at
some later point of time. You can set a callback only after getting the consent of the contact. POM
26

September 2014
Callback management
Agent Manager (PAM) allows the agent to set the callback while agent is talking to the contact, or
when agent is wrapping up the call. All the callbacks are treated like the preview calls.
Note:
If POM service is stopped when callback is in preview and the contact is not dialed, then once
POM service comes and the callback expiry time exceeds, then the contact is not dialed.
POM supports the following 3 callback types:
Standard
Campaign
Agent
Standard callback
A campaign is moved to the callback state if before the callback schedule starts. POM processes all
existing contacts of that job. POM also moves or frees all agents attached to that job to other jobs.
When callback schedule starts, agent manager searches for an agent with same skill as of the job in
callback state. The agent manager prepares an agent list and assigns the callback to the best
agent.
Depending on the job on which you set the callback, the agent manager gives a callback. If the
running jobs has no contacts pending, the system moves the callback to a shadow state, and
releases all the resources. If the system receives a callback for the shadow job, agent manager
retrieves the skill associated with the shadow job , and tries the least priority job having at least one
agent associated with the job, and matches the shadow job skill.
PAM prepares a list of all the agent states, but does not consider agents in aux state. The agent
manger then detaches an agent and attaches the agent to the shadow job and the delivers the
callback to the agent.
Campaign callback
Campaign callback is very similar to standard callback, except that the agent manager prepares the
list of running jobs and populates the list to the agent. The agent then chooses the job on which the
agent wants to schedule the callback.
In a running campaign, whenever the campaign meets the finish criteria specified in Campaign
Creation Wizard, the system terminates the campaign, and as a result the callbacks which are not
yet attempted are also terminated. The system updates such callback records with a completion
code Callback Terminated.
You can apply time restrictions for the first action in the campaign strategy by specifying the Enable
Time Restriction For Callback in global configurations. All time restrictions for the rest of the actions
in the campaign strategy remain intact.
Agent callback
Agent callback is a personal callback which an agent can schedule. When agent selects agent
callback, the system displays all outbound agents which are not in NOT_READY, LOG_OUT,
UNKNOWN or INBOUND_WORK states . The system displays the list to the agents who are
working or anticipating the work . The agent can choose callback for self or to any other agent. If the
system starts the callback, and the desired agent is busy with some other call, the systems keeps
the callback in the queue of the agent and when agent is done with the current call activity, the
queued callback is assigned to the agent.
September 2014

27
Feature description
All callbacks have an expiry time. The Campaign Manager (CM) checks the expiry time whenever
callback matures that is, when callback scheduled time has arrived. In some cases, the system can
present a callback to an agent before the callback matures due to the Callback Pre-Interval Time set
in global configurations. In such a scenario, the PAM does not recheck the expiry time and dials the
contact.
Note:
The completion code updated by the agent after setting a callback is not processed by the
strategy and is ignored.
In some cases where the callback maturity and the campaign start time are very close, the callback
might get postponed as the agents are not attached to the job.
Note:
The agent can set a callback for a number through the agent desktop even if the number is a
part of a DNC list, but while running the campaign, the number is not dialled.
Geo-redundancy
Geo-redundancy in POM ensures continued functioning without any loss of data and telephony
connectivity
POM supports geo-redundancy with the help of zones. You must provide backup zones manually
through the POM monitor. If you mark a specific zone state to down, POM uses the backup zone
and specifies the backup zone as the failover zone. The POM Agent Manager (PAM) gradually
stops the zone with the zone state down. The Campaign Director (CD) changes the zone of the job
that is running in the zone with the zone state down to the failover zone. The Agent Manager (AM)
of the failover zone, processes the additional jobs.
All the agent-based jobs of the zone with the zone state down, continue to run using the agents of
the backup zone or failover zone. POM distributes all the agents across the old and new jobs as per
the allocation algorithm. Once you mark the zone state to up, the zone starts functioning, the CD
again changes the zone to the original zone. You must restart the PAM allocated to the zone, to
ensure that the nonfunctional zone is functional.
Impact of geo-redundancy on licenses

When you mark a zone state as down, and assign a failover zone, the licenses of the nonfunctional
zone are not used by the failover zone. Campaigns running in the nonfunctional zone share the
licenses of the failover zone.
You must manually reduce the licenses of the nonfunctional zone and increase the licenses of the
failover zone, provided the failover zone has adequate resources. The failover zone should have all
the organizations as that of the nonfunctional zone so that you can allocate the licenses to the
organizations.
Impact of geo-redundancy on ECR and Cruise Control campaigns

POM calculates and updates the Agent Utilization (AU) and Service Level Agreement (SLA) at the
job level, task level and zone level. In case of ECR and cruise control campaign, when you mark
28

September 2014
Multitenancy
any one of the zone state to down and assign a failover zone to it, the failover zone will start to
process the campaigns from down zone, using its own resources hence the system does not
calculate the AU and SLA in the failover zone separately for campaigns from the zone which state is
marked as down. When you mark any zone state to up, the zone starts processing the ECR and
cruise control campaign from the previous AU and SLA values for the campaign when zone was
marked to down state.
Impact of geo-redundancy on campaigns

When you mark a zone state as down, and assign a failover zone, ensure that you configure all the
required resources on the failover zone. Doing so ensures that the campaigns run smoothly in the
failover zone.
Multitenancy
Multitenancy in POM is based on Avaya Aura Experience Portal. To use the multitenancy in POM,
you need to enable multitenancy in Avaya Aura Experience Portal, and create organizations and
users. Depending on the organization to which the user belongs, or depending on the basic
configuration settings, you can restrict the access to campaigns, reports, custom attributes, and data
sources.
A root user or global user does not belong to any organization and performs the role of POM
Administrator, and POM Campaign Manager. An organizational user or Org user belongs to an
organization created in Avaya Aura Experience Portal, and has the Org POM Campaign Manager
role. For more information about multitenancy, see Administering Avaya Aura Experience Portal.
POM reports
You can generate various POM reports using the EPM interface.
You can generate standard reports or custom reports. You can also schedule reports to be
generated at a later date.
You can generate and view reports for different types of campaigns. For finite campaigns, you can
generate and view the reports after successful completion of the first job instance.
For infinite campaigns, you can generate and view the report after the first archival interval. For
more information about reports, see Using Proactive Outreach Manager.
September 2014

29
Chapter 5: Interoperability
Product compatibility
The following table includes Avaya products that are compatible with POM. For an updated list, use
the Compatibility tool on the Avaya Support web site at http://www.avaya.com/support.
Product
Release
Application Enablement Services
6.1, 6.2 FP 3
6.4 FP1
5.2, 6.2, 6.3
5.2, 6.2, 6.3
7.0
Avaya Aura Orchestration Designer
6.0, 7.0
Call Management System
16.3, 17.0
Avaya Aura Contact Center

Avaya Aura Call Center Elite
Avaya Aura Communication Manager
Avaya Aura Experience Portal
6.2, 6.3.2
Avaya Aura Workforce Optimization
12.0
Communication Server 1000
7.6
Avaya Aura Session Manager
Third-party connectivity
Avaya Proactive Outreach Manager (POM) 3.x supports Oracle, PostgreSQL, and MS-SQLServer
2012 databases. You can install the POM database either on PostgreSQL 9.0, or on Oracle 11g, or
on MS-SQLServer 2012. POM supports Inisoft synTelate Desktop version 3.0.
Operating system compatibility

Avaya Proactive Outreach Manager is compatible with:
Red Hat Enterprise Linux 6.4, 64 bit
Avaya Enterprise Linux for Avaya Aura Experience Portal 7.0
30

September 2014
Chapter 6: Architectural overview
The objective of this overview is to show architecture of POM and the performances impacting
parameters for POM so that the solution designers can take necessary care of the components that
might affect the performance.
Tomcat (on EPMS)

All POM web services and Experience Portals AppInterfaceService are apache axis web services
which run in Tomcat. The default installation on POM server has a maximum of 500 tomcat threads
and the maximum Java virtual machine memory reserved for Tomcat is 1536 MB.
So each web service call increases a load on Tomcat. For example, only one web service call from
the application supports for AvayaPOMNotifier sample application, whereas for a custom Avaya
Aura Orchestration Designer application, utilizing various POM PDC nodes in a call flow is
supported. The web service call increases.
Database
Database is a critical component. All POM servers connects to the database. The load on the
database increases with the increase in the POM servers, number of agents, and number of
campaigns that are running on the system.
Media Processing Platform

Media Processing Platform is a critical component for Voice Campaigns as the Out call Web Server
resides here. The POM driver and Nailer applications which are CCXML applications run on MPP. If
a standalone MPP can support 1000 inbound calls on HP DL 360 G7 server, Quad Core, 12 GB
RAM then the MPP can support up to 750 outbound calls.
Campaign manager worker threads

The Campaign manager worker threads created for a job depend on the total licenses allocated to
the job POM database in pim_config table configures the ports for every worker. The default value is
20. Every job creates a worker thread for each 20 outbound ports allocated to it. Each job creates
minimum 2 worker threads regardless of the licenses allocated to the job.
Also, POM creates a state worker thread for every 5 agent licenses that are allocated to the job.
POM creates a maximum of 100 worker threads for each Campaign manager process.
Campaign director threads

The Campaign director starts the Import manager. Import manager imports contacts or DNC records
in POM database. Import manager starts an import job. Maximum import jobs that can run
simultaneously are 30% of hibernatec3p0.max_size_PIMCD_Active configured in
PIMHibernate.cfg.xml file. By default 30 simultaneous imports job can be run as default value
of this parameter is 100. If more import jobs are created then the jobs are queued. All other
September 2014

31
Architectural overview
Campaign Director Threads are fixed and the threads are not dependent on licenses or any other
performance factor.
Agent manager threads

For each zone agent manager creates 201 Agent worker threads, and 201 Router threads.
Additionally, POM creates a pacing thread for each job.
Also, the Agent Manager creates the following threads for each zone which the agent manages.
1. WFO
2. dbUpdater
3. Call Pacer thread
4. Cleanup thread
5. JMSSubscriber
6. REventReceiver
7. Blender
8. Router
9. SocketServer
10. AM
11. CPCMSocketCommunicator
12. SSlChannel
Ensure that the solution designer has knowledge about all components while implementing a
solution.
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September 2014
Chapter 7: Capacity and Scalability
Connection Pool and Database Sizing

The connection pool is configured in $POM_HOME/config/PIMHibernate.cfg.xml file.
property
property
property
property
name="hibernate.c3p0.max_size_PIMCD_Active">100</property>
name="hibernate.c3p0.max_size_PIMCM">100</property>
name="hibernate.c3p0.max_size_PIMADMIN">100</property>
name="hibernate.c3p0.max_size_PIMAGT_Active">100</property>
The default value of the connection pool is 100.

Connection Pool size in POM has to be set by considering following parameters:
Total number of POM outbound ports
Number of concurrent campaigns
In POM 3.x for every 20 outbound ports, one campaign worker thread is created for every POM
server and minimum two threads are created for each job. So for 30 jobs, the default value of 100 is
sufficient for a same operation. For more than 30 jobs, you are required to set the connection pool to
a higher value.
The following table provides information about what minimum pool size one must set for different
campaigns and how many corresponding database connections/sessions it opens on the POM
database.
Number
of Ports
Number of
concurrent
jobs
Campaign
Manager
Threads
Connection
Pool Size on
POM
Connections needed on Database server for
Single
POM
Server
Two
POM
Server
s
Three
Four
POM
POM
Servers Server
s
Five
POM
Servers
100
100
400
800
NA
NA
NA
100
15
100
400
800
NA
NA
NA
200
15
100
400
800
NA
NA
NA
200
10
30
100
400
800
NA
NA
NA
1000
50
100
400
800
1200
NA
NA
1000
10
50
100
400
800
1200
NA
NA
2000
10
50
100
NA
800
1200
NA
NA
2000
20
100
100
NA
800
1200
NA
NA
September 2014

33
Capacity and Scalability
Number
of Ports
Number of
concurrent
jobs
Campaign
Manager
Threads
Connection
Pool Size on
POM
Connections needed on Database server for
Single
POM
Server
Two
POM
Server
s
Three
Four
POM
POM
Servers Server
s
Five
POM
Servers
5000
10
250
100
NA
NA
NA
NA
2000
5000
20
250
100
NA
NA
NA
NA
2000
5000
50
250
150
NA
NA
NA
NA
2200
Note:
Set the hibernate.c3p0.max_size more than the minimum required value for the same operation.
POM service restart is required after making changes to the $POM_HOME/config/
PIMHibernate.cfg.xml file.
If you have co-located Avaya Aura Experience Portal Report Database on the POM database
itself, then you must have few more database connections.
Similarly, for an agent based job, POM creates a state worker thread for every 5 agent licenses
allocated to the job. So, for 100 agents and one concurrent job, the number of campaign manager
threads must be 20. For 20 concurrent jobs and 100 agents, number of campaign manager threads
is 20. For agent based jobs, number of campaign manager threads does not depend on number of
jobs.
Database server Disk size

Dedicated database servers for POM database were used. The Experience Portal Reporting
Database was also configured on the same DB server. The retention period settings on Avaya
Aura Experience Portal were set to default.
For voice/agent-based campaigns, following observations were made. Following are the disk size
observations after 12 million contact attempts for voice/agent-based campaigns:
Approximately 46 GB DB space was used.
Space consumed by SDR is 6 GB and CDR is 2 GB.
There were 1 million contacts in pim_contact and 360 MB was consumed by the table.
Following table shows the memory space that are used by POM tables for POM server.
Table
Memory space used
pim_contact_attribute_history
5 GB
pim_contact_attempts_history
4 GB
pim_contact_history
3 GB
pim_agent_contact_history
560 MB
The size of the table increases only in case of agentbased campaigns.
pim_contact_attribute
34
472 MB

September 2014
Connection Pool and Database Sizing
Table
Memory space used
pim_contact_attempts
369 MB
For Email and SMS campaigns, Multimedia DB and POM DB both are used. On POM DB, the DB
space consumed, depends on the number of contact attempts made and the respective POM
tables.
Note:
The SDR and CDR tables are not applicable for Email/SMS campaigns.
Following are the disk size observations on Multimedia DB after an hours duration on running
email/SMS campaign with 50,000 total contacts (4,0005,000 contacts were processed).
5 MB Multimedia DB space was used.
emailsdr/smssdr consumed around 3640 KB.
emailcdr/smscdr consumed around 1728 KB.
Notification was enabled for email/SMS increasing the table size of emailreceipt/smsreceipt to
around 48 KB.
The following table shows the approximate DB space consumed for single contact attempt/import. It
was observed that the tables such as pim_contact_attempts, pim_job_contact,
pim_import_ds_job_dtl consumed the DB space considerably while the respective campaign/
import jobs were running. After history creation/archival, the size of these tables reduces.
Increase in DB size for every
single contact attempt
Table
DB space
sdr
0.94 kb ~
This table is a part of the Avaya

Aura Experience Portal DB but
running POM campaigns does
have an impact on the table.
cdr
0.68 kb ~
This table is a part of the Avaya

Aura Experience Portal DB but
running POM campaigns does
have an impact on the table.
pim_contact_attribute
0.1208 kb ~
pim_contact_attribute_history
0.1504 kb ~
pim_contact_attempts_history
0.4102 kb ~
pim_agent_contact_history
0.2724 kb ~
The size of the table increases

only in case of agent-based
campaigns.
Increase in DB size for every
single contact imported in the
database
September 2014
pim_contact
0.3778 kb ~
pim_import_ds_job_dtl_hstry
0.9950 kb~

35
Note:
Additionally you can see, theAvaya Aura Experience Portal help topic External database
requirements to set the appropriate purging policy. Four custom attributes were used for the
soaks.
Contact lists and import

You can have a maximum of 900 attributes (including system and the custom attributes) in the POM
system. You can create up to 50 attributes usingAdd Multiple attribute button on the attributes
page.
The test is performed by importing files from SFTP source with different number of records and
different number of attributes. When the Contact import runs, no other campaign or export, runs on
the POM server. This table provides information about the time required to import x number of
records with y number of attributes.
Table 1: Time required for importing contact lists
Number of records
Total attributes including system

and custom
Approximate time required for import (in

minutes)
10,000
38
3.25
10,000
48
3.45
10,000
78
4.5
10,000
128
6.15
20,000
38
5.25
20,000
78
8.4
50,000
78
20.6
1,00,000
38
30
5,00,000
38
170
10,00,000
38
300
The data in the table is for file based import from SFTP source and POM database was on external
PostgreSQL server. You might get different results depending on your database environment
(PostgreSQL or Oracle), number of attributes in the contact file, usage on the source database, and
network speed.
Also, none of the advanced import options such as automatically update time zone for phone
numbers, check phone numbers for reject patterns, check phone numbers for phone formats rule
and check phone numbers/emails for DNC, Empty Contact List before import, and on Duplicate
Records found, are selected for the data source under test in POM . You might notice more time for
import, if any or all such options are selected for data source.
36

September 2014
Web services performance
Web services performance

You can access POM features and functionality programmatically, by using Web services. Apache
JMeter was used to load test the various web services available in POM by creating different
number of concurrent threads to know the performance of different web services method.
The following table represents the throughput and successful web services request per second. This
test was on a single box POM installation and 100 ports concurrent outbound calls were running
while performing the test.
Web service
Method
Concurrent
requests
ThroughPut
(sec)
Succesful
requests per
second
AgentAPI
AddContactFromListToJo
b
500
80
GetContactAttributeValue
500
95
DeleteContactFromList
500
40
13
GetContactDataFromList
500
130
AddToDNCList
1000
60
17
UpdateContactAttributeVa 500
lueToList
100
GetPhoneNumber
500
75
UpdatePhoneNumber
500
80
GetContactAttributeValue
FromList
500
140
SaveContactToList
300
25
12
IsDNC
1000
60
17
RemoveFromDNCList
500
85
ScheduleCallBack
500
75
UpdateCampaignAttribute 500
Value
90
AddContactListToJob
1.8
UpdateAgentAttributeValu 500
e
100
UpdateCompletionCode
500
100
GetActiveJobTaskIds
100
90
GetCampaignJobs
100
90
GetActiveJobTaskIdForTa 100
sk
90
SetMaxAttemptsCountFor 5
Task
1.2
Campaign
Management
September 2014

37
Email capacity
Primary EPM 12,500 Emails/hour
Auxiliary EPM 25,000 Emails/hour
Single box 2500 Emails/hour
More Aux EPMs adds more capacity. The numbers in the table are pacing enabled.
Primary EPM capacity
Auxiliary EPM
capacity
Single box system

capacity
(Messages/hour)
(Messages/hour)
Up to 22,500
Up to 30,000
Up to 4,500
Outbound with notification and Up to 11,250

delivery enabled
Up to 22,500
Up to 2,250
Inbound and Outbound

together (without notification
and delivery enabled)
Up to 22,500
Up to 2,250
(Messages/hour)
Outbound only
Up to 11,250
Single Box Server
In this configuration all entities, that is EPMS, POM, MPP, Database Server and Application Server
are located on the same server.
For some soaks the attachment size used was 1MB. The numbers shown in the table are for a
single campaign. Increasing the number of campaigns does not make a difference as the pacing
must be the same across the entire system that is, in single box configuration maximum outbound
emails supported is 4,500. So, while running 2 email campaigns the pace must be set at 2250 for
each campaign. The average CPU utilization was around 25% and the average memory usage was
around 40%. The contact attempts made in an hour for different email servers, different delivery
configurations, and for different attachments are as follows:
38

September 2014
Email capacity
Delivery
Contacts
Pace
Attempts per hour
Attachment
Email Server
10,000
2,500
~2,490
None
MSExchange
10,000
5,000
~4,990
None
MSExchange
10,000
5,000
~4,980
1MB
MSExchange
10,000
2,500
~2,490
1MB
MSExchange
10,000
5,000
~4,990
None
James
10,000
5,000
~4,980
1MB
James
One POM server on Primary EPM
In this configuration POM is located on the Primary EPMS.

For some soaks the attachment size used was 1MB. The average CPU utilization was around 35%
and the average memory usage was around 40%. The contact attempts made in an hour for
different email servers, different delivery configurations, and for different attachments are as follows:
Delivery
Contacts
Pace
Attempts per hour
Attachment
Email server
50,000
11,250
~10,300
None
MSExchange
50,000
11,250
~5,900
1MB
MSExchange
50,000
22,500
~19,200
None
MSExchange
50,000
22,500
8,300
1MB
MSExchange
50,000
22,500
~18,800
None
James
50,000
22,500
~5,900
1MB
James
Note:
The data for number of attempts is for a single job.
September 2014

39
Two POM servers; one on primary EPM and one on auxiliary EPM
In this configuration, 2 POM servers; one residing on Primary EPMS and other on Auxiliary EPMS
are used.
For some soaks, 1MB attachment size is used. The average CPU utilization was around 35% and
the average memory usage was around 40%.
No. of Aux EPMs
Delivery
Contacts
Pace
50,000
Attempts per
hour
Attachment
Email server
33,750
None
MSExchange
50,000
33,750
1MB
MSExchange
60,000
52,500
None
MSExchange
60,000
52,500
1MB
MSExchange
60,000
52,500
None
James
60,000
52,500
1MB
James
Note:
The data for number of attempts is for a single job. Also, increase in 1 Aux EPM and POM
increases the capacity by 30,000 emails per hour.
SMS capacity
Primary EPM 12,500/2 = 6250 SMSes/hour
Auxiliary EPM 25,000/2 = 12500 SMSes/hour
Single box 2500/2 = 1250 SMSes/hour
40

September 2014
SMS capacity
The following table shows the maximum supported numbers in 3 different server configurations.
The numbers in the table are pacing enabled.
Primary EPM capacity
Auxiliary EPM capacity
(Messages/hour)
(Messages/hour)
Outbound only
Up to 22,500
Up to 30,000
Outbound with notification and delivery

enabled
Up to 5,625
Up to 11,250
Inbound and Outbound together (without

notification and delivery enabled)
Up to 11,250
Up to 22,500
Also, these numbers depend on the capacity of the SMS service provider.
Note:
Even if you can control the rate at which SMS can be sent to the SMSC from POM, ensure that
the SMS reaches immediately to the intended recipient. Once the SMS is delivered to SMSC, it
takes from minutes to hours to reach the recipient.
Single Box Server
In this configuration all entities, that is EPMS, POM, MPP, Database Server and Application Server
are located on the same server.
The following numbers are for a single campaign. Increasing the number of campaigns does not
make a difference as the pacing must be the same across the entire system that is, in a single box
configuration the maximum outbound SMSes supported is 4,500. So, while running 2 email
campaigns the pace must be set at 2250 per campaign. The average CPU utilization was around
30% and the average memory usage was around 40%.
September 2014

41
Email/SMS
Delivery
Notification
Contacts
Pace
SMS-SMPP
10,000
1,250
SMS-SMPP
10,000
2,500
SMS-SMPP
10,000
5,000
SMS-SMPP
10,000
2,500
SMS-HTTP
10,000
2,500
One POM server on primary EPM
In this configuration POM is located on the Primary EPMS.

The average CPU utilization was around 35% and the average memory usage was around 40%.
SMS type
Delivery
Notification
Contacts
Pace
SMS-SMTP
50,000
5,625
SMS-SMTP
50,000
11,250
SMS-SMTP
50,000
22,500
SMS-HTTP
50,000
11,250
SMS-HTTP
50,000
22,500
Note:
42

September 2014
Conclusion
Two POM servers;one on primary EPM and one on auxiliary EPM
In this configuration, 2 POM servers; one residing on Primary EPMS and other on Auxiliary EPMS
were used.
The average CPU utilization was around 35% and the average memory usage was around 40%.
SMS type
No. of Aux EPMs
Delivery
Notification
Contac
SMS-SMTP
50,000
SMS-SMTP
50,000
SMS-SMTP
60,000
SMS-HTTP
50,000
SMS-HTTP
60,000
Note:
Conclusion
The following table lists the number of agents and available ports on a HP DL 360 G7 server with
Quad core processor, and 12 GB RAM. In addition to configuring POM correctly, ensure you plan
external system requirements such as Media Processing Platform (MPP)s, database servers, email
servers, and SMPP connections.
September 2014

43
Server requirement: Number of CPUs: 16, Memory Required: 12 GB

Number of agents,
Predictive/Preview
Setup
type
No. of
servers
Components
1-60 (Predictive)
Single
box
EPM, POM,
300 ports
MPP, DB, App
server
20
Single
box with
separate
DB*
1 EPM/POM
Server, MPP
Server
300 ports
20
Multi Box
with
Single
POM
750 ports
20
1500 (750 X
2) ports
20
1500 (750 X
2) ports
50+
750X
Number of
MPP(s)
50+
OR
Ports
availability
Maximum
simultaneous
campaigns
1-75 (Preview)
1-100 (Predictive)
1-120 (Preview)
61-250 (Predictive)
75-310 (Preview)
1 DB server
1 EPM/POM
Server
1 MPP Server
1 DB server
251400 (Predictive)
310-500 (Preview)
Multi Box
with
Single
POM
1 EPM/POM
Server
2 MPP
Servers
1 DB server
401-500 (Predictive)
501-625 (Preview)
Multi Box
with 2
POM
2 EPM/POM
Servers
2 MPP
Servers
1 DB server
501-900 (Predictive)
625-1000 (Preview)
Multi Box
with 2
POM
3+
Number of
MPP(s)
2 EPM/POM
Server
1 DB server
Number of
MPP(s) as per
the above
mentioned
formula
You can get performance results with 110 predictive agents on this particular configuration If you are
using 110 predictive agents, ensure your overdial ratio for progressive jobs, and the hit rate for
predictive jobs impacting the number of calls dialed are in synchronization with the number of MPP
ports. This configuration and the number of agents can support an overdial ratio of 2 for progressive
jobs, or a hit rate of 50% for predictive jobs, since the MPP ports requirement increases beyond the
maximum 300 MPP ports supported. To increase the overdial ratio for progressive jobs, or to reduce
the hit rate for predictive jobs, you must run the jobs with fewer agents.
The application servers hosting POM applications are not considered in the given calculations.
44

September 2014
Call classification analysis recommended settings and detection percentage
If you have a single POM server deployment, you can limit the number of concurrent jobs to 20 for
optimal results. If you have a dedicated POM server deployment or a multiple POM server
deployment you can limit the number of concurrent jobs to 50 for optimal results.
You can configure the Maximum concurrent jobs from POM Home > Configurations > Global
Configurations page.
Call classification analysis recommended settings and

detection percentage
Depending on the settings you configure for call classification analysis (CCA), you might get
different detection percentage.
Recommended settings for CCA

Home > System Configuration > MPP Servers > VoIP Settings > Call Progress
Threshold:
Voice
0.5
Tone
0.95
Periodicity
0.97
Ring count
Cut through
Initial
1100
Long
700
Short
1100
Max voice:
Initial
2000
Long
2000
Short
2000
Detection percentage for CCA

Based on the recommended settings mentioned in the above table, the CCA detection percentage is
as follows:
Table 2: Notification campaigns
CCA start
Sample type
Detection percentage
On Connect
Live Voice (Cell phone)
96.52
On Connect
Live Voice (Land Line)
91.67
On Connect
Answer Machine (Cell Phone)
94.1
On Connect
Answer Machine (Land Line)
93.4
September 2014

45
CCA start
Sample type
On Progress
Live Voice (Cell Phone)
96.8
On Progress
90.1
On Progress
95.8
On Progress
94.1
Table 3: Agent campaigns with compliance timers off

CCA start
Sample type
On Connect
96.5
On Connect
92.01
On Connect
96.18
On Connect
96.18
On Progress
97.56
On Progress
93
On Progress
95.13
On Progress
95.13
Table 4: Agent campaigns with compliance timers on
46
CCA start
Sample type
On Connect
92.7
On Connect
85.9
On Connect
54.1*
On Connect
65.27*
On Progress
92.7
On Progress
86
On Progress
53.64*
On Progress
63.5*

September 2014
Chapter 8: Licensing requirements
POM is a managed application on Avaya Aura Experience Portal. Hence the license requirement
and the availability depends on Avaya Aura Experience Portal.
The Experience Portal Manager (EPM ) contacts an Avaya WebLM server regularly to determine the
number of licenses that are authorized for your system. For security reasons, ensure that the license
server runs WebLM version 4.4 or later, and install a valid Avaya Aura Experience Portal 7.0
license on the license server.
After receiving information about authorized licenses, EPM allocates the available licenses among
the Media Processing Platform (MPP) servers in the system. Avaya Aura Experience Portal
requires a license for:
Component
Description
Telephony ports
You can use one connection or port for voice activities with each license. A Avaya
Aura Experience Portal system supports up to 10,000 telephony ports.
For agent-based campaigns, you need 1 telephony port for agent nail up
connection, 1 telephony port for dialing out a customer, and 1 telephony port as a
bridge the agent nailed-up call and the customer call . The third port is used for this
bridging and then released.
Note:
To configure an authorized telephony port on the Avaya Aura Experience
Portal system, you must establish an H.323 or SIP connection. For agentbased campaigns, you must have a SIP connection.
Automatic Speech
Recognition (ASR)
connections
You can use one connection or port for speech recognition activities with each
license. If you do not purchase any ASR licenses, you cannot configure ASR
servers on your system.
You need one ASR license for each call that requires ASR resources. The license
does not become available again until the call is complete.
Text-to-Speech (TTS)
connections
You can use one connection or port for speech recognition activities with each
license. If you did not purchase any TTS licenses, you cannot configure TTS
servers on your system.
You need one TTS license while a call is using TTS resources. When the call stops
using TTS resources, the license becomes available to other calls.
SMS licenses
September 2014
You must configure adequate number of SMS licenses to run SMS campaigns. For
more information about SMS licenses, see Avaya Aura Experience Portal
documentation.

47
Licensing requirements
Component
Description
Email licenses
You must configure adequate number of email licenses to run email campaigns.
For more information about SMS licenses, see Avaya Aura Experience Portal
documentation.
Note:
License allocation can be either reserved or dynamic.
Reserved licenses
The licenses which are not reallocated to other jobs or task unless recalulation occurs are called
reserved licenses.
In case of reserved licenses, the campaign job or task does not release the licenses though the
campaign job or task might not need the licenses.
The licenses allocated to the reserved job or task will be retained till the recalculation happens. Jobs
or tasks with reserved licenses cannot trigger the recalculation.
The license recalculation can occur when:
A new job starts.
A job is stopped.
A job is paused.
A job is resumed.
If you change the priority, minimum port, or maximum ports value through the POM monitor.
A dynamic job is not using the allocated quota, and there are other jobs in the system who
need more licenses.
- In case of dynamic jobs with outbound or notification licenses, if the job does not make call
attempt for a duration of 1 minute then it is considered that the dynamic job does not need
more licenses.
- In case of dynamic jobs with agent licenses, if the job does not make call attempt for a
duration of 1 minute then it is considered that the dynamic job does not need more licenses.
Whenever license recalculation is triggered, the license quota for all jobs is recalculated irrespective
of their allocation type.
Dynamic licenses
POM 3.x helps in better allocation and license management with the help of dynamic licensing.
Dynamic licensing is useful for a job or a task that does not require all allocated licenses. There are
other jobs or tasks that require more licenses than the allocated licenses, simultaneously. With the
help of dynamic licensing, the system can release some licenses and assign the licenses to the
other jobs or tasks.
You can choose to use reserved licensing or dynamic licensing. If you choose dynamic licensing,
you must remember that:
Only dynamic jobs or the tasks can donate the additional or excess licenses
Any job or the task can borrow the additional or excess licenses
48

September 2014
No job or the task can use more licenses than the maximum value specified in the campaign
strategy
Dynamic jobs or the tasks always reserve minimum licenses specified the campaign strategy
although the job or task might not need the licenses.
Dynamic jobs or the tasks start donating licenses. Only the current job or the task does not
request for a license and the other jobs need more licenses.
After donating licenses, dynamic jobs or the tasks get the license back only when the dynamic
job or the task needs the licenses.
The system allocates the licenses that are released by dynamic job to other jobs according to
their priorities, and the minimum and the maximum values.
The licenses allocated to the reserved job or task will be retained till the recalculation happens.
The license recalculation can occur when:
A new job starts.
A job is stopped.
A job is paused.
A job is resumed.
If you change the priority, minimum port, or maximum ports value through the POM monitor.
A dynamic job is not using the allocated quota, and there are other jobs in the system who
need more licenses.
- In case of dynamic jobs with outbound or notification licenses, if the job does not make call
attempt for a duration of 1 minute then it is considered that the dynamic job does not need
more licenses.
- In case of dynamic jobs with agent licenses, if the job does not make call attempt for a
duration of 1 minute then it is considered that the dynamic job does not need more licenses.
Whenever license recalculation is triggered, the license quota for all jobs is recalculated irrespective
of their allocation type.
September 2014

49
Glossary
ECR
Use Expert Calling Ratio for any type of outbound job when optimizing the
use of agents during the job is important.
EPM
Experience Portal Manager is the Web interface used to access the

functionality of Avaya Aura Experience Portal.
Hit rate
The contact lists have customer numbers which POM dials. POM dials only
the valid numbers or active numbers. For example, if out of hundred
contacts, seventy contacts pick up the call or are valid numbers then the hit
rate is 70%.
TCP
Transmission Control Protocol is one of the core protocols of Internet

Protocol Suite, the set of network protocols used for the Internet.
UDP
User Datagram Protocol is one of the core members of the Internet Protocol
Suite, the set of network protocols used for the Internet.
50

September 2014
Index
A
ACR integration ................................................................... 25

agent manager .....................................................................15
attributes .............................................................................. 20
aux epm ............................................................................... 38
auxiliary epm ........................................................................40
Avaya Aura Experience Portal
licenses .........................................................................47
Avaya Mentor videos ............................................................. 8
georedundancy .................................................................... 28
import contact list .................................................................36

intended audience ................................................................. 6
blending ............................................................................... 25
blending with AACC ......................................................25
blending with CC Elite .................................................. 25
C
callbacks .............................................................................. 26
agent .............................................................................26
campaign ...................................................................... 26
standard ........................................................................26
call classification analysis .................................................... 45
campaign director ................................................................ 15
campaign manager .............................................................. 15
campaign restriction .............................................................22
campaigns ........................................................................... 19
campaign strategies .............................................................21
CCA
detection percentage .................................................... 45
recommended settings ................................................. 45
change history ....................................................................... 9
conclusion ............................................................................43
connection pool ....................................................................33
contact list ............................................................................36
contact lists .......................................................................... 20
customizations ..................................................................... 18
D
database server ................................................................... 17
database sizing ....................................................................33
datasources ......................................................................... 20
DNC ..................................................................................... 23
DNC lists ..............................................................................23
document purpose ................................................................. 6
H
high level architecture ..........................................................31
licensing
overview ....................................................................... 47
M
media channels ....................................................................21
multitenancy .........................................................................29
N
new features in POM 3.0.1 .................................................. 10
New in 3.0.1 .........................................................................10
O
operating system compatibility .............................................30
OS compatibility ...................................................................30
overview ...............................................................................10
P
pacing .................................................................................. 22
pacing for agent based campaigns ......................................22
Performance ........................................................................ 37
POM compatibility ................................................................30
POM configurations ............................................................. 12
POM dependencies ............................................................. 31
POM server ..........................................................................15
ports
licenses for ................................................................... 47
primary epm .........................................................................38
product information ................................................................ 6
purpose of document ............................................................. 6
e-mail ................................................................................... 21
email campaign ....................................................................38
September 2014

51
Index
R
reports ..................................................................................29
revision history .......................................................................9
S
services ................................................................................24
sms ...................................................................................... 21
sms campaign ......................................................................40
SMS gateway .......................................................................15
T
telephony ports
licenses for ................................................................... 47
third-party connectivity .........................................................30
time for importing contact list ............................................... 36
training ................................................................................... 7
V
video .................................................................................... 21
videos
Avaya Mentor ................................................................. 8
voice .................................................................................... 21
W
Warranty ................................................................................ 9
WebLM server ..................................................................... 47
Web services ................................................................. 24, 37
Z
zones ................................................................................... 24
52

September 2014

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Preventing Toll Fraud

Avaya Proactive Outreach Manager Overview and Specification

Chapter 6: Architectural overview ........................................................................................31

Avaya Proactive Outreach Manager Overview and Specification

Provides information about installing

The latest PDF is

Provides information about upgrading

The latest PDF is

Avaya Proactive Outreach Manager Overview and Specification

Developer Guide for

Provides information about the

The latest PDF is

Provides general information about

The latest PDF is

Provides general information about

The latest PDF is

Avaya Aura Contact

Provides conceptual and procedural

The latest PDF is

Virtual campus path:

Avaya Proactive Outreach Manager Overview and Specification

Knowledge Access: Avaya Aura Experience Portal Administration

Knowledge Access: Avaya Proactive Outreach Manager Administration and

Avaya Aura Experience Portal, Avaya Aura Orchestration Designer, Avaya

Avaya Aura Experience Portal, Avaya Aura Orchestration Designer, Avaya

Avaya Aura Experience Portal Implementation

Avaya Aura Experience Portal Implementation

Implementation, Maintenance and Troubleshooting courses and exam:

Avaya Aura Experience Portal, Avaya Aura Orchestration Designer, Avaya

Avaya Aura Experience Portal, Avaya Aura Orchestration Designer, Avaya

Avaya Aura Experience Portal Administration

Avaya Proactive Outreach Manager (POM) Administration and Configuration

Avaya Mentor videos

Avaya Proactive Outreach Manager Overview and Specification

Document changes since last issue

Document changes since last issue

Avaya Proactive Outreach Manager Overview and Specification

Chapter 2: Avaya Proactive Outreach

New in this release

Avaya Proactive Outreach Manager Overview and Specification

New in this release

Avaya Proactive Outreach Manager Overview and Specification

Chapter 3: POM deployment

POM server configuration options

Single server configuration

Figure 1: Single POM server configuration

Avaya Proactive Outreach Manager Overview and Specification

POM server configuration options

Multiple POM server configuration

Figure 2: Multiple POM server configuration

Integration with Avaya AuraCall Center Elite

Avaya Proactive Outreach Manager Overview and Specification

Figure 3: Integration with Call Center Elite

Avaya Proactive Outreach Manager Overview and Specification

POM server overview