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Subject: Pom multiple calls per one record
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Hello,
When I set up campaign as Preview, there is one call per calling list record ( Nailer calls both agent and customer), however when I set up campaign as predictive ( either cruise control or expert calling ratio ), there are two calls for every outbound record, one call from Nailer, and one call from PomDriverApp. Anyone encountered this problem before? How this can be solved ? thanks |
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Subject: Re:Pom multiple calls per one record
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I've never actually looked at which processes make which calls, but your observation doesn't surprise me. POM agent-based campaigns always involve a conference between two call legs - one from the MPP to the agent (the "nail-up" connection) and one from the MPP to the contact's phone number (the "called party" connection). When the campaign is Preview, the single call to the contact will originate from the same MPP that is holding up the agent's nail-up connection. The preview call to the contact will be initiated by the agent (or on the agent's behalf via a timer). Although PomDriver could place that call, I can see that the Avaya developers might have chosen to have Nailer place that call. That's an implementation, and not an architectural, detail.
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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Subject: Re:Pom multiple calls per one record
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Hello Glen,
Thank you for your answer, the problem is that the customer is receiving two calls for every record : Suppose we have infinite job, the scenario is as below : 1. Infinite job is running, there are no records to be called 2. A single record with single phoneNo is added to infinite job/calling list 3. POM calls the customer phone no ( using PomDriverApp ) 3. The customer answers the call 4. POM makes another call to the the same phone number, this time with Nailer application This ends up with customer having two calls at the same time, one answered and one ringinh The expected behaviour would be that POM makes a call, classifies if it is real voice and then transfers this to the agent ( "nails" agent ) Please find attached screeshot, where you can observe, that POM makes two oubound calls, to the customer at the same time ( customer no starts with 06 ...) Thank you !
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Subject: Re:Pom multiple calls per one record
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Thanks for the clarification of the behavior. As you expected this is NOT what POM should be doing. We have not directly seen this with any of our customers, but a quick search of the Avaya support notes turned up the following that sounds similar:
POM Agent Receives 2 Nailup Calls
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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Subject: Re:Pom multiple calls per one record
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Offline |
Hi,
I think, that the case, you mention, is a little bit different. We do not have two nailup calls, with have two calls to the same customer. Anyway, the epm certificate is already imported in Application Server trust store, so I guess this must be something different. thanks. |
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