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Avaya Proactive Outreach Manager

Release 4.0

Avaya Proactive Outreach Manager Release 4.0 was made generally available in December 2020; Service Pack 1 (Release 4.0.0.1) was issued in April 2021; Feature Pack 1 (Release 4.0.1) was issued in September 2021. This is the latest release of Avaya Proactive Outreach Manager and is recommended for new development.

New In This Release

Release 4.0.1

New and enhanced features in Avaya Proactive Outreach Manager Release 4.0.1 include:

  • Assign a campaign-specific dialing priority for contacts imported into a contact list by a running data source.
  • Set up the dialing order for priority, retry, and regular records in the Campaign Creation Wizard.
  • Update the priority of records when the records are marked for retry.
  • Skip to the next Address node in a Call task node when the Guard Times property is enabled.
  • Temporarily restrict a record that cannot be attempted.
  • Set the number of agent callbacks that POM can add to the call queue of each agent.
  • Updates to the Campaign Strategy Editor including add, copy, paste, and delete a node from the Campaign Strategy, and move a blend agent to inbound either immediately or only after the agent completes pending callbacks.
  • Pass multiple phone numbers to retrieve customer journey information with Avaya Oceana Release 3.8.1.
  • Enhancements to POM Supervisor Dashboard including new Imports, License Summary and Inbound Skills dashboards, filtering options for date and time and duration information, creating and managing custom views and dashboards, changing the state of a zone and assigning a failover zone, and setting the time format for the Supervisor Dashboard.
  • Added new events in Event SDK including Heartbeat Events, Inbound Skill event, and events related to contact list and DNC data import/import statistics.

For more information about these and other enhancements in this service pack, see Chapter 2 of the Overview and Specification guide for Release 4.0.1.

New In This Release

Release 4.0.0.1

New and enhanced features in Avaya Proactive Outreach Manager Release 4.0.0.1 include:

  • Enhanced the reset retry counter for attempted contacts after application of dynamic filtering.
  • Upgraded the contact list import speed.
  • Support for WebRTC enabled agents.
  • Introduced Heartbeat events that provide notification about Kafka server status to POM Event SDK clients.
  • Added scripts to fix Apache Zookeeper access control list vulnerability.

For more information about these and other enhancements in this service pack, see Chapter 2 of the Overview and Specification guide for Release 4.0.

Release 4.0

New and enhanced features in Avaya Proactive Outreach Manager Release 4.0 include:

  • Added new SysAgentID attribute to enhance Get Contact Batch from Contact List performance.
  • Support for Avaya Experience Portal 8.0 (not backward compatible).
  • Support for FIPS 140-2.
  • Interoperability in FIPS mode, supporting FIPS mode connection with Postgres and MSSQL.
  • Enhanced contact exclusion, including excluding a batch of records from dialing and callback retention.
  • Added Supervisor Dashboard Service, including real-time campaign monitoring, staffed agent monitoring and performing campaign and agent operations similar to POM monitor.
  • Added Proactive Outreach Manager Cache to maintain in-memory database.
  • Added Attribute and System Restrictions to Rule editor, support multiple conditions with "and" and "or" operators in the same rule.
  • Enhanced Agent API to support Contact List Name and Id.
  • Updated Campaign Strategy Editor to JavaScript/jQuery based UI.
  • Changed Kafka Topic name for direct subscription to Kafka.
  • Added tenant partitioning in the Rule engine.
  • Enhancements to REST and Agent API callbacks.
  • Added new configuration to maintain retry count per completion code.
  • Introduced manual dialing feature for agents to dial number using a workspace, third-party application or device.

For more information about these and other enhancements in this release, see Chapter 2 of the Overview and Specification guide for Release 4.0.

Release Summary

Release Status

Generally Available
Latest Release