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    Predictive CC Pacing Mode
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      Predictive CC Pacing Mode

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        Article summary

        Predictive Cruise Control (CC) campaigns use an algorithm to limit abandoned or nuisance calls while maximizing 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, administrators do not have to monitor or change the call pacing settings.

        1. Select Predictive CC from the dropdown list.

        2. Select an appropriate option for Action on AMD.

          1. Select None if you want no action to take if an Answering Machine is detected.

          2. Select Continue with Agent to continue the call with the agent on the line. The agent decides on the next action.

          3. Select Disconnect the Call to disconnect the call when Answering Machine is detected. This option allows only a retry for the contact.

          4. Select Leave a Voice-Mail to leave a voice mail to the customer when an Answering Machine is detected.

        3. Background AMD specifies what action the application must take if an Answering Machine is detected. By default, it is set to OFF. This is applicable only when the Enhanced CCA option is set to ON and the Pacing Mode is Predictive Cruise Control, Predictive Expert Call Ratio, or Progressive.

          1. If Background AMD is set to ON, select one of the values from Action on AMD.

        4. Select a Driver App. A DriverApp defines the CCXML application that you can use for the outbound calls.

        5. Select the Expert Call Ratio Type.

          1. Agent Update Time, the POM system monitors the time agents take to update records and adjusts the calling pace accordingly.

          2. Agent Work Time, the POM system monitors the time agents take to complete the calls and update the records and adjusts the calling pace accordingly.

        6. Select a NailerApp from the dropdown. This is applicable only for agent-based campaigns. Specify a CCXML application that establishes contact with an Available Agent. This is also called as nailing the agent.

          Note:

          Enhancement CCA field is not active for this pacing mode.

        7. If you want to change the pacing mode of a POM Campaign during runtime, turn the Runtime Change Pacing Type to ON.

          Note:
          When you change the pacing type during a campaign runtime, certain fields may be rendered non-relevant to the changed pacing type. These fields are not enabled.

        8. Turn the Silent Call Detection to ON. On CCA timeout, based on the following configuration of the silence call parameter, a resulting action occurs as follows:

          1. Silence call detection ON indicates POM defines the call flow in the Contact Strategy.

          2. Silence call detection OFF indicates POM classifies the call as Answer Human. The customer has an option to configure different actions for a silence call.

          3. Based on the configuration, if POM detects a silence call, POM performs one of the following actions: Connects a call to the agent. Runs an application. Disconnects the call and attempts to connect the same call on another phone.

        9. Set a number for the ACW Time (Sec). This is the time allowed for agents to complete after-call work (ACW) in seconds.

        10. Set a number for the # of ACW Extensions. This is the number of extensions required for an agent for after-call work (ACW).

        11. Enter a Default Completion Code. Agents normally provide a completion code on completion of a call. In the event of an agent not providing this information, specify the completion code and assign the completion code to the call.

        12. Set a value for the Desired Service Level. Depending on the number of calls answered, the system determines the hit rate and provides that number as an input to ECR algorithm.

        13. Set a number to set the Max Agents. This the maximum number of agents that can be allocated to this task - in this case, this POM campaign.

        14. Set a number to set the Min Agents. This the minimum number of agents that can be allocated to this task, in this case, this POM campaign.

        15. Set a number to configure the Minimum Hit Rate (%). The minimum and the maximum values of minimum hit rate are 1 and 100. The default value is 30.

        16. Set a number for the Value %. This defines the dialing speed.

        17. Enter a Sender’s Address.

        Contact List Attribute

        Contact List Attributes are Business Fields on Campaign Manager. These attributes are synchronized from the Avaya POM server. These contact list attributes are listed on the left. You can associate a maximum of 25 attributes to this POM campaign. The attributes you associate here appear as Business Fields on your campaigns mapped to this POM campaign (group). The following points are applicable in respect of Contact List Attributes.

        1. Go to the Contact List Attributes.

        2. All attributes are shown with data type as String on the Campaign > Business Parameters. Attributes with DateTime are shown with DateTime data type and not string.

        3. Ensure the business parameters you upload as part of the contact files have the same data type as it was created such as DateTime, Number, and so on. If there is a conflict, the contact with such error must be skipped from dialing.

        4. Contacts skipped from dialing are shown with Outcome as Delivered. There are no further updates available to indicate these were not dialed.

          Note: 
          If the campaign is activated, you cannot edit the mapping.

        5. Select the attribute and click > to move this attribute from the Available Attributes to the Assigned Attribute. You can select multiple attributes. To select all attributes and move them, click >>.

        CPA Settings

        The CPA Settings section allows you to configure the various parameters for performing the Call Classification Analysis (CCA). The CPA Settings screen is shown here. This section is common for all the pacing modes.

        1. Select a CCA Start from the On Connect and On Progress. On Connect allows CCA to commence from the moment the call is answered and On Progress allows CCA to commence immediately when POM finishes dialing the number and the call progress starts.

        2. Set a number to enter the CCA Timeout in milliseconds. This is the value you set for CCA to time out if not completed by the application.

        3. The default value of On Connect is 7500 and it varies between 5000 and 20000.

        4. The default value of On Progress is 24000 and it varies between 5000 and 45000.

        5. If required, turn the Compliance Timer to ON. The default is ON.

        6. If you set the timers to OFF, the POM driver waits for the result of the call classification before starting any application or connecting to the agent, and the maximum wait time for CCA result is defined by the CCA Timeout.

        7. If you set the compliance timers to ON, POM waits for call classification results till the expiry of the compliance timers. If call classification results are not available within the given time, Answer Human treatment is started for the call. The completion code gets updated as per the classification events received till the call is alive for Notification campaign; or before getting patched to the agent for an agent-based campaign.

        8. If Compliance Timer is enabled, enter the following parameters:

        9. Enter the Start of Voice Timeout. This is the timeout value if start of voice is not detected. Set the value in milliseconds. The default value is 2000. The combined value of the Start of Voice Timeout and Live Voice Timeout cannot be more than the CCA Timeout value.

        10. Enter the Live Voice Timeout. This is the timeout value if a live human voice is not detected. Set the value in milliseconds. The default value is 1800. The combined value of the Start of Voice Timeout and Live Voice Timeout cannot be more than the CCA Timeout value.

        11. Set the value in the AMD False Positive Rate under the Nuisance Rate Calculation. This setting in milliseconds determines when to consider an answering machine detection as a false positive.

        12. Enable or Disable the Consider Answer Machine by Agent switch.

          Note:
          When Consider Answer Machine By Agent is True, such calls are considered in the Nuisance Rate Calculations.

        13. Click Save.

        14. In the Attributes tab, enter a Name and a Description for the Call Type. Leave other fields blank or with default values.

        Fields

        Field

        Description

        On Connect

        The CCA commences from the moment the call is answered.

        On Progress

        The CCA commences immediately when POM finishes dialing the number and the call progress starts.

        CCA Timeout

        This is the value you set for CCA to be timed out if not completed by the application.

        The default value of On Connect is 7500 and it varies between 5000 and 20000.

        The default value of On Progress is 24000 and it varies between 5000 and 45000.

        Compliance Timer

        OFF - If you disable the timers, the POM driver waits for the result of the call classification before starting any application or connecting to the agent, and the maximum wait time for CCA result is defined by the CCA Timeout.

        ON - If you enable compliance timers, POM waits for call classification results till the expiry of the compliance timers. If call classification results are not available within the given time, Answer Human treatment is started for the call. The completion code gets updated as per the classification events received till the call is alive for Notification campaign; or before getting patched to the agent for an agent-based campaign.

        Start of Voice Timeout

        This is the timeout value if start of voice is not detected. Use the slider or enter the value, in milliseconds. The default value is 2000. The combined value of the Start of Voice Timeout and Live Voice Timeout cannot be more than the CCA Timeout value.

        Live Voice Timeout

        This is the timeout value if a live human voice is not detected. Use the slider or enter the value, in milliseconds. The default value is 1800. The combined value of the Start of Voice Timeout and Live Voice Timeout cannot be more than the CCA Timeout value.

        AMD False Positive Rate

        Determines when to consider an Answering Machine Detection

        Attribute Type

        Private: This marks the attribute as private for a specific Tenant

        Read Only: Agent can only view the attribute and not edit it.

        Masked for agents: This attribute is not visible to agents.

        Masked for all users: This attribute is not visible to any user.

        Min Agents

        This the minimum number of agents that can be allocated to this task, in this case, this POM campaign.

        Max Agents

        This the maximum number of agents that can be allocated to this task, in this case, this POM campaign.

        Desired Service Level

        Depending on the number of calls answered, the system determines the hit rate and provides that number as an input to ECR algorithm. For first five minutes after the job starts, the system does not determine the hit rate and considers the initial call hit rate parameter value configured in the global configurations.

        ACW Time (Sec)

        This is the time allowed for agents to complete after-call work (ACW), in seconds.

        # of ACW Extensions

        This is the number of extensions required for an agent for after-call work (ACW).

        Value %

        Defines the dialing speed based on the following configurations:

        Agent Work Time: the recommended setting is between 29 and 71.

        Agent Update Time: the recommended setting is between 32 and 78.

        Default Completion Code

        Agents normally provide a completion code on completion of a call. In the event of an agent not providing this information, specify the completion code and assign the completion code to the call.

        Silent Call Detection

        If you turn On, In Avaya POM after an Outbound Call

        None

        No action to take if an Answering Machine is detected.

        Continue with Agent

        To continue the call with the agent on the line. The agent decides on the next action.

        Agent Update Time

        POM system monitors the time agents take to update records and adjusts the calling pace accordingly.

        Agent Work Time

        POM system monitors the time agents take to complete the calls and update the records, and adjusts the calling pace accordingly.

        Disconnect the Call

        To disconnect the call when Answering Machine is detected. This option allows only a retry for the contact.

        Leave a Voice-Mail

        To leave a voice mail to the customer when an Answering Machine is detected.

        Background AMD

        Specifies what action the application must take if an Answering Machine is detected. By default, it is set to OFF. This is applicable only when the Enhanced CCA option is set to ON and the Pacing mode is Predictive Cruise Control, Predictive Expert Call Ratio, or Progressive.

        If Background AMD is set to ON, select one of the values from Action on AMD.

        Driver App

        A DriverApp defines the CCXML application that you can use for the outbound calls. This field lists all applications defined as POM:Driver in the Experience Portal application configuration. The selected application must have all resources (TTS, ASR) required by the applications invoked from this strategy.

        Nailer App

        This is applicable only for agent-based campaigns. Specify a CCXML application that establishes contact with an available agent - this is also called as nailing the agent.

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