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01 telephone numbers, see the Avaya Web site: [Link]
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04 Contents
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06 Chapter 1: User Management...................................................................................................9
07 About user management...................................................................................................................................9
08 About roles........................................................................................................................................................9
09 POM administration role....................................................................................................................................9
10 POM campaign manager role..........................................................................................................................11
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12 Chapter 2: Real-Time Monitoring...........................................................................................15
13 About Real-Time Monitoring............................................................................................................................15
14 Campaign monitor page field descriptions......................................................................................................15
Monitor data imports page field descriptions...................................................................................................16
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Campaign jobs monitor page field descriptions..............................................................................................16
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17 Chapter 3: System Management............................................................................................19
18 POM Manager field descriptions.....................................................................................................................19
19 Starting the POM server..................................................................................................................................20
20 Stopping the POM server................................................................................................................................20
21 Refreshing the POM server.............................................................................................................................20
22 SMS Manager page field descriptions............................................................................................................20
23 Refreshing the SMS Server Manager.............................................................................................................21
24 Chapter 4: System Configuration..........................................................................................23
25 SMS server page field descriptions.................................................................................................................23
26 Add SMS server page field descriptions.........................................................................................................23
27 Adding SMS server.........................................................................................................................................24
28 Edit SMS server page field descriptions.........................................................................................................24
29 Editing SMS server.........................................................................................................................................25
30 Deleting SMS server.......................................................................................................................................25
31 SMS settings page field descriptions..............................................................................................................25
32 Managing SMS settings..................................................................................................................................26
SMPP connections page field descriptions.....................................................................................................26
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Add SMPP connections page field descriptions..............................................................................................27
34 Adding SMPP connections..............................................................................................................................32
35 Edit SMPP connection page field descriptions................................................................................................33
36 Editing SMPP connection................................................................................................................................38
37 Deleting SMPP connection.............................................................................................................................39
38 SMS Manager page field descriptions............................................................................................................39
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40 Chapter 5: Adding e-mail servers..........................................................................................41
41 Chapter 6: Licensing...............................................................................................................43
42 Licensing page field descriptions....................................................................................................................43
43 POM license settings page field descriptions..................................................................................................44
44 Editing POM license settings..........................................................................................................................44
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46 Chapter 7: Reports..................................................................................................................45
47 About reports...................................................................................................................................................45
48 Standard reports.............................................................................................................................................45
Campaign Detail (Filters) page field descriptions...................................................................................45
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Generating POM campaign detail report................................................................................................46
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Campaign Detail report page field descriptions......................................................................................47
04 Campaign Summary (Filters) page field descriptions.............................................................................48
05 Generating POM campaign summary report..........................................................................................49
06 Campaign Summary report page field descriptions................................................................................49
07 Completion Code Summary (Filters) page field descriptions.................................................................50
08 Generating POM completion code summary report...............................................................................51
09 Completion Code Summary report page field descriptions....................................................................52
10 Completion Code Trend (Filters) page field descriptions........................................................................53
11 Generating POM completion code trend report......................................................................................54
12 Completion Code Trend report page field descriptions..........................................................................54
13 Custom Reports..............................................................................................................................................55
About custom reports.............................................................................................................................55
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Add custom report page field descriptions.............................................................................................56
15 Custom POM campaign detail report page field descriptions.................................................................60
16 Generating custom POM campaign detail report...................................................................................62
17 Custom campaign summary report page descriptions...........................................................................62
18 Generating custom POM campaign summary report.............................................................................63
19 Custom completion code summary report page field descriptions.........................................................63
20 Generating custom POM completion code summary report...................................................................64
21 Custom completion code trend report page field descriptions................................................................64
22 Generating POM custom completion code trend report.........................................................................65
23 Scheduled Reports..........................................................................................................................................66
24 About Scheduled reports........................................................................................................................66
Scheduling reports..................................................................................................................................66
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26 Chapter 8: POM Configuration...............................................................................................69
27 About POM configuration................................................................................................................................69
28 Campaigns......................................................................................................................................................69
29 About campaigns....................................................................................................................................69
30 Campaigns page field descriptions.........................................................................................................69
31 POM ports and licenses.........................................................................................................................70
32 Save campaign as page field descriptions.............................................................................................72
33 Manage campaign schedules page field descriptions............................................................................72
Campaign information page field descriptions........................................................................................73
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Campaign contact filtering criteria page field descriptions.....................................................................74
35 Campaign completion code association page field descriptions............................................................75
36 Campaign finish criteria page field descriptions.....................................................................................76
37 Campaign creation wizard summary page field descriptions.................................................................76
38 Campaign schedule creation page field descriptions.............................................................................77
39 Creating a campaign (campaign information page)................................................................................77
40 Creating a campaign (contact filtering criteria).......................................................................................79
41 Creating a campaign (completion codes association)............................................................................80
42 Creating a campaign (finish criteria).......................................................................................................81
43 Contact strategies...................................................................................................................................82
44 Completion Codes................................................................................................................................103
Campaign restrictions...................................................................................................................................107
45
About campaign restrictions.................................................................................................................107
46 Campaign restrictions page field descriptions......................................................................................107
47 Configurations...............................................................................................................................................107
48 About configurations.............................................................................................................................107
49 Manage configuration page field descriptions......................................................................................108
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Configuring call settings.......................................................................................................................109
04 Configuring campaign settings.............................................................................................................109
05 Configuring miscellaneous settings......................................................................................................109
06 Purge schedule configuration page field descriptions..........................................................................110
07 Purging campaign data.........................................................................................................................111
08 Purging import data...............................................................................................................................111
09 Purging SMS data.................................................................................................................................112
10 Contacts........................................................................................................................................................112
11 About contact groups............................................................................................................................112
12 Manage contact groups page field descriptions...................................................................................113
13 Add a new contact group page field descriptions.................................................................................114
Adding a contact group.........................................................................................................................114
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Edit contact group page field descriptions............................................................................................114
15 Contact group organization association page field descriptions...........................................................115
16 Associating a contact group..................................................................................................................115
17 Emptying a contact group.....................................................................................................................116
18 Deleting a contact group.......................................................................................................................116
19 Attributes...............................................................................................................................................117
20 Data sources........................................................................................................................................123
21 POM servers.................................................................................................................................................139
22 About POM server................................................................................................................................139
23 POM Servers page field descriptions...................................................................................................140
24 Add POM server page field descriptions..............................................................................................141
Adding POM server..............................................................................................................................141
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Edit POM server field descriptions.......................................................................................................141
26 Editing POM server..............................................................................................................................143
27 Deleting POM server............................................................................................................................143
28 POM Global Settings page field descriptions.......................................................................................143
29 Voice server page field descriptions.....................................................................................................144
30 Adding Voice Server.............................................................................................................................145
31 Deleting voice server............................................................................................................................145
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33 Chapter 9: Creating and running a campaign.....................................................................147
Creating and running a campaign.................................................................................................................147
34
Creating a contact group...............................................................................................................................147
35 Importing Contacts........................................................................................................................................147
36 Creating contact strategy..............................................................................................................................148
37 Creating a contact strategy for call handler...................................................................................................149
38 Creating a contact strategy for e-mail handler..............................................................................................150
39 Creating a contact strategy for SMS handler................................................................................................150
40 Creating campaigns......................................................................................................................................151
41 Executing Campaigns...................................................................................................................................151
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43 Index.......................................................................................................................................153
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Chapter 1: User Management
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14 About user management
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16 You can use the Voice Portal Management System (VPMS) interface to add, delete users and
17 assign various roles and privileges to different users. Depending on your user role, you can
18 add, modify, and delete user accounts. You can also configure security options for all users,
19 and configure the parameters under Lightweight Directory Access Protocol (LDAP) settings to
20 enable the VPMS to access user accounts in your corporate directory.
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26 About roles
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Use this page to view all the existing roles. You can also use this page to add Proactive
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Outreach Manager (POM) specific roles, and modify or delete an existing custom role. For
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30 details refer to Voice Portal 5.1 documentation.
31 There are two POM specific roles:
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33 • POM administration role on page 9
34 • POM campaign manager role on page 11
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39 POM administration role
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41 Any user with POM administration role can administer and manage:
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43 • POM Manager
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01 User Management
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04 POM Manager
05 Use POM Manager to:
06 • Start POM server
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09 Use SMS Manager to:
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12 • Stop SMS Server
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14 SMS Servers
15 Use SMS Servers to:
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18 • Add SMS Server
19 • Delete SMS Server
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22 SMS Settings
23 - View SMS Settings
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25 - Change SMS Settings
26 SMS Connections
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28 - Change SMPP Connection
29 - Add SMPP Connection
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32 - View SMPP Connection
33 Campaign Restrictions
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35 Use campaign restrictions to:
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39 Configurations
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43 Purge Schedules
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46 POM Servers
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01 POM campaign manager role
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04 • Add POM servers
05 • Change POM servers
06 • Delete POM servers
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09 Outbound Settings
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19 POM campaign manager role
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21 Any user with POM campaign manager role can perform certain actions based on the privileges
22 the user has. The privileges and actions are listed below:
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24 POM Monitor
25 Use to POM Monitor:
26 • View Jobs
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31 • Stop Job
32 • View Contacts Data Import
33 • Pause Contacts Data Import
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35 • Resume Contacts Data Import
36 • Stop Contacts Data Import
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42 • Stop DNC Data Import
43 A user with POM Campaign Manager role can:
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01 User Management
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04 Contacts
05 Use Contacts to access contact groups, attributes, and import data source.
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12 - Delete Contact Groups
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15 - Associate Orgs with Contact Groups
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Attributes
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18 Use attributes to:
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21 - View Attribute Details
22 - Change Attribute
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24 - Delete Attribute
25 - Associate Attribute
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Import Data Source
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28 Use import data source to:
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31 - Add Contacts Data Source
32 - Change Contacts Data Source
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36 - Run Contacts Now
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38 - View Contacts Data Source
39 - Upload Contacts From File
40 - Show Contacts Import History
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42 - List DNC Data Source
43 - Add DNC Data Source
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46 - Delete DNC Data Source
47 - Schedule DNC Data Source
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01 POM campaign manager role
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04 - Show DNC Import History
05 Campaigns
06 Use campaign to:
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08 List Campaigns: Use to add, change, delete, pause, stop and schedule campaigns.
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11 - Add Campaign
12 - Delete Campaign
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- View Campaign
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15 - Stop Campaign Schedule
16 - Pause Campaign Schedule
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18 - Resume Campaign Schedule
19 - Delete Campaign Schedule
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- Run Now
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22 Contact Strategy
23 - Change Contact Strategy
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25 - Add Contact Strategy
26 - Delete Contact Strategy
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- View Contact Strategy
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29 Completion Codes
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- Change Custom Completion Codes
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32 - Add Custom Completion Codes
33 - Delete Custom Completion Codes
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35 - View Custom Completion Codes
36 View Campaign Restrictions
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14 About Real-Time Monitoring
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16 Use the POM Monitor to perform real- time monitoring and tracking of the active campaigns
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23 Campaign monitor page field descriptions
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Use this page to specify the settings to monitor jobs or campaigns.
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26 A job is a running instance of a campaign.
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28 You will see similar menu options for a normal user and for a multi-tenant user.
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30 Field or Description
31 Button
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35 You will see the following fields only if you an active campaign.
36 Selection Use this selection check box to select the jobs.
37 check box
38 Name Displays the job name.
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40 Job ID Displays the job ID.
41 Job Status Displays the job status.
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43 Total Displays the total number of contacts in the job.
44 Contacts
45 Finished Displays the number of contacts that have been contacted.
46 Contacts
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04 Field or Description
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06 Show Use to view the job details.
07 Refresh Use to refresh the contents of the page.
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15 Use this page to monitor the status of the data import.
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17 Field or Button Description
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19 Refresh Use to refresh the page.
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22 The following fields are visible, only if you have an active import running.
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24 DataSource Displays the different data sources to monitor.
25 Name
26 State Displays the state of the import.
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Success Count Displays the number of records successfully imported.
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29 Update Count Displays the number of records updated.
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Fail Count Displays the number of records failed to import.
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32 Information Displays the cause of the error.
33 Actions Use to perform following actions:
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35 • Click the icon to pause the data import.
36 • Click the icon to resume the data import.
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38 • Click the icon to stop the data import.
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41 If the icons are greyed out, you cannot perform those actions.
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01 Campaign jobs monitor page field descriptions
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04 If you select the List view, you see the following details:
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Field or Description
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Button
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08 Job Start Displays the job start time.
09 Time
10 Job Status Displays the job status as Completed, Active, In Progress, Stopped and
11 Paused.
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Total Counts Displays the total count.
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14 Contacts Displays the contacts in queue.
15 In_Queue
16 Finished Displays the finished contacts.
17 Contacts
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19 Contacts Attempt Summary:
20 Completion Displays the completion codes used in the campaign.
21 Code
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Count Displays the count of each completion code used in the campaign.
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24 icon Use to pause the job.
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28 made, but the existing attempts in progress will be completed.
29 icon Use to stop the job.
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31 If you select the Chart view, you see the same details as mentioned in the list view, in addition to
32 the following fields:
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34 Use the drop-down list to select the Chart Type. You can use one of the following chart types:
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Chapter 3: System Management
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14 POM Manager field descriptions
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16 Use this page to manage the POM servers connected to the Voice Portal Management System
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19 Field Description
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21 Selection Use this selection check box to select the POM servers you want to start or
22 check box stop.
23 POM A unique identifier for POM server.
24 Server
25 Name
26 Host Displays the IP address of POM server.
27 Address
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29 Campaign Displays the campaign manager status, whether it is running or has paused/
30 Manager stopped.
31 Status
32 Campaign Displays the campaign director status.
33 Director
34 Status
35
Allocated Displays the total number of ports allocated to the POM server.
36 Ports
37
38 Ports In Displays the number of ports in use currently.
39 Use
40 Refresh Use to refresh the specified POM server/display.
41
42 Start Use to start the specified POM server.
43 Stop Use to stop the specified POM server.
44
45 SMS Use to start, stop and refresh the SMS Server.
Manager
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01 System Management
02
03
04
05
06
07 Starting the POM server
08
09
10
11 1. Select the POM server you want to start using the selection check box next to the
12 POM server name.
13 2. Click Start.
14
15
16
17
18
19
20
Stopping the POM server
21
22
23 1. Select the POM server you want to stop using the selection check box next to the
24 POM server name.
25
26 2. Click Stop.
27
28
29
30
31
32
33 Refreshing the POM server
34
35
36
37 1. Select the POM server you want to refresh using the selection check box next to
38 the POM server name.
39 2. Click Refresh.
40
41
42
43
44
45
46 SMS Manager page field descriptions
47
Use this page to manage the SMS server.
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20 Using Proactive Outreach Manager Draft Copy June 2010
01 Refreshing the SMS Server Manager
02
03
04
05 Field Description
06 Selection Use this selection check box to select the SMS server you want to start, stop,
07 check box or refresh.
08 SMS A unique identifier for the SMS server.
09 Server
10 Name
11
12 IP Address Displays the IP address of the SMS server.
13 Status Displays the status of the SMS server.
14
Start Use to start the SMS server.
15
16 Stop Use to stop the SMS server.
17
Refresh Use to refresh the status of the SMS server.
18
19
20
21
22
23
24 Refreshing the SMS Server Manager
25
26
27
28 1. Select the SMS server you want to refresh by using the selection check box next to
29 the SMS server name.
30 2. Click Refresh Status.
31
32
33
34
35
36
37
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39
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01 System Management
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
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20
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22
23
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22 Using Proactive Outreach Manager Draft Copy June 2010
01
02
03
04
05
06
07
Chapter 4: System Configuration
08
09
10
11
12
13
14 SMS server page field descriptions
15
16 Use this page to manage SMS server for outbound SMS.
17
18 Field or Description
19 Button
20
21 Selection Use this selection check box to select the SMS servers you have
check box configured.
22
23 Name Displays the names of the SMS servers you have configured.
24
IP address Displays the IP addresses of the SMS servers you have configured.
25
26 Add Use this to add SMS servers.
27 Delete Use this to delete SMS servers.
28
29 SMS Settings Use to go to the SMS Settings page.
30 SMPP Use to go to the SMPP Connections page.
31 Connections
32
33 SMS Manager Use to go to the SMS Manager page.
34
35
36
37
38
39 Add SMS server page field descriptions
40
41 Use this page to add an SMS server.
42
43
Field or Button Description
44
45 Name Specify the SMS server name.
46 IP Address Specify the IP address of the SMS server.
47
48 Port Specify the port you want to connect to.
49 User Name Specify the user name to connect to the SMS server.
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Using Proactive Outreach Manager Draft Copy June 2010 23
01 System Configuration
02
03
04 Field or Button Description
05 Password Specify the password to connect to the SMS server.
06
Save Use to save the changes.
07
08
09
10
11
12 Adding SMS server
13
14
15
16 1. From the left pane, select System Configuration > SMS Servers.
17 2. Click Add.
18
19 3. Specify the name for the SMS server.
20 4. Specify the IP address of the SMS server.
21
22 5. Specify the port number for the SMS server.
23 6. Specify the user name and password to connect to the SMS server.
24
25 7. Click Save to save the changes.
26
27
28
29
30
31
32 Edit SMS server page field descriptions
33
34 Use this page to edit the SMS server. You can change the IP address, user name and
35 password.
36
37 Note:
38
You cannot change the SMS server name.
39
40
41 Field or Button Description
42
Name Displays the SMS server name. You cannot change the server name.
43
44 IP Address Specify the IP address of the SMS server.
45 Port Specify the port you want to connect to.
46
47 User Name Specify the user name to connect to the SMS server.
48 Password Specify the password to connect to the SMS server.
49
50 Save Use to save the changes.
51
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24 Using Proactive Outreach Manager Draft Copy June 2010
01 Editing SMS server
02
03
04 Field or Button Description
05 Cancel Use to cancel the edit operation.
06
Help Use to access help for the particular topic.
07
08
09
10
11
12 Editing SMS server
13
14
15
16 1. From the left pane, select System Configuration > SMS Servers.
17 2. Click on the server name you want to edit.
18
19 Note:
20
You cannot change the name of the SMS server once specified.
21
22 3. Specify the IP address of the SMS server.
23 4. Specify the port number for the SMS server.
24
25 5. Specify the user name and password to connect to the SMS server.
26 6. Click Save to save the changes.
27
28
29
30
31
32
33
34 Deleting SMS server
35
36
37
1. In the left pane, select System Configuration > SMS Server.
38
39 2. Use the check box to select the SMS server you want to delete.
40 3. Click Delete.
41
42
43
44
45
46
47 SMS settings page field descriptions
48
Use this page to manage the SMS settings.
49
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Using Proactive Outreach Manager Draft Copy June 2010 25
01 System Configuration
02
03
04
05 Field or Description
Button
06
07 Audit Use to specify the audit interval in seconds.
08 Interval
09 (sec)
10 Maximum Use to specify the maximum number of times the same SMS will be sent.
11 Retry
12 Attempts
13 VPMS IP Use to specify the IP address of the VPMS.
14 Address
15
16 SMS Count Use to specify the number of SMS that can be processed as a single batch.
17 For Batch
18 Processin
g
19
20 Save Use to make the changes permanent.
21
22
23
24
25
26 Managing SMS settings
27
28
29
30 1. In the left pane, select System Configuration > SMS Servers > SMS Settings.
31
2. Specify the audit interval in seconds.
32
33 3. Specify the maximum retry attempts.
34
4. Specify the number of days after which you want to purge the data.
35
36 5. Specify the VPMS IP address.
37 6. Specify the number of SMS that will be processed as a single batch.
38
39 7. Click Save to make the changes permanent.
40
41
42
43
44
45 SMPP connections page field descriptions
46
47 Use this page to add, modify, and delete Short Message Peer to Peer (SMPP) connections.
48
49
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26 Using Proactive Outreach Manager Draft Copy June 2010
01 Add SMPP connections page field descriptions
02
03
04
05 Field or Button Description
06 Name A unique identifier for the SMPP connection.
07 Enabled Displays the SMPP connection is enabled or not enabled.
08
09 Actions Click to delete existing SMPP connections.
10 Add Use to add a SMPP connection.
11
12
13
14
15
16
17 Add SMPP connections page field descriptions
18
Use this page to add or edit a SMPP connection.
19
20
21 Field or Description
22 Button
23
24 Note:
25 All the below mentioned fields are mandatory.
26
27 SMPP Connection Information:
28 SMPP A unique identifier for the SMPP connection.
29 Connection
30 Name
31
Host Name/ Specify the name or IP address of the service provider or the Short
32
Host IP Message Service Center (SMSC).
33
34 Host Port Specify the port number of the service provider or the SMSC.
35 Bind Mode Use the drop-down list to select:
36
37 • Transmitter: If you select this bind mode, you can only send SMS. You
38 cannot get the delivery receipts.
39 • Transceiver: If you select this bind mode, you can send SMS and get
40 the delivery receipts.
41
User Name Specify the user name provided by the service provider or SMSC.
42
43 Password Specify the password provided by the service provider or SMSC.
44
Confirm Use to re-enter the password for verification.
45 Password
46
47
48 Note:
49 All the below mentioned fields are optional.
50
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Using Proactive Outreach Manager Draft Copy June 2010 27
01 System Configuration
02
03
04 Field or Description
05 Button
06 Display Use this selection check box to display additional fields. All these fields
07 Additional have default values and are optional.
08 Details
09 System Type Helps to identify the type of sender to bind as transmitter with the SMSC.
10 Refer to the SMPP 3.4 specifications for additional details.
11
Interface Indicates the version of the SMPP protocol. POM currently supports
12
Version version 3.4.
13 Refer to the SMPP 3.4 specifications for additional details.
14
15 Address Use to specify a set of SME addresses serviced by the sender.
16 Range Refer to the SMPP 3.4 specifications for additional details.
17 Address TON Use to define the type of number to be used in the SME address
18 parameters. The defined values are :
19
• 00000000: Unknown
20
21 • 00000001: International
22 • 00000010: National
23
24 • 00000011: Network Specific
25 • 00000100: Subscriber Number
26 • 00000101: Alphanumeric
27
28 • 00000110: Abbreviated
29 Refer to the SMPP 3.4 specifications for additional details.
30
31 Address NPI Use to define the Numeric Plan Indicator (NPI) to be used in the SME
address parameters. The defined values are:
32
33 • 00000000: Unknown
34 • 00000001: ISDN (E163/E164)
35
36 • 00000011: Data (X.121)
37 • 00000100: Telex (F.69)
38 • 00000110: Land Mobile (E.212)
39
40 • 00001000: National
41 • 00001001: Private
42
• 00001010: ERMES
43
44 • 00001110: Internet (IP)
45 • 00010010: WAP Client Id (to be defined by WAP Forum)
46
47 Refer to the SMPP 3.4 specifications for additional details.
48 Queue Size Use to specify the maximum number of SMS to be queued in the SMS
49 Manager for a particular SMPP connection, at any given point of time. You
50
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28 Using Proactive Outreach Manager Draft Copy June 2010
01 Add SMPP connections page field descriptions
02
03
04 Field or Description
05 Button
06 can use this value to regulate the speed of sending SMS to SMSC. Every
07 SMSC has different capacities for processing SMS. For example, five
08 SMSes per second, or one SMS per second.
09 SMS Data Indicates the encoding scheme of the short message.
10 Encoding Refer to the SMPP 3.4 specifications for additional details.
11
SMS Indicates one of the following values (ASCII, Cp1252, ISO8859_1,
12
Character UnicodeBig, UnicodeBigUnmarked, UnicodeLittle,
13 Encoding UnicodeLittleUnmarked, UTF8, UTF-16). This value is used in conjunction
14 with SMS Data Encoding value.
15
16 From Number Use to specify a default sender value, if the campaign does not provide
17 the sender name or number.
18 Refer to the SMPP 3.4 specifications for additional details.
19 Maximum Use to specify the number of simultaneous connections allowed by the
20 Binds SMPP service provider to the same 'Host Name' with the same 'User
21 Name'. The SMS throughput can be increased with multiple connections.
22 Each configured SMS server refers to the same database. You can specify
23 values between 1 to 32. Default value is 1.
24 Example: If you specify a value of four, and you configure two SMS
servers, then each SMS server establishes four SMPP connections to the
25
service provider server. So, in all you have eight connections.
26 You can divide the number of connections with the number of servers to
27 obtain the value for Maximum Binds.
28
29 Use TLV If set to true along with MESSAGE_SEGMENTATION then UDH (User
30 Data Header) information is sent along with the segmented packets. Refer
31 to SMPP 3.4 specifications for detailed information.
32 Source TON Use to define the type of number to be used in the SME address parameter.
33 Number The defined values are :
34 • 00000000: Unknown
35
36 • 00000001: International
37 • 00000010: National
38
• 00000011: Network Specific
39
40 • 00000100: Subscriber Number
41 • 00000101: Alphanumeric
42
43 • 00000110: Abbreviated
44 Refer to the SMPP 3.4 specifications for additional details.
45
Source NPI Use to define the Numeric Plan Indicator (NPI) to be used in the SME
46 Number address parameters. The defined values are:
47
48 • 00000000: Unknown
49 • 00000001: ISDN (E163/E164)
50
51
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Using Proactive Outreach Manager Draft Copy June 2010 29
01 System Configuration
02
03
04 Field or Description
05 Button
06 • 00000011: Data (X.121)
07
• 00000100: Telex (F.69)
08
09 • 00000110: Land Mobile (E.212)
10 • 00001000: National
11
12 • 00001001: Private
13 • 00001010: ERMES
14 • 00001110: Internet (IP)
15
16 • 00010010: WAP Client Id (to be defined by WAP Forum)
17 Refer to the SMPP 3.4 specifications for additional details.
18
Destination Use to define the type of number to be used in the SME address parameter.
19
TON Number The defined values are :
20
21 • 00000000: Unknown
22 • 00000001: International
23
24 • 00000010: National
25 • 00000011: Network Specific
26 • 00000100: Subscriber Number
27
28 • 00000101: Alphanumeric
29 • 00000110: Abbreviated
30
Refer to the SMPP 3.4 specifications for additional details.
31
32 Destination Use to define the Numeric Plan Indicator (NPI) to be used in the SME
33 NPI Number address parameters. The defined values are:
34 • 00000000: Unknown
35
36 • 00000001: ISDN (E163/E164)
37 • 00000011: Data (X.121)
38 • 00000100: Telex (F.69)
39
40 • 00000110: Land Mobile (E.212)
41 • 00001000: National
42
• 00001001: Private
43
44 • 00001010: ERMES
45 • 00001110: Internet (IP)
46
47 • 00010010: WAP Client Id (to be defined by WAP Forum)
48 Refer to the SMPP 3.4 specifications for additional details.
49
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30 Using Proactive Outreach Manager Draft Copy June 2010
01 Add SMPP connections page field descriptions
02
03
04 Field or Description
05 Button
06 Keep Alive Use to specify the interval in which enquire_link protocol data unit (pdu) is
07 Interval (sec) sent to the SMSC.
08 Refer to the SMPP 3.4 specifications for additional details.
09 Enabled Use to set whether the SMPP connection is enabled or not enabled.
10
11 Consecutive Use to specify the wait period after all the consecutive connection attempts
Retry Wait (specified in the Consecutive Connection Attempts field ) fail. After this
12
Period (min) wait period the SMS Manager will retry to connect with the SMSC using
13 value specified in Consecutive Connection Attempts field.
14 You can specify values between 5 to 30. The default value is 5 minutes.
15
16 Consecutive Use to specify the number of consecutive attempts to bind to SMSC in
17 Connection case of a connection failure. You can specify values between 1 to 5. The
18 Attempts default value is 1.
19 Consecutive Use to specify the time interval to wait before trying to reconnect. You can
20 Attempt specify values between 10 to 180. The default value is 10 seconds.
21 Interval (sec)
22 Service Type Use to indicate the SMS Application service associated with the message.
23 The generic service types are listed below:
24
25 • ” “(NULL): Default
26 • “CMT”: Cellular Messaging
27 • “CPT”: Cellular Paging
28
29 • “VMN”: Voice Mail Notification
30 • “VMA”: Voice Mail Alerting
31
• “WAP”: Wireless Application Protocol
32
33 • “USSD”: Unstructured Supplementary Services Data
34 Refer to the SMPP 3.4 specifications for additional details.
35
36 ESM Class Use to indicate special message attributes associated with the short
37 message.
Refer to the SMPP 3.4 specifications for additional details.
38
39 Protocol ID Can be set as:
40 • GSM
41
42 • ANSI-136 (TDMA)
43 • IS-95 (CDMA)
44
Refer to the SMPP 3.4 specifications for additional details.
45
46 Priority Flag Allows the originating SME to assign a priority level to the short message.
47 Four priority levels are supported:
48 • 0: Level 0 (lowest) priority
49
50 • 1: Level 1 priority
51
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Using Proactive Outreach Manager Draft Copy June 2010 31
01 System Configuration
02
03
04 Field or Description
05 Button
06 • 2: Level 2 priority
07
• 3: Level 3 (highest) priority
08
09 Refer to the SMPP 3.4 specifications for additional details.
10 Registered Use to request an SMSC delivery receipt and/or SME originated
11 Delivery acknowledgements.
12 Refer to the SMPP 3.4 specifications for additional details.
13
14 Validity It can be defined in minutes; ranging from 0 to 4320. This is relative value
Period for SMSC.
15
Refer to the SMPP 3.4 specifications for additional details.
16
17 Long SMS As per the SMPP specifications you can send a long SMS in one of the
18 Sending following ways:
19 Process
• Break them into multiple parts (segmentation) or send them in one shot
20 using the optional parameter MESSAGE_SEGMENTATION
21
• Use MESSAGE_PAYLOAD to send all the data in one SMS.
22
23 Check with your service provider for the ability to send as single SMS or
24 multiple SMS.
25 Save Use to save the SMPP connection.
26
27
28 Note:
29 Consult with your SMSC/Service Provider for exact values of all fields.
30
31
32
33
34 Adding SMPP connections
35
36
37
38 1. In the left pane, select System Configuration > SMS Servers > SMPP
39 Connections.
40
2. Click Add on the Manage SMPP Connections page.
41
42 3. Specify the values for the mandatory fields.
43 4. Use the Display additional fields selection check box for specifying additional
44
information.
45
46 You can use the default values for the additional fields.
47 5. Click Save to save the values and add the SMPP connection.
48
49
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32 Using Proactive Outreach Manager Draft Copy June 2010
01 Edit SMPP connection page field descriptions
02
03
04
05
06
07 Edit SMPP connection page field descriptions
08
09 Use this page to edit a SMPP connection.
10
11 Field or Description
12 Button
13
14
15 Note:
16 All the below mentioned fields are mandatory.
17 SMPP Connection Information:
18
SMPP A unique identifier for the SMPP connection.
19
Connection
20 Name
21
22 Host Name/ Specify the name or IP address of the service provider or the Short
23 Host IP Message Service Center (SMSC).
24 Host Port Specify the port number of the service provider or the SMSC.
25
26 Bind Mode Use the drop-down list to select:
27 • Transmitter: If you select this bind mode, you can only send SMS. You
28 cannot get the delivery receipts.
29 • Transceiver: If you select this bind mode, you can send SMS and get
30 the delivery receipts.
31
32 User Name Specify the user name provided by the service provider or SMSC.
33 Password Specify the password provided by the service provider or SMSC.
34
35 Confirm Use to re-enter the password for verification.
36 Password
37
38 Note:
39 All the below mentioned fields are optional.
40
Display Use this selection check box to display additional fields. All these fields
41
Additional have default values and are optional.
42 Details
43
44 System Type Helps to identify the type of sender to bind as transmitter with the SMSC.
45 Refer to the SMPP 3.4 specifications for additional details.
46 Interface Indicates the version of the SMPP protocol. POM currently supports
47 Version version 3.4.
48 Refer to the SMPP 3.4 specifications for additional details.
49
50
51
52
53
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Using Proactive Outreach Manager Draft Copy June 2010 33
01 System Configuration
02
03
04 Field or Description
05 Button
06 Address Use to specify a set of SME addresses serviced by the sender.
07 Range Refer to the SMPP 3.4 specifications for additional details.
08 Address TON Use to define the type of number to be used in the SME address
09 parameters. The defined values are :
10
• 00000000: Unknown
11
12 • 00000001: International
13 • 00000010: National
14
15 • 00000011: Network Specific
16 • 00000100: Subscriber Number
17
• 00000101: Alphanumeric
18
19 • 00000110: Abbreviated
20 Refer to the SMPP 3.4 specifications for additional details.
21
22 Address NPI Use to define the Numeric Plan Indicator (NPI) to be used in the SME
address parameters. The defined values are:
23
24 • 00000000: Unknown
25 • 00000001: ISDN (E163/E164)
26
27 • 00000011: Data (X.121)
28 • 00000100: Telex (F.69)
29
• 00000110: Land Mobile (E.212)
30
31 • 00001000: National
32 • 00001001: Private
33
• 00001010: ERMES
34
35 • 00001110: Internet (IP)
36 • 00010010: WAP Client Id (to be defined by WAP Forum)
37
38 Refer to the SMPP 3.4 specifications for additional details.
39 Queue Size Use to specify the maximum number of SMS to be queued in the SMS
40 Manager for a particular SMPP connection, at any given point of time. You
41 can use this value to regulate the speed of sending SMS to SMSC. Every
42 SMSC has different capacities for processing SMS. For example, five
43 SMSes per second, or one SMS per second.
44 SMS Data Indicates the encoding scheme of the short message.
45 Encoding Refer to the SMPP 3.4 specifications for additional details.
46
47 SMS Indicates one of the following values (ASCII, Cp1252, ISO8859_1,
Character UnicodeBig, UnicodeBigUnmarked, UnicodeLittle,
48
Encoding UnicodeLittleUnmarked, UTF8, UTF-16). This value is used in conjunction
49 with SMS Data Encoding value.
50
51
52
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34 Using Proactive Outreach Manager Draft Copy June 2010
01 Edit SMPP connection page field descriptions
02
03
04 Field or Description
05 Button
06 From Number Use to specify a default sender value, if the campaign does not provide
07 the sender name or number.
08 Refer to the SMPP 3.4 specifications for additional details.
09 Maximum Use to specify the number of simultaneous connections allowed by the
10 Binds SMPP service provider to the same 'Host Name' with the same 'User
11 Name'. The SMS throughput can be increased with multiple connections.
12 Each configured SMS server refers to the same database. You can specify
13 values between 1 to 32. Default value is 1.
14 Example: If you specify a value of four, and you configure two SMS
15 servers, then each SMS server establishes four SMPP connections to the
16 service provider server. So, in all you have eight connections.
You can divide the number of connections with the number of servers to
17
obtain the value for Maximum Binds.
18
19 Use TLV If set to true along with MESSAGE_SEGMENTATION then UDH (User
20 Data Header) information is sent along with the segmented packets. Refer
21 to SMPP 3.4 specifications for detailed information.
22 Source TON Use to define the type of number to be used in the SME address parameter.
23 Number The defined values are :
24
• 00000000: Unknown
25
26 • 00000001: International
27 • 00000010: National
28
29 • 00000011: Network Specific
30 • 00000100: Subscriber Number
31 • 00000101: Alphanumeric
32
33 • 00000110: Abbreviated
34 Refer to the SMPP 3.4 specifications for additional details.
35
Source NPI Use to define the Numeric Plan Indicator (NPI) to be used in the SME
36
Number address parameters. The defined values are:
37
38 • 00000000: Unknown
39 • 00000001: ISDN (E163/E164)
40
41 • 00000011: Data (X.121)
42 • 00000100: Telex (F.69)
43 • 00000110: Land Mobile (E.212)
44
45 • 00001000: National
46 • 00001001: Private
47
• 00001010: ERMES
48
49
50
51
52
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Using Proactive Outreach Manager Draft Copy June 2010 35
01 System Configuration
02
03
04 Field or Description
05 Button
06 • 00001110: Internet (IP)
07
• 00010010: WAP Client Id (to be defined by WAP Forum)
08
09 Refer to the SMPP 3.4 specifications for additional details.
10 Destination Use to define the type of number to be used in the SME address parameter.
11 TON Number The defined values are :
12
13 • 00000000: Unknown
14 • 00000001: International
15 • 00000010: National
16
17 • 00000011: Network Specific
18 • 00000100: Subscriber Number
19
• 00000101: Alphanumeric
20
21 • 00000110: Abbreviated
22 Refer to the SMPP 3.4 specifications for additional details.
23
24 Destination Use to define the Numeric Plan Indicator (NPI) to be used in the SME
25 NPI Number address parameters. The defined values are:
26 • 00000000: Unknown
27 • 00000001: ISDN (E163/E164)
28
29 • 00000011: Data (X.121)
30 • 00000100: Telex (F.69)
31
• 00000110: Land Mobile (E.212)
32
33 • 00001000: National
34 • 00001001: Private
35
36 • 00001010: ERMES
37 • 00001110: Internet (IP)
38 • 00010010: WAP Client Id (to be defined by WAP Forum)
39
40 Refer to the SMPP 3.4 specifications for additional details.
41 Keep Alive Use to specify the interval in which enquire_link protocol data unit (pdu) is
42 Interval (sec) sent to the SMSC.
43 Refer to the SMPP 3.4 specifications for additional details.
44
Enabled Use to set whether the SMPP connection is enabled or not enabled.
45
46 Consecutive Use to specify the wait period after all the consecutive connection attempts
47 Retry Wait (specified in the Consecutive Connection Attempts field ) fail. After this
48 Period (min) wait period the SMS Manager will retry to connect with the SMSC using
49 value specified in Consecutive Connection Attempts field.
50 You can specify values between 5 to 30. The default value is 5 minutes.
51
52
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01 Edit SMPP connection page field descriptions
02
03
04 Field or Description
05 Button
06 Consecutive Use to specify the number of consecutive attempts to bind to SMSC in
07 Connection case of a connection failure. You can specify values between 1 to 5. The
08 Attempts default value is 1.
09 Consecutive Use to specify the time interval to wait before trying to reconnect. You can
10 Attempt specify values between 10 to 180. The default value is 10 seconds.
11 Interval (sec)
12
Service Type Use to indicate the SMS Application service associated with the message.
13 The generic service types are listed below:
14
15 • ” “(NULL): Default
16 • “CMT”: Cellular Messaging
17
• “CPT”: Cellular Paging
18
19 • “VMN”: Voice Mail Notification
20 • “VMA”: Voice Mail Alerting
21
22 • “WAP”: Wireless Application Protocol
23 • “USSD”: Unstructured Supplementary Services Data
24 Refer to the SMPP 3.4 specifications for additional details.
25
26 ESM Class Use to indicate special message attributes associated with the short
27 message.
28 Refer to the SMPP 3.4 specifications for additional details.
29 Protocol ID Can be set as:
30
• GSM
31
32 • ANSI-136 (TDMA)
33 • IS-95 (CDMA)
34
35 Refer to the SMPP 3.4 specifications for additional details.
36 Priority Flag Allows the originating SME to assign a priority level to the short message.
37 Four priority levels are supported:
38 • 0: Level 0 (lowest) priority
39
40 • 1: Level 1 priority
41 • 2: Level 2 priority
42
• 3: Level 3 (highest) priority
43
44 Refer to the SMPP 3.4 specifications for additional details.
45 Registered Use to request an SMSC delivery receipt and/or SME originated
46 Delivery acknowledgements.
47 Refer to the SMPP 3.4 specifications for additional details.
48
49 Validity It can be defined in minutes; ranging from 0 to 4320. This is relative value
Period for SMSC.
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01 System Configuration
02
03
04 Field or Description
05 Button
06 Refer to the SMPP 3.4 specifications for additional details.
07 Long SMS As per the SMPP specifications you can send a long SMS in one of the
08 Sending following ways:
09 Process
10 • Break them into multiple parts (segmentation) or send them in one shot
using the optional parameter MESSAGE_SEGMENTATION
11
12 • Use MESSAGE_PAYLOAD to send all the data in one SMS.
13 Check with your service provider for the ability to send as single SMS or
14 multiple SMS.
15
16 Save Use to save the SMPP connection.
17
18 Note:
19 Consult with your SMSC/Service Provider for exact values of all fields.
20
21
22
23
24
25 Editing SMPP connection
26
27
28
1. In the left pane, select System Configuration > SMS Servers > SMPP
29
Connections.
30
31 2. From the list of existing connections, click the connection you want to edit.
32 3. Specify the mandatory information in all the fields.
33
34 4. Use the Display additional fields selection check box to display more fields.
35 5. Specify the values for all the fields. You can chose to keep the default values.
36
37 6. Click Save to make the changes permanent.
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01 Deleting SMPP connection
02
03
04
05
06
07 Deleting SMPP connection
08
09
10
11 1. In the left pane, select System Configuration > SMS Servers > SMPP
12 Connections.
13 2. Click the icon of the SMPP connection that you want to delete.
14
15
16
17
18
19
20
SMS Manager page field descriptions
21 Use this page to manage the SMS server.
22
23
24 Field Description
25 Selection Use this selection check box to select the SMS server you want to start, stop,
26 check box or refresh.
27
28 SMS A unique identifier for the SMS server.
29 Server
Name
30
31 IP Address Displays the IP address of the SMS server.
32
Status Displays the status of the SMS server.
33
34 Start Use to start the SMS server.
35 Stop Use to stop the SMS server.
36
37 Refresh Use to refresh the status of the SMS server.
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01 System Configuration
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01
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05
06
07
Chapter 5: Adding e-mail servers
08
09
10
11
12
From the left pane, select System Configuration > VPMS Servers.
13
14 Refer to Voice Portal 5.1 documentation for details on adding e-mail servers.
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01 Adding e-mail servers
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01
02
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06
07
Chapter 6: Licensing
08
09
10
11
12
13
14 Licensing page field descriptions
15
16 The Voice Portal Management System (VPMS) contacts an Avaya WebLM server on a regular
17 basis to determine the number of licenses that are authorized for the system.
18 POM VPMS Plug- in gets the licenses from Voice Portal and distributes them periodically and
19 equally between all online POM servers.
20
21 This page displays the Proactive Outreach Manager server license information. You can edit
22 only the Maximum Outbound Ports. Other fields are not editable.
23
24
25 Field or Button Description
26 Email Boolean value. If you have configured e-mail server or are using e-mail
27 Connections channel, value is 1, else 0.
28 By default, 5000 connections are created. The number is related to the
29 Voice Portal licenses.
30 Maximum Displays the number of ports configured for outbound calls. You can
31 Outbound configure up to 5000 ports.
32 Ports
33 Important:
34 Avaya recommends that you configure outbound ports equal to or less
35 than the telephony ports configured in Voice Portal.
36 SMS Boolean value. If you have configured SMS server or are using SMS
37 Connections channel, value is 1, else 0.
38 By default, 5000 connections are created. The number is related to the
39 Voice Portal licenses.
40 Version Current version of POM.
41
42 Last The timestamp of the last successful instance of POM poller.
43 Successful
44 Poll
45 Last Changed The timestamp when the last changes are made.
46
47 icon Use to edit the license information.
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01 Licensing
02
03
04
05
06
07 POM license settings page field descriptions
08
09
10 Field or Button Description
11 Maximum You can change the number of voice ports.
12 Outbound
• Minimum: The minimum number of voice ports required.
13 Ports
14 • Maximum: The maximum number of voice ports required.
15
Save Use to save the settings.
16
17 Apply Use to apply the settings.
18
19
20
21
22
23
Editing POM license settings
24 You can change number of outbound ports you want to configure.
25
26
27
28 1. From the left pane, select Security > Licensing.
29 2. Click the icon from the POM license information.
30
31 3. Specify the number of outbound ports you want to configure.
32 4. Click Save to save the changes to the license information.
33
34 5. Click Apply to apply the changes to the license information.
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01
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Chapter 7: Reports
08
09
10
11
12
13
14 About reports
15
16 Use the VPMS interface to generate and view reports. You need to configure the reports using
17 the VPMS. For configuring, printing and exporting the reports refer to the Voice Portal 5.1
18 documentation.
19
20
21
22
23 Standard reports
24
25
26
27
28 Campaign Detail (Filters) page field descriptions
29
30 For any campaign that you select, this report displays the contact attempt history related to
31 the specific campaign. You can generate this report as a .xls or .pdf file. This file can contain
32 huge amounts of data related to the executed jobs.
33
34 Field or Description
35 Button
36 Date and Time: Use the option buttons to select any of the values.
37
Predefined Use the drop-down list to select from the following:
38 Values
39 • All Dates and Times
40 • Today
41
42 • Yesterday
43 • This Week
44 • Last Week
45
46 • This Month
47 • Last Month
48
49 Last Enter the number of days or hours in the associated text field, then select
50 Days or Hours from the associated drop-down list. You can enter a whole
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01 Reports
02
03
04 Field or Description
05 Button
06 number from 1 to 99. The number of days is calculated from midnight to
07 11:59 p.m.
08 Between Limits the report to a specified range of dates. The default range covers a
09 seven day time span that ends with the current date and time. You can
10 specify a Start Date and a End Date.
11
Optional Filters: Use the drop-down list to select from the following:
12
13
Note:
14
If you do not chose any of the optional filters, the report is generated with all the default
15 values for the optional filters.
16
17 Campaign Displays the names of all existing campaigns.
18 Name
19 Channel Type Displays all the three channels used for communication. You can choose
20 to select one or more than one channels for communication for a particular
21 campaign.
22 POM Server Displays all the active POM servers in the network. You can choose to
23 select one or more servers available in the network.
24
25 System Displays all the system completion codes.
26 Completion
Code
27
28 Custom Displays all the custom completion codes.
29 Completion
30 Code
31 Filters from Specify if you have set any filters from custom report.
32 Custom
33 Report Note:
34 TheVoice Portal reporting database and POM database must be co-
35 located in order to have POM filters in the Voice Portal standard reports.
36 Reset Use the link to reset all the filters to default values.
37
38
39
40
41
42
Generating POM campaign detail report
43
44
45 1. In the left pane, select Reports > Standard.
46
47 2. Click on the POM Campaign Detail link to specify the filters.
48 3. Choose the applicable filters and click OK.
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01 Standard reports
02
03
04 Depending on the filters you select, you will see the report fields.
05
06
07
08
09 Campaign Detail report page field descriptions
10
11
Note:
12
13 You may see more or less number of fields depending on the filters, you select during report
generation.
14
15
16 Field or Button Description
17 Print Use this to print the report. For details on printing, refer to Voice Portal 5.1
18 documentation.
19
20 Import Use this to print the report. For details on printing, refer to “Voice Portal “
21 5.1 documentation.
22 ID Displays the ID.
23
Campaign Displays the name of the campaign.
24
Name
25
26 Job ID Displays the job ID.
27 Contact ID Displays the contact ID
28
29 First Name Displays the first name of the contact.
30 Last Name Displays the last name of the contact.
31
32 Address Displays the address of the contact.
33 Channel Type Displays the channel of communication used in the campaign. Channel
34 type can be either voice, SMS, or e-mail.
35
36 Completion Displays the completion codes used in the campaign.
Code
37
38 POM Server Displays the POM server name.
39 Name
40 Session ID Displays the session ID.
41
42 POM Session Displays the POM session ID.
43 ID
44 Contact Displays the time stamp when the contact was first attempted.
45 Attempt Time
46
Call Start Time If CCA is off , this time inidcates when POM receives the Call_Answered
47
disposition for a voice call, and the application assigned is kicked off.
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01 Reports
02
03
04 Field or Button Description
05 If CCA is on, this time indicates when POM receives either the
06 Answer_Human or Answer_Machine disposition, and the application is
07 kicked off.
08 In case POM receives the disposition Disconnected_By_User, the call
09 start time is not populated, since the call is hung up before CCA could
complete.
10
11 Call Displays the time duration when the call was completed.
12 Completion
13 Time
14 Ring Back Displays the ring back time.
15 Start Time
16
17 Last NW Displays the last network disposition time.
18 Disposition
Time
19
20
21 You can see the total number of records at the bottom of the report.
22
23 Note:
24 You can view maximum 10,000 records at any given point of time.
25
26
27
28
29 Campaign Summary (Filters) page field descriptions
30
31 This report gives a high-level summary about the campaigns. The report displays the campaign
32 name, priority of the campaign, type of campaign and contact strategy name along with
33 schedule ID, job start time, job finish time, job finish reason, total Call Attempts, total SMS
34 Attempts, and total e-mail Attempts.
35
36 Field or Description
37 Button
38 Date and Time: Use the option buttons to select any of the values.
39 Predefined Use the drop-down list to select from the following:
40 Values
41 • All Dates and Times
42 • Today
43
• Yesterday
44
45 • This Week
46 • Last Week
47
48 • This Month
49 • Last Month
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01 Standard reports
02
03
04 Field or Description
05 Button
06 Last Enter that number of days or hours in the associated text field, then select
07 Days or Hours from the associated drop-down list. You can enter a whole
08 number from 1 to 99. The number of days is calculated from midnight to
09 11:59 p.m.
10 Between Limits the report to a specified range of dates. The default range covers a
11 seven day time span that ends with the current date and time. You can
12 specify a Start Date and a End Date.
13 Optional Use to specify the optional filters you want to chose for the report.
14 Filters
15 Note:
16 If you do not chose any of the optional filters, the report will be generated
17 with all the default values selected for the optional filters.
18
Campaign Displays the names of all existing campaigns.
19 Name
20
21
22
23
24 Generating POM campaign summary report
25
26
27
1. In the left pane, select Reports > Standard.
28
29 2. Click on the POM Campaign Summary link to specify the filters.
30
3. Choose the applicable filters and click OK.
31
32 Depending on the filters you select, you will see the report fields.
33
34
35
36
37
38 Campaign Summary report page field descriptions
39
40
Note:
41
42 You may see more or less number of fields depending on the filters, you had earlier selected
during report generation.
43
44 During report generation, if you change any of the fields like Campaign Priority, or Strategy
45 Name, the report is generated based on the new values.
46
47 Field or Button Description
48
49 Print Use this to print the report. For details on printing, refer to “Voice Portal “
5.1 documentation.
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01 Reports
02
03
04 Field or Button Description
05 Import Use this to print the report. For details on printing, refer to “Voice Portal “
06 5.1 documentation.
07 Campaign Displays the campaign name.
08 Name
09
10 Campaign Displays the campaign priority, where 1 is lowest and 10 is highest priority.
11 Priority
12 Strategy Displays the strategy name.
13 Name
14
Campaign Displays the campaign type, where 0 is finite campaign, 1 is infinite with
15 Type contacts, and 2 is infinite without contacts.
16
17 Schedule ID Displays the schedule ID.
18 Job ID Displays the job ID.
19
20 Job Start Time Displays the start time of the job.
21 Job Finish Displays the end time of the job.
22 Time
23
24 Job Finish Displays the reason of job end.
Reason
25
26 Call Attempts Displays the number of call attempts made for the particular campaign.
27
Email Displays the number of e-mail messages sent for the particular campaign.
28 Attempts
29
30 SMS Attempts Displays the number of SMSes sent for the particular campaign.
31 Campaign Displays a chart of the campaign summary, where number of contacts
32 Summary attempted is plotted on Y axis and number of jobs selected is plotted on
33 Chart X axis.
34
35 You can see the total number of records at the bottom of the report.
36
37
38 Note:
39 You can view maximum 10,000 records at any given point of time.
40
41
42
43 Completion Code Summary (Filters) page field descriptions
44 This report gives a high level summary of the completion codes used for the campaigns. The
45 report displays the campaign name, campaign type, campaign priority, contact strategy,
46 schedule ID, job start time, job finish time, completion code and total contacts.
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01 Standard reports
02
03
04 Field or Description
05 Button
06 Date and Time: Use the option buttons to select any of the values.
07 Predefined Use the drop-down list to select from the following:
08 Values
09 • All Dates and Times
10 • Today
11
• Yesterday
12
13 • This Week
14 • Last Week
15
16 • This Month
17 • Last Month
18
19 Last Enter that number of days or hours in the associated text field, then select
Days or Hours from the associated drop-down list. You can enter a whole
20 number from 1 to 99. The number of days is calculated from midnight to
21 11:59 p.m.
22
23 Between Limits the report to a specified range of dates. The default range covers a
24 seven day time span that ends with the current date and time. You can
25 specify a Start Date and a End Date.
26 Optional Use to specify the optional filters you want for the report.
27 Filters
28 Note:
29 If you do not chose any of the optional filters, the report will be generated
30 with all the default values selected for the optional filters.
31 Campaign Displays the names of all existing campaigns.
32 Name
33
34
35
36
37 Generating POM completion code summary report
38
39
40
41 1. In the left pane, select Reports > Standard.
42 2. Click on the POM Completion Code Summary link to specify the filters.
43
44 3. Choose the applicable filters and click OK.
45 Depending on the filters you chose, you will see the report fields.
46
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01 Reports
02
03
04
05
06 Completion Code Summary report page field descriptions
07
08 Note:
09
10 You may see more or less number of fields depending on the filters, you had earlier selected
during report generation.
11
12 During report generation, if you change any of the fields like Campaign Priority, or Strategy
13 Name, the report is generated based on the new values.
14
15 Field or Description
16 Button
17
Print Use this to print the report. For details on printing, refer to “Voice Portal ”
18 5.1 documentation.
19
20 Import Use this to print the report. For details on printing, refer to “Voice Portal “
21 5.1 documentation.
22 Campaign Displays the campaign name.
23 Name
24
25 Campaign Displays the campaign priority, where 1 is lowest and 10 is highest priority.
Priority
26
27 Strategy Displays the strategy name.
28 Name
29 Campaign Displays the campaign type, where 0 is finite, 1 is infinite with contacts,
30 Type and 2 is infinite without contacts.
31
32 Schedule ID Displays the schedule ID.
33 Job ID Displays the job ID.
34
35 Job Start Displays the start time of the job.
Time
36
37 Job Finish Displays the end time of the job
38 Time
39 Completion Displays the completion codes used for the campaign.
40 Code
41
42 Total Displays the total contacts for the campaign.
43 Contacts
44 Completion Displays the chart of the completion code summary, where total number
45 Code of completion codes is plotted on Y axis and all selected jobs are plotted
46 Summary on X axis.
47 Chart
48
49 You can see the total number of records at the bottom of the report.
50
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01 Standard reports
02
03
04
Note:
05
06 You can view maximum 10,000 records at any given point of time.
07
08
09
10 Completion Code Trend (Filters) page field descriptions
11
12 This report gives an hourly trend for every completion codes for each job of the selected
13 campaigns. The report displays the campaign name, campaign type, campaign priority, contact
14 strategy, schedule ID, job start time, trend ID, trend start time, completion code, and total count.
15
16 Field or Description
17 Button
18 Date and Time: Use the option buttons to select any of the values.
19
20 Predefined Use the drop-down list to select from the following:
21 Values
• All Dates and Times
22
• Today
23
24 • Yesterday
25 • This Week
26
27 • Last Week
28 • This Month
29 • Last Month
30
31 Last Enter that number of days or hours in the associated text field, then select
32 Days or Hours from the associated drop-down list. You can enter a whole
33 number from 1 to 99. The number of days is calculated from midnight to
34 11:59 p.m.
35 Between Limits the report to a specified range of dates. The default range covers a
36 seven day time span that ends with the current date and time. You can
37 specify a Start Date and a End Date.
38
Optional Use to specify the optional filter you want for the report.
39 Filters
40 Note:
41 If you do not chose any of the optional filters, the report will be generated
42 with all the default values selected for the optional filters.
43
Campaign Displays the names of all existing campaigns.
44
Name
45
46
47
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01 Reports
02
03
04
05
06 Generating POM completion code trend report
07
08
09
1. In the left pane, select Reports > Standard.
10
11 2. Click on the POM Completion Code Trend link to specify the filters.
12 3. Choose the applicable filters and click OK.
13
14 Depending on the filters you chose, you will see the report fields.
15
16
17
18
19
20 Completion Code Trend report page field descriptions
21
22
Note:
23
24 You may see more or less number of fields depending on the filters, you had earlier selected
during report generation.
25
26
27 Field or Description
28 Button
29 Print Use this to print the report. For details on printing, refer to Voice Portal 5.1
30 documentation.
31
Import Use this to print the report. For details on printing, refer to Voice Portal 5.1
32
documentation.
33
34 Campaign Displays campaign name
35 Name
36 Campaign Displays campaign priority, where 1 is lowest and 10 is highest priority
37 Priority
38
39 Strategy Displays strategy name
40 Name
41 Campaign Displays campaign type, where 0 is finite, 1 is infinite with contacts, and
42 Type 2 is infinite without contacts
43
Schedule ID Displays the schedule ID
44
45 Job ID Displays the job ID
46 Job Start Displays the start time of the job
47 Time
48
49 Trend ID Displays the trend ID
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01 Custom Reports
02
03
04 Field or Description
05 Button
06 Trend Start Displays the start time of the trend
07 Time
08 Completion Displays all the completion codes used for the campaign
09 Code
10
11 Total Count Displays the total count of contacts for the campaign
12 Completion Displays the completion code trend chart, where total number of contacts
13 Code Trend attempted is plotted on Y axis and different completion codes in different
14 Chart trend intervals is plotted on X axis
15
16
17 You can see the total number of records at the bottom of the report.
18
19 Note:
20 You can view maximum 10,000 records at any given point of time.
21
22
23
24
25 Custom Reports
26
27
28
29
30 About custom reports
31
You can generate customized reports for your specific requirements. You must select a
32
standard report or an existing custom report format as a base for generating the custom report.
33
The custom report uses the standard set of filters. You can change the selection of filters to
34
suite your requirements.
35
36 Prior to generating a report, you can also click the Report Name link on the Custom Reports
37 page to view and edit the saved filter and column values.
38
39 The different custom reports that you can generate are :
40 • Custom POM Campaign Detail Report
41
42 • Custom POM Campaign Summary Report
43 • Custom POM Completion Code Summary Report
44
45 • Custom POM Completion Code Trend Summary Report
46
47 Note:
48 You cannot change the source report and the report name while editing the custom report
49 filters.
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01 Reports
02
03
04
05
06 Add custom report page field descriptions
07
08
09 Field or Description
10 Button
11 Select a source report:
12
13 Standard Use this drop-down list to select one of the standard reports which you
14 Reports want to customize.
15 Custom If you have generated any custom report earlier, you can select it from the
16 Reports drop-down list.
17
Report Name Specify the name of the report. It is mandatory to specify a name.
18
19 Date and Time:
20
Predefined Use the drop-down list to select from the following:
21 Values
22 • All Dates and Times
23 • Today
24
25 • Yesterday
26 • This Week
27 • Last Week
28
29 • This Month
30 • Last Month
31
32 Last Enter the number of days or hours in the associated text field, then select
33 Days or Hours from the associated drop-down list. You can enter a whole
number from 1 to 99. The number of days is calculated from midnight to
34
11:59 p.m.
35
36 Between Limits the report to a specified range of dates. The default range covers a
37 seven day time span that ends with the current date and time. You can
38 specify a Start Date and a End Date.
39 Optional Filters: Use the drop-down list to select from the following:
40
41 MPP Displays the list of MPP servers.
42 Application Displays the list of applications.
43
44 Reset Use this link to reset all the filters to default.
45 More Use this link to display more optional filters.
46
Originating Use this to specify the originating number.
47
Number
48
49 Destination Use this to specify the destination number.
50 Number
51
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53
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01 Custom Reports
02
03
04 Field or Description
05 Button
06 Call Type Use the drop-down list to select from the following:
07 • All Values
08
09 • Inbound
10 • Outbound
11
12 Duration Time specified in seconds. Can be specified as:
13 • Less than
14 • Equal to
15
16 • More than
17 End Type Can be specified as:
18
19 • Near End Disconnect
20 • Transfer
21
• Far End Disconnect
22
23 • Interrupted
24 • Not Routed
25
26 • No Resource
27 • Session Manager Error
28
29 End Details Specify the end details of the report.
30 Port Specify the port number.
31
Reason Code Can be specified as:
32
33 • No Resource
34 • Busy
35
36 • No answer
37 • Network Busy
38 • No Route
39
40 • Network Disconnect
41 • Unknown
42
• Near End Disconnect
43
44 • Far End Disconnect
45 • Transferred
46
47 • Internal Error
48 Redirected Specify the redirect number.
49 Number
50
51
52
53
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01 Reports
02
03
04 Field or Description
05 Button
06 Switch Proxy Specify the proxy address of the switch.
07 Switch Specify the switch encryption.
08 Encryption
09
10 Switch Can be specified as:
11 Protocol
• H.323
12
• SIP
13
14 • SIPS
15
Time Until Can be specified in milliseconds as:
16 Call
17 Connected
• Less than
18 • Equal to
19
20 • More than
21 First Prompt Can be specified in milliseconds as:
22 Latency
• Less than
23
24 • Equal to
25 • More than
26
27 Call ID Use to specify the call ID.
28 Session ID Use to specify the session ID.
29
30 UCID Use to specify the UCID.
31 Audio/Video Filters:
32
33 Audio Codec Use to specify the audio codec.
34 Video Codec Use to specify the video codec.
35
36 Video Frame Can be specified in Frame Per Second (FPS) as:
37 Rate
• Less than
38
• Equal to
39
40 • More than
41
Video Bit Rate Can be specified as:
42
43 • Less than
44 • Equal to
45
• More than
46
47 Video Screen Can be specified as:
48 Size
49
50
51
52
53
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01 Custom Reports
02
03
04 Field or Description
05 Button
06 • Less than
07
• Equal to
08
09 • More than
10
RTP Filters
11
12 MPP Can be specified as:
13 Observed
• Less than
14 Jitter
15 • Equal to
16 • More than
17
18 Number of Can be specified as:
19 Packets MPP
• Less than
Lost
20
• Equal to
21
22 • More than
23 Number of Can be specified as:
24 Packets MPP
25 Received
• Less than
26 • Equal to
27
• More than
28
29 Run Trip Time Can be specified in milliseconds as:
30 MPP to Far
• Less than
31 End
32 • Equal to
33 • More than
34
35 Far End Can be specified as:
36 Reported
• Less than
37 Jitter
38 • Equal to
39 • More than
40
41 Number of Can be specified as:
Packets Far
42 • Less than
End Lost
43 • Equal to
44
45 • More than
46 Number of Can be specified as:
47 Packets MPP
48 Sent
49
50
51
52
53
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01 Reports
02
03
04 Field or Description
05 Button
06 • Less than
07
• Equal to
08
09 • More than
10
Originating Can be specified as:
11 Number
12 Count
• Less than
13 • Equal to
14
15 • More than
16 Filters From If you have any custom report created, select it from the drop-down.
17 Custom
18 Report
19
Report Type: You can summarize the report type by:
20
21 Application Use to summarize the report based on application name.
22
Day Use to summarize the report based for a specific day.
23
24 Duration Use to summarize the report based on time duration.
25 End Type Use to summarize the report based on end type.
26
27 Hour of Day Use to summarize the report based on hour of the day.
28 MPP Use to summarize the report based on the MPP server.
29
30 MPP Port Use to summarize the report based on the MPP port.
31 Utilization
32 RTP Statistics Use to summarize the report based on the RTP status.
33
OK Use to generate a report based on the filters you selected.
34
35 Save Use to save the settings.
36
Cancel Use to cancel the custom report add operation.
37
38
39
40
41 Custom POM campaign detail report page field descriptions
42
43 Use this page to generate a customized POM campaign detail report.
44
45 Field or Description
Button
46
47 Date and Time: Use the option buttons to select any of the values.
48 Predefined Use the drop-down to select from the following:
49 Values
50
51
52
53
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01 Custom Reports
02
03
04 Field or Description
05 Button
06 • All Dates and Times
07
• Today
08
09 • Yesterday
10 • This Week
11
12 • Last Week
13 • This Month
14 • Last Month
15
16 Last Enter the number of days or hours in the associated text field, then select
17 Days or Hours from the associated drop-down list. You can enter a whole
18 number from 1 to 99. The number of days is calculated from midnight to
19 11:59 p.m.
20 Between Limits the report to a specified range of dates. The default range covers a
21 seven day time span that ends with the current date and time. You can
22 specify a Start Date and a End Date
23
Optional Filters: Use any of the drop-down boxes to specify a value.
24
25 Campaign Lists the names of all existing campaigns
26 Name
27 Channel Type Displays all the three channels used for communication. You can choose
28 to select one or more than one channels for communication for a particular
29 campaign.
30
31 POM Server Displays all the active POM servers in the network. You can choose to
select one or more POM servers available in the network.
32
33 System Displays all the system completion codes.
34 Completion
35 Code
36 Custom Displays all the custom completion codes.
37 Completion
38 Code
39
Filters from Specify if you have set any filters from custom report.
40
Custom
41 Report
42
43 Reset Use the link to reset all the filters to default values.
44
45
46
47
48
49
50
51
52
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01 Reports
02
03
04
05
06 Generating custom POM campaign detail report
07
08
09
1. In the left pane, select Reports > Custom.
10
11 2. Click Add.
12 3. Select the POM Campaign Detail Report from the Standard Reports drop-down.
13
14 4. Specify a Report Name.
15 5. Specify the Date and Time settings.
16
17 6. Specify the Optional Filters you want to use.
18 7. Click More in case you want additional optional filters.
19
20 8. Specify the summary type from Summarize By list.
21 9. Click OK to generate the report.
22
23 10. Click Save to save the report.
24
25
26
27
28 Custom campaign summary report page descriptions
29
30 Use this page to generate a customized campaign summary report.
31
32 Field or Description
33 Button
34 Date and Time: Use the option buttons to select any of the values.
35 Predefined Use the drop down box to chose from:
36 Values
37 • All Dates and Times
38 • Today
39
• Yesterday
40
41 • This Week
42 • Last Week
43
44 • This Month
45 • Last Month
46
47 Last Enter that number of days or hours in the associated text field, then select
Days or Hours from the associated drop-down list. You can enter a whole
48
number from 1 to 99. The number of days is calculated from midnight to
49 11:59 p.m.
50
51
52
53
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01 Custom Reports
02
03
04 Field or Description
05 Button
06 Between Limits the report to a specified range of dates. The default range covers a
07 seven day time span that ends with the current date and time. You can
08 specify a Start Date and a End Date
09 Optional Use to specify a value.
10 Filters
11
Campaign Displays the names of all existing campaigns.
12
Name
13
14
15
16
17
18 Generating custom POM campaign summary report
19
20
21 1. In the left pane, select Reports > Custom.
22
23 2. Click Add.
24 3. Select the POM Campaign Summary Report from the Standard Reports drop-
25 down.
26
27 4. Specify a Report Name.
28 5. Specify the Date and Time settings.
29
30 6. Specify the Optional Filters you want to use.
31 7. Click OK to generate the report.
32
33 8. Click Save to save the report.
34
35
36
37
38 Custom completion code summary report page field descriptions
39
40 Use this page to generate a customized completion code summary report.
41
42 Field or Description
Button
43
44 Date and Time: Use the option buttons to select any of the values.
45 Predefined Use the drop-down to select from the following::
46 Values
47 • All Dates and Times
48 • Today
49
• Yesterday
50
51
52
53
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01 Reports
02
03
04 Field or Description
05 Button
06 • This Week
07
• Last Week
08
09 • This Month
10 • Last Month
11
12 Last Enter that number of days or hours in the associated text field, then select
13 Days or Hours from the associated drop-down list. You can enter a whole
14 number from 1 to 99. The number of days is calculated from midnight to
15 11:59 p.m.
16 Between Limits the report to a specified range of dates. The default range covers a
17 seven day time span that ends with the current date and time. You can
18 specify a Start Date and a End Date
19 Optional Use to specify a value.
20 Filters
21
22 Campaign Displays the names of all existing campaigns.
23 Name
24
25
26
27
28 Generating custom POM completion code summary report
29
30
31
1. In the left pane, select Reports > Custom.
32
33 2. Click Add.
34
3. Select the POM Completion Code Summary Report from the Standard Reports
35
drop-down.
36
37 4. Specify a Report Name.
38 5. Specify the Date and Time settings.
39
40 6. Specify the Optional Filters you want to use.
41 7. Click OK to generate the report.
42
43 8. Click Save to save the report.
44
45
46
47
48 Custom completion code trend report page field descriptions
49
50 Use this page to generate a customized completion code trend report.
51
52
53
54
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01 Custom Reports
02
03
04 Field or Description
05 Button
06 Date and Time: Use the option buttons to select any of the values.
07 Predefined Use the drop-down to select from the following:
08 Values
09 • All Dates and Times
10 • Today
11
• Yesterday
12
13 • This Week
14 • Last Week
15
16 • This Month
17 • Last Month
18
19 Last Enter that number of days or hours in the associated text field, then select
Days or Hours from the associated drop-down list. You can enter a whole
20 number from 1 to 99. The number of days is calculated from midnight to
21 11:59 p.m.
22
23 Between Limits the report to a specified range of dates. The default range covers a
24 seven day time span that ends with the current date and time. You can
25 specify a Start Date and a End Date
26 Optional Use to specify a value.
27 Filters
28
Campaign Displays the names of all existing campaigns.
29 Name
30
31
32
33
34
35
Generating POM custom completion code trend report
36
37
38 1. In the left pane, select Reports > Custom.
39
40 2. Click Add.
41 3. Select the POM Completion Code Trend Report from the Standard Reports drop-
42 down.
43
44 4. Specify a Report Name.
45 5. Specify the Date and Time settings.
46
47 6. Specify the Optional Filters you want to use.
48
49
50
51
52
53
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01 Reports
02
03
04 7. Click OK to generate the report.
05 8. Click Save to save the report.
06
07
08
09
10
11 Scheduled Reports
12
13
14
15
16 About Scheduled reports
17
18 You can schedule the generation of the standard or the custom reports to occur on a periodic or
19 one time basis. You can receive the report output as an e-mail attachment, or access it through
20 the secure links in the e-mail notification, RSS feeds or by logging into the Voice Portal
21 Management System (VPMS).
22 You can optionally set Record Threshold restriction value when scheduling a report. Setting
23 this restriction generates a notification only when the total record count reaches the specified
24 minimum value.
25
26 Using the Scheduled Reports page, you can add, edit, or delete a scheduled report. You can
27 also view and export the report output for a specified report or all the reports.
28
29 The Scheduled Reports page is distributed in two tabs:
30 • Schedules: Use the Schedules tab to view, add, edit, or delete a scheduled report. You
31 can also view and export the details regarding the output and history for a specific
32 scheduled reports by clicking the icon on this tabbed page.
33
34 • Outputs: Use the Outputs tab to view the details regarding the output and history for all
35 the scheduled reports. You can export the report outputs by clicking the icon on this
36 tabbed page.
37
38
39
40 Scheduling reports
41
42
43
44 1. From the left pane, select Reports > Scheduled.
45
2. On the Scheduled Reports page, click Add.
46
47 3. On the Add Scheduled Report page, select a source report that you want to
48 schedule, from the Standard Reports or the Custom Reports lists.
49
4. Enter the filter criteria that you want to use
50
51
52
53
54
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01 Scheduled Reports
02
03
04 5. Specify the date and time for the scheduling, notification method that you want to
05 use, and the record threshold restriction value.
06 6. Specify the Output Type for the scheduled report. You can select one of the .xls, .pdf,
07 and .csv options.
08
7. Click Save.
09
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
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01 Reports
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
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01
02
03
04
05
06
07
Chapter 8: POM Configuration
08
09
10
11
12
13
14 About POM configuration
15
16 Use this page to add, delete, update, and delete information about contacts, campaigns,
17 campaign restrictions, configurations and POM servers.
18
19
20
21
22
23 Campaigns
24
25
26
27 About campaigns
28
29 A campaign helps in delivering a specific message to all contacts in the database through
30 selected channels (e-mail, SMS, and voice).
31
32 You can run a campaign either as a single instance, or as multiple instances. For example, a
33 birthday campaign running daily, or a salary notification campaign running each month.
34 A campaign can be finite with end criteria clearly defined, or can be infinite with no finish criteria
35 defined.
36
37 You can schedule the finite campaigns to run as one time or recurring, and infinite campaigns to
38 run as one time. You must explicitly terminate the infinite campaigns.
39
40 Campaign termination can be either manual, goal based, completion code based, natural, or
41 finish by time.
42
43
44 Campaigns page field descriptions
45
46 Use this page to create, edit, delete campaigns. You can also use the Save As option to create
47 campaigns based on existing campaigns.
48
49
50
51
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01 POM Configuration
02
03
04 Field or Description
05 Button
06 Name Displays the existing campaigns.
07 Type Displays the type of campaigns as finite or infinite.
08
09 Priority Displays the campaign priority. The priority ranges from 1 to 10. For more
10 details on how POM decides the priority, refer to POM ports and
11 licenses on page 70.
12 Contact Displays the campaign strategy used for creating the campaign.
13 Strategy
14
Contact Displays the contact groups you use for creating the campaign.
15 Groups
16
17 Last Executed Displays the job status. If the job is running, displays as In Progress and
18 if no job is running, then displays the start time of the last job.
19 Actions You can perform the following actions:
20
21 • Click to save an existing campaign with another name.
22 • Click to run the campaign immediately after you create it.
23 The system displays the message:
24 Job has been created for campaign "<campaign name> ".
25 Please go to Campaign Monitor to view the job.
26 If you try to run one more instance of an infinite campaign, the system
displays the message:
27 Job for infinite campaign already exists, so will not
28 create a new campaign job.
29
•
30 Click to schedule the campaign.
31
• Click to delete the campaign.
32
33 Refresh Use to refresh the page contents.
34
35 Add Use to create a new campaign.
36 Strategies Use to go to the strategies page.
37
38 Completion Use to go to completion codes page.
Codes
39
40 Campaign Use to go to the campaign monitor page.
41 Monitor
42
43
44
45
46 POM ports and licenses
47
48 Using POM, you are able to run different campaigns depending on the priority of the campaign
49 you set. The higher the number, the higher is the priority. For running multiple campaigns, POM
50
51
52
53
54
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01 Campaigns
02
03
04 internally distributes the available ports. POM communicates with the License Manager to
05 check the total licenses available.
06 Each online POM Server is allocated part of the total licenses available for POM by the POM
07 VPMS plug-in. Prior to making outbound calls, the Campaign Manager queries the License
08 Manager and gets the total number of licenses available for a job. The availability of licenses
09 for a particular job is determined by License Manager based on the priority of the job and the
10 current allocated licenses to the job. The campaign priority or job priority ranges from 1 to 10,
11 with 1 being lowest and 10 being highest. The following table shows the license availability
12 calculation:
13
14 For example, the total licenses available is 100.
15
16 Active Job ID Campaign or Job Priority
17 1 6
18
19 2 4
20 3 10
21
Total weight (sum of priority of all 20
22
active jobs on POM server)
23
24 Unit ports (Total licenses/ Total 100/20 = 5
25 weight )
26 Max ports that can be allocated to Job ID 30
27 1 ( Unit ports * Priority )
28
29 Max ports that can be allocated to Job ID 20
30 21 ( Unit ports * Priority )
31 Max ports that can be allocated to Job ID 50
32 31 ( Unit ports * Priority )
33
34 As per the table above, if job 1 launches 25 calls, then 25 licenses are allocated. If job 1 requires
35 for more licenses, additional 5 licenses are allocated. So the total licenses allocated for job 1
36 is 30. When all 30 calls are in progress for this job, if it asks for more licenses, the License
37 Manager refuses licenses for the job 1 since it has reached the maximum amount of licenses
38 that can be allocated. The higher the priority of the campaign, more licenses are allocated. If
39 you create a campaign with priority 10, it will get more licenses than a campaign with priority
40 1. Licenses are released when either the call is ended (far end or near end) or a call is
41 transferred to an agent.
42
43 There is a possibility that an error could occur in POMDriver application, or the DD application
44 and it can result in an ungraceful exit. In such cases, the Campaign Director launches a cleanup
45 thread which from time to time looks for such failures and forcefully releases the call. There
46 are two scenarios, where the cleanup thread will release the call:
47
1. Error in the POMDriver application, where the call is in progress, but the MPP
48
crashes. Cleanup thread looks for calls where the calls in progress exceed a certain
49
50 time in minutes, defined in MAX_IN_PROGRESS_TIME_MINUTES. If it finds such
51
52
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01 POM Configuration
02
03
04 calls, the cleanup thread forcefully releases the license engaged for such calls and
05 marks the status of this call as NOT_DIALED so that the call can be dialed again.
06 2. Error in the DD application, where an answering machine or live voice answers the
07 call. The driver application launches the dialog application, but the application does
08 not exit properly, as the application server where the DD application is running,
09 crashes. Cleanup thread looks for calls where the calls in answered state exceed
10 a certain time in minutes, defined in the MAX_CALL_TIME_MINUTES. If it finds
11 such calls, the cleanup thread forcefully releases the license engaged for such calls
12 and updates the call completion time.
13
14
15
16 Save campaign as page field descriptions
17
18 Use this page to create a campaign based on any existing campaign.
19
20 Field or Description
21 Button
22 Save Campaign As:
23 Name Displays the name of the existing campaign, using which you can create
24 a new campaign.
25
26 New Name Use to specify a new name for the campaign.
27
28 Note:
29 It is mandatory to enter a name.
30 Save Use to save the changes.
31
32
33
34
35 Manage campaign schedules page field descriptions
36
37 This page list the schedules associated with the campaigns. You can create, pause and delete
38 schedules.
39
40 Field or Description
41 Button
42 Campaign Summary:
43
44 Name Displays the name of the campaign.
45 Type Displays the type of the campaign as finite or infinite.
46
47 ScheduleId Displays the schedule Id.
48 Type Displays the type.
49
Frequency Displays the frequency of the campaign.
50
51
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01 Campaigns
02
03
04 Field or Description
05 Button
06 Start Time Displays the start time of the campaign.
07 End Time Displays the end time of the campaign.
08
09 Actions You can perform the following actions:
10 • Use the icon to delete the campaigns.
11
12 • Use the icon to pause the campaigns.
13 Add Use to add campaigns to the schedule.
14
15
16
17
18 Campaign information page field descriptions
19
Use this page as a first step for creating campaigns.
20
21
22 Field or Description
23 Button
24 Campaign Information:
25
26 Name A unique identifier for the campaign.
27 Descriptio A short description of the campaign or the purpose of the campaign.
28 n
29
30 Campaign The campaign priority can be decided using the values from the drop-down
Priority list.
31
32
Note:
33
You can specify values from 1 to 10. The higher the number, the higher
34 priority for the campaign.
35
36 Contact Use a pre-defined contact strategy for the campaign. The drop-down list
Strategy displays the list of all existing contact strategies.
37
38 Never Use this selection check box to create an infinite campaign. If you select Never
39 Finish Finish, you need to specify if you want to start the job with an Empty contact
40 list.
41 Empty You will see this field only in case of infinite campaigns. Use to start the
42 Contact campaign with no contacts.
43 List
44 Note:
45 If a campaign is in the paused state, selecting the Empty Contact List
46 check box, does not affect the running jobs.
47 Export Contacts
48
49 Export Use to export contacts to a .csv file after the job completes.
50 Contacts
51
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01 POM Configuration
02
03
04 Field or Description
05 Button
06 On
07 Completio
08 n
09 Media:
10
11 Use Voice/ Use to specify whether the campaign uses voice or video media channel. If
Video you select Voice/Video, you need to specify the following values:
12
13 • Select VPMS Server: Select the VPMS server from the list.
14 • Dialing Prefix: Specify the prefix to dial such as the country code, area
15 code.
16
17 • Enable Call Pacing: Use the selection check box to enable the call pacing.
18 Use Short Use the selection check box to specify whether you want to use the SMS
19 Message media channel for the campaign. If you select to use the SMS channel, you
20 Service need to specify:
21 (SMS)
• Select SMS Server: Select the SMS server from the list.
22
23 • SMS Prefix: Specify the prefix to use for the country code, area code.
24 Use Email Use the selection check box to specify whether you want to use the e-mail
25 media channel for the campaign. If you select to use the e-mail channel, you
26 need to specify:
27
28 Select E-mail Server: Select the e-mail server from the list.
29 Contact Use the list to select the contact groups with which you want associate the
30 Groups campaign.
31
32 Previous
Note:
33
34 This option is not active as this is the first page of the campaign creation
wizard.
35
36 Finish Use to finish creating the campaign.
37
38
39
40
41 Campaign contact filtering criteria page field descriptions
42
43 Use this page to configure contact filtering. You can filter and sort the contacts and use these
44 contacts for processing(Call/SMS/Email) while running the campaign. You can provide the
45 contacts associated with a particular contact group or sort on attributes.
46
47 Field or Description
48 Button
49
Contact Record Selection Criteria
50
51
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74 Using Proactive Outreach Manager Draft Copy June 2010
01 Campaigns
02
03
04 Field or Description
05 Button
06 Select a Specify the attribute to filter the data. You can use the drop-down to select the
07 Contact attributes. You can use the icon to add the criteria or select from the drop-
08 Attribute down list. You can also use different operators like greater than, less than,
09 and equal to depending on the attribute you select. For example, for a salary
10 attribute, you can use greater than, less than, or equal to, but for a name
attribute, you can use attributes like equal to or not equal to.
11
12
Note:
13
If you specify more than one attributes, the contacts will be sorted
14 according to the order in which they are specified. For example, you select
15 the salary and the first name attribute. If you mention the filtering criteria
16 as salary greater than 1000 and name equal to John, it will return all the
values which match both of these conditions.
17
18 Sorting Criteria
19 Select a Specify the attribute to sort the data either in ascending or descending order.
20 Contact You can use the icon to add more than one attributes and sort on all of
21 Attribute those attributes.
22
23 Show Use to display the criteria result.
24 Criteria
25 Result
26 Finish Use to finish campaign creation.
27
28
29
30 Campaign completion code association page field descriptions
31
32 Use this to associate the available completion codes with campaign.
33
34
35 Field or Description
36 Button
37 Completion Codes:
38
Available Lists all the available completion codes.
39
Completio
40 n Code List
41
42 Selected Lists the completion codes you selected for the particular campaign. You can
43 Codes List move the completion codes from the available list to the selected list.
44 Finish Use this to finish the campaign creation.
45
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06 Campaign finish criteria page field descriptions
07
Use this page to configure the finish criteria for the campaign.
08
09
Field or Description
10
Button
11
12 Finish By Time
13 Finish Use to specify the time the campaign termination time in hours and minutes.
14 After
15 (Hours:Mi Note:
16 nutes) The value for hours ranges from 0 to 1000 and the value for minute ranges
17 from 0 to 59.
18 Completion Code Based Finish Criteria
19
20 Select a Use to specify the completion code that can be used to terminate the
21 Completio campaign. You can use the icon to select completion codes or use the drop-
22 n Code down list.
23 Goal
24 Based
25 Finish
26 Criteria
27 Select a Use to specify the attribute that can be used to terminate the campaign. You
28 Contact can use the icon to select completion codes or use the drop-down list.
29 Attribute
30
31 Finish Use to finish the campaign creation.
32
33
34
35 Campaign creation wizard summary page field descriptions
36
37 This page displays the summary of the campaign created and basic parameters.
38
39 Field or Description
40 Button
41 Name Displays the campaign name.
42
Descriptio Displays the description of the campaign.
43 n
44
45 Campaign Displays the campaign type as Finite or Infinite.
46 Type
47 Campaign Displays the name of the VPMS server where the campaign is created.
48 VPMS
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04 Field or Description
05 Button
06 Campaign Displays the priority of the campaign.
07 Priority
08 Campaign Displays the campaign strategy name.
09 Strategy
10 Name
11
12
13
14
15 Campaign schedule creation page field descriptions
16
17 Use this page to schedule a campaign. You can specify whether you want a recurring campaign
18 or a run once campaign. You can also set the archival schedules for infinite campaigns.
19
20 Field or Button Description
21 Start Date & Time:
22
23 Date Use to specify the start date for the campaign. You can use the drop-
24 down list to select the month or click on the date picker.
25 Time Use to specify the campaign start time. You can use the drop-down list to
26 select a 12 hour clock or a 24 hour clock.
27
Time Zone Use the drop-down list to specify the time zone.
28
29 Recurring Use the check box to create a recurring campaign. This field is visible only
30 for finite campaigns.
31 Create Use to create the schedule.
32
33 You will see the following fields only in case of infinite campaigns:
34 Archival Schedule Recurrence
35
36 Hourly Use to schedule the infinite campaign to run on hourly basis.
37 Daily Use to schedule the infinite campaign to run on a daily basis at a specific
38 time.
39
40
41
42
43
Creating a campaign (campaign information page)
44
45
46 1. In the left pane, select POM Configuration > Campaigns > Add.
47
48 2. (Required) Specify the Name of the campaign. This is a unique identifier for the
49 campaign.
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03
04 3. Specify the Description for the campaign. You can use specific description to help
05 you identify the purpose of the campaign.
06 4. Specify the Campaign Priority. You can use the values from the drop-down. The
07 permissible values are from 1 to 10.
08
09 Tip:
10 If you want to assign top priority to your campaign, use the highest number while
11 specifying the Campaign Priority. The default priority is 5.
12
13 5. (Required) Specify the Contact Strategy. You can use the values from the drop-
14 down. It will list all the existing contact strategies.
15 6. Select the Never Finish check box if you want to create an infinite campaign.
16
17 7. If you want to export contacts on completion, select the Export Contacts on
18 Completion check box.
19 8. (Required) Specify at least one media channel.
20
21 Field or Description
22 Button
23
Media:
24
25 Use Voice/ • (Required) Select the VPMS server from the list.
26 Video
• Specify the dialing prefix if you want to make outbound calls.
27
28 • Select the Enable Pacing check box if you want to enable call
29 pacing.
30 Use Short
31 • Select SMS Server: Select the SMS server from the list.
Message
32 Service • SMS Prefix: Specify the prefix to use for the country code, area
33 (SMS) code.
34
35 Use Email Select the e-mail server from the list.
36 Contact Select the contact group from the list.
37 Group
38
39 9. Click Cancel to exit without creating the campaign.
40 This is the first step for creating a campaign. The Previous button is disabled.
41
10. Click Next to proceed with campaign creation.
42
43 11. Click Finish to finish the campaign creation.
44 12. Click Help to access help for the particular topic.
45
46
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06 Creating a campaign (contact filtering criteria)
07
You can filter and sort the contact data. This will be used when the campaign is executed.
08
09
10
11 1. (Optional) Specify an attribute you can use for filtering the contact data. Use the
12 drop-down to select from existing contact attributes.
13 a. Click the icon to filter the data based on the attribute.
14 The system displays the selected attribute as a column header in a grid.
15
16 b. Click the button next to the text box.
17 The system displays a Input Criteria dialog box.
18
c. Select the operator from the drop-down list. The operators are:
19
20
Operator Description
21
22 = Equals to
23 != Not equals to
24
25 >= Greater than and greater than equal to
26 <= Lesser than and lesser than equal to
27
28 > Greater than
29 < Lesser than
30
In Value in the specified range
31
32 Between Value specified in the range
33
Like Value similar to or starting from
34
35 isNull Value is null
36
37 Depending on the attribute you select, the list of the operators varies.
38
39 d. You can enter a specific value in the Input Value field. Alternatively, you can
40 select values from the Available Values drop-down list.
41
42 Note:
43 The Available Values drop-down list displays the values as string, but the
44 numeric equivalent is stored in the database.
45 If you select more than one attributes, the condition is treated as AND or OR
46 depending on the way you add attributes.
47
48 For example, if you have selected the following attributes:
49
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02
03
04 company salary dob
05 =DELL >=5000 =$TODAY
06
in Avaya, IBM between 2000 and isNull
07 4000
08
09
10 The criteria applied is:
11 Select records having company as DELL, and salary greater than or equal to
12 5000, and dob is today.
13
OR
14
15 Select records having company as Avaya or IBM, and salary between 2000
16 and 4000, and dob is not specified.
17
2. (Optional) Specify a Contact Attribute you can use to sort the contact data.
18
19 You can sort contact data either in Ascending order or Descending order.
20 3. Click Show Criteria Result to see the results.
21 You can see the number of records returned depending on the criteria you specify.
22
23 4. Click on the number of contacts returned link to see the details of the result set.
24 You will see the following system attribute:
25
26 • Id
27 • First Name
28
• Last Name
29
30 • Phone 1
31
• Phone 2
32
33 • E-mail
34 5. Click Close to close the record result set.
35
36 6. Click Finish to finish campaign creation.
37
38
39
40
41 Creating a campaign (completion codes association)
42
43 You can associate the available completion codes with the campaign.
44
45
46 1. From the Available Completion Code List, select the completion codes you want
47 to associate with the campaign.
48 2. Click Move or Move All depending on the number of completion codes you select,
49 to move to the Selected Completion Code List.
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04 3. Click Cancel to exit without creating a campaign.
05 4. Click Previous to go back.
06
5. Click Next to go to next step for campaign creation.
07
08 6. Click Finish to finish campaign creation..
09
7. Click Help to access help for a particular topic.
10
11
12
13
14
15
16 Creating a campaign (finish criteria)
17 You can configure the finish criteria for the campaigns.
18
19
20
1. Specify the Finish By Time if you want to terminate the campaign at a particular
21
time. For example, you want to terminate the campaign at 9 PM, you can specify
22
the Finish By Time .
23
24 2. Specify a Completion Code Based Finish Criteria if you want to terminate the
25 campaign based on existing completion codes.
26
a. Click the icon to filter the data based on the completion code.
27
28 The system displays the selected completion code as a column header in a grid.
29 b. Click the button next to the text box.
30 The system displays a Input Criteria dialog box.
31
32 c. Select the operator from the drop-down list. Only one operator is available; >
33 (greater than)
34 d. Specify the value in the Input Value field.
35
36 If you select more than one completion codes, the condition will be AND or OR
37 depending on the way you add completion codes.
38 For example, if you have selected the following completion codes:
39
40 Answer_Human Call Busy
41 >300
42
43 >30%
44
45 The criteria applied is:
46
Terminate the campaign when the Answer Human disposition is greater than
47
300.
48
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04 OR
05 Terminate the campaign when the Call Busy disposition count exceeds 30%
06 of total contacts for the job.
07
3. Specify a Goal Based Finish Criteria , when sum of ( specific contact attribute)
08
exceeds certain value. It can be set only for numeric contact attributes.
09
10 a. Click the icon to filter the data based on the completion code.
11 The system displays the selected contact attribute as a column header in a grid.
12
13 b. Click the button next to the text box.
14 The system displays a Input Criteria dialog box.
15
c. Select the operator from the drop-down list. Only one operator is available; sum
16
> (sum greater than)
17
18 d. Specify the value in the Input Value field.
19 If you select more than one contact attributes, the condition will be AND or OR
20 depending on the way you add contact attributes.
21
For example, if you select the paymentamount contact attribute , and specify
22
23 the condition as sum > 30000
24 The criteria applied is:
25 Terminate the campaign when the payment amount collected exceeds 30000.
26
27 This is the last step for creating a campaign. The Next button is disabled.
28 4. Click Finish to create a campaign.
29 The system displays a campaign summary page with all the options.
30
31
32
33
34
35 Contact strategies
36
37
38 About contact strategies
39
40 Contact strategy is mandatory for creating and running campaign. Contact strategy is the
41 backbone of any campaign. It can be created using a Adobe Flash Player 10.0 based editor
42 provided with POM.
43 Contact strategy is created using nodes and each node generates an XML code.
44
45 Use View Source mode in the contact strategy editor to view the XML code.
46 Use contact strategies to define the various actions to be taken on a contact during a campaign.
47 In an action, you can choose the notification channel (voice, sms, or e-mail) and address to
48 notify the contact. The notification channel is mandatory for creating for creating and running
49 any campaign.
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04 You can also specify various rules for contact like timing restrictions and number of retries. You
can specify the applications to be used and/ or the personalized notifications texts to be sent
05 in the contact strategy.
06
07 Use contact strategies to:
08
• Define various channels like voice, SMS, and e-mail, to communicate with the customer.
09
10 • Allow flexibility when using different telephones at different times. For example:
11 - Call Joe at the home telephone from 6 a.m. to 8 a.m.; call the work telephone from
12 8 a.m. to 4p.m, and call the home telephone from 4p.m. to 6 p.m.
13
14 - Send an SMS to Frank's work telephone, wait for 4 hours, and in case of no reply
15 call Frank on the home telephone.
16 • Define the DD applications that you want to play for a live voice and an answering
17 machine. When you use the DD applications, you can give differential treatment
18 depending on whether the call is answered by a live voice, or an answering machine.
19 For example, if a live voice answers the call, the DD application transfers the call to an
20 agent , and if an answering machine answers the call, the DD application plays a
21 notification message.
22
23 • Define the retry parameters for unsuccessful attempts like call busy and ring no answer.
24 • Allow override of global restrictions based on certain opt-ins. For example, if any contact
25 has set a Global restriction to not call a contact registered in the DNC list. Another example
26 is where a contact strategy for ‘Salary notification’ might override the DNC-related global
27 restriction based on the ‘Salary notification opt-in’ field set for each contact.
28 A contact strategy can be in any one of the states; completed (final), draft, or template.
29
30 You can create an entirely new contact strategy, or select one of the templates. The available
31 templates are:
32 • SimpleCall: Use this template to create a call strategy to call the contact on phone 1. If
33 the call result is ANSWER_HUMAN, then POM plays the NotificationText ,
34 MyNotificationText, using AvayaNotify application.
35 • SimpleMail: Use this template to create a mail strategy to send an e-mail message to the
36 contact on the address specified in the E-mail attribute. The message is specified in the
37 EmailNotification property and uses the value in the DefaultLanguage property. POM
38 sends the message using the AvayaNotify application.
39 • SimpleSMS: Use this template to create an SMS strategy to send an SMS to the contact.
40 POM sends the message specified in the SMSNotification property, using AvayaNotify
41 application.
42
43
44
45 Contact strategies page field description
46
47 This page lets you manage the contact strategies.
48
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03
04
05 Field or Description
Button
06
07 Name Displays the existing contact strategies.
08 State Indicates whether the contact strategy is in the draft state or completed state. It
09 also indicates whether the contact strategy is a template or it can be reused.
10
11 Action You can perform the following actions:
12 • Click to delete the contact strategy.
13
• Click to save the contact strategy.
14
15 Add Use to create a new strategy. You see the following fields:
16
• Name: A unique identifier for the contact strategy.
17
18 • Use Template: Use the check box to create a contact strategy based on
19 existing template.
20 • Template: Use the drop-down list to select the template. It lists all the
21 system and custom templates.
22
23 Note:
24 The Template drop-down list is greyed out till you select the Use
25 Template selection check box.
26
27
28
29 Save contact strategy as page field description
30
31 Use this page to create a new contact strategy based on existing strategy using Save As option.
32
33 Field or Description
34 Button
35
Name Displays the name of the existing contact strategy.
36
37 New Name Use to specify a new name for the existing contact strategy.
38 Save Use to save the changes.
39
40 Save As Use to save an existing contact strategy as a template.
41 Template
42
43
44
45 Contact strategy editor page field description
46
47 Use this page to define the contact strategy.
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05 Field or Description
Button
06
07 Hide Tool Use to hide the left pane of the contact strategy editor.
08 Box
09 Show Use to view the source.
10 Source
11
Save Use to save the contact strategy.
12
13
Note:
14
If there are errors in the contact strategy, it is not saved.
15
16 Save Draft Use to save the contact strategy in draft mode, even if there are errors in the
17 contact strategy.
18
19 There are four panes in the contact strategy:
20 • Use the left pane, to see all the nodes and their child nodes.
21
22 • Use the middle pane to drag-and-drop nodes from the left pane, and create a contact
23 strategy.
24 • Use the right pane to view and edit properties of the nodes.
25
• Use the lower pane to view all the logs, warnings and error messages.
26
27 Use the list below to see details for each node.
28
• NotificationText on page 86
29
30 • textItem on page 86
31 • Handler on page 87
32
33 • Call on page 88
34 • Restrictions on page 89
35
• Restrict on page 89
36
37 • Exception on page 91
38 • Override on page 92
39
40 • Exception on page 92
41 • Address on page 93
42 • ANI on page 94
43
44 • Condition on page 94
45 • ResultProcessors on page 95
46
• Result on page 95
47
48 • Application on page 96
49 • AvayaNotify on page 96
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04 • AvayaAgent on page 97
05 • Custom on page 97
06 • Url on page 98
07
08 • Retry on page 98
09 • sms on page 99
10
• Mail on page 100
11
12 • Attachment on page 100
13
14
15 NotificationText
16
17 This is one of the two top level nodes.
18 Use this node to define the notification text you want to play, or send in an e-mail message,
19 or an SMS by the AvayaNotify or AvayaAgent applications.
20
21 It has one child node; textItem on page 86. You can add more than one textItem under the
22 NotifcationText node.
23 The following table lists the properties of the node and their descriptions:
24
25 Property Description
26 Name
27 Name Use this as a display name in the contact strategy editor. If you do not
28 specify a name, then the default name is NotificationText.
29
30 Id A unique ID, either a numeric value or a string. The AvayaNotify or
31 AvayaAgent applications use this ID.
32 Default Use the drop-down list to display the languages you select in the textItem
33 Language node.
34
35
36
37
38 textItem
39 Use this node to define the actual text you want to play, or send in an e-mail message, or an
40 SMS. This node has no child node.
41
42 The following table lists the properties of the node and their descriptions:
43
44 Property Name Description
45 Name Use this as a display name in the contact strategy editor. If you do not
46 specify a name, then the default name is textItem.
47
Language This property defines the language for that text. You can select the
48
language from the drop-down list.
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04 Property Name Description
05 A notification is sent in default language, if either the contact record does
06 not have a language set, or a language exists in the contact record , but
07 notification for this language is not configured in a contact strategy.
08 Subject This property is only valid for mail action. Use this property to define the
09 subject of the e-mail message. If you leave this value blank, then the
10 subject of the e-mail message is blank. The maximum length for the
11 subject field is 2048 characters.
12
Text Use this property to define the actual text. An editor opens when you click
13
on Edit Text button.
14 You can enter text either in Rich Text format, or in HTML format.
15 You can also enter the contact attributes in the notification text.
16 The HTML editor is a basic editor which you can use to change font size,
17 color or add hyperlinks, bullets.
18 To enable full HTML support, clear the Enable HTML format check box,
19 and paste the text in the HTML editor.
20
21
22 Note:
23 If you include any XML tag in the textItem node, then the system plays an error prompt.
24
25 Example
26
If you want to play a Hi <firstname> message, then type Hi in the text field, select the
27 firstName attribute from the drop-down list, and click Insert. This adds the $firstName$ in
28 the notification text. When you play or display the notification text, it replaces the $firstName
29 $, with the first name of the recipient.
30
31
32
33 Handler
34
35 This is the other top level node, and maintains a state. The system defined states are initial,
done and wait. The state is case-sensitive.
36
37 All the contacts always have the first stage as initial state. Till the time the contact strategy is
38 processed completely, the contact is in one of the states.
39
You can use handlers to escalate between different channels.
40
41 The following table lists the properties of the node and their descriptions:
42
43 Property Name Description
44 Name Use this as a display name in the contact strategy editor. If you do not
45 specify a name, then the default name is Handler.
46
47 State State can have any name except initial, done and wait.
48 When the job starts, all the contacts are in initial state. Once the
processing is over, the contacts move to done state.
49
Once the contact reaches done state, it moves out of the campaign.
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04 Property Name Description
05 You have to specifying a handler for initial state. You cannot add a
06 handler for done state .
07 If the handler state is wait, the contact remains in that state till some
08 call disposition moves the contact to next state.
09
10 Example
11
12 If you place a call and cannot reach the contact, you set the number of retries to try and
13 call. If you still cannot place a call after 3 retries, you can send an e-mail message.
14 In the initial state handler, you can add the mechanism to call the contact and do 3 retries,
15 in case the contact is not reachable.
16
17 After 3 retries, if the call is unsuccessful, the contact strategy moves to the SendMail state.
18 You can add another handler for SendMail state, and add the mechanism to send an e-
19 mail message to the contact.
20
21
22
23
24 Call
25
26 Use the Call action node to make outbound calls. Call node has 4 children nodes;
27 Restrictions on page 89, Address on page 93, ANI on page 94 and ResultProcessors on
28 page 95. The Address and ResultProcessors are mandatory nodes.
29 The following table lists the properties of the node and their descriptions:
30
31 Property Name Description
32
33 Name Use this as a display name in the contact strategy editor. If you do not
34 specify a name, then the default name is Call.
35 FromAddress FromAddress defines the ANI that is displayed to the caller. If the ANI
36 node is not added, then use this FromAddress as ANI.
37
timeout (sec) timeout (sec) defines the time to wait for the customer to pickup the call
38
before changing the call disposition to Ring No Answer.
39
40 MinContactTime MinContactTime defines the earliest time when the customer can be
41 contacted. So from 00:00 to MinContactTime , you cannot make any
42 calls. You can make the calls from MinContactTime to either
43 MaxContactTime, if set, or till 23:59.
44
45 Note:
46 If the MinContactTime is greater than the MaxContactTime then the
condition is reverse, that is , you can make calls from
47 MaxContactTime till 23:59 from the earlier day, and from 00:00 to
48 MinContactTime , the next day.
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04 For example, MinContactTime is 23:00 and MaxContactTime is
05:00. Then you can make calls from 23:00 to 23:59 on the earlier
05 day and from 00:00 to 05:00 on the next day.
06 Date and Time based comparisons use the date and time format
07 specified in Global Date Format field.
08 MaxContactTim MaxContactTime defines the time till when you can make calls. So from
09 e MaxContactTime to 23:59, you cannot make any calls. You can make
10 calls, either from 00:00 or MinContactTime, if set, till MaxContactTime.
11
OnMediaServer OnMediaServerFailure has two values in the drop-down; retry or
12 Failure no_retry. If you choose retry, you can keep on trying to establish a
13 connection with the media server. If you choose no_retry, then you can
14 mark the disposition as Media_Server_Failure and move to the next
15 contact.
16
17 DriverApp DriverApp defines the ccxml application, you can use, the outbound
calls. For POM, two new application types are added in Voice Portal:
18
19 • POM:Driver: Use the POM:Driver type of application to make
20 outbound calls and reserve the ASR and TTS resources. You can
21 pass this value to the application. The application launches, when the
22 call is answered.
23 • POM:Application: The POM:Application type is a type of custom
24 application. You can run this application through a contact strategy.
25 These applications get the ASR/TTS resources from POM:Driver
26 application.
27 DriverApp is a mandatory property.
28
29 EnhancedCCA EnhancedCCA is by default set to ON. When it is set to ON, it waits for 5
30 seconds to perform the call classification, and then depending on the
call disposition, it plays the application. If it is set to OFF, it plays the
31
application as soon as the call is answered and is assigned to
32 ANSWER_HUMAN call disposition.
33
34
35
36 Restrictions
37
38 Restrictions node is a parent node for Restrict on page 89 and Override on page 92 nodes.
39 It has only one property; Name.
40
Use the Name property as a display name in the contact strategy editor. If you do not specify a
41 name, then the default name is Restrictions.
42
43
44
45 Restrict
46
47 Use the Restrict node to apply restrictions on the contacts. You can base the restrictions on
48 both system, or custom attributes. Restrict node has one child node; Exception.
49
50 The following table lists the properties of the node and their descriptions:
51
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04 Property Name Description
05 Name Use this as a display name in the contact strategy editor. If you do not
06 specify a name, then the default name is Restrict.
07 Id Id property has no relevance in contact strategy.
08
09 type type property decides whether to apply the restrictions permanently or
10 temporarily. If the restrictions are permanent then the contact gets the
11 disposition as Restricted_Other and you can move it out of the job if
12 not explicitly handled in some result node. If the restrictions are
temporary then the contacts remain in the same state or handler where
13
the restrictions are applied.
14
15 Attribute Type AttributeType defines if the attribute is system or contact.
16 Attribute Attribute drop-down gets its value based on the value in AttributeType
17 property. If the AttributeType is system, then Attribute property gets four
18 values, day, date, time and dnc. If the AttributeType is contact then all
19 the contact attributes are listed in the Attribute drop-down.
20
21 Value Value property defines the actual value which will evaluate the
condition.
22
23 MinValue If the value for the attribute is greater than the value in MinValue
24 property, then you can restrict all those contacts.
25 MaxValue If the value for the attribute is less than the value in MaxValue property,
26 then you can restrict all those contacts.
27
28
29 Note:
30 When the MinValue is less than MaxValue, all the contacts in the range including
31 MinValue and MaxValue are restricted.
When MinValue is greater than MaxValue, all the contacts in the range including
32 MinValue and MaxValue are contacted.
33
For Value, MinValue, and MaxValue properties, you can type $NOW for any attribute of
34
date, time or timestamp data type.
35
36
Note:
37
$NOW is case-sensitive.
38 These datatypes evaluate $NOW.
39 For example:
40
41 • If the datatype is date type, then it evaluates $NOW as current date.
42 • If the datatype is time type, then it evaluates $NOW as current time.
43
44 • If the datatype is timestamp type, then it evaluates $NOW as current date and time.
45 In case of time, and timestamp datatypes, only the hour part is compared. For example, if
46 the restriction is based on time datatype, and if you mention the MinValue as $NOW, only
47 the hour part of time is considered for comparison.
48
49
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Note:
05
06 Date and Time based comparisons use the date and time format specified in Global Date
Format field.
07
08 Example
09
10 In a campaign, you want to restrict all the platinum card holders from receiving the calls
11 permanently for that campaign. In the Restrict node, you can set the AttributeType as contact.
Select the Card_Type or some contact attribute which saves the information about the
12
customer’s credit card type. In the Value property, you can set the value as PLATINUM. So
13 when the campaign runs, the platinum card holders are not contacted.
14
15
16
17 Exception
18
19 Use the Exception node to exempt contacts from the restricting condition.
20 You can base the Exceptions to the Restrict conditions on system or contact attributes.
21
22 Exception has no child node.
23 The following table lists the properties of the node and their descriptions:
24
25 Property Description
26 Name
27
Name Use this as a display name in the contact strategy editor. If you do not
28
specify a name, then the default name is Exception.
29
30 AttributeType AttributeType defines if the attribute is system or contact.
31 Attribute Attribute drop-down gets its value based on the value in AttributeType
32 property. If the AttributeType is system, then Attribute property gets four
33 values, day, date, time and dnc. If the AttributeType is contact then all the
34 contact attributes are listed in the Attribute drop-down.
35
36 Value Value property defines the actual value which will evaluate the condition.
37 MinValue If the value for the attribute is greater than the value in MinValue property,
38 then all those contacts are restricted.
39
MaxValue If the value for the attribute is less than the value in MaxValue property,
40 then all those contacts are restricted.
41
42
43
Note:
44
45 Date and Time based comparisons use the date and time format specified in Global Date
Format field.
46
47 Example
48
49 In the above campaign you want to restrict platinum card holders to receive calls; except
50 those for whom the amount due is more than 50000. To do so, add Exception tag under
Restrict tag. In the AttributeType, select contact and the contact attribute which saves the
51
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03
04 due amount. In the MinValue attribute, put 50000. Now you can call all the contacts who
have due amount more than 50000, even if they are platinum card holders.
05
06
07
08
09
10
Override
11 Use the Override node to override the global restrictions. Global restrictions are restricting
12 conditions which you can apply across all the campaigns. So for one campaign if you do not
13 want to apply the global restrictions, you can override the restriction with this node.
14
15 Override node has one child node; Exception node.
16 The following table lists the properties of the node and their descriptions:
17
18 Property Name Description
19
Name Use this as a display name in the contact strategy editor. If you do not
20
specify a name, then the default name is Override.
21
22 Global_Id Global_Id is a mandatory property.
23 You can set the global restriction to override, in the Override node using
24 Global_Id property.
25 Additionally, you need to set the condition to select the contacts you
26 want to override, in the Exception node.
There is no direct way to override the restriction for all the contacts. You
27
can set such a condition, met by all the contacts in the Exception node.
28
29
30
31 Exception
32
33 Exception node under Override node works the same was as Exception node under Restrict
34 node.
35
36 The only difference is that Exception node under Override node exempts the contacts from the
campaign restricting conditions, whereas Exception node under Restrict exempts the contacts
37 from the campaign level restricting conditions.
38
39 All the properties have the same functionality as that of Exception node under Restrict tag.
40
For Value, MinValue, and MaxValue properties, you can type $NOW for any attribute of date,
41
time or timestamp data type.
42
43
44 Note:
45 $NOW is case-sensitive.
46
47 These datatypes evaluate $NOW.
48 For example:
49
50
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04 • If the datatype is date type, then it evaluates $NOW as current date.
05 • If the datatype is time type, then it evaluates $NOW as current time.
06
• If the datatype is timestamp type, then it evaluates $NOW as current date and time.
07
08 In case of time, and timestamp datatypes, only the hour part is compared. For example, if the
09 restriction is based on time datatype, and if you mention the MinValue as $NOW, only the hour
10 part of time is considered for comparison.
11
12 Note:
13
Date and Time based comparisons use the date and time format specified in Global Date
14 Format field.
15
16 Example
17
You have a global restriction to restrict all the customers who have received calls in last 72
18 hours and which has Id set to 2.
19
20 In one of the campaigns, you want to override this restriction for all the contacts. You can
21 set some condition which is generic and is met by all the contacts.
22 You can select the AttributeType as system and Attribute as day, and set the Value as the
23 current day, for a campaign which runs for one day.
24
25 Alternatively, you can select some attribute, common to all the contacts, like Salary, and set
26 the MaxValue to a very high value like 100000000000. So either one of the conditions is met
27 by all the contacts, and you can exempt them from the campaign restriction.
28
29
30
31
32 Address
33
34 Use the Address node to define the contact attribute, you can use to make a call, or send an
SMS, or an e-mail message.
35
36 For Call and SMS action, you can set one of the phone number attributes, and for mail action,
37 you can set one of the e-mail attributes.
38
Address node is a mandatory node, and has no child nodes.
39
40 The following table lists the properties of the node and their descriptions:
41
42 Property Name Description
43 Name Use this as a display name in the contact strategy editor. If you do not
44 specify a name, then the default name is Address.
45
46 MinContactTime MinContactTime defines the earliest time when the customer can be
47 contacted. So from 00:00 to MinContactTime , you cannot make any
calls. You can make the calls from MinContactTime to either
48 MaxContactTime, if set, or till 23:59.
49
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04 Property Name Description
05
06 Note:
07 If the MinContactTime is greater than the MaxContactTime then the
08 condition is reverse, that is , you can make calls from
MaxContactTime till 23:59 from the earlier day, and from 00:00 to
09 MinContactTime , the next day. For example, MinContactTime is
10 23:00 and MaxContactTime is 05:00. Then you can make calls from
11 23:00 to 23:59 on the earlier day and from 00:00 to 05:00 on the
12 next day. Date and Time based comparisons use the date and time
format specified in Global Date Format field.
13
14 MaxContactTime MaxContactTime defines the time till when you can make calls. So from
15 MaxContactTime to 23:59, you cannot make any calls. You can make
calls, either from 00:00 or MinContactTime, if set, till MaxContactTime.
16
17 WeekdaysOnly WeekDaysOnly property is of Boolean type. If set to true, you can
18 contact customers only on the weekdays. If set to false, you can
19 contact the customers on any day of the week, including the weekends.
20 ContactAttribute ContactAttribute is a mandatory property. You must set it to one of the
21 values available in the drop-down.
22
23
24
25 ANI
26
27 Use ANI to set a conditional ANI.
28 For example, to override the address set in the FromAddress property of Call node, you can
29 add a condition based ANI.
30
31 ANI node has one child node; Condition on page 94.
32 The following table lists the properties of the node and their descriptions:
33
34 Property Name Description
35
36 Name Use this as a display name in the contact strategy editor. If you do not
specify a name, then the default name is ANI.
37
38 Attribute You can set the condition using Attribute property for a particular
39 contact attribute.
40 All the contact attributes are pre-populated in the drop-down list.
41 Values in Attribute drop-down follow the multi-tenancy rules. For more
42 information on multi-tenancy, refer Voice Portal 5.1 documentation.
43
44
45
46 Condition
47
48 Use the Condition node to set the condition for Ani. When you place the, this condition is
49 evaluated, and if it matches, the Address set in Condition node is displayed or sent to the
50 customer.
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04 Condition has no child nodes.
05
06 Note:
07 Date and Time based comparisons use the date and time format specified in Global Date
08 Format field.
09
The following table lists the properties of the node and their descriptions:
10
11
Property Name Description
12
13 Name Use this as a display name in the contact strategy editor. If you do not
14 specify a name, then the default name is Condition.
15 Value The value set in the Value property is matched against the value of the
16 contact attribute set in the Ani node. If it matches, the address set in
17 the Address property is displayed.
18
Address Use Address property to set the address to be sent, if the condition
19 matches.
20
21
22
23 ResultProcessors
24
25 ResultProcessors is a container node for Result nodes.
26
Within ResultProcessors, you can add multiple Result nodes to handle different dispositions
27
or contact attempt results. It has just one child node; Result on page 95.
28
29 The following table lists the properties of the node and their descriptions:
30
31 Property Description
32 Name
33 Name Use this as a display name in the contact strategy editor. If you do not
34 specify a name, then the default name is ResultProcessors.
35
NextState NextState has the default value as done. If you have not mentioned the
36
NextState in any of the Result nodes, then the NextState value from the
37 ResultProcessors node is used as the default value.
38 By default it has 3 values, initial, done and wait.
39 As you add new handlers in the contact strategy, those states are available
40 in the NextState drop-down list.
41
42
43
44
45 Result
46
47 Use the Result node to handle different dispositions or call attempt results, and the action you
want to take, once you obtain the result.
48
49 Based on the value in the Value property, the children nodes for Result node change.
50
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04 For values Answer_Human, Answer_Machine, Call_Answered, Fax_Machine: Application on
page 96 and Retry on page 98.
05
06 For rest of the values: Retry on page 98.
07
The following table lists the properties of the node and their descriptions:
08
09
Property Name Description
10
11 Name Use this as a display name in the contact strategy editor. If you do not
12 specify a name, then the default name is Result.
13 Value There are different dispositions or call attempt results which are pre-
14 populated in the Value property.
15 Based on the received result, you can decide whether to keep the
16 contact in the campaign, or move the contact to done state, and move
17 the contact out of the job.
18 Next State By default there are 3 values in the drop- down list; initial, wait and done.
19 As you add new handlers in the contact strategy, those states are
20 available in the NextState drop-down list.
21
22
23
24 Application
25
26 Use the Application node as a container node, to invoke one of the available application type.
27 For Call action there are 4 children nodes; AvayaNotify, AvayaAgent, Custom and Url.
28
29 For SMS and mail action there is just one child node; AvayaNotify.
30
Application node just has one property; Name.
31
32 Use Name property as a display name in the contact strategy editor. If you do not specify a
33 name, then the default name is Application.
34
35
36
37 AvayaNotify
38
39 Use AvayaNotify application to:
40 • Play the text, if you use it under Call action node.
41
42 • Send an SMS, if use it under sms action node.
43 • Send an e-mail message, if you use it under mail action node.
44
AvayaNotify does not have any child node.
45
46 The following table lists the properties of the node and their descriptions:
47
48
49
50
51
52
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04 Property Name Description
05 Name Use this as a display name in the contact strategy editor. If you do not
06 specify a name, then the default name is AvayaNotify.
07 TextId NotificationText Ids are pre-populated in the TextId property drop-
08 down list. You can use the notification text corresponding to the
09 selected TextId with the AvayaNotify application.
10
11
12
13 AvayaAgent
14
15 AvayaAgent application is only available under Call action node.
16 It is similar to AvayaNotify application, it also plays out the notification text when the call is
17 answered, and additionally, transfers the call to the VDN number you provide.
18
19 It has no child node.
20 The following table lists the properties of the node and their descriptions:
21
22 Property Name Description
23
24 Name Use this as a display name in the contact strategy editor. If you do not
specify a name, then the default name is AvayaAgent.
25
26 TextId TextId works in the same way as for AvayaNotify application.
27
VDN You can provide a VDN number, and all calls are transferred after
28
playing the notification text.
29 It does not verify if the agents are available to take call, it transfers the
30 call to the agent.
31
32
33
34
35 Custom
36
37 To use Custom application, you need to add an POM:Application, using Voice Portal
38 Applications menu option.
39 Ensure that the custom application has a mechanism to transfer the call to a VDN number,
40 provided in the VDN property of Custom node.
41
42 Custom application node does not have any child node.
43 The following table lists the properties of the node and their descriptions:
44
45 Property Name Description
46 Name Use this as a display name in the contact strategy editor. If you do not
47 specify a name, then the default name is Custom.
48
49 VDN VDN works in the same way as for AvayaAgent application. The
50 application property is pre-populated with all the applications of type
51
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04 Property Name Description
05 POM:Application. When the call is answered, the custom application
06 is played first. If there is no mechanism to transfer the call, then the call
07 is disconnected.
08 If there is a mechanism to transfer the call, then the call is transferred to
09 the VDN number you provide in the VDN property.
10 Application Multi-tenancy rules are applied to the application drop-down list. For
11 details on multi-tenancy, refer to Voice Portal 5.1 documentation.
12
13
14
15 Url
16
17 Use Url application to assign the application Url, and call the application when the call is
18 answered.
19 Url application node does not have any child node.
20
21 The following table lists the properties of the node and their descriptions:
22
23 Property Name Description
24 Name Use this as a display name in the contact strategy editor. If you do not
25 specify a name, then the default name is Url.
26 Url You can provide the application Url in the Url property. If you want to
27 add some contact attribute as part of the Url, then clickEdit Url. The
28 drop-down list has all the contact attributes pre-populated.
29 Select any contact attribute and click Insert to insert at the cursor
30 location in the Url.
31 For example: If you want to add a first name in the url, you can mention:
32 http:// <domain name>/[Link]?first_name=
33 <firstName>&last_name=<lastName>, and select the $first_name
34 from the contact attribute drop-down.
35
36 Note:
37 Multi-tenancy rules are applicable to the contact attribute drop-
down. For details on multi-tenancy, refer Voice Portal 5.1
38 documentation.
39
40
41
42
43 Retry
44
Use Retry node to retry if the customer cannot be reached.
45
46 For example, if the number is busy then wait for a couple of minutes and then try and call back
47 again.
48
Retry has one child node; Address.
49
50 The following table lists the properties of the node and their descriptions:
51
52
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04 Property Name Description
05 Name Use this as a display name in the contact strategy editor. If you do not
06 specify a name, then the default name is Retry.
07 Count Use to set the number of retries.
08
09 Interval Use to set the time to wait for those many seconds before doing
10 another try.
11 Fail State Use to move the contact to Fail State, if all the retries fail.
12
13
14
15 sms
16
17 Use the sms node to send SMS. The SMS node has 5 children nodes; Restrictions, Address,
18 ANI, Applications, and ResultProcessors.
19 The following table lists the properties of the node and their descriptions:
20
21 Property Name Description
22
23 Name Use this as a display name in the contact strategy editor. If you do not
24 specify a name, then the default name is Call.
25 FromAddress FromAddress defines the Ani that is displayed to the caller. If the Ani
26 node is not added, then use this FromAddress as Ani.
27
28 MinContactTime MinContactTime defines the earliest time when the customer can be
contacted. So from 00:00 to MinContactTime , you cannot make any
29
calls. You can make the calls from MinContactTime to either
30 MaxContactTime, if set, or till 23:59.
31
32 Note:
33 If the MinContactTime is greater than the MaxContactTime then the
34 condition is reverse, that is , you can make calls from
35 MaxContactTime till 23:59 from the earlier day, and from 00:00 to
36 MinContactTime , the next day.
For example, MinContactTime is 23:00 and MaxContactTime is
37 05:00. Then you can make calls from 23:00 to 23:59 on the earlier
38 day and from 00:00 to 05:00 on the next day.
39 Date and Time based comparisons use the date and time format
specified in Global Date Format field.
40
41 MaxContactTim MaxContactTime defines the time till when you can make calls. So from
42 e MaxContactTime to 23:59, you cannot make any calls. You can make
43 calls, either from 00:00 or MinContactTime, if set, till MaxContactTime.
44 OnMediaServer OnMediaServerFailure has two values in the drop-down; retry or
45 Failure no_retry. If you choose retry, you can keep on trying to establish a
46 connection with the media server. If you choose no_retry, then you can
47 mark the disposition as Media_Server_Failure and move to the next
48 contact.
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05 Mail
06
07 Use the mail node to send an e-mail message.
08
The Mail node has 6 children nodes; Restrictions, Address, Ani, Application, ResultProcessors,
09
and Attachment.
10
11 The Application node under Mail node has only one child node; AvayaNotify.
12
In the Address node’s Contact Attribute property, only the type e-mail contact attributes are
13
displayed in the drop-down list.
14
15 The following table lists the properties of the node and their descriptions:
16
17 Property Name Description
18
Name Use this as a display name in the contact strategy editor. If you do not
19 specify a name, then the default name is Call.
20
21 FromAddress FromAddress defines the Ani that is displayed to the caller. If the Ani
22 node is not added, then use this FromAddress as Ani.
23 MinContactTime MinContactTime defines the earliest time when the customer can be
24 contacted. So from 00:00 to MinContactTime , you cannot make any
25 calls. You can make the calls from MinContactTime to either
26 MaxContactTime, if set, or till 23:59.
27
28 Note:
29 If the MinContactTime is greater than the MaxContactTime then the
30 condition is reverse, that is , you can make calls from
MaxContactTime till 23:59 from the earlier day, and from 00:00 to
31 MinContactTime , the next day.
32 For example, MinContactTime is 23:00 and MaxContactTime is
33 05:00. Then you can make calls from 23:00 to 23:59 on the earlier
34 day and from 00:00 to 05:00 on the next day.
Date and Time based comparisons use the date and time format
35 specified in Global Date Format field.
36
MaxContactTim MaxContactTime defines the time till when you can make calls. So from
37
e MaxContactTime to 23:59, you cannot make any calls. You can make
38 calls, either from 00:00 or MinContactTime, if set, till MaxContactTime.
39
40 OnMediaServer OnMediaServerFailure has two values in the drop-down; retry or
41 Failure no_retry. If you choose retry, you can keep on trying to establish a
42 connection with the media server. If you choose no_retry, then you can
43 mark the disposition as Media_Server_Failure and move to the next
contact.
44
45
46
47 Attachment
48
49 Attachment node is used to send attachments with the mail. You can add any number of
50 attachments.
51
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Note:
05
06 Ensure that the attached file does not have blank spaces in the file name.
07 Attachment node is used as a container node for its only child node Url
08
09 There is just one property: Name.
10 Url node works the same as the Url node under Application node.
11
12
13
14 Creating contact strategy
15
16
17
18 1. In the left pane, select POM Configuration > Campaigns > Strategies.
19
2. Click Add.
20
21 3. Specify the name for the contact strategy.
22
4. To create a strategy based on a template, check the Use Template check box.
23
24 5. Select the template name from the Template drop-down list.
25 The template drop-down lists the System templates.
26
27 If you click Save on the Contact Editor page, then it checks for all the validations
28 before saving it as a final contact strategy. If there are any errors, you cannot save
29 the contact strategy.
30 If you click Save As on the Contact Editor page, then it will not check for any
31 validations and it will save it as draft. The Contact Strategy listing page shows the
32 strategy as Draft.
33
6. To create a template, use Save As on the Contact Strategy listing page and specify
34
a name.
35
36 7. Use the check box to save the contact strategy as template.
37 8. To create a custom template from system template, create a new contact strategy
38 and save it as final contact strategy.
39
40 9. From the Contact Strategy listing page click Save As to save it as template.
41 The Contact Strategy listing page will follow all the multi-tenancy rules for all types of
42 campaigns.
43
44 Note:
45
You can modify an existing contact strategy and save it as final strategy, or as
46 draft only if the contact strategy is not associated with any running campaign.
47
48 10. Click Continue.
49
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05 Creating a contact strategy for call handler
06
07 This section explains how to create a contact strategy for voice calls using the SimpleCall
08 template.
09
10
11 1. In the left pane, select POM Configuration > Campaigns > Strategies.
12 2. Click Add.
13
14 3. Specify the name for the contact strategy.
15 4. Select the Use Template check box.
16
17 5. Select SimpleCall from the Template drop-down list.
18 6. Click Continue.
19
20 7. Select the Call node and specify the DriverApp property as POMDriver.
21
22 Note:
23 You need to add the POMDriver application through the VPMS Application menu,
24 before you can use it.
25 8. Click Save to make the changes permanent.
26
27
28
29
30
31 Creating a contact strategy for e-mail handler
32
33 This section explains how to create a contact strategy for sending e-mails, using the
34 SimpleMail template.
35
36
37 1. In the left pane, select POM Configuration > Campaigns > Strategies.
38 2. Click Add.
39
40 3. Specify the name for the contact strategy.
41 4. Select the Use Template check box.
42
5. Select SimpleMail from the Template drop-down list.
43
44 6. Click Continue.
45 7. Click Save to make the changes permanent.
46
47
48
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05 Creating a contact strategy for SMS handler
06
07 This section explains how to create a contact strategy for sending SMS using the SimpleSMS
08 template.
09
10
11 1. In the left pane, select POM Configuration > Campaigns > Strategies.
12 2. Click Add.
13
14 3. Specify the name for the contact strategy.
15 4. Select the Use Template check box.
16
17 5. Select SimpleSMS from the Template drop-down list.
18 6. Click Continue.
19
20 7. Click Save to make the changes permanent.
21
22
23
24
25
26 Completion Codes
27
28
29 About completion code
30
31 Completion codes are used for identifying the outcome of either making a phone call, sending
32 SMS, e-mails as part of the campaign. There are two types of completion codes, system
33 completion codes and custom completion codes. POM internally updates the system
34 completion codes for each call, SMS, and e-mail by POM itself. You can define and associate
35 one or more custom completion codes with a campaign when you need some user input. For
36 example, if you have a blood donation campaign, when the potential donor answers the
37 telephone, POM plays a custom Dialog Designer (DD) application with a message that prompts
38 the potential donor to press 1 if interested, or 2 if not interested. On pressing 1 or 2, the DD
39 application updates the appropriate completion code (Interested in Blood Donation, Not
40 interested in Blood Donation) using the POM Pluggable Data Connectors (PDC).
41
42 The following table lists the system completion codes.
43
44 Note:
45
The completion code ID is a unique identifier for each completion code. The custom
46 completion codes cannot have the same IDs as that of the system completion codes.
47
48
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04 Completio Completion Description
05 n Code ID Code Name
06 0 In_Queue The contacts are in queue.
07 1 Attempt_In_P The contact attempt is in progress.
08 rogress
09
10 2 Call_Waiting The call is waiting.
11 3 Disconnected A user disconnects the call immediately after answering.
12 _By_User
13
4 Call_Busy The switch generates the call busy tone.
14
15 5 Ring_No_Ans The call is not answered.
16 wer
17 6 Call_Answere The call is answered within the specified time duration.
18 d
19
20 7 Answer_Hum A human voice answers the call.
21 an
22 8 Answer_Mac An answering machine answers the call.
23 hine
24
9 Network_Ref The network refuses to connect the call.
25
usal
26
27 10 Invalid_Numb The phone number is not a valid phone number.
28 er
29 11 CPA_Timeout The Call Progress Analysis (CPA) times out and no result is
30 received.
31
32 12 Fax_Machine A fax machine answers the call.
33 13 SIT_Tone The network generates a Special Information Tone (SIT).
34
14 Reorder_Ton The network generates a reorder tone.
35
e
36
37 16 E-mail_Sent An e-mail message is sent to the contact.
38 17 SMS_Queue The SMS is queued.
39 d
40
41 18 SMS_Sent The SMS is sent to the contact.
42 19 SMS_Deliver The SMS is delivered to the contact.
43 ed
44
45 20 SMS_Failed The SMS failed to reach the contact.
46 23 SMS_Pendin The SMS is not sent.
47 g
48
24 Media_Serve The media server failed.
49 r_Failure
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05 n Code ID Code Name
06 25 General_Fail There is a general failure.
07 ure
08 26 Restricted_D The contact was not called as Do Not Call (DNC) is set to On.
09 NC
10
11 27 Restricted_Ot A restriction is detected.
her
12
13 28 Invalid_Addre The address is not a valid address.
14 ss
15 29 Attempt_Time No completion code is received.
16 out
17
18 30 Application_E The application mentioned in the contact strategy cannot start.
19 rror
20
21
22
Completion Code Management page field descriptions
23
24 Use this page to add new completion codes.
25
26
27 Note:
28 You cannot modify the system completion codes.
29
30
Field or Description
31
Button
32
33 Completio Use this to specify the unique completion code ID.
34 n Code ID
35 Completio A unique identifier for the completion code.
36 n Code
37
Type The type of completion code — System or Custom.
38
39 Descriptio A brief description of the completion code.
40 n
41
Action The action that can be performed on the completion code.
42
43 Click to delete the completion code.
44
45 Note:
46 You cannot delete the system completion code.
47 Add Use to add the completion code.
48
49
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04
05 Add New Completion Code page field descriptions
06
07 Use this page to add new completion codes.
08
09
10 Note:
11 You cannot modify the system completion codes.
12
13 Field or Description
14 Button
15
Name A unique identifier for the completion code.
16
17 Descriptio A brief description of the completion code.
18 n
19 Add Use to add the completion code.
20
21
22
23 Adding Completion Code
24
25
26
27 1. Select POM Configurations > Campaigns > Completion Codes.
28 2. Click Add.
29
30 3. Specify the name of the completion code and a brief description.
31 4. Click Save.
32 The new completion code is added to the list of completion codes on the Completion
33 Code Management page.
34
35
36
37
38
39 Deleting completion code
40
41
42
43 1. Select POM Configurations > Campaigns > Completion Codes.
44 2. Click from the Actions column.
45 The system displays a Confirm Delete dialog box.
46
47 3. Click OK to confirm the deletion, or Cancel to cancel the deletion.
48
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02
03
04
05
06
07 Campaign restrictions
08
09
10
11
12
About campaign restrictions
13 The POM administrator has the rights to set campaign restrictions at the highest level while
14 creating campaigns. These restrictions are applicable to all campaigns.
15
16 The POM administrator can override the campaign restrictions at the individual campaign level
17 or while defining the contact strategies.
18
19
20
21 Campaign restrictions page field descriptions
22
23 Use this page to define the campaign restrictions.
24
25
26 Field or Description
27 Button
28 Hide Tool Use to hide the left pane of the contact strategy editor.
29 Box
30 Show Use to view the source.
31 Source
32
33 Save Use to save the campaign restriction.
34
35 The applicable nodes for campaign restrictions are :
36 • Restrict on page 89
37
38 • Exception
39 These nodes are described in detail on the contact strategy editor page.
40
41
42
43
44 Configurations
45
46
47
48
49
About configurations
50
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02
03
04 You can use configurations to manage the settings across all campaigns. You can configure
05 settings such as call settings, e-mail settings, campaign settings. You can override these
06 settings at the individual campaign level.
07
08
09
10 Manage configuration page field descriptions
11
12 Use this page to manage the configuration settings across all campaigns.
13
14
15 Field or Description
16 Button
17 Call Settings:
18 Maximum Call Displays the maximum time specified in minutes for which the call will be
19 Time (min) active.
20
21 Maximum Call Displays the maximum interval specified in minutes to wait for the first
22 In-Progess disposition from a call after which, the POM server asserts that the call is
23 time (min) hanged.
24 Campaign Settings:
25
WeekEnd Displays the days of the weekend for the campaign. In some cases the
26 Days weekend holiday will be some day other than Saturday and Sunday.
27
28 Minimum Job Displays the minimum number of contact records that need to be available
29 Size for the Campaign Director to start calling, if the job status is Filter in
30 progress.
31 Miscellaneous:
32
33 POM Poller Displays the POM poller time interval specified in seconds after which the
Polling POM Poller keeps running on the VPMS plug-in.
34
Interval (sec)
35
36 Live Data It is the refresh rate for the import monitor, specified in seconds.
37 Import
38 Interval (sec)
39 Live Job It is the refresh rate for the campaign monitor, specified in seconds.
40 Interval (sec)
41
42 Global Date Displays the global date format. Use the drop-down list to choose the date
Format format.
43
44 Note:
45
The date format you select is used for all the date and time comparisons.
46
47 Contact Displays the number of records after which the contact import records are
48 Import Batch committed to the POM database.
49 Size
50
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02
03
04 Field or Description
05 Button
06 Contact Filter Displays the number of contacts filtered for a job at one time..
07 Batch Size
08 DNC update Displays the number of records after which the DNC records are committed
09 Batch Size to the POM database.
10
11 Email From Displays the global mail address added to a mail in its from field if the from
field is not configured in the contact strategy.
12
13 Campaign Displays the path of the folder where a export file containing the campaign
14 Data Export contact records is created while running a campaign. You need to
15 Folder configure this path across all the POM servers.
16 Apply Use to make the changes permanent.
17
18
19
20
21 Configuring call settings
22
23
24 1. In the left pane, select POM Configurations > Configurations.
25
26 2. Specify the Maximum Call Time in minutes.
27 3. Specify the Maximum Call In-progress Time in minutes.
28
29 4. Click Save to make the changes permanent.
30
31
32
33
34
35 Configuring campaign settings
36
37
38
39 1. In the left pane, select POM Configurations > Configurations.
40 2. Specify the days on which you want to run the campaign WeekEnd Days.
41
42 3. Specify the Minimum Job Batch Size
43 4. Click Save to make the changes permanent.
44
45
46
47
48 Configuring miscellaneous settings
49
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03
04
05
1. In the left pane, select POM Configurations > Configurations.
06
07 2. Specify the POM Poller Polling Interval in seconds.
08
3. Specify the Server Grace Interval in seconds.
09
10 4. Specify the Live Data Import Interval in seconds.
11 5. Specify the Live Job Interval in seconds.
12
13 6. Specify the Global Date Format. Choose from the existing four formats using the
14 drop-down option.
15 7. Specify the Contact Import Batch Size.
16
17 8. Specify the Minimum Job Batch Size.
18 9. Click Save to make the changes permanent.
19
20
21
22
23
24 Purge schedule configuration page field descriptions
25
26 Use this page to purge the schedule configuration settings.
27
28
29 Field or Description
30 Button
31 Campaign Data Purge Schedule: Use to delete all the contact attempt records for the
32 completed jobs before the campaign data retention period.
33 Purge Use the option button if you want to enable purging of campaign data records.
34 Records
35
36 Campaign Use this to retain the campaign data for the specified number of days. All the
37 Data records older than the number of days specified in data retention period will
38 Retention be purged.
Period
39
40 Daily Run The campaign data is purged at the time you specify in the Daily Run At field.
41 At
42 Import Data Purge Schedule: Use to deleted all the import history for all the completed
43 jobs before the import data retention period.
44
45 Purge Use the option button if you want to enable purging of import data records.
46 Records
47 Import Use this to retain the import data for the specified number of days. All the
48 Data records older than the number of days specified in data retention period will
49 be purged.
50
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04 Field or Description
05 Button
06 Retention
07 Period
08 Daily Run The import data is purged at the time you specify in the Daily Run At field.
09 At
10
11 SMS Data Purge Schedule: Use to delete all the SMS messages you send before the SMS
data retention period.
12
13 Purge Use the option button if you want to enable purging of SMS records.
14 Records
15 SMS Data Use this to retain the SMS data for the specified number of days. All the
16 Retention messages older than the number of days specified in data retention period
17 Period will be purged.
18
19 Daily Run The SMS data is purged at the time you specify in the Daily Run At field.
20 At
21 Save Use this to make the changes permanent.
22
23
24
25 Purging campaign data
26
27
28
29 1. In the left pane, select POM Configurations > Configurations.
30
31 2. Click Purge Settings.
32 3. Use the option button if you want to purge the settings.
33
4. If you select Yes, specify the Campaign Data Retention Period as number of days
34
35 and Start Time in hours, minutes and seconds format.
36 You can use the drop-down menu to select the values for specifying the start time.
37 5. Click Save to make the changes permanent.
38
39
40
41
42
43 Purging import data
44
45
46
47 1. In the left pane, select Proactive Outreach Manager > Administration > Global
48 Configurations.
49
50 2. Click Purge Settings.
51
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02
03
04 3. Use the option button if you want to purge the settings.
05 4. If you select Yes, specify the Import Data Retention Period as number of days
06 and Start Time in hours, minutes and seconds format.
07 You can use the drop-down menu to select the values for specifying the start time.
08
09 5. Click Save to make the changes permanent.
10
11
12
13
14 Purging SMS data
15
16
17
18 1. In the left pane, select POM Configurations > Global Configurations.
19 2. Click Purge Settings.
20
21 3. Use the option button if you want to purge the settings.
22 4. If you select Yes, specify the SMS Data Retention Period as number of days and
23 Start Time in hours, minutes and seconds format.
24 You can use the drop-down menu to select the values for specifying the start time.
25
26 5. Click Save to make the changes permanent.
27
28
29
30
31
32
33 Contacts
34
35
36
37
38 About contact groups
39
40 Contact groups are required for running campaigns. You can save the contact data in the
41 contact groups and can use the contact groups to contact the customers.
42 You can have more than one contact group and segregate the contact data based on different
43 criteria.
44
45 For example, you can create a contact group which will have contact data of all customers
46 staying in a specific zip code or you can create a contact group which will have contact data
47 of all customers having a particular blood group. The contact groups prove useful for managing
48 the contact data.
49
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02
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04
05
06 Manage contact groups page field descriptions
07
Use this page to add new, edit, empty and delete contact groups.
08
09 You can also associate existing contact groups with organizations.
10
11 If you have no contact groups, the system displays the message
No contact groups configured.
12
13 You will see the following columns, only when you add one or more contact groups.
14
15
16 Field or Description
17 Button
18 Contact Displays the contact groups name.
19 group
20 Name
21 Allowed Displays the organizations you can associate the contact group.
22 Organizati
23 ons Note:
24
If you do not have the multi-tenancy option turned on, you will not see this field.
25 For more details on multi-tenancy, refer to the “Voice Portal” 5.1
26 documentation.
27
28 Total Displays the total number of contacts in the contact group.
29 Contacts
30 Last Displays the last time you import or empty the data source.
31 Updated
32
Actions You can perform the following actions:
33
34 • Click to list all the contacts.
35 • Click to associate the contact group with a specific organization.
36
37 Note:
38
You can see only if multi-tenancy is turned on.
39
40 • Click to empty a contact group
41
42 Note:
43 All contact data will be deleted from the particular contact group.
44 • Click to delete the contact group.
45
46 Add Use this to add a new contact group.
47
48
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04
05
06 Add a new contact group page field descriptions
07
Use this page to add a new contact group.
08
09
10 Field or Description
11 Button
12 Name A unique identifier for the contact group.
13
14 Note:
15 This field is marked with a green asterisk indicating it is a mandatory field.
16 You can use only alphabets as contact group name.
17
Descriptio A small description for the contact group.
18 n
19 Note:
20
This is an optional field. You can include a small description for better
21 management of the contact groups.
22
23 Save Use to add a new contact group.
24
25
26
27 Adding a contact group
28
29
30
31 1. In the left pane, select POM Configurations > Contacts.
32 2. Specify the contact group name in the name field. It is a mandatory field.
33
34 3. Add description for the contact group.
35 4. Click Add.
36 The contact group you created is displayed in the list of contact groups on the
37 Manage contact groups page.
38
39
40
41
42
43 Edit contact group page field descriptions
44
45 Use this page to associate a contact group with an organization.
46
47
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05 Field or Description
Button
06
07 Name Displays the contact group.
08
09 Note:
10 You cannot change the name once specified.
11 Descriptio A brief description of the contact group. You can edit only the description of
12 n existing contact groups.
13
Save Use to make the changes permanent.
14
15
16
17
18 Contact group organization association page field descriptions
19
20 Use this page to associate the Contact group with any organization.
21
22 Field or Description
23 Button
24
Change Displays the name of the contact group you want to associate the
25
Organizations organizations with.
26 for Contact
27 group Note:
28
Even if you have not turned the multi-tenancy on, you can still view
29 icon. Clicking on the icon does not associate the contact group, as the
30 multi-tenancy is not turned on. For more details on multi-tenancy, refer
31 to “Voice Portal “ 5.1 documentation.
32 Select Select the organizations.
33
34 Allowed Displays the list of allowed organizations.
Organizations
35
36 Save Use to save the changes.
37
38
39
40
41 Associating a contact group
42
43
44
45 1. Click to associate a contact group to a specific organization.
46 The Contact Group Organization association page is displayed.
47 2. Select the organization you want to associate the contact group.
48
49 3. Save the changes made to the contact group.
50
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02
03
04 The contact group is now associated with the organization you select.
05
06
07
08
09 Emptying a contact group
10
11
12
1. Select POM Configuration > Contacts.
13
14 2. Click the empty contacts icon to empty the particular contact group.
15 A dialog box confirming the emptying operation is displayed. Click Yes to empty the
16 contact group and click No to cancel the emptying operation.
17
18
Note:
19
20 If you have created the contact group using the Upload from File option, you
need to first delete the data source and then delete the contact group. All contact
21 data is deleted if you empty the contact group.
22
23 If the operation is successful, it returns the following message:
24 <no of records> Records deleted successfully from contact group
25
26
27
28
29
30 Deleting a contact group
31
32
33
34 1. Select POM Configuration > Contacts.
35 The Manage contact group page displays the list of all the contact groups.
36
37 Note:
38 If you have created the contact group using the Upload from File option, you
39 need to first delete the data source and then delete the contact group.
40
2. Click to delete the contact group you want to remove.
41
The system displays a dialog box confirming the delete operation is displayed. Click
42
Yes to delete the contact group and click No to cancel the delete operation.
43
44
45
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05
06 Attributes
07
08
09 About attributes
10
11 Attributes are the properties of contact data. You can filter the contact data based on attributes.
12
13 There are two types of attributes:
14 • System Attributes: System attributes are the predefined attributes. These attributes are
15 grouped together as they are the most commonly used attributes. There are eight system
16 attributes:
17
- ID
18
19 - First name
20
- Last name
21
22 - Phone number 1
23 - Phone number 2
24
25 - e-mail address
26 - Language
27
28 - Time Zone
29
30 Note:
31 System attributes are not mandatory attributes. Only the ID attribute is mandatory.
32
33 • Custom Attributes: Apart from the most commonly used ones, you can set up your own
34 attributes for any campaign.
35 The following table lists the allowed values for the language attribute:
36
37 Language Allowed string value
38
39 Czech cs-cz
40 German de-de
41
Australian English en-au
42
43 UK English en-gb
44
US English en-us
45
46 Castilian Spanish es-es
47 Latin American Spanish es-la
48
49 Canadian French fr-ca
50
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03
04 Language Allowed string value
05 French fr-fr
06
Hebrew he-il
07
08 Hindi hi-in
09 Hungarian hu-hu
10
11 Italian it-it
12 Japanese ja-jp
13
14 Korean ko-kr
15 Malay ms-my
16
17 Dutch nl-nl
18 Polish pl-pl
19
Brazilian Portuguese pt-br
20
21 Russian ru-ru
22
Slovak sk-sk
23
24 TDD td-us
25 Thai th-th
26
27 Mandarin Chinese zh-cn
28 Cantonese Chinese zh-hk
29
30
To specify values for the time zone attributes, use any of the standard three-letter acronyms.
31
Following table lists the allowed values:
32
33
Time Zone
34
35 Etc/GMT+12
36 Etc/GMT+11
37
38 MIT
39 Pacific/Apia
40
41 Pacific/Midway
42 Pacific/Niue
43
44 Pacific/Pago_Pago
45 Pacific/Samoa
46
US/Samoa
47
48 America/Adak
49
America/Atka
50
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01 Contacts
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04 Time Zone
05 HST
06
Pacific/Fakaofo
07
08 Pacific/Honolulu
09 Pacific/Johnston
10
11 Pacific/Rarotonga
12 Pacific/Tahiti
13
14 SystemV/HST10
15 US/Aleutian
16
17 US/Hawaii
18 Pacific/Marquesas
19
20 The root user or the user with administrative privileges can access all the attributes.
21
22 You can limit the access to attributes by marking the attributes as private or public. For example,
23 you can mark the salary attribute as a private attribute.
24
25 Users belonging to specific organizations can access the public attributes.
26
27
28
29 Attribute page field descriptions
30
Use this page to add new attributes. It also lists the existing attributes.
31
32
33 Field or Description
34 Button
35 Selection Use the selection check box to select the attributes.
36 check box
37
38 Name Displays the existing attributes, both the system and custom attributes.
39 Type Displays the attribute type as System or Custom.
40
41 Data Type Displays the data type of the attribute. Choose from any of the values in the
42 drop-down list. The minimum and maximum values for each data type are:
43 • INTEGER: The minimum value is -2,147,483,648, and the maximum value
44 is 2,147,483,647 ( both values inclusive).
45 • LONG: The minimum value is -9,223,372,036,854,775,808, and the
46 maximum value is 9,223,372,036,854,775,807 (both values inclusive).
47
• SHORT: The minimum value is -32,768, and the maximum value is 32,767
48
(both values inclusive).
49
50 • CHARACTER: A single character is allowed.
51
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04 Field or Description
05 Button
06 • FLOAT: 28 precision and 10 scale. This means 28 characters before the
07 decimal and 10 characters after the decimal point.
08
09 Note:
10 You cannot enter a float value as a combination on numbers and
11 alphabets. For example, 123.4f is not a valid float value.
12 • BOOLEAN: The allowed values are TRUE and FALSE, or YES and NO, or T
13 and F, or Y and N, or 0 and 1.
14 • STRING: Any string up to 3990 characters.
15
16 • PHONE: Any string up to 80 characters.
17 • EMAIL: Any string up to 80 characters
18
• DATE: Date in the valid format.
19
20 Note:
21
The date format must match the date part in the Global Date Format
22 field.
23
• TIME: Time in the valid format.
24
25 Note:
26
The time format must match the time part in the Global Date Format
27 field.
28
• TIMESTAMP: Timestamp in the valid format.
29
30 Note:
31
The timestamp must match with the timestamp part in the Global Date
32 Format field.
33
34 Private Displays whether the attribute is private.
35
36 Note:
37 This is displayed only if you have the multi-tenancy turned on. For details
on multi-tenancy, refer to the “Voice Portal” 5.1 documentation.
38
39
40 Note:
41 If you have turned the multi tenancy on, you will see the Allowed Organizations field.
42
Allowed Lists the different organizations to which the attributes are associated.
43 Organizati
44 ons
45
46 Actions You can perform the following actions:
47 • Click to get the details for the attribute.
48
• Click to associate the attribute with existing organization.
49
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04 Field or Description
05 Button
06
07 Note:
08 The is greyed out if you have not marked the attribute as private.
09
• Click to delete the attribute.
10
11 Add Use this to add a new attribute.
12
13 Generate Use this to generate a CSV template. You can create this template by
14 CSV selecting the listed attributes. When you click Generate CSV Template, the
Template system displays a Opening [Link] dialog box. You can choose
15
to either open the file or save the file.
16 You can use this csv file during the data import and upload the contacts using
17 Upload Contacts.
18
19
20
21 Detail attribute page field descriptions
22
23 Use this page to view the details of the attributes. This is a summary information based on the
24 values you select, while adding or editing an attribute.
25
26
Field or Description
27
Button
28
29 Attribute Displays the attribute name.
30 Name
31 Private Displays the attribute is private or public. If the value is no, then the attribute
32 is public.
33
Attribute Type Displays the attribute type.
34
35 Attribute Displays the organizations associated with the attribute.
36 Organizations
37 Attribute Displays the import data sources associated with the attribute.
38 Import Data
39 Source(s) Note:
40 Only if you import the attribute using database, this field shows the
41 attribute name and the database from which it is imported. In all other
42 cases, the system displays the message No Import Data
43 Source is associated with this attribute.
44 Attribute Displays the campaign associated with the attribute.
45 Campaign(s)
46
47
48
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04
05 Attribute organization association page field descriptions
06
07 Use this page to associate attributes with any organizations.
08
09 Field or Description
10 Button
11 Change Displays the attribute for which you want to associate the organization.
12 Organizations
13 for Attribute Note:
14 Even if you have not turned the multi-tenancy on, you can still view
15 icon. Clicking on the icon does not associate the contact group, as the
16 multi-tenancy is not turned on. For more details on multi-tenancy, refer
17 to “Voice Portal “ 5.1 documentation.
18 Select Displays the list of organizations.
19 Organization(
20 s)
21 Save Use to save the changes.
22
23 Cancel Use to cancel the organization association.
24 Help Use to access help for the particular topic.
25
26
27
28 Add new attribute page field descriptions
29
30 Use this page to add new attributes.
31
32
Field or Description
33 Button
34
35 Attribute A unique identifier for the attribute.
36 Name
37 Private Use selection check box to assign make the attribute private.
38
39 Note:
40 You will see the selection check box only if you have multi-tenancy turned
41 on. For details on multi-tenancy, refer to Voice Portal 5.1 documentation.
42 Select Use the drop-down list to assign the attribute type.
43 Attribute
44 Type
45
Save Use to add the attribute.
46
47
48
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05 Adding attributes
06
07
08
09 1. In the left pane, select POM Configurations > Contacts > Attribute.
10 2. Specify the Attribute Name.
11
12
13 Note:
14 This field is marked with an asterisk (*) indicating it is mandatory to enter a name.
15 3. Use the Private selection check box to make the attribute private.
16
17 4. Select the type of attribute using the drop-down list. You can select any value
18 depending on the nature of the attribute.
19 5. Click Add to add the attribute.
20
21
22
23
24
Deleting attributes
25
26
27 1. In the left pane, select POM Configuration > Contacts > Attributes.
28
29 2. Use the check box to select the attribute you want to delete.
30
31 Note:
32 You cannot delete the system attributes.
33
3. Click to delete the selected attribute.
34
35 The system displays a confirmation dialog box. Click Yes to delete, or No to cancel.
36
37
38
39
40
41 Data sources
42
43
44 About data sources
45
46 Contact data sources provide an ability to organize contact records into a contact group. You
47 can define two type of data sources — file based and database based. With the file based data
48 source, you can import contact records from a .csv file into a contact group. The .csv file can
49 either be on local file system or can be on File Transfer Protocol (FTP) server. With the
50 database based data source, you can import contact records from an external database. Data
51 source can be run once to import data, or schedule it to run at a defined date and time. You
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04 can define recurring schedules and import data at a fixed interval from an external file or a
05 database.
06
07
08 Data sources page field descriptions
09
10 This page helps you to create, schedule, edit, run or delete data sources. You can also
11 schedule an import of the data source and see history of the import.
12 If you do not have data source, the system displays the message:
13 No Data Sources are configured.
14
15 You will see the columns listed below, only if you configure one or more data source.
16
17 Field or Description
18 Button
19
Data Source Displays the data source name and the time stamp of the import activity.
20
Name Displays the timestamp only in case the data source is uploaded using a
21 file.
22
23 Type Displays how the data source is imported.
24 Contact Displays the contact group name.
25 Group
26
27 Last Executed Displays the time when the data import was executed.
28 Actions You can:
29
• Click to view the details of the data source.
30
31 •
Click to schedule the data source.
32
33 • Click to run the data source import activity immediately.
34 • Click
35 to view the import history.
36 • Click to delete the data source.
37
38 You will see the following controls on the screen even if you have not configured any data
39 source:
40 Refresh Use to refresh the page.
41
Upload Use to upload contacts.
42
Contacts
43
44 Add Contact Use to add a contact data source.
45 Data Source
46 Add DNC Data Use to add a DNC data source.
47 Source
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05 Import data source information page field description
06
07 Use this page to view the summary information of the selected data source.
08
09
10 Field or Description
Button
11
12 Data Source Displays the data source name.
13 Name
14 Data Source Displays the data source description.
15 Description
16
17 Contact Displays the contact group to which the data source belongs.
Group
18
19 Type Displays the type of the data source.
20
Local Path on Displays the path of the data source on the POM server.
21 POM server
22
23 OK Use to accept the summary information and go back to the Data Sources
24 page.
25 Help Use to access help for the particular topic.
26
27
28
29 Edit import data source information page field descriptions
30
31 Use this page to edit the data source.
32
33 Field or Button Description
34 Import Data Source Information: You can see the below listed fields for all types of import.
35 The first three fields are common across all imports. Additional fields may vary depending
36 on the type of import you chose.
37
Data Source Displays the name of the data source. You cannot edit the name.
38 Name
39
40 Data Source Use to edit the data source description.
41 Description
42 Import Into Use the drop-down list to select from existing contact groups.
43 Source
44
45
Note:
46
47 If you chose import by FTP/SFTP, you see the below listed fields in addition to the three
common fields mentioned.
48
49 Secured Use the selection check box to use a secured data import.
50
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04 Field or Button Description
05 FTP/SFTP Use to specify the host name or IP address of the FTP/SFTP server.
06 Host Name
07 User name Use to specify the user name to connect to the FTP/SFTP server.
08
09 Password Use to specify the password to connect to the FTP/SFTP server.
10 Remote Path Use to specify the path of the .csv file on the FTP/SFTP server.
11
12
13 Note:
14 If you chose import by database, you see the below listed fields in addition to the three
common fields mentioned.
15
16 Database Port Use to edit the port number.
17 Number
18 Database User Use to edit the user name used to connect to the database.
19 Name
20
21 Database Use to edit the password used to connect to the database.
22 Password
23 Contact Displays the system attributes.
24 Information
25 Field Name Displays the corresponding field from the external database.
26
27 Mapping Click to map the system attributes to the fields from the external
28 database.
29 Click to associate attributes.
30
31 Attribute Displays the custom attribute name.
32 Name
33 Attribute Type Displays the attribute type.
34
35 Mapping Field Displays the corresponding field from external database.
36 Mapping Use to perform following actions:
37
• Click to edit the association.
38
39 • Click to delete the association.
40
41
42 Note:
43 If you chose import by local file, you see the below listed fields in addition to the three
common fields mentioned above.
44
45 Local path on Use to specify the path of the file on the POM server.
46 POM server
47 (including file
name)
48
49
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04 Field or Button Description
05
06 Note:
07 If you chose import by class, you see the below listed fields in addition to the three
08 common fields mentioned above.
09 Class Name Use to specify the class name.
10
11 Save Use to make the changes permanent.
12
13
14
15 Manage import data schedule page field descriptions
16
17 Use this page to create, delete and list the schedules of the imported data source.
18
19
20 Field or Description
Button
21
22 Data Source Displays the data source name.
23 Name
24 Type Displays the data source type.
25
26 ScheduleId Displays the schedule Id.
27 Frequency Displays the frequency of the data import.
28
29 Start Time Displays the start time of the data import.
30 End Time Displays the end time of the data import.
31
Actions You can start, stop, delete, and pause the data import.
32
33
Note:
34
If you have any data import in either in running, paused, or aborted state,
35 you cannot run another instance of the same data import.
36
37 Add Use to add a schedule for data import.
38 Back Use to go back to previous page.
39
40
41
42 Import data source history page field descriptions
43
44 Use this page to see the history information for the selected data source.
45
46 Field or Description
47 Button
48 Data Source Displays the data source name.
49 Name
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04 Field or Description
05 Button
06 Data Source Displays the data source description.
07 Description
08 Id Displays the job ID.
09
10 Import Start Displays the data import start time.
11 Time
12 Import End Displays the data import end time.
13 Time
14
Success Displays the data import success count.
15 Count
16
17 Update Count Displays the data import update count.
18 Fail Count Displays the data import fail count.
19
20 Final Status Displays the data import final status.
21 Information Displays the data import information.
22
23 Actions You can view detailed events of a import job and delete the import data
24 source job events.
25
26 This page also displays the import data source job events.
27
28 Note:
29 You can see only the last 500 events at any given point of time.
30
31 Field or Description
32 Button
33 Id Displays the job ID.
34 Event Id Displays the event ID.
35
36 Event Time Displays the time of the event.
37 Actions You can pause, delete the events.
38
39
40
41
42 Add import data source wizard step 1 page field descriptions
43
44 Use this as a first step to import data.
45
46 Field or Description
47 Button
48 Create Use the option button to select from the following:
49 Data
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04 Field or Description
05 Button
06 Source • File
07 Using
• Database
08
09 • Custom
10
Import Data Source Information
11
12 Data A unique identifier for the data source name.
13 Source
14 Name
15 Data A brief description about the data source.
16 Source
17 Descriptio
18 n
19
Import into Contact Group
20
21 Contact Use the drop-down list to select a contact group from the list of existing contact
22 Group groups.
23
24
25
26 Add import data source wizard step 2 (file import) page field descriptions
27
Use this page to import data source using the File Import option.
28
29
Field or Description
30 Button
31
32 Create Use option button to select import from:
33 Data
• Local File Import
Source
34
Using • FTP/SFTP File Import
35
36 Note:
37 You can upload contacts using SFTP only for files upto 150 MB in size.
38
39 Local File Use if the source file is located on the local machine. You need to mention the
40 Import Local path on the POM server as the path from where the file will be
41 uploaded.
42
43 Note:
44 You can import files having either ANSI or UTF-8 format.
45 FTP/SFTP Use if you want to import using the File Transfer Protocol or Secure File
46 File Import Transfer Protocol.
47 Specify the following parameters:
48
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04 Field or Description
05 Button
06 • Secured: Use this check box if you want to use a secure file transfer protocol
07 for import.
08 • FTP/SFTP Host name: Specify the host name or IP address of the FTP or
09 SFTP server.
10
11 • User Name: Specify the user name to connect to the FTP/SFTP server.
12 • Password: Specify the password to connect to the FTP/SFTP.
13
• Remote Path: Specify the remote location of the csv file.
14
15 Note:
16 You cannot connect to the FTP server through a proxy server. If you
17 connect as Anonymous user, you cannot import contact data.
18
19 Upload Contacts from following file
20 Local path Use to specify the path of the csv file.
21 on the
22 POM
23 server
24 (Including
25 file name)
26 Finish Use this to finish the data import.
27
28
29
30
31 Add import data source step 2 (database import) page field descriptions
32
33 Use this page to import the data source using the database option.
34
Note:
35
36 All the fields on this page are mandatory.
37
38 Field or Description
Button
39
40 Import From Following Database:
41 Database Use the drop-down list to specify the type of the database.
42
43 Database Use to specify the host name of the database server.
44 Host Name
45 Database Use to specify the database name.
46 Name
47
Database Use to specify the port number to connect to the database.
48
Port
49 Number
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04 Field or Description
05 Button
06 • 5432 to connect to Postgres database.
07
• 1521 to connect to Oracle database.
08
09 Database Use to specify the user name to connect to the database.
10 User Name
11
Database Use to specify the password to connect to the database.
12 Password
13
14 Test Use to test the database connection.
15 Connectio
16 n
17
18
19
20
Add import data source wizard step 3 (database import) page field description
21 Use this page to specify the query to import data from the external database.
22
23 Field or Description
24 Button
25
SQL Query Use to specify the SQL query to get the data from the external database.
26
27
28
29
30 Add import data source wizard step 4 (database import) page field
31 descriptions
32
33 Use this page to map the fields of the external database to existing system and custom
34 attributes. The first table explains the system attributes, and the second table explains the
35 custom attributes.
36
37 Field or Button Description
38
39 Contact Displays all the system attributes.
Information
40
41 Field Name Displays the field names.
42
Mapping Click to map the columns from the external database with the system
43
attributes. You must use the drop-down list to select the columns.
44
45
46 Field or Button Description
47 Attribute Displays the attribute name.
48 Name
49
Attribute Type Displays the attribute type.
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04 Field or Button Description
05 Mapping Field Displays the mapping field.
06
Mapping Displays the mapped attribute.
07
08 Click to add custom attributes which can be mapped to the external
09 database fields.
10 Specify Mapping
11
12 Select Use the drop-down list to select the custom attribute.
13 Attribute
14 Map to Field Use the drop-down list to select the field to map the custom attribute.
15
16 Add Use to add the custom attribute.
17 Finish Use to finish the data import.
18
19
20
21 Add import data source wizard step 2 (class import) page field descriptions
22
23 Use this page to specify name of the custom class.
24
25 Note:
26 Ensure that the jar file of the specified class is in the $POM_HOME/lib/custom folder.
27
28 Field or Description
29 Button
30 Class Name Use to specify the name of the class from where you want to import the
31 data.
32
33 Note:
34 You need to create a custom data connector to import data using the
35 custom class. Refer to Creating custom database connector on
page 135
36
37 Finish Use to finish the data import.
38
39
40
41 Importing Data Source
42
43
44
45 1. In the left pane, select Proactive Outreach Manager > Real-Time Monitoring >
46 POM Monitor.
47
48 2. Select the Data Sources tab.
49 3. Click Go To Import Data Source to navigate to the data import page.
50
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04 A list of all the data sources, with the type of import is displayed. You can view the
05 details, schedule, edit, run, view the import history for the selected data source and
06 delete the data source.
07
08 Tip:
09 If the system displays a Auth_Code error while importing, verify the user name
10 and password you use to connect to the data source.
11 If the action item is greyed, you cannot perform that action on the selected data
12
source.
13
14
15 Note:
16 If a running campaign is using a data source, you cannot delete that specific data
17 source.
18 If a data import is running and the database server restarts, POM does not import
19 contacts while the database server is down.
20 4. Click Add Contact Data Source to add the contact data.
21
22 5. Click Add DNC Data Source to add the DNC data.
23 6. Click Refresh to refresh the page.
24
25
26
27
28 Add DNC data source page field descriptions
29
30
31 Field or Description
32 Button
33
Import Data Source Information
34
35 Data A unique identifier for the data source.
36 Source
37 Name
38 Data A brief description of the data source.
39 Source
40 Descriptio
41 n
42
What to do Use the option button to select if you want to:
43
44 • Add Address(es): The addresses are added to the DNC list and these
45 addresses are not a part of any campaign which uses the DNC lists.
46 • Remove Address(es): The addresses are removed from the DNC list and
47 can be a part of any campaign.
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04 Field or Description
05 Button
06 DNC File Use the option button to select if you want to:
07 Location
• Use Local File Import
08 Type
09 • Use FTP/SFTP File Import
10 Local File Use if the source file is located on the local machine. You need to mention the
11 Import Local path on the POM server as the path from where the file will be
12 uploaded.
13
14 Note:
15 You can import .csv files having either ANSI or UTF-8 encoding.
16
FTP/SFTP Use if you want to import using the File Transfer Protocol or Secure File
17 File Import Transfer Protocol.
18 Specify the following parameters:
19
20 • Secured: Use this check box if you want to use a secure file transfer protocol
for import.
21
22 • FTP/SFTP Host name: Specify the host name or IP address of the FTP/
23 SFTP server.
24 • User Name: Specify the user name to connect to the FTP/SFTP.
25
26 • Password: Specify the password to connect to the FTP/SFTP.
27 • Remote Path: Specify the remote location of the file.
28
29 Note:
30 You cannot connect to the FTP server through a proxy server.
31
DNC File Details
32
33 Local path Use to specify the path of the file on the POM server.
34 on the
35 POM
36 server
37 Add Use to add the DNC list to the data source.
38
39
40
41
42 Adding DNC data source
43
44
45
1. In the left pane, select POM Configuration > Contacts > Data Sources > Add
46
DNC Data Source.
47
48 2. Specify the Data Source Name and Data Source Description.
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04 3. Use the option button to specify if you want to Add Address(es) or Remove
05 Address(es).
06 4. Specify if you want import the data using Local File Import or FTP/SFTP.
07 If you select Local File Import, specify the local path on the POM server.
08
09 Alternatively, if you select FTP/SFTP, specify if you want to use the Secured
10 transfer, the FTP/SFTP Host Name, the User Name, the Password, and the
11 Remote Path.
12
13 Note:
14 You can upload contacts from files having either ANSI or UTF-8 format.
15
16 5. Click Add to add the DNC data source.
17 The system displays the
New Data Source Added Successfully
18
19 message.
20 6. Click OK to go back to the Import Data Source page.
21
22
23
24
25 Creating custom database connector
26
Prerequisites
27
28
• [Link] file. This .jar file references:
29
30 - import [Link]
31 - import [Link]
32
33 - import [Link]
34 - import [Link]
35
36 • [Link]
37
38 Note:
39
POM uses hibernate for database interactions.
40
41 • Both the files are in $POM_HOME/lib/common folder.
42
43
44 1. To implement java class, extend the ImportDsJob class and implement the
45 ContactListCreator interface.
46 public class CustomImport extends ImportDsJob implements
ContactListCreator
47
48 {
49
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04 .
05 .
06
07 }
08
09 2. To use the constructor with the importId parameter, type
10 public CustomImport(Session session, int importId) throws Exception
11 {
12 super(session, importId);
13
14 }
15 3. Implement the following methods from the Interface ContactListCreator:
16 void init() throws Exception;
17
18 To initialize the variables in the user class:
19 ArrayList<PimContact>getNextContactBatch()throws Exception;
20 To create list of PimContact objects:
21 boolean hasMoreContacts();
22
23 After every call to getNextContactBatch(), this function is called to check for
24 more contacts
25
4. To create a list of PimContacts:
26
27 a. Create a list to store contacts by typing:
28 ArrayList<PimContact> = new ArrayList<PimContact>();
29 b. Create a PIMContact object as:
30
PimContact contactObj = new PimContact();
31 [Link](contactId);
32 [Link](firstName);
33 [Link](lastName);
contactObj.setPhoneNumber1(phoneNumber1);
34 contactObj.setPhoneNumber2(phoneNumber2);
35 [Link](email);
[Link](language);
36 [Link](timzone)
37 Date now = new Date();
38 [Link](now);
39 c. Associate attributes with objects using:
40
41 i. PimAttribute tmpAttribute
=[Link](attributeName);
42
43 Pass attribute name to [Link]()
44 function.
45 If this attribute is present in thePOM system, function returns the
46 object else it returns null, so it is important to add the attributePOM
47 system first.
48
49
50 Warning:
51 If the attribute you try to import does not belong to your
52 organization, the function
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[Link](attributeName) returns
04 exceptions. Do not ignore the exceptions.
05
06 To add attributes, refer Adding attributes on page 123.
07 ii. PimContactAttribute contactAttributeObj = new
08 PimContactAttribute(contactObj, tmpAttribute,
09 attributeValue);
10 This function takes contact object, attribute object and attribute
11 values binds them together.
12
13 iii. Create a set to store contact attributes using:
14 Set <PimContactAttribute>contactAttributeSet = new
HashSet<PimContactAttribute>();
15 [Link](contactAttributeObj);
16
17 iv. Associate the set to contact object by typing:
[Link](contactAttributeSet);
18
19 d. Add this contact object to contact list by typing:
20 [Link](contactObj);
21
e. Return this contact list by typing:
22
return numberList;
23
24 If you finish creating the contacts, hasMoreContacts() must return false.
25
26 5. Create a jar file from this class, say [Link].
27 6. Copy the jar file to $POM_HOME/lib/custom folder.
28
29 7. Restart POM service by typing:/sbin/service POM restart.
30 8. Restart VPMS service by typing:/sbin/service vpms restart.
31
32 9. To create data source from the jar:
33 a. In the left pane, select POM Configurations > Contacts > Data Sources
34
35 b. Click Add Contact Data Source.
36 c. Select the Custom option button.
37
38 d. Specify the name and description.
39 e. Select the contact group from the drop-down list.
40
f. Click Next.
41
42 g. Specify the class name.
43
h. Click Finish.
44
45
46
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05 Upload contacts page field descriptions
06
07 Use this page to upload contacts from a comma separated file.
08
09
10 Field or Description
Button
11
12 Upload From Following File
13 Please The path of the comma separated file.
14 select the
15 file Note:
16 You can upload contacts from files having either ANSI or UTF-8 format.
17
18 Browse Use to navigate to the comma separated file.
19 Import Into Contact Group
20
21 Contact Use the drop-down list to specify the contact group.
Group
22
23 Upload Use to upload the data.
24
25
26
27 Uploading data from file
28
29 Prerequisites
30 Ensure you have a comma separated file (.CSV) with the contact data in one the following
31 formats, having either only system attributes or a combination of system and custom attributes.
32
33 Note:
34 The ID attribute is mandatory. All other attributes are optional.
35
36 For example, a file with system attributes:
37 id,firstname,lastname,phonenumber1,phonenumber2,email,language, timezone
1212,jane,doe,02034563433,919121212323,janedoe@[Link],en-us,PST
38 1234,john,blake,02045342312,919493929394,johnblake@[Link],en-us,PST
39
40 For example, a file with system and custom attributes:
41 id, firstname, phonenumber1, INV_STATUS
121, jane, 919323456545, INV_ACP
42 123, jack, 919845321245, INV_REJ
43
44
45 Caution:
46 You can upload contacts from files having either ANSI or UTF-8 format.
47
You can import contacts using Upload only when the Campaign Director service running on
48 primary VPMS is running as Master Campaign Director service.
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04
05 1. In the left pane, select POM Configuration> Contacts > Data Sources >Upload.
06
2. Click Browse to navigate to the data file.
07
08 3. Select the contact group, into which you want to import the data, using the drop-
09 down list.
10
4. Click Upload to upload the data.
11
12
13 Note:
14 If you delete the file when the import is running, the import is successful either
15 fully or partially depending on the records saved in the memory before the file is
deleted.
16
17
18
19
20
21
22
23 POM servers
24
25
26
27 About POM server
28
29 The POM server constitutes of core POM components required to execute campaigns and
30 communicate with the external SMS service providers, and various POM Web services. You
31 can install the POM server either on primary VPMS or secondary VPMS. If you install it on
32 more than one system, it provides high availability and failover capabilities.
33
34 The POM components are:
35 • Campaign Director: Campaign Director is a Linux service responsible for triggering
36 campaigns and data imports at scheduled date and time. It is also responsible for pausing,
37 resuming campaigns based on user action, and terminating campaigns if finish criteria is
38 specified for a campaign. If you install POM as a multiple server configuration, only one
39 campaign director is in active state and others are in dormant state. For a multiple server
40 configuration, the campaign director is responsible for assigning contacts to be processed
41 for any campaign, across POM servers. Campaign Director is also responsible for
42 redistribution of load in case of failures.
43
44 • Campaign Manager: The core campaign engine of POM. It is responsible for parsing a
45 contact strategy, making voice calls, sending SMS or e-mail messages. For making
46 outbound calls, it interfaces with one or more VPMS servers, for sending SMS/ e-mail
47 messages it interfaces with one or more SMS server/ e-mail servers. If you configure
48 multiple VPMS, SMS, and e-mail servers, the campaign manager uses all the servers in a
49 synchronized manner, thus using all media resources available for load balancing and
50 failover. If you chose to install POM as a multiple server configuration, the campaign
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04 manager service runs on all POM servers. When you run a campaign, each campaign
05 manager processes the contacts allocated to it by the campaign director.
06 • SMS Gateway: SMS Gateway is a Linux service installed with POM server. This service is
07 responsible for interfacing with external SMS Service providers using the SMPP 3.4
08 protocol. The SMS gateway is capable of working with multiple SMS Service providers.
09 When you configure multiple SMS Service providers, the SMS gateway uses all the
10 service providers to provide load balancing and failover. The SMS gateway service needs
11 to be run only if you plan to send SMS as part of POM campaigns.
12
13 • POM Web services: POM Web services are installed as part of POM server and are
14 typically accessed from the DD applications. POM PDC uses Web services to interface
15 with POM. You can use the Web services to gain access to various contact attributes to
16 play personalized prompts or make certain decisions in the DD application flow.
17
18
19 POM Servers page field descriptions
20
21 Use this page to view the existing POM servers. You can also use this page to add a POM
22 server, and modify or delete an existing POM server.
23
24
25 Field or Description
26 Button
27 Selection Use this selection check box to select the POM servers you want to delete.
28 check box
29 POM A unique identifier for the POM server.
30 Server
31 Name
32
33 Host The IP address of the POM server.
34 Address
35 Note:
36 The IP address has to be entered in the specified format of [Link].
37 Trace The default POM trace levels can be used for monitoring.
38 Levels
39
Add Opens the Add New POM server page.
40
41 Delete Deletes the selected POM server. You can select POM servers using the
42 check box next to the POM server name.
43 POM Use to configure POM server global settings.
44 Settings
45
46 Outbound Use to add voice servers.
47 Settings
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06 Add POM server page field descriptions
07
Use this page to add POM servers.
08
09
10 Field or Description
11 Button
12 POM A unique identifier for the POM server.
13 Server
14 Name
15
16 POM The IP address for the POM server.
17 Server IP
Address Note:
18
19 You have to enter the IP address in the specified format [Link].
20
21
22
23 Adding POM server
24
25
26
27 1. Click Add.
28 2. Specify the POM server name and the IP address.
29
30 3. Click Continue.
31 The POM certificate details are displayed.
32 4. Select Check the Trust this certificate check box to authenticate the certificate
33 to establish communication between the POM server and VPMS.
34
5. (Optional) Click on the Categories and Trace level link.
35
36 You can select to use the POM settings or the customized settings for the trace
37 levels using the option button.
38 6. Click Save to make the changes permanent.
39
40
41 Next steps
42
Restart the server for the changes to take effect.
43
44
45
46
47 Edit POM server field descriptions
48
49 Use this page to edit the POM server configuration.
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01 POM Configuration
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05 Field or Description
Button
06
07 POM A unique identifier for POM server.
08 Server
09 Name Note:
10 You cannot change the name of the POM server once specified.
11 POM The IP address of the POM server.
12 Server IP
13 Address
14
POM This certificate is to validate the POM server. This is used to connect and
15 Certificate access functionality of the VPMS.
16
17 Note:
18 A similar certificate is displayed while installing POM. The displayed
19 certificate should be identical to the certificate established during the
20 installation of POM.
21 Selection Check this selection check box to accept the certificate information displayed
22 check ox and to establish a trust relationship between POM and VPMS.
23
24 Note:
25 You need to accept the certificate to proceed to the next step. Following
26 error message is displayed if the certificate is not accepted.
27 Certificate must be accepted to enable communication with the
POM. If the displayed certificate is not correct, ensure that
28 the correct host address was given.
29
30 Categories You can use these to monitor POM. You can select to use the default POM
and Trace settings or have custom settings defined. You can have the levels as:
31
Levels
32 • Off
33 • Fine
34
35 • Finer
36 • Finest
37
You can monitor the trace levels for:
38
39 • Campaign Director
40 • Campaign Manager
41
42 • SMS Manager
43
44 Note:
45 Restart the POM server for all the changes to take effect.
46 Save Use to make the changes permanent.
47
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06 Editing POM server
07
08 Prerequisites
09 At least one POM server is configured.
10
11
12 1. Select the POM server you want to edit by clicking on the name of the server.
13
14 2. Edit the IP address of the POM server.
15
16 Note:
17 You cannot edit the name of the POM server.
18 3. Select the Trust this certificate check box.
19
20 4. (Optional) Click the Categories and Trace Levels link to specify the trace level
21 settings.
22 5. Click Save to save the changes.
23 The main page is displayed confirming the changes are saved.
24
25
26 Next steps
27
28 Restart the server for the changes to take effect.
29
30
31
32 Deleting POM server
33
34 Prerequisites
35
36 At least one POM server is configured.
37
38
39 1. Select the POM server you want to delete by selecting the check box next to the
40 POM server name.
41 2. Click Delete.
42
43
44
45
46
47
POM Global Settings page field descriptions
48 Use this page to configure parameters like the maximum size of the log files, categories and
49 trace levels for campaign manager, campaign director and SMS manager. These settings are
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01 POM Configuration
02
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04 applicable at the global level for all POM servers. You can override or change the settings for
05 the individual POM server through the Edit POM server page.
06
07 Field or Button Description
08 Trace Logger
09 Log File Use to specify the maximum size of the trace file. You can specify a value
10 Maximum Size between 1 to 100. The default value is 10.
11 (MB)
12
13 Number of Use to specify the maximum number of files a Tracer can retain on every
Logs To POM server. You can specify a value between 1 to 5. The default value is
14
Retain 2.
15
16 Event Settings
17 Event Level Use the drop-down list to monitor the events and alarm logs threshold sent
18 Threshold to by every POM server. You can chose to send the event types, depending
19 Send to VPMS on the value you select from the drop-down list. You can chose:
20
21 • Error: POM server will send Error and Fatal type of events to VPMS.
22 • Warn: POM server will send Error, Fatal, and Warning type of events to
23 VPMS.
24 • Info: POM server will send Error, Fatal, Warning and Info type of events
25 to VPMS.
26
27 Categories You can monitor the trace levels for Campaign Manager, Campaign
28 and Trace Director and SMS Manager. You can chose to monitor as:
29 Levels
• Off
30
• Fine
31
32 • Finer
33 • Finest
34
35 You can configure these settings from the Edit POM Server page, if you
select the Use POM Settings option.
36
37 Note:
38
Restart the POM server for all the changes to take effect.
39
40 Save Use to save the page, and go to the POM Servers page.
41 Apply Use to apply the current settings.
42
43
44
45
46
47
48 Voice server page field descriptions
49
Use this page to manage the VPMS outbound calls.
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05 Field or Description
Button
06
07 Selection Use this selection check box to select the voice servers.
08 check box
09 Name Displays the names of the voice servers you configure.
10
11 IP address Displays the IP address of the voice servers you configure.
12 Add Use to add voice servers.
13
Delete Use to delete voice servers.
14
15
16
17
18 Adding Voice Server
19
20
21
22 1. From the left pane, select POM Configurations > POM Servers > Outbound
23 Settings.
24 2. Specify the name for the voice server.
25
26 3. Specify the IP address of the voice server.
27 4. Specify the port number for the voice server.
28
5. Specify the a user name and password to connect to the voice server.
29
30
31 Note:
32 If you change the password for the voice server, the new password changes
33 reflect only when a new job starts, or when you pause a running job and resume
it.
34
35 6. Click Save to add the voice server.
36
37
38
39
40
41 Deleting voice server
42
43
44
45 1. In the left pane, select POM Configurations > POM Servers > Outbound
46 Settings.
47 2. Using the check box, select the voice server you want to delete.
48
49 3. Click Delete.
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01
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06
07
Chapter 9: Creating and running a
08 campaign
09
10
11
12
13
14
15
16 Creating and running a campaign
17
18 Before you create a campaign, make sure you:
19 • Add and configure minimum one POM server. Refer to Adding POM server on page
20 141
21 • Add and configure minimum one media channel; either a voice server, an SMS server, or
22 an e-mail server, depending on the type of campaign you want to create. Refer to Adding
23 Voice Server on page 145, or Adding SMS server on page 24, or Adding e-mail servers on
24 page 41
25
26 Follow the steps in the given sequence to create and run a campaign successfully.
27
28
29
30
31 Creating a contact group
32
33
34
35 1. In the left pane, select POM Configuration > Contacts.
36
37 2. Click Add New contact group on the Manage contact groups page.
38 3. Specify the Name and Description for the new contact group.
39
40 4. Click Add to add the new contact group.
41
42
43
44
45
46 Importing Contacts
47
48 Prerequisites
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01 Creating and running a campaign
02
03
04 Ensure you have a comma separated file (.CSV) with the contact data in one of the following
05 format:
06 File with system attributes:
07
id,firstname,lastname,phonenumber1,phonenumber2,email,language,timezone
08 1212,jane,doe,02034563433,919121212323,janedoe@[Link],en-us,PST
09 1234,john,blake,02045342312,919493929394,johnblake@[Link],en-us,PST
10
11 File with system and custom attributes:
12 id,firstname,company,INV_STATUS,address
13 1212,jane,Avaya,INV_ACP, "23Street,Lexington Avenue"
1234,john,ABC,INV_REJ,Woodfield resort
14
15 • The .csv file supports the ANSI or UTF-8 encoding.
16 • ID is a mandatory attribute and always appears first in the header.
17
18 • Specify the system and custom attributes in any order.
19 • Need to add the custom attributes before you can use them. Refer to Adding attributes on
20 page 123
21
22
23 Note:
24 If the values in the .csv file include a comma, you must override the comma by enclosing
25 it in double quotation marks (“ “). For example, if you want the address to be 23Street,
26 Lexington Avenue, write it as “23Street, Lexington Avenue” in the .csv file.
27
28
29 1. In the left pane, select POM Configuration > Contacts> Data Sources > Upload.
30 2. Click Browse and select the comma separated file you have created.
31
32 3. From the drop-down, select the contact group where you want to import the data.
33 4. Click Upload.
34 The Data Source tab displays the data source details.
35
36 5. Click Show import History to check if the import is successful.
37
38
39
40
41
42
43 Creating contact strategy
44
45
46
47 1. In the left pane, select POM Configuration > Campaigns > Strategies.
48 2. Click Add.
49
50 3. Specify the name for the contact strategy.
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01 Creating a contact strategy for call handler
02
03
04 4. To create a strategy based on a template, check the Use Template check box.
05 5. Select the template name from the Template drop-down list.
06 The template drop-down lists the System templates.
07
08 If you click Save on the Contact Editor page, then it checks for all the validations
09 before saving it as a final contact strategy. If there are any errors, you cannot save
10 the contact strategy.
11 If you click Save As on the Contact Editor page, then it will not check for any
12 validations and it will save it as draft. The Contact Strategy listing page shows the
13 strategy as Draft.
14
15 6. To create a template, use Save As on the Contact Strategy listing page and specify
16 a name.
17 7. Use the check box to save the contact strategy as template.
18
8. To create a custom template from system template, create a new contact strategy
19
and save it as final contact strategy.
20
21 9. From the Contact Strategy listing page click Save As to save it as template.
22 The Contact Strategy listing page will follow all the multi-tenancy rules for all types of
23 campaigns.
24
25
Note:
26
27 You can modify an existing contact strategy and save it as final strategy, or as
draft only if the contact strategy is not associated with any running campaign.
28
29 10. Click Continue.
30
31
32
33
34
35 Creating a contact strategy for call handler
36
37 This section explains how to create a contact strategy for voice calls using the SimpleCall
38 template.
39
40
41 1. In the left pane, select POM Configuration > Campaigns > Strategies.
42 2. Click Add.
43
44 3. Specify the name for the contact strategy.
45 4. Select the Use Template check box.
46
47 5. Select SimpleCall from the Template drop-down list.
48 6. Click Continue.
49
50 7. Select the Call node and specify the DriverApp property as POMDriver.
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01 Creating and running a campaign
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04
Note:
05
06 You need to add the POMDriver application through the VPMS Application menu,
before you can use it.
07
08 8. Click Save to make the changes permanent.
09
10
11
12
13
14
15 Creating a contact strategy for e-mail handler
16
17 This section explains how to create a contact strategy for sending e-mails, using the
18 SimpleMail template.
19
20
21 1. In the left pane, select POM Configuration > Campaigns > Strategies.
22
2. Click Add.
23
24 3. Specify the name for the contact strategy.
25 4. Select the Use Template check box.
26
27 5. Select SimpleMail from the Template drop-down list.
28 6. Click Continue.
29
30 7. Click Save to make the changes permanent.
31
32
33
34
35
36 Creating a contact strategy for SMS handler
37
38 This section explains how to create a contact strategy for sending SMS using the SimpleSMS
39 template.
40
41
42 1. In the left pane, select POM Configuration > Campaigns > Strategies.
43 2. Click Add.
44
45 3. Specify the name for the contact strategy.
46 4. Select the Use Template check box.
47
48 5. Select SimpleSMS from the Template drop-down list.
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01 Creating campaigns
02
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04 6. Click Continue.
05 7. Click Save to make the changes permanent.
06
07
08
09
10
11
12 Creating campaigns
13
14 Refer the following sections to successfully create a campaign:
15
16
17
18 1. Creating a campaign (campaign information page) on page 77
19 2. Creating a campaign (contact filtering criteria) on page 79
20
21 3. Creating a campaign (completion codes association) on page 80
22 4. Creating a campaign (finish criteria) on page 81
23
24
25
26
27
28
29
Executing Campaigns
30
31
32 1. In the left pane, select POM Configurations > Campaigns.
33
34 2. From the Actions columns, click to run the campaign immediately. Alternatively,
35 click the Schedule icon to run the campaign at a later time.
36 3. Alternatively you can schedule the campaign to run at a later time.
37
38 Note:
39
The time displayed on the page is two minutes more than the system time.
40
41
42 Next steps
43
44 • You can monitor the campaign and check the status of the campaign. Refer to Campaign
45 monitor page field descriptions on page 15
46
47 • You can generate and view various reports for the campaign. Refer to About reports on
48 page 45
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01
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05 Index
06
07
08 A configure call settings ...............................................109
09 configuring campaign settings ..................................109
10 about campaigns ........................................................69 configuring miscellaneous settings ...........................110
11 add attributes ............................................................122 contact filtering criteria ...............................................74
12 add completion codes ...............................................106 contact group association .........................................115
add contact group .....................................................114 contact groups ..........................................................112
13
add custom report ......................................................56 contact strategies ..................................................82, 84
14 contact strategy editor ................................................85
add POM server .......................................................141
15 contact strategy save as .............................................84
add SMPP connection ................................................27
16 add SMS server ..........................................................23 create campaigns .......................................................73
17 adding attributes .......................................................123 create contact group .................................................147
18 adding completion code ............................................106 create contact strategy ......................................101, 148
19 adding contact groups ..............................................114 create custom campaign detail report ........................62
20 adding DNC data source ..........................................134 creating campaigns ..................................................151
21 adding e-mail servers .................................................41 creating custom database connector ........................135
22 adding POM server ...................................................141 custom ........................................................................97
23 Adding POM Server ..................................................141 custom reports ............................................................55
24 adding SMPP connections .........................................32
25 adding SMS servers ...................................................24 D
adding voice server ..................................................145
26 data source importing ...............................................132
address .......................................................................93
27 ANI .............................................................................94 data sources import ..................................................124
28 application ..................................................................96 delete POM server ....................................................143
29 associate organization ..............................................115 deleting attributes .....................................................123
30 associating contact group .........................................115 deleting completion code ..........................................106
31 Attachment ...............................................................100 deleting contact group ..............................................116
32 attribute detail page ..................................................121 deleting POM server .................................................143
33 attributes ............................................................117, 119 deleting SMPP connection .........................................39
34 AvayaAgent ................................................................97 deleting SMS server ...................................................25
AvayaNotify ................................................................96 deleting voice server .................................................145
35
detail attribute page ..................................................121
36 DNC data source page .............................................133
37 C
38 call ..............................................................................88 E
39 campaign detail report page .......................................47
40 campaign jobs monitor ...............................................17 edit license settings ....................................................44
41 campaign monitor .......................................................15 edit POM server ........................................................143
42 campaign restrictions ................................................107 edit POM Server configuration .................................142
43 campaign restrictions page .......................................107 edit SMPP connection ................................................38
44 campaign summary report page .................................49 edit SMPP connection page .......................................33
45 completion code .......................................................103 edit SMS server ..........................................................24
46 completion code association ......................................75 editing POM server ...................................................143
completion code summary report page ......................52 Editing POM Server ..................................................142
47 completion code trend report page .............................54 editing SMS server .....................................................25
48 completion codes ......................................................105 emptying contact group ............................................116
49 condition .....................................................................94 exception ....................................................................92
50 configuration .............................................................108 execute campaigns ...................................................151
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01
02
03
POM campaign manager role .....................................11
04
G POM configuration ......................................................69
05 POM license ...............................................................43
06 generating campaign detail report ..............................46 POM license settings ..................................................44
07 generating campaign summary report ........................49 POM manager ............................................................19
08 generating completion code summary report .............51 POM ports and licenses .............................................70
09 generating completion code trend report ....................54 POM server ..............................................................139
10 generating custom campaign summary report ...........63 POM server fields .....................................................140
11 generating custom completion code summary report .... Proactive Outreach Manager Monitor ........................15
12 64 purge schedule configuration ....................................110
13 generating custom completion code trend report .......65 purging campaign data ..............................................111
14 purging import data ...................................................111
purging SMS data .....................................................112
15 H
16
handler .......................................................................87
17 R
18
19 I refresh POM server ....................................................20
20 refresh SMS server ....................................................21
import data monitor ....................................................16 reports ........................................................................45
21 import data source summary information .................125 restrict .........................................................................89
22 importing contacts ....................................................147 restrictions ..................................................................89
23 importing data source ...............................................132 result ...........................................................................95
24 ResultProcessors .......................................................95
25 L Retry ...........................................................................98
26 roles .............................................................................9
27 legal notices .................................................................2
28 licensing POM ............................................................43
S
29
30 M scheduled reports .......................................................66
31 scheduling reports ......................................................66
Mail ...........................................................................100
32 SMS ............................................................................99
manage configurations .............................................108
33 manage contact groups ............................................113 SMS server .....................................................21, 23, 39
34 manage import data schedule ..................................127 start POM ...................................................................20
35 manage SMPP connections .......................................27 stop POM ...................................................................20
36 manage SMS settings ................................................26
37 Managing SMS server ..........................................21, 39 T
38 managing SMS settings .............................................26
39 textItem .......................................................................86
40 N
41 U
42 notices legal .................................................................2
43 notificationtext ............................................................86
upload contacts from file ...........................................138
44 uploading data from file ............................................138
45 O url ...............................................................................98
46 override ......................................................................92
user management ........................................................9
47
48 V
49 P
50 POM administration role ...............................................9 voice server ..............................................................145
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