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    Progressive Pacing Mode
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      Progressive Pacing Mode

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        1. Select Progressive from the Pacing Mode 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. Enhancement CCA field is not active for this pacing mode.

        6. Select Nailer App 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.

        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. 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.

        10. 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.

        11. 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.

        12. 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.

        13. Set a number to configure the 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.

        14. Enter a Priority. This denotes the priority for dialing out uploaded contacts. The higher the number is the better the priority.

        15. Example: a task with Priority 7 gets more ports assigned to complete this task as compared to one with a Priority 5.

        16. Enter 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

        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.

        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.

        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.

        Allocation

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

        Silent Call Detection

        If you turn On, In Avaya POM after an outbound call connects, the call is either answered by the customer, an answering machine, or passes through the call classification timeouts. After a call is answered and no voice energy is detected, MPP generates a Call Classification Analysis (CCA) timeout event. This event enables POM to mark the call as a customer is answering a 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.

        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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