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    Progressive IVR Pacing Mode
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      Progressive IVR Pacing Mode

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        Article summary

        1. Select the Progressive IVR from Pacing Mode dropdown.

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

          Note:
          Enhancement CCA field is not active for this pacing mode.

        3. Turn the Allocation to ON if required. The allocation switch decides how the ports are allocated to the tasks depending on the value selected. The default value is Dynamic port allocation.

        4. Set a value for the Call Pace. This is the number of calls that can be dialed out by the dialer for the configured Call Pace Time Unit. Example, if you select 100 as the Call Pace, and Minute as the Call Pace Time Unit, POM makes 100 call attempts every minute.

        5. Set a number for the Min. Ports. This is the minimum number of ports that are to be used to dial out for campaigns under this group.

        6. Set a number for the Max. Ports. This is the maximum number of ports that are to be used to dial out for campaigns under this group.

        7. Select a value for the Call Pace Time Unit. This is the unit during which the application dials out the specified number of calls as configured in Call Pace. You can choose Seconds, Minute, or Hour.

        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 Campaign Manager campaigns mapped to this POM campaign (group). The following points are applicable in respect of Contact List Attributes.

        1. Go to 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

        Over Dial Ratio

        This is the ratio by which the dialer dials out excess contacts. For example, if the Agent:Dialing ratio is set at 2, the application dials out two contacts for each agent in the Available state. If the Over Dial Ratio is set to 1, it dials out an additional two contacts - that is, a total of four contacts for each agent.

        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.

        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.

        Allocation

        The allocation switch decides how the ports are allocated to the tasks depending on the value selected. The default value is Dynamic port allocation.

        Call Pace

        This is the number of calls that can be dialed out by the dialer for the configured Call Pace Time Unit. For example, if you select 100 as the Call Pace, and Minute as the Call Pace Time Unit, POM makes 100 call attempts every minute.

        Min. Ports

        This is the minimum number of ports that are to be used to dial out for campaigns under this group.

        Max. Ports

        This is the maximum number of ports that are to be used to dial out for campaigns under this group.

        Call Pace Time Unit

        This is the unit during which the application dials out the specified number of calls as configured in Call Pace. You can choose Seconds, Minute, or Hour.


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