Administering Proactive Outreach

Manager through Avaya Control Manager

Release 7.1
Issue 1.1
February 2016
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Contents

Chapter 1: Introduction ................................................................................................. 7

Purpose ................................................................................................................................... 7
Intended audience ................................................................................................................... 7
Related resources ................................................................................................................... 7
Documentation ...................................................................................................................................... 7
Training ................................................................................................................................................. 8
Avaya Mentor videos............................................................................................................................. 9
Support.................................................................................................................................... 9

Chapter 2: Overview.................................................................................................... 10
Key features .......................................................................................................................... 10
POM overview ....................................................................................................................... 11
Support for POM features in Avaya Control Manager ............................................................ 12

Chapter 3: Configuring Avaya Control Manager with POM ..................................... 14

Enabling database integration ............................................................................................... 14
Testing the POM Web service URL from the Avaya Control Manager System ...................... 15
Configuring POM on Avaya Control Manager ........................................................................ 15
Configuring the Avaya Control Manager POM Web site ........................................................ 18

Chapter 4: Administering POM from Avaya Control Manager ................................ 20

Logging on to the POM system through Avaya Control Manager ........................................... 20
Managing campaigns ............................................................................................................ 20
Viewing campaigns ............................................................................................................................. 20
Adding a new campaign ...................................................................................................................... 21
Editing an existing campaign .............................................................................................................. 23
Deleting campaigns............................................................................................................................. 24
Searching a campaign by name ......................................................................................................... 25
Cloning a campaign ............................................................................................................................ 25
Initiating a campaign ........................................................................................................................... 26
Stopping a campaign .......................................................................................................................... 27
Pausing a campaign............................................................................................................................ 28
Managing campaign strategies .............................................................................................. 28
Viewing campaign strategies .............................................................................................................. 28
Deleting existing campaign strategies ................................................................................................ 29
Searching campaign strategies by name ............................................................................................ 29
Cloning a campaign strategy .............................................................................................................. 30
Managing phone formats ....................................................................................................... 30

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 Viewing phone format ......................................................................................................................... 30
Adding a new phone format ................................................................................................................ 31
Editing the existing phone format ........................................................................................................ 32
Deleting existing phone formats .......................................................................................................... 32
Searching a phone format by country ................................................................................................. 33
Managing Outreach Lists ....................................................................................................... 33
Viewing an Outreach List .................................................................................................................... 33
Adding a new Outreach List ................................................................................................................ 34
Editing an existing Outreach List ........................................................................................................ 35
Deleting an existing Outreach List ...................................................................................................... 35
Searching an Outreach List by name.................................................................................................. 35
Uploading contacts to an Outreach List .............................................................................................. 36
Viewing all customer records .............................................................................................................. 37
Adding new contacts to customer records .......................................................................................... 37
Editing existing contacts from customer records ................................................................................ 38
Deleting existing contacts from customer records .............................................................................. 39
Managing Data Source ....................................................................................................................... 40
Clearing contacts from Outreach List.................................................................................................. 40
Managing the DNC list ........................................................................................................... 41
Viewing the DNC list ........................................................................................................................... 41
Viewing member in the DNC list ......................................................................................................... 42
Adding a new member to the DNC list ................................................................................................ 42
Editing existing DNC address from the DNC list ................................................................................. 43
Deleting existing DNC address from the DNC list .............................................................................. 44
Managing attributes ............................................................................................................... 45
Viewing the Attribute list ...................................................................................................................... 45
Adding a new attribute ........................................................................................................................ 46
Editing the existing attribute ................................................................................................................ 46
Deleting existing attributes .................................................................................................................. 47
Searching an attribute by name .......................................................................................................... 47
Generating a sample CSV Contact file ............................................................................................... 48
Configuring the POM system ................................................................................................. 48
Scheduling the system clean up ............................................................................................ 49

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Chapter 1: Introduction

Purpose
This document describes how to administer the functioning of Proactive Outreach Manager through
Avaya Control Manager.

Intended audience
This document is intended for people who want to administer Proactive Outreach Manager through
Avaya Control Manager.

Related resources

Documentation
The following table lists the related documents for Avaya Control Manager. Download the
documents from the Avaya Support website at http://support.avaya.com.

Title Description
Installation and Configuration

Installing Avaya Control Manager This document describes how to install Avaya
Control Manager. This document also provides
information about the software and hardware
requirements and installation checklist.
Configuring Avaya Control Manager This document describes how to configure Avaya
Control Manager. This document also provides
information about enabling the connectors and
configuring the components of Avaya Control
Manager.
Avaya Control Manager Quick Installation This document describes how to install Avaya
and Configuration Control Manager using Express mode. This
document also provides information about how to
configure Avaya Aura® Communication Manager
and Avaya Call Management System with Avaya
Control Manager.
Administration
Avaya Control Manager Port Matrix This document describes the port usage for Avaya

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 Title Description
Control Manager.
Administering Avaya Control Manager for This document describes how to administer the
Avaya one-X® Agent Central Management functioning of Avaya Control Manager for Avaya
one-X® Agent Central Management.
Events and Alarms
Avaya Control Manager Support for SNMP This document describes the SNMP notifications for
Messages Avaya Control Manager. This document also
provides information about the specific events that
occur in the environment.
Using
Using Avaya Control Manager This document describes how to use Avaya Control
Manager. This document also describes the
features and capabilities of Avaya Control Manager.
Using Avaya Control Manager Central This document describes how to use Avaya Control
License and Traffic Tracker Manager Central License and Traffic Tracker. This
document also describes the features and
capabilities of Avaya Control Manager Central
License and Traffic Tracker.
Using Avaya Control Manager This document describes how to use Avaya Control
Conversation Sphere Manager Conversation Sphere. This document also
describes the features and capabilities of Avaya
Control Manager Conversation Sphere.
Using Avaya Control Manager API This document provides an overview of Avaya Control
Manager API. This document also describes how to
use Avaya Control Manager API for integrating the
Avaya Control Manager provisioning server.
Using Avaya Control Manager with Avaya This document describes how to use Avaya Control
Voice Portal/Experience Portal sample Manager with Avaya Voice Portal or Experience
application Portal.
Upgrading
Upgrading Avaya Control Manager This document describes how to upgrade Avaya
Control Manager from the earlier releases to the
current release. The document includes upgrade
checklist, upgrade procedures, and verification
procedures for each supported upgrade path.

Training
The following courses are available on the Avaya Learning website at www.avaya-learning.com.
After logging into the website, enter the course code or the course title in the Search field and click
Go to search for the course.

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 Course code Course title
Virtual Trainings
8C00010E Knowledge Access: ASPS - Avaya Control Manager
8C00110E Knowledge Access: Avaya Control Manager for Administrators
Traditional Trainings
4C00070V Avaya Control Manager Implementation and Maintenance
4C00071V Avaya Control Manager for Administrators
Online Test
5300 Avaya Control Manager Implementation and Maintenance Online Test

Avaya Mentor videos

Avaya Mentor videos are available to provide technical content on how to install, configure, and
troubleshoot Avaya products.
Videos are available on the Avaya support site, listed under the video document type, and on the
Avaya-run channel on YouTube.
To find videos on the Avaya support site, select the product name, and check the videos checkbox
to see a list of available videos.
Note: Videos are not available for all products.
To find the Avaya Mentor videos on YouTube, go to http://www.youtube.com/AvayaMentor and
perform one of the following actions:
 Enter a key word or key words in the Search Channel to search for a specific product or topic.
 Scroll down Playlists, and click the name of a topic to see the available list of videos posted on
the site.

Support
Visit the Avaya Support website at http://support.avaya.com for the most up-to-date documentation,
product notices, and knowledge articles. You can also search for release notes, downloads, and
resolutions to issues. Use the online service request system to create a service request. Chat with
live agents to get answers to questions, or request an agent to connect you to a support team if an
issue requires additional expertise.

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Chapter 2: Overview
The Avaya Control Manager system is a centralized operational administration solution that
provides a comprehensive solution for administrators to support day-to-day operations. Avaya
Control Manager complements the Avaya Contact Center suite by integrating the management and
administration tasks of various contact center entities.
With the Avaya Control Manager system, administrators can unify, streamline, and centralize the
management of Avaya Aura® Contact Center operations. In addition, the administrator can track
events and take necessary action to meet customer needs. The Avaya Control Manager system is
for Avaya customers using different Avaya Contact Center Business Unit products and solutions.
The Avaya Control Manager system integrates with a Unified Communication infrastructure based
on Avaya Aura® Communication Manager and Avaya Aura® Session Manager. Avaya Control
Manager integrates with and supports operational administration of Avaya Contact Center suite,
including the following:
 Avaya Modular Messaging
 Avaya Call Management System
 Avaya IQ
 Avaya Aura® Call Center Elite Multichannel
 Avaya Interaction Center
 Avaya Voice Portal
 Avaya Aura® Experience Portal
 Avaya Proactive Contact
 Avaya Proactive Outreach Manager
 Avaya Aura® System Manager
 Avaya Aura® Messaging
 Avaya Aura® Session Manager
 Avaya Aura® Application Enablement Services
 Avaya one-X® Agent
 Avaya Aura® Workforce Management
 Avaya Aura® Contact Center with Elite customers who use a blended environment
(Voice on Elite with Multimedia on AACC)
 Non-Avaya third-party Workforce Optimization solution

Key features

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 Centralized management and administration of all contact center applications.
 Personalized thin client application interface.
 Real-time monitoring and historical analysis of agents, skills, Vector Directory Numbers
(VDNs), campaigns, and other business data.
 Visual call flow designer and vector management.
 Role-based permissions and multi tenancy support.
 Full Microsoft Active Directory integration with single sign-on (SSO) functionality.

POM overview
POM provides a solution for unified, multichannel, inbound, and outbound architecture. This
solution has the capability to communicate through different channels of interaction, from Short
Message Service (SMS) to e-mail, to the traditional voice and video.
You can manage the POM application of Voice Portal or Avaya Aura Experience Portal, a new
class of Application, linking the capabilities within the platform with the management infrastructure
and services. POM provides a prepackaged application for deployments which focuses on quicker
deployments, shorter time to market, and lower costs.

The integration of Avaya Control Manager and POM includes a Web-based user interface for non-
technical users and advanced users to manage key campaign related activities in a single location.
Avaya Control Manager provides support for managing the key POM configurations from Avaya
Control Manager user interface including the following:
 Campaign Management
 Strategies Management
 Lists management
 Address books
 Scheduled Jobs and Actions

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 POM Applications
 Codes and Agent Scripts Management
 Generate POM Reports

Support for POM features in Avaya Control Manager

Avaya Control Manager integration to POM provides the following capabilities:
Feature Supported actions
Manage POM Campaigns Viewing campaigns on page 20
Adding a new campaign on page 21
Editing an existing campaign on page 23
Deleting campaigns on page 24
Searching a campaign by name on page 25
Cloning a campaign on page 25
Initiating a campaign on page 26
Stopping a campaign on page 27
Pausing a campaign on page 28
Manage POM Campaign Viewing campaign strategies on page 28
Strategies Deleting existing campaign strategies on page 29
Searching campaign strategies by name on page 29
Cloning a campaign strategy on page 30
Manage POM Phone Formats Viewing phone format on page 30
Adding a new phone format on page 31
Editing the existing phone format on page 32
Deleting existing phone formats on page 32
Searching a phone format by country on page 33
Manage POM Outreach Lists Viewing an Outreach List on page 33
Adding a new Outreach List on page 34
Editing an existing Outreach List on page 35
Deleting an existing Outreach List on page 35
Searching an Outreach List by name on page 35
Uploading contacts to an Outreach List on page 36
Viewing all customer records on page 37
Adding new contacts to customer records on page 37
Editing existing contacts from customer records on page 38
Deleting existing contacts from customer records on page 39
Managing Data Source on page 40
Clearing contacts from Outreach List on page 40

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 Feature Supported actions
Manage POM DNC lists Viewing the DNC list on page 41
Viewing member in the DNC list on page 42
Adding a new member to the DNC list on page 42
Editing existing DNC address from the DNC list on page 43
Deleting existing DNC address from the DNC list on page 44
Manage POM Attributes Viewing the Attribute list on page 45
Adding a new attribute on page 46
Editing the existing attribute on page 46
Deleting existing attributes on page 47
Searching an attribute by name on page 47
Generating a sample CSV Contact file on page 48
Manage POM Global Configuring the POM system on page 48
Configuration
Manage POM Purge Schedule Scheduling the system clean up on page 49

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Chapter 3: Configuring Avaya Control
Manager with POM
You must configure parameters on POM before integrating Avaya Control Manager with POM.
To integrate Avaya Control Manager and POM, you can use the following methods:
 Direct Database Integration to the POM postgres database.
 Web Service based integration that leverages the POM API to start and stop campaigns.

Enabling database integration

Procedure
1. Log on to the POM server using an SSH client called PUTTY.
2. In the command prompt, type su sroot and login with the sroot user.
3. Edit the pg_hba.conf file.
This file manages the configuration of the postgres IP address access rules.

4. Scroll down to the database access rights section and insert a new record that represents the IP
of the Avaya Control Manager server that accesses the POM database.

5. Save the file.

6. Restart the Postgres service.

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Testing the POM Web service URL from the Avaya
Control Manager System
Procedure
1. Log on to the Avaya Control Manager server using Remote Desktop Protocol (RDP).
2. Open an Internet Explorer browser and type the following URL:
https://[yourpomservername]/axis2/services/VP_POMCmpMgmtService?wsdl
The yourpomservername corresponds to the IP or hostname of the POM server.
3. If you receive a Website security certificate warning, click Continue to this website (not
recommended) link.
The system prompts you to enter user name and password.
4. In the Security window, enter valid username and password of a POM user.
Note: A POM user has access to the POM native administrative interface.
After successful authentication, the system displays the webservice XML that has various
defined POM methods.

Configuring POM on Avaya Control Manager

To integrate ACM with POM, you must use the postgresql ODBC driver. The following instructions
explain how to download and configure the postgresql ODBC driver on an ACM machine.

Procedure
1. Download the 32-bit version postgresql ODBC driver from
http://ftp.postgresql.org/pub/odbc/versions/msi/psqlodbc_09_02_0100.zip.
2. Run the driver installation using the default options.
3. Open the driver configuration file located at C:\Windows\SysWOW64\odbcad32.exe.
4. On the System DSN tab, click Add and select the PostgreSQL ANSI driver.
The system displays the following screen:

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5. Enter appropriate values in the following fields:
Field Description
Data Source PostgreSQL
Description PostgreSQL
Database The postgre database name.
SSL Mode disable
Server The IP address of the POM database
Port The port number of the POM database. In most cases, the
port number is 5432.
User Name The user name of the POM database user. The user must
have administrative rights to the POM database.
Password The password of the POM database user.

6. Log on to the Avaya Control Manager interface as an administrator.

On the Avaya Control Manager webpage, click Configuration Portal > Contact Center (CC) >
AAEP.
The system displays the following screen:

7. Click the Add button.

The system displays the following screen:

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8. Enter appropriate values in the following fields:
Field Description
Alias The alias name.
Application The type of application. In this field, you must click POM.
Type
Server Host The hostname or IP address of the server that runs the POM database.
Name
Web Service The URL of the POM Web Service. In this field, you must enter the
URL following URL as:
https://[yourpomservername]/axis2/services/VP_POMCmpMgmtService.
In the URL, yourpomservername specifies the IP or host name of the
POM server.
Web Service The user name for the POM Web Service. This user has administrative
Username privileges in the native POM interface.
Web Service The password of the user.
Password
DB DSN The postgre data source name (PostgreSQL).

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 Field Description
DB Port The port configured in the postgre data source.
DB name The name of the POM database.
Database The type of database. In this field, you must enter the value POSTGRE.
Type
Database The user name to the postgre database. The user must have full DBO
UserName permissions. You can use the postgre user that is installed as a part of
POM.
Database The password of the database user.
User
password
Version The version number of the POM server.
9. Click the Save button.
For more details, see Using Avaya Control Manager.

Configuring the Avaya Control Manager POM Web site

By default, the POM Avaya Control Manager Website is configured to work with a POM
configuration number 1 in the Avaya Control Manager system.
The number of the POM configuration refers to the record stored in the Avaya Control Manager
database in the following database table:

The configuration number can be changed if you configure various systems or delete a system and
create a new system. If the configuration number changes, you must enter the new number in the
Avaya Control Manager POM Web portal. The configuration number is stored in the WEB.CONFIG
file.

Procedure
1. Go to the Avaya Control Manager POM WEB folder.
2. The default folder path is C:\Program Files (x86)\Avaya\Avaya Control Manager
7.1\Web\ACCCM POM WEB.
3. Right-click the Web.config file and select Open with > Notepad.
The system displays the following screen:

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4. Locate the AAEP_ID parameter and change the value of this parameter.
5. Save the file.

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Chapter 4: Administering POM from
Avaya Control Manager
This chapter describes how to administer POM-related features through Avaya Control Manager.
Note: This guide contains information which is only related to Avaya Control Manager. You must
use this guide in conjunction with the Using Proactive Outreach Manager guide. For more
information, see Using Proactive Outreach Manager guide.

Logging on to the POM system through Avaya Control

Manager
To administer POM through Avaya Control Manager, you must add the user as a privileged user to
the POM system. You can obtain the user name and password from your administrator.

Procedure
1. Log on to the Avaya Control Manager interface as an administrator.
2. On the Avaya Control Manager webpage, click POM
3. Log on to the POM Management Portal using itnv user.
The system displays the POM home page.

Managing campaigns

Viewing campaigns

Procedure
1. On the POM Management Portal home page, click Campaigns.
The system displays the following page:

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 This page shows a list of all POM campaigns that are currently defined in the system. The list is
available from the POM postgres database, which specifies that all POM campaigns defined in
the native POM administrative interface appear in this list.

Heading Description
Name The name of the POM Campaign.
Status The status of the Campaign in the POM system.
Priority The campaign priority.
Type The campaign type.
Strategy The name of the POM strategy assigned to the campaign.
List The name of the outreach list assigned to the campaign.

Adding a new campaign

Adding a new Campaign using basic steps

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

2. On the Campaign tab, click Add.

The system displays the following page:

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3. Perform the following actions:
a. In the Name field, enter the name of the new campaign.
b. In the Description field, enter the description of the campaign.
c. In the Campaign Strategy field, click the type of strategy.
d. In the Campaign Type field, click the campaign type.
e. In the Outreach List pane, select the available outreach items from the Available Items list
and add it to the Selected Items list by clicking the > key.
You can add more than one item at a time by holding down the Shift key and clicking on the
item.
4. Click Save to add the new campaign.

Adding a wizard based Campaign

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

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2. On the Campaign tab, click the Wizard icon.
The system displays the following page:

3. In a wizard based view, follow the on-screen instructions to configure all campaign parameters.
You can use the left side navigation to switch between the wizard steps.
Note: While switching between the wizard screens, you can click the Previous button to return
to the screen and the Finish button to complete the wizard.
4. Click Finish to add the new campaign.

Editing an existing campaign

Editing the campaign using basic steps

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

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2. On the Campaign tab, select the campaign that you want to modify.
3. Click Edit.
The system displays the existing campaign.
4. Modify the campaign details as needed.
5. Click Save.

Editing a campaign using wizard based Campaign

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

2. On the Campaign tab, select one or more campaigns that you want to modify.
3. Click the Wizard button.
The system displays the existing campaigns.
4. Modify the campaign details as needed.
5. Click Save.

Deleting campaigns

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

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2. On the Campaign tab, select one or more campaigns that you want to delete.
3. Click Delete.
4. On the Confirmation dialog box, click Yes.

Searching a campaign by name

With the search feature, you can search campaigns based on campaign name.

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

2. In the Search field, type the name of the campaign to search.

3. Click the Search button.
The system displays the list matching the search criteria.

Cloning a campaign

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

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2. On the Campaign tab, select a campaign that you want to clone.
3. Click the Clone button.
The system copies all the existing source campaign data to the new campaign as follows:

4. Modify the campaign details as needed.

5. Click Save.

Initiating a campaign

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

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2. On the Campaign tab, right-click a campaign and select Run Campaign.

The system initates selected the campaign.

Stopping a campaign

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

2. On the Campaign tab, right-click a campaign and select Stop Campaign.

The system stops the selected campaign.

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Pausing a campaign

Procedure
1. On the POM Management home page, click Campaigns.
The system displays the following page:

2. On the Campaign tab, right-click a campaign and select Pause Campaign.

The system halts the selected campaign.

Managing campaign strategies

Viewing campaign strategies

Procedure
1. On the POM Management home page, click Campaigns > Campaign Strategies.
The system displays the following page:

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 This page shows a list of all POM campaign strategies that are currently defined in the system.
The list is available from the POM postgres database, which specifies that all POM campaign
strategies defined in the native POM administrative interface appear in this list.
Heading Description
Name The name of the POM Campaign Strategy.
State The state of the strategy.
Task Type The type of the strategy.

Deleting existing campaign strategies

Procedure
1. On the POM Management home page, click Campaigns > Campaign Strategies.
The system displays the following page:

2. On the Campaign Strategies tab, select one or more campaign strategies that you want to
delete.
3. Click Delete.
4. In the Confirmation dialog box, click Yes.

Searching campaign strategies by name

The search feature allows you to search campaigns based on the strategy name.

Procedure
1. On the POM Management home page, click Campaigns > Campaign Strategies.
The system displays the following page:

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2. In the Search field, type the name of the campaign strategy to search and click the Search button.
The system displays a list matching the search criteria.

Cloning a campaign strategy

Procedure
1. On the POM Management home page, click Campaigns > Campaign Strategies.
The system displays the following page:

2. On the Campaign Strategies tab, select a campaign that you want to clone.
3. Click the Clone button.
The system copies all the existing source campaign strategy data to the new campaign strategy
as follows:

4. Modify the campaign strategy details as needed.

5. Click Save.

Managing phone formats

Viewing phone format

Procedure
1. On the POM Management home page, click Campaigns > Phone Formats.
The system displays the following page:

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 This page shows a list of all POM phone formats that are currently defined in the system. The
list is available from the POM postgres database, which specifies that all POM phone formats
defined in the native POM administrative interface appear in this list.

Heading Description
Country Code The country code defined in POM.
Country Name The name of the country.
Standard Phone Length The standard length of the phone.
Phone Prefix The prefix of the phone.

Adding a new phone format

Procedure
1. On the POM Management home page, click Campaigns > Phone Formats.
The system displays the following page:

2. On the Phone Formats tab, click Add

The system displays the following page:

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3. Perform the following actions:
a. In the Country Name field, enter the name of the country.
b. In the Country Code field, enter the telephone code number of the country.
c. In the Standard phone minimal length field, enter the minimum length of the phone
number.
d. In the Standard phone maximum length field, enter the maximum length of the phone
number.
e. In the Phone Prefix field, enter the prefix the telephone must use before dialing an external
call.
4. Click Save to add the new phone format.

Editing the existing phone format

Procedure
1. On the POM Management home page, click Campaigns > Phone Formats.
The system displays the following page:

2. On the Phone Formats tab, select the phone format that you want to edit.
3. Click Edit.
The system displays the existing phone format.
4. Modify the phone format details as needed.
5. Click Save.

Deleting existing phone formats

Procedure
1. On the POM Management home page, click Campaigns > Phone Formats.
The system displays the following page:

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2. On the Phone Formats tab, select one or more phone formats that you want to delete.
3. Click Delete.

Searching a phone format by country

Procedure
1. On the POM Management home page, click Campaigns > Phone Formats.
The system displays the following page:

2. In the Search field, type the name of the phone format to search and click the Search button.
The system displays the list matching the search criteria.

Managing Outreach Lists

Viewing an Outreach List

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

This page shows a list of all POM Outreach lists that are currently defined in the system. The list
is available from the POM postgres database, which specifies that all POM outreach lists
defined in the native POM administrative interface appear in this list.

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 Heading Description
Outreach List name The name of the outreach list.
Total Contacts The total number of contacts that exist in the list.
Last updated The last date/time when the record was updated.

Adding a new Outreach List

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, click Add.

The system displays the following page:

3. Perform the following actions:

a. In the Outreach List Name field, enter the name of outreach list.
b. In the Description field, enter the description of outreach list.
4. Click Save.

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Editing an existing Outreach List

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, select the outreach list that you want to edit.
3. Click Edit.
The system displays the existing outreach list.
4. Modify the details as needed.
5. Click Save.

Deleting an existing Outreach List

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, select one or more outreach lists that you want to delete.
3. Click Delete.

Searching an Outreach List by name

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. In the Search field, type the name of the outreach list and click the Search button.
The system displays the list matching the search criteria.

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Uploading contacts to an Outreach List

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, right-click an outreach name and select Upload Contacts.
The system displays the following page:

3. In the Upload Contacts page, click Browse and navigate to the location of the contact (comma
delimited file).
Note: To create the file format, on the POM home page, go to Scripts & Codes > Attribute.
For more information, see Managing attributes on page 45.
4. In the Advanced Options pane, perform the following actions:
a. Select the Empty Contact List before Import option to delete all contacts.
b. Select the Check Phone numbers/Emails for DNC option to check every imported contact
against the DNC list.
c. In the On duplicate record found field, click one of the following options:

Option Description
Update existing To update the existing with the new data.
Ignore contact To ignore the new contact.
5. Click Upload.

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Viewing all customer records

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, right-click an outreach name and select Show All Customer
Records.
The system displays the following page:

3. To search a customer record or sort criteria, use the appropriate fields and click Apply Criteria.
The system lists the contact records that match the criteria.

Adding new contacts to customer records

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, right-click an outreach name and select Show All Customer
Records.
The system displays the following page:

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3. Click Add.
The system displays the following page:

.
4. Enter appropriate information in the necessary fields and click Save.

Editing existing contacts from customer records

Procedure
1. On the POM Management home page, select Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, right-click an outreach name and select Show All Customer
Records.

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 The system displays the following page:

3. Double-click the contact that you want to modify.

The system displays the contact.
4. Make the necessary changes to the contact and click Save.

Deleting existing contacts from customer records

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, right-click an outreach name and select Show All Customer
Records.
The system displays the following page:

3. Select one or more contacts that you want to delete.

4. Click Delete.
The system deletes the selected contacts.

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Managing Data Source

Procedure
1. On the POM Management home page, click Lists > Outreach List.
The system displays the following page:

2. On the Outreach List tab, right-click an outreach name and select Manage Data Source.
The system displays the following page:

3. In the wizard based view, follow the on-screen instructions to configure all data source
parameters.
You can use the left side navigation to switch between the wizard steps.
Note: While switching between the wizard screens, you can click the Previous button to return
to the screen and the Finish button to complete the wizard.

Clearing contacts from Outreach List

Procedure
1. On the POM Management home page, click Lists > Outreach List.

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 The system displays the following page:

2. On the Outreach List tab, right-click an outreach name and select Empty Outreach List.
The system clears the contact from the selected outreach list.

Managing the DNC list

Viewing the DNC list

Procedure
1. On the POM Management home page, click Lists > DNC List.
The system displays the following page:

This page shows a list of all POM DNC lists that are currently defined in the system. The list is
available from the POM postgres database, which specifies that all POM DNC lists defined in
the native POM administrative interface appear in this list.

Heading Description
DNC List name The name of the DNC list.
Total Contacts The total number of contacts that exist in the list.
Last updated The last date/time when the record was updated.

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Viewing member in the DNC list

Procedure
1. On the POM Management home page, click Lists > DNC List.
The system displays the following page:

2. On the Outreach List tab, right-click a DNC member and select Manager Customers.
The system displays the following page:

The list includes all existing members of the DNC list.

Adding a new member to the DNC list

Procedure
1. On the POM Management home page, click Lists > DNC List.
The system displays the following page:

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2. On the Outreach List tab, right-click a DNC name and select Manager Customers.
The system displays the following page:

3. Click Add.
The system displays the following page:

.
4. In the DNC Address field, enter the address of the DNC address and click Save.

Editing existing DNC address from the DNC list

Procedure
1. On the POM Management home page, click Lists > DNC List.
The system displays the following page:

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2. Right-click a DNC name and select Manager Customers.
The system displays the following page:

3. Double-click the DNC address that you want to modify.

The system displays the DNC address.
4. Make the necessary changes to the DNC address and click Save.

Deleting existing DNC address from the DNC list

Procedure
1. On the POM Management home page, click Lists > DNC List.
The system displays the following page:

2. Right-click the DNC name and select Manager Customers.

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 The system displays the following page:

3. Select the DNC address you want to delete and click Save.

Managing attributes

Viewing the Attribute list

Procedure
1. On the POM Management home page, click Scripts & Codes > Attributes.
The system displays the following page:

This page shows a list of all POM scripts and codes with attributes that are currently defined in
the system. The list is available from the POM postgres database, which specifies that all POM
phone formats defined in the native POM administrative interface appear in this list.

Heading Description
Name The name of the attribute.

Type The Type of the attribute.

Read Only for Agent Shows if the attribute is selected for “Read Only” for the Agent.

Store results Shows if the attribute is selected to Store results.

Marked for Agents Shows if the attribute is selected for Agents.

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Adding a new attribute

Procedure
1. On the POM Management home page, click Scripts & Codes > Attributes.
The system displays the following page:

2. Click Add
The system displays the following page:

3. Perform the following actions:

a. In the Name field, enter the name of the attribute.
b. In the field after Name field, click an appropriate option.
c. Select the Read only for Agent check box to set the attribute in the read-only format.
d. Select the Store Result check box to store the attribute result.
e. Select the Marked for Agents check box to make this attribute available for agents.
4. Click Save to add the attribute.

Editing the existing attribute

Procedure
1. On the POM Management home page, click Scripts & Codes > Attributes.
The system displays the following page:

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2. Select an attribute that you want to edit.
3. Click Edit.
The system displays the corresponding attribute.
4. Modify the attribute details.
5. Click Save.

Deleting existing attributes

Procedure
1. On the POM Management home page, click Scripts & Codes > Attributes.
The system displays the following page:

2. Select one or more attributes.

3. Click Delete.

Searching an attribute by name

Procedure
1. On the POM Management home page, click Scripts & Codes > Attributes.
The system displays the following page:

2. In the Search field, type the name of the attribute and click the Search button.
The system displays the list matching the search criteria.

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Generating a sample CSV Contact file

Procedure
1. On the POM Management home page, click Scripts & Codes > Attributes.
The system displays the following page:

2. Select one or more attributes from the list and click the Generate CSV icon.
The system exports the file as CSV to the local directory.

Configuring the POM system

Procedure
1. On the POM Management home page, click System Configuration > Global Configuration.
The system displays the following page:

2. Update the parameters related to the global configuration for the POM server.
3. Click Save.

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Scheduling the system clean up
Procedure
1. On the POM Management home page, click System Configuration > Purge Schedule.
The system displays the following page:

2. Update the parameters related to the system cleanup for the POM server.
Click Save.

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Index
A L
add a new attribute...................................................... 47 log on to POM system ................................................. 20
add a new campaign ................................................... 21
add a new member to the DNC list ............................. 43
add a new outreach list ............................................... 34 M
add a new phone format ............................................. 31
manage campaign strategies....................................... 28
add a wizard based campaign .................................... 22
manage campaigns ..................................................... 20
add new contacts to customer records ........................ 38
manage data source .................................................... 40
administer POM from Avaya Control Manager ............ 20
manage outreach lists ................................................. 33
Avaya Control Manager features................................. 10
manage phone formats ................................................ 31
Avaya Control Manager overview ............................... 10
manage the DNC list ................................................... 42

C P
clear contacts from outreach list.................................. 41
pausing a campaign .................................................... 28
clone a campaign strategy .......................................... 30
POM features in Avaya Control Manager .................... 12
cloning a campaign ..................................................... 25
POM overview ............................................................. 11
configure Avaya Control Manager POM Web site ....... 18
configure Avaya Control Manager with POM .............. 14
configure POM on Avaya Control Manager ................. 15 S
configure the POM system .......................................... 49
schedule the system clean up ..................................... 50
search a campaign by name........................................ 25
D search a phone format by country ............................... 33
search an attribute by name ........................................ 48
delete a campaign ....................................................... 24
search an outreach list by name .................................. 36
delete an existing outreach list .................................... 35
search campaign strategies by name .......................... 29
delete existing campaign strategies ............................ 29
stopping a campaign ................................................... 27
delete existing contacts from customer records .......... 40
delete existing DNC address from the DNC list........... 45
delete the existing attribute ......................................... 48 T
delete the existing phone format ................................. 33
test POM Web service URL ......................................... 15

E
U
edit a campaign using basic steps .............................. 23
edit a campaign using wizard based campaign ........... 24 upload contacts to an outreach list .............................. 36
edit an existing campaign ............................................ 23
edit an existing outreach list ........................................ 35 V
edit existing contacts from customer records .............. 39
edit existing DNC address from the DNC list............... 44 view all customer records ............................................ 37
edit the existing attribute ............................................. 47 view an outreach list .................................................... 34
edit the existing phone format ..................................... 32 view campaign strategies ............................................ 28
enable database integration ........................................ 14 view campaigns ........................................................... 20
view members in the DNC list...................................... 42
view phone format ....................................................... 31
G view the attribute list .................................................... 46
generate a sample CSV Contact file ........................... 49 view the DNC list ......................................................... 42

I
initiating a campaign ................................................... 26

Administering Proactive Outreach Manager through Avaya Control Manager 50

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