Proactive Outreach Manager (POM) 2.5 GA

1. TechOps Russia News Proactive Outreach Manager (POM) 2.5 GA October 2012 Дмитрий Сенашенко dsenashenko@avaya.com

2. Agenda • Что такое РОМ • Общий обзор (архитектура, возможности) • Улучшения РОМ2.5 • RoadMap • Pacing • Real time Monitor • Call Classification Analysis • Phone Formats • Contact Management • Campaign Strategy Enhancements

3. POM - Automated Outbound Self-Service, SMS, & E-Mail • CRM (APS or BPs) • Web Services for contacts/updates Complimentary 3rd Party Processes • Operational • Custom Reports • Best Time To Call • Targeted Applications • Packaged apps - e.g. appointment reminders, surveys (APS)(ISV)

4. POM – Solution Areas • Solution/Use Cases • Proactive Service • Welcome aboard, card activity, re-fills, fraud alerts, flight changes, appointment reminders, power outage notifications and more • Cost Management • Reduce inbound calls into the contact center with proactive outbound services • Customer Loyalty Programs • Surveys, loyalty program notifications/updates • Collections management • Payment reminders with interactive payment services

5. POM 2.5 – основные направления развития Расширение системных возможностей Улучшение администрирования (Enhanced UI) Расширение пользовательских возможностей • Manual and automated pacing of notifications • Pre-processing of calling lists (duplicates/bad-formats) • Real-time campaign changes • Multiple time zones per record • Flexible Do-Not-Call lists • Calling list management (add/edit/delete from GUI) • Multi-campaign, multi-activity real-time dashboard

6. Пример: Enhanced Automation - Pacing Supervisor Input Inbound CC-Elite queue data Campaign data POM Pacing Controller New pace Voice/Email/SMS • Inputs: Skill monitored, parameter (EWT, ASA, Queue Length, % Service Level), Desired value, Initial pace & pace interval, Pacing variation (how much lower/higher), Maximum pace • Output: System automatically raises/lowers pace to match the desired value of the parameter selected

7. Пример: Enhanced UI Flexible search and sort to easily view and modify lists. Easy, direct access to many administrative tasks with convenient drop-down menus. Easy editing of any customer record within the outreach list.

8. Пример: Enhanced Mgmt (Real-time changes)

9. POM 2.5 Feature Highlights Summary

10. Upgrade from POM 2.0 to POM 2.5 • Upgrade is supported from: • Voice Portal 5.1 with POM 2.0SP4 for systems that use Avaya Enterprise Linux • Voice Portal 5.1 with POM 2.0SP4 for systems that use Red Hat Enterprise Linux • Experience Portal 6.0 with POM 2.0SP4 for systems that use Avaya Enterprise Linux. • Experience Portal 6.0 with POM 2.0SP4 for systems that use Red Hat Enterprise Linux • Note: Prior to upgrading to POM 2.5, the platform needs to be upgraded: • Voice Portal 5.1 to Voice Portal 5.1 SP2 • Experience Portal 6.0 to Experience Portal 6.0 SP1

11. POM 2.5 – Compatibility Matrix • Application Enablement Services 6.1 – this enables the Dialog Designer application to utilize the CTI related functions through the CTI connector plug-in • Voice Portal 5.1, SP2Avaya Aura® Experience Portal 6.0, SP1 • Dialog Designer 5.1/Avaya Aura Orchestration Designer 6.0 • Avaya Aura® Call Center Elite 5.2, 6.2 • Avaya Contact Center Control Manager 6.0, 6.2, 6.3 • Call Management System 15.0, 16.3 • Communication Manager 5.2.1, 6.2 • Communication Server 1000 7.5 • IQ 5.1 – Note this does not apply to campaign data, it applies to self-service application data • Secure Access Link 1.8, 2.0 • Database: POM is supported only on Postgres 8.4/9.0 & Oracle 11g (Database can be on same server or external server for high-availability) • AudioCodes Mediant™ 3000 Gateway 2.0

12. Q2 New Proactive Outreach Manager Product Roadmap POM 2.0 May 2010 POM 2.5 Jule 2012 GA POM X 1H CY13 (Intent) Outreach Flexibility Agent Efficiency Lower TCO • Unified system for automated notifications and predictive agent-based dialing • Single strategy to seamlessly escalate from automated E-mails, SMS, voice to Preview, Progressive, Predictive • Integrated with Avaya contact center & Avaya Aura Experience Portal • Use existing Avaya ACDs • Common agent administration • Inbound/Outbound blending • Common agent desktop • Agent scripting

13. Overall POM Features/Benefits Summary

14. POM Installer Packages • POM Installer has following packages • POM VPMS/EPMS Plug-in • This can be installed only on the Primary VPMS/EPMS machine • POM Server • This can be installed on Primary or Auxiliary VPMS/EPMS machine. • POM DD/AAOD Applications • This can be installed on Primary or Auxiliary VPMS/EPMS machine

15. POM Single Box Setup • On a single server you have • EPMS, MPP, POM Server, Postgres Database • Email Servers, SMPP Connections are external • These are not required for Voice only campaign MPP VPMS/EPMS Postgres Database POM Plug-in POM Server POM Apps hosted on VPMS/EPMS App Server

16. POM Multi Box Setup Primary VPMS/EPMS Aux VPMS/EPMS #1 Aux VPMS/EPMS #2 Aux VPMS/EPMS #3 POM Server #1 POM Server #2 POM Server #3 POM Server #4 Note : MPPs not shown Oracle or Postgres Data base Server Note : App Servers hosting POM Apps not shown Multi POM Servers co -located with Prim./Aux. EPMS/VPMS. All POM Servers use single POM Database

17. POM 2.5 Pacing

18. Introduction • Pacing : Pacing is used to control the rate of call, SMS and E-mail for effectively using system resources. • In POM 2.5 , there are 4 modes available in pacing: • Time Based (Channels : Voice/SMS/E-mail) • Skill Based (Channels : Voice/SMS/E-mail) • Custom (Channels : Voice Only) • None (Channels : Voice/SMS/E-mail) • If None mode is selected then Campaign is said to be running with no pacing. None mode is same as POM 2.0 style dialing. • Pacing is available at task level and can be configured using the Campaign Strategy. Note : Pacing will be limited by the number of licenses/ports available for the channel irrespective of the pace of the campaign job.

19. Pacing Modes • Time Based (Call) : In this mode we can manage the call pace on a time duration basis. For e.g.: Number of calls to be launched every Second/Minute/Hour.

20. Pacing Modes : Time Based (continued) • The parameters that need to be configured from the strategy for time based pacing are : • Call Pacing Type : Time Based. • Call Pace : This is the allowed count value for every call Pace time unit. • Call Pace Time Unit : This is the time duration within which the allowed count of calls need to be launched. The available values are SECOND, MINUTE and HOUR. • Min Ports : Minimum number of voice ports to be allocated for this call task. This parameter is not mandatory. • Max Ports : Maximum number of voice ports to be allocated for this call task. This parameter is not mandatory.

21. Pacing Mode : Skill Based • This pacing will consider the inbound traffic parameters of the configured CCElite inbound skill and accordingly decide how many Calls ,E-mails or SMS to launch. • In this mode of Pacing we are going to monitor the following inbound Skill’s parameters : • % Service Level (SL), • Expected Wait Time (EWT), • Queue length (Q-L) and • Average speed of answer (ASA). These parameters give us the condition of the inbound traffic. • These parameters are provided by the RTSocket package on CMS to POM.

22. Pacing Mode : Skill Based (continued) • Configuration : Please configure the CMS and Inbound skill to monitor in the Configurations -> CCElite Configuration page. • Configure CMS details in CMS Configurations section. • Configure the Inbound skill by adding an inbound skill to monitor. This skill will be populated in the strategy when skill based pacing type is selected.

23. CMS Version R16.2 • CCElite Version CM 6.2 • CMS Version R16.2 • CCElite Version CM 6.2 Pacing Modes : Skill Based (continued) • Skill Based pacing requires CCElite to be configured in POM. • CMS Version : R16.2 and above • CCElite Version : CM 6.2 • Skill based pacing requires RTSocket package installed on CMS. The RTSocket package provides the values of traffic parameters of the inbound skill configured in CCElite configuration.

24. POM Real Time Monitor

25. Active Campaigns View • Active Campaign screen allows user to monitor all the campaigns currently active. • User can navigate to Campaign detail screen • User can navigate to Multiple campaign summary screen

26. Multi Campaign Summary • Application bar at campaign level will show name, status, progress and actions • Application bar at task level will show respective parameters at task level • Displays multiple campaigns with task wise summary and interval data.

27. Campaign Detail Screen • User will be able to pause/resume/stop campaigns from action pane • Left hand side section will show associated accordions with campaign • Each accordion will show task and there respective parameters in hierarchical form. • Right hand side detail pane will show Trend Chart & Completion Code View chart

28. Campaign Accordions and Properties • Completion Code view : It will show completion code interval data at task level

29. Call Classification Analysis (CCA)

30. CCA – Campaign Creation Wizard • Campaign Creation Wizard (CCW) will have two additional configuration parameters: • CCA start – When to start CCA detection • On connect – when the call is connected • On progress – when the call starts progressing (includes ringing) • CCA timeout – Maximum time for CCA (excluding message end) • Call Progressing Call Connected Start Of Voice • Ringing…………….................| • In POM 2.0 – CCA start was On connect with CCA timeout set to 5000 milliseconds by default.

31. Phone Formats

32. New Features: Time Zone Calculation 2. Automatically update time zone for phone numbers - POM will calculate Time zone based on phone, area code and country of a phone number. - Steps are as below Step1: Deriving Country Code for the phone number. It can be done by any one of the following ways: (i) User can give country code along with phone number using field separator eg 1#840222333 (# is a field separator) (ii) Using a separate column to specify county code If nothing is provided by user POM will use default country code specified in global configuration Step2: Get Area Code from the phone number (implies only for countries like US with multiple timezones)

33. Country Specific Settings Time Zone Area Code Mapping Dialing Rules Phone Reject Patterns • Add/Edit Country. • If the standard phone number length is lesser than standard phone minimum length, then POM prefixes the digits you specify to the phone number, and then checks whether number is between standard phone minimum length and standard phone maximum length, before the number is imported in the POM database.

34. Global Phone Number Reject Patterns • Global Phone Number Reject Patterns are applicable for all countries. • You can specify user defined patterns using digits and special characters: • digits: You can use any whole number. • * :Use as a wild card character. For example, 999* means any number starting with 999. • - :Use to specify a range of numbers. For example, 1–3, means any number from1 to 3. • ? :Use to specify a single digit. One ? means 1 digit. For example, 9?? means any 3 digit number starting with 9. • [ ]: Use to specify either one of the number in the brackets. For example, [0–1] means any number • starting with 0 or 1

35. Phone Number Reject Patterns • Phone Number Reject Patterns are country specific. • You can specify user defined patterns using digits and special characters: • digits: You can use any whole number. • * :Use as a wild card character. For example, 999* means any number starting with 999. • - :Use to specify a range of numbers. For example, 1–3, means any number from1 to 3. • ? :Use to specify a single digit. One ? means 1 digit. For example, 9?? means any 3 digit number starting with 9. • [ ]: Use to specify either one of the number in the brackets. For example, [0–1] means any number • starting with 0 or 1.

36. Time Zone Area Code Mapping • Time zone area code mapping is used to automatically calculate time zone for • a phone number.. • Each Time zone can have Area Codes and Phone Starting Digits. While importing contact data into POM system, this mapping is used to calculate the time zone for a phone number. • If you have mentioned a time zone field for a phone number during import, then POM ignores the time zone and area code mapping settings.

37. Time Zone Area Code Mapping - Edit • Edit page provides facility to edit multiple area codes and phone starting digits for a Time Zone at the same time. • You can also add new area codes and Phone Starting Digits mapping for a Time Zone.

38. Time Zone Area Code Mapping - Edit • Each Area code is a link which can be used to quickly edit the Phone Starting Digits for that Time zone area code mapping.

39. Dialing Rules • Dialing Rules converts a phone number from standard format to dial format. • Dialing Rules takes the standard phone number along with country code as input, and based on the country code figures out the applicable rule. • A Dialing Rule can have Area Code and Phone Starting Digits. The Dialing Rule which matches Area Code and Phone Starting Digits combination is applied to a phone number.

40. Dialing Rules - Edit • Edit page provides facility to edit multiple area codes and phone starting digits for a Dialing Rule at the same time. • You can also add new area codes and Phone Starting Digits mapping for a Dialing Rule.

41. Contact Management

42. Enhancements • Contact Data sources • Data source history moved to reports

43. Enhancementscntd • Contact Data sources • Run Data sources from Contact Lists

44. New Features in Contact Lists • Contact Lists 1. Contact Add/Edit/Delete from Web UI 2. Only imported attributes will be shown in the contact browser 3. Configurable number of contacts to be displayed on contact browser • 10/20/50 4. Sort contacts on contact browser 5. Search records on contact browser

45. New Features in Contact Lists cntd • Contact Lists • Contact Add/Edit/Delete from Web UI

46. New Features in Contact Lists cntd • Contact Lists • Configurable number of contacts to be displayed on contact browser • 10/20/50

47. New Features in Attributes cntd • Attributes • Add Multiple Attributes • Max 50 at a time Go to Attribute, then click on Add Multiple button

48. New Features in Attributes cntd • Attributes • Child Attributes for phone type attributes • When user adds attributes xxx of type phone then xxx_ctry_code and xxx_tz will be automatically added. Eg. If user adds new attribute phone3 of type PHONE, then following 2 child attributes will be added automatically • phone3_ctry_code • phone3_tz • Phone time zone can be automatically calculated or specified by user

49. New Features in Contact Data Source cntd • Contact Data Source • Following type of field delimiters for file based contact import

50. Campaign Strategy Enhancements