Avaya POM Components

POM Experience Portal Management System (EPMS) Plug-in
When POM is installed, the POM plug-in is installed on the Experience Portal. This plug-in incorporates the POM Web application and POM tools that look after licensing, logging, and alarming.

POM integrates with the EPM to provide common administration and management tasks like Single Sign On (SSO), user management, logs, alarms and license management. The POM plug-in is only installed on the primary EPM.

When the EPMS plug-in is installed, the plug-in registers POM as a managed application with Experience Portal, deploys the POM Web application on the Tomcat server and initializes POM related configurations.

POM Server
The POM server consists of core POM components required to execute campaigns and communicate with the various POM Web services. The POM server can be installed on  either the primary EPM or auxiliary EPM. When installed on more than one hardware server, the POM server supports high availability and failover capabilities.

Campaign Director

Campaign Director is a Linux service responsible for triggering campaigns and data imports at scheduled date and time. Campaign Director is also responsible for pausing and resuming campaigns based on user action and terminating campaigns if their finish criteria are specified. When POM is installed in a multiple server configuration, only one Campaign Director is in the active state and others are in the dormant state. For a multiple server configuration, the Campaign Director is responsible for assigning the contacts to be processed for any campaign across POM servers. Campaign Director is also responsible for redistribution of load in case of failures.

POM Web services

Web services are installed as part of the POM server and are accessed from the external applications. POM Pluggable Data Connector (PDC) uses Web services to interface with POM. Web Services can be used to access various contact attributes to play personalized prompts or make certain decisions in the application flow.

Agent Manager

POM Agent Manager (PAM) is a Linux service installed with the POM server and is a core module to manage and run agent-based and agent-less campaigns. The PAM is responsible for distributing licenses to all voice based campaigns. The high-level functions of PAM include:

  • Manages agent allocation and state for campaigns
  • Manage agents in a blended job. This module is only supported in Call Center Elite
  • Update the POM database with current agent related information for reporting
  • Distribute the preview and predictive agent licenses among running agent-based campaigns and distributing outbound ports to voice notification campaigns
  • Support real time commands from POM Monitor like changing job-related parameters minimum agents, priority or agent based commands like Forced Logoff

POM Single Server Configuration

A single server deployment can be used for smaller capacity deployments (up to 75 Predictive agents).The illustration below depicts the single server configuration.

When using the single-server configuration, a separate server will be required for failover. The configuration includes a single server running the EPM, Media Processing Platform (MPP), POM software along with the database and application server. For single server installation, the POM server and EPM plug-in packages are installed on the primary EPM.

POM Multiple Server Configuration

The multiple-server configuration includes one or more POM servers installed on the primary EPM and auxiliary EPM. The EPMS plug-in resides only on the primary EPM and the rest of the POM servers reside on the auxiliary EPM systems. In this configuration, one of the designated POM servers controls the failover and load balancing when using the agent-less notifications. The following diagram shows a multiple-server configuration. For simplicity, the MPPs and App Servers/Speech Servers are excluded in this diagram.

For scalability, POM can be configured with multiple POM Servers and Auxiliary EPMs with multiple MPPs. They can all be served from the same external database server. The database server is used for the contact lists, campaigns, strategies, reports, and other critical data.
When executing campaigns in this configuration, the Campaign Director distributes the load across the POM Servers. When one of the Campaign Directors configured as the Master Campaign Director crashes, the Campaign Director on another POM Server that was initially in dormant state automatically becomes the Master. If a particular POM Server crashes, after a certain interval the Master Campaign Director reallocates the active campaign on the crashed POM Server to another POM Server. If multiple EPMs are available for a campaign, the POM Server uses all EPM Servers for load balancing and failover. POM uses the EPM outbound Web service to launch a call.