Avaya POM

Click the FAB button to add a new dialer. The Configure Avaya POM Dialer screen appears. Perform the following steps:

1. Enter a Dialer Name.

2. Enter a Dialer Description.

3. Select a Dialer Type. The available choices are:

   1. Consent - Contacts that have given Prior Express Written Consent (PEWC) are classified as Consent calls. These contacts can also be dialed out via an auto dialer.

   2. NonConsent - Contacts that are non-PEWC, that is, not expressed consent to receive calls from autodialers are classified as Non-consent calls.

      Note:

      The NonConsent dialing feature is being implemented from a future release. Presently, only the Consent dialer type is used.

4. Enter the Server URL for the Avaya POM server that you intend to configure. Click the Add button to add multiple servers.

5. Enter the API Username to enable the application to access Avaya POM APIs.

6. Enter the API Password.

Go to the Kafka Details section.

Use this section to configure information about the Kafka server and topic details required for Campaign Manager.

Information for this section can be obtained from the Avaya POM support Team and configured here. Perform the following steps:

1. Enter the IP address:Port numbers for the Kafka Servers. You can enter multiple Kafka servers using a comma as a separator.

2. Enter SSL CA File. This is the root certificate file for Avaya POM server.

3. Enter SSL Certificate File. This is the certificate to access the Kafka servers.

4. Enter the SSL Key File - The SSL Key to the above certificates help the application access the Kafka servers.

Topics on Kafka Servers maintain data related to various events that occur during the use of the application. The various events are classified into these Kafka topics.

Configure the topics (event streams) relevant to the application as obtained from Avaya POM. The naming convention of the topics is POM.<Customer-specific-name>.<Topic-Name>. For example, POM.Bank1.AGENT.

These events are retrieved and saved to the Campaign Manager databases for further processing. The following Kafka topics are required.

Heartbeat: POM.HEARTBEAT is the topic that stores the heartbeat events. The heartbeat establishes that the Campaign Manager application is in constant touch with the configured Kafka Server.

Job Topic - This is the topic you consume when you start a campaign. Enter the value for this topic. The value configured here is POM.Default.JOB. This is the default value, common for all campaigns. For each campaign, though, the Kafka server assigns a Job number internally. Contacts are uploaded to these Jobs.

Agent Topic - Enter the value for the Job Topic. POM.Default.AGENT is the value configured here. This job contains events like agent login, logout, state change, etc. for all the agents using this Kafka Server.

Attempt Topic - Enter the value for the Attempt Topic. The value configured here is POM.Default.Attempt. This contains events related to dialing attempts made by the application. Some events are dialed, ringing, answered, etc.

Enriched Attempt Result Topic - Enter the value for this topic. The value configured here is POM.Default.ENRICHEDATTEMPTRESULT. This topic contains the end-to-end events for each call. For example, from time agent spent on preview, ringing, agent connect, talking, hold, resume, wrap up, etc. This topic provides far greater details than the Attempt Topic provides.

Job Statistics Topic - Enter the value for the Job Statistics Topic. The default topic is POM.Default.JOBSTATISTICS.

Agent Statistics Topic - Enter the value for the Agent Statistics Topic. The default topic is POM.Default.AGENTSTATISTICS.

Import Statistics Topic - Enter the value for the Import Statistics Topic. The default topic is POM.Default.IMPORTSTATISTICS.

The Data Source Details section contains configuration information for delivering contacts to the dialer, for a specific campaign. Perform the following steps:

1. Turn the Automatic Update Time Zone switch ON to automatically update the time zone for the phone numbers (in the contact file that is uploaded) depending on the country code specified. This switch is in the disabled state, by default. Users can enable it when required.

2. If you leave the FTP (File Transfer Protocol) switch turned OFF, complete the following information. In this instance, the contacts that you upload are placed on the Avaya POM server for dialing.

   1. Enter the SCP Username. The username to access the folder on the Avaya POM server to place contacts.

   2. Enter the SCP Password. The password for the above user.

   3. Enter the Port number. The port number that is used for the contact transfer.

   4. Enter the Local File Path on Server. The file path on the Avaya POM server where the contact files are to be placed.

3. If you turn the FTP (File Transfer Protocol) switch turned ON, complete the following information. In this instance, the contacts that you upload are placed on a remote location for Avaya POM server to pick up for dialing.

   1. Activate the Secure FTP switch. If the protocol is secure, turn ON this switch, else leave it turned OFF.

   2. Enter the FTP User Name. The user name to access the FTP path where the files are placed.

   3. Enter the FTP Password. The password for the assigned user.

   4. Enter the Port number. The port number that is used for the contact transfer.

   5. Enter the Local File Path on Server. The remote FTP file path for the Avaya POM server to pick up contacts from.

4. Click Save to save the information. To save and synchronize with the Avaya POM server, click Save And Sync. The dialer is now added to the listing.

5. The following entities are synchronized when you perform the Sync operation:

   1. Map the Agent Outbound Skills. The skills mapped to an outbound agent.

   2. Select the Agent List. The list of agents on Avaya POM.

   3. Select the POM Applications. This is the dialing strategy (Contact Strategy) used by Avaya POM on contacts that are delivered.

   4. Select the Contact Attributes. These are business parameters that are created on Campaign Manager.

   5. Select the Global Configurations. For now, only the date format is synchronized.

6. Only after the above sync, the Global Configuration Details section is viewable.

The Global Configuration Details section displays the Global Date Format that is used across the application. This configuration includes time also. Internally, Application uses this time format to convert the contact expiry time while delivering to Avaya POM. This is non-editable on the Campaign Manager UI.