Solution Update: Outbound Campaign Manager (OCM) 6.3

December, 2023

SHORT DESCRIPTION

With this latest release, Outbound Campaign Manager (OCM) 6.3 makes campaign creation faster and easier with improvements to voice campaign performance, the ability to import/export campaigns and system settings, and the ability to create sample campaigns.

LEARN MORE ABOUT OUTBOUND CAMPAIGN MANAGER

Core Features

Outbound Campaign Manager includes the following Core Features:

Personalized Omnichannel

Dynamic Campaign Strategies

Power Dial/Progressive Dial

2-Way Communications

Agent Blending

Agent Preview & Call Control

Mobile Application Integration

Advanced Analytics & Reporting

Notable Updates

Degraded Channel Status

The OCM dashboard now displays a “Degraded” status if one or more servers is not fully operational. This provides improved insights for overall system status.

Channel Recovery

OCM provides a more resilient Channel Management to ensure channels are enabled and function with minimal effort by the OCM Administrator. This includes automated processes to handle error conditions that may prevent a channel from performing optimally.

Improved Voice Campaign Performance

OCM administrators can now experience better throughput for voice campaigns. Improvements were made to the architecture to improve the multithreading capabilities of outbound voice calls utilizing Avaya Experience Portal.

Import/Export Campaigns and System Settings

The new Tools menu on the OCM interface allows users to import and export campaigns, campaign configuration, and system settings. This feature can also be used to migrate campaigns from one OCM system to another or provide a backup of a campaign configuration.

Sample Campaigns

OCM now includes several sample campaigns with various use cases. These campaigns can be copied to new campaigns then studied for learning and modified to make campaign creation faster and easier. OCM contains the following sample campaigns:

  • SMS Notification with Voice Fallback – campaign sends an SMS notification followed by a voice call.
  • Simple 1-way email – send an email, formatted by the message template, to a email address. No responses will be handled.
  • Simple Push Notification – send a push notification to a web or mobile application. No responses will be handled.
  • Simple Voice Notification – places a phone call, plays an audio message via a recorded file, then hangs up. No responses will be handled.
  • Simple 2-way SMS Notification – send an SMS message to a phone number. The campaign can handle responses and log them to reporting.
  • Simple Voice Agent Progressive – places a call to a contact phone number. If the call is answered by a human, the call is transferred to the skilled queue configured for the campaign. If a voicemail answers the call, the call hangs up and logs the disposition for reporting.

Active Monitoring and Management Services (AMMS)

OCM includes additional monitoring and alerting for faster issue resolution. As is with existing system monitors, the new monitors can be configured to send alerts when conditions configured for the alerts are met. Additional monitors include:

  • Administration GUI monitoring to ensure the service is running and accessible via HTTP/HTTPS responses.
  • API monitoring to ensure the SOAP and REST API services are running and accessible.
  • Contact Processing monitoring to ensure contacts within a campaign contact list are processing successfully and not “stuck” by a condition of the campaign or dependent systems and infrastructure.
  • Additional Monitor of communication channels including push, SMS, and email channels to ensure they’re available and if not, invoke automated processes to attempt to restore channel operations.

Improved handling of unescaped special characters

The OCM User Support Guide now includes a new section “Campaign Development Overview” to provide more details how to develop and operate Campaigns. It includes details how to design and prepare a campaign, developing and import of contact lists, options for running campaigns. Information about the campaign flow scripting including SCXML and JEXL scripting details and available campaign parameters that affect campaign operations.

Operational Improvements

AEP 8.x Support

OCM supports integration with Avaya Experience Portal (AEP) version 8.x.

Microsoft Edge Browser Support

OCM supports the latest version of Microsoft Edge and has removed support of Microsoft Internet Explorer.

OCM Support for SIP URIs

The “sips” prefix is now supported in outbound contacts that support secure SIP connections utilized in Avaya Experience Portal. Contact lists can now include toURIs with “sips” prefixes.

Compatibility

OCM 6.3 has been tested and certified by Swampfox with Avaya Experience Portal 8.0.3 and Communication Manager 8.1.0