Modes

The POM Agent plugin supports the following modes:

• Predictive
• Preview
• Blended

Predictive

When the Avaya POM Server requires an Agent to talk with the customer it will deliver/bridge the customer on with the POM Agent over the “Nailed up” extension. The user will hear a “ziptone” and then the customer call is bridged. Once the call is wrapped up, the Predictive campaign will immediately deliver the next POM call to the Agent.

The user may now view the customer information, schedule callbacks and add to the do not call list if required (DNC) the user can also place the call on hold, transfer and conference to other POM Agents.

Preview

Preview calls are different from predictive in that the customer information is first made available to the Agent. The Agent can then review the customer information before clicking the “Call” button. Clicking the “Cancel” button signals to POM that the call will not be dialed and places the Agent in the Wrapup state.

Blended

Allows agents to go back and forth between POM outbound calls and queued inbound calls. When an inbound call presents, POM will disconnect the NailUp call to allow the agent to answer the inbound call. When they complete the inbound call, the agent can nail up to continue working the POM campaign.