Yes, we are using Workspaces for Elite. Sure, I will have a look at the POM Agent API guide.

Thank you so much Mike for the response!

Thank you Mike for the response!

I have tried to do external transfer with prefix 1 and able to transfer to external number successfully. But, with the internal extension transfer, the primary agent who initated the transfer is not getting dropped from the campaign outreach card. When the primary agent tries to transfer the customer call to secondary agent (same skill) by giving agent ID/station ID, the primary agent is able to transfer the call to secondary agent. But, the primary agent is not getting option to select the completion code/end the outreach card and the customer contact card is still with the primary agent. Once the conversation is complete between seconday agent and the customer, the primary agent is getting option to select the completion code. The primary agent is in "ACQUIRED-TALKING" state when the secondary agent and customer are talking. The primary agent is not getting released from the call untill the conversation completes. Even though, the primary agent is occupied, he is not able to listen the conversation. The primary agent couldn't release himself from transfer and he is stuck with the call.

a. Is it something which needs to be checked from SIP trunk for the above issue?
b. Is there any specific configuration which needs to be done in Campaign to allow/dis allow consult/transfer?

Hi Everyone,

We are running an agent based campaign with call pacing mode as "Progressive". When a POM agent tries to perform a Consult/transfer they get a message saying – “network refusal” and consult attempt fails. The call remains with primary agent. This error happens even if the second agent is part of the POM campaign skill or not.
a. Is there anything in the campaign strategy that stops agent from using/clicking the button for consult on Avaya workspaces?
b. Or the network refusal is more on the dial plan that should allow call origination from POM to other CM extensions?

I have disabled the compliance timers and configured the CCA timeout as 7500 (ms) in my campaign. I will try enabling the compliance timers and timeout values as you suggested. Thank you so much for your response.

Hi Team,

I have created an agent based campaign with call pacing mode as "Progressive" to reserve the agent first before campaign starts dialing out the customer. The campaign will reserve the agent first(agent in Ready state) and then initiates the call to the customer. If customer answers the call, the campaign should connect the customer with the reserved agent. We are experiencing the delay of 2-6 seconds for customer to get connected with an agent. The customer has to say at least twice "hello" to get connected with an agent once he answers the call. Also, we have never seen customer getting connected with an agent as soon as he answers and says "hello".

Please find attached the campaign strategy for reference. Could you let me know what could be causing the delay in agent connection?

Yes. I'm making progress with my campaign and getting stuck/need input on how to handle the scenarios which I have asked.

Thank you so much for your detailed explanation and I really like the way you respond to the queries.

I happened to test the voice mail box full and disconnected phone number scenario via POM campaign. I'm getting the completion code as either "Answer machine" or "Disconnected By User-CCA".

Voice mail box full : I have tested 2 different service provider numbers and getting "Answer machine" as completion code for one service provider number and "Disconnected By User-CCA" as completion code for other service provider. Is the completion code based on the response from service provider? Any thoughts on this.

Phone number disconnected : Similar to the voice mail box full testing, tested with 2 different service providers. Getting completion code as "Answer machine" for one number and "Disconnected By User-CCA" for other number.

Hi Team,

I'm trying to find the POM completion code for the below scenario and didn't find any reference in the POM documentation. FYI, the campaign is agent based progressive campaign and it has setup to leave a voice message when customer didn't pick up the call.

Can you help me with the queries.

1. Voice mail box is full :

Since the customer VM box is full and campaign would not have left a voice message, I'm trying to find a different completion code apart from "Answer Machine". So that I can handle these customers differently in strategy (retry after sometime/report VM full etc).

2. Phone number is disconnected :

If the customer phone number is disconnected/no longer in service, I'm trying to find a completion code to consume/generate report. When we directly dial the disconnected phone number, we are getting the message like "call can't be completed as dialed" and "the phone number has been disconnected".

3. Contact Strategy :

What is the significance of min and max agent configuration in Pacing Parameters under Call node in Contact strategy.

The documentation says the below description for Min and Max agent.

Min Agents : Use to specify the minimum number of agents required for a task. You can specify any number between 0 and 9999.

Max Agents : Use to specify the maximum number of agents required for a task. You can specify any number between 1 and 9999.

Is it the minimum and maximum number of agents required to handle a single contact or to handle the complete campaign?

Kindly help me with the above queries.

Hi,

My use case is when POM campaign dials to a contact (can be IVR number/phone number), POM has to identify its a IVR number (third party IVR). On identifying its a IVR number, POM should be able to recognize the options played by that IVR and provide inputs accordingly. I understand from your answer that recognizing specific prompts and sending DTMF tones will be difficult. But, thought of checking the feasibility to achieve this use case. Again, as you mentioned differentiating IVR vs simple answering machine also one more challenge as we will be getting completion code as "Answer Machine" for both IVR number and answering machine.

Thank you so much for your answers!

Thank you so much Taylor for the deatiled answer. I agree on the challenges which you have mentioned below on differentiating IVR vs simple answering machine. But, can you help me on how to navigate the third party IVR flows (can be any IVR flow like insurance company, banking IVR and not hosted in EP). As POM can invoke the custom EP IVR application when answering machine is detected, would like to know how to send dtmf digits/traverse the third party IVR flows from the custom IVR application. Since its third party IVR, is it possible to recognize the options played by that IVR and send corresponding dtmf digits as input from the custom POM application.


Really appreciate your help on this!

Team,

We have a requirement to traverse the third party IVR flows via POM outbound campaign. When we give the third party inbound IVR number (TFN/DID) as contact phone number in POM contact list, POM should send DTMF digits/traverse through the third party IVR application. Is that possible in POM and kindly help us here!

Also, we are getting completion code as "Answer machine" when we give any third party IVR numbers.

Thanks Mike for the response!

Yes Mike. I'm able to see the contact attributes in the Agent Desktop. But, I would like to know is there any way to pass UUI to the agent. Actually, we have an inbound application which pass UUI data to the agent to invoke screen-pop. We wanted to invoke the same screen-pop for agent based outbound campaigns also. So, if we could pass the UUI for outbound calls also, we can invoke the screen-pop similar to inbound calls.

Team,

We are building an agent based (Progressive) outbound campaign in POM with agent-first strategy. In order to invoke screen-pop, we need to pass UUI in a pre-defined format to the agent and want to check on how can we send UUI data to agent without an IVR application?

Please find attached the snippet of the contact strategy which we are using.

Kindly help us here!

Thank you for the prompt response.

Hi Team,

I have a application with 1 Configurable Application Variable which is displaying in EP (running successfully). I have added 1 new configurable application variable to the existing application and after deploying in tomcat application server, the new variable is not showing up in EP. It is only showing the old CAV only.

In DEV environment, it is working fine and displaying the newly added variable. But, its not displaying in PROD. I have checked the tomcat server connectivity, its fine. Even application is working fine without any issues.

Even I'm able to see the new variable from the below URL :
https://<Server IP:Port/App name/AdminVariableInfo


Alos, I have enabled DEBUG level in VPAppLogClient.log4j.properties. But, there is no error in vpAppLogClient.log file

Can you help me to resolve this issue?

Thanks,
Myvizhi