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Your Guide to the Avaya 7593X Exam and POM Architecture

The Avaya 7593X exam, also known as the "Avaya Proactive Outreach Manager Implementation Exam," is a professional certification designed for technical specialists who deploy and manage Avaya's sophisticated outbound campaign solution. This exam validates that a candidate has the essential skills and knowledge to successfully install, configure, and maintain the Avaya Proactive Outreach Manager (POM) platform. It is intended for implementation engineers, Avaya business partners, and enterprise contact center administrators who are responsible for the technical execution of automated outbound communication strategies.

Passing the Avaya 7593X Exam is a formal recognition of your expertise in a highly specialized and powerful component of the Avaya Aura Experience Portal ecosystem. It demonstrates your ability to not only get the system running but also to manage complex outbound campaigns, design the associated applications, and integrate the platform with the core Avaya Aura telephony infrastructure. This credential is a significant differentiator in the field of contact center technology, signaling a high level of competence in a mission-critical application.

To succeed on this exam, a candidate must possess a deep, practical understanding of the POM product. The Avaya 7593X Exam is intensely focused on the real-world tasks and configurations involved in a deployment. The questions are often scenario-based, requiring detailed knowledge of the installation process, the various settings within the POM web interface, and the interaction between POM and its surrounding Avaya components. A combination of formal training and hands-on experience is the key to success.

This five-part series will serve as a structured guide to the core competencies tested on the Avaya 7593X Exam. In this first part, we will build the essential foundation by exploring the business purpose of proactive outreach and the fundamental architecture of the POM platform. A solid grasp of these concepts is the first step toward mastering the system and passing the exam.

The Business Value of Proactive Customer Outreach

Before diving into the technical details of the Avaya 7593X Exam, it is crucial to understand the business value of a solution like Avaya Proactive Outreach Manager. Traditional contact centers are primarily reactive; they wait for customers to call in with problems. A proactive outreach strategy, however, allows a business to initiate communication with its customers in an automated and intelligent way. This can transform the customer experience and improve operational efficiency.

The use cases for proactive outreach are vast. A utility company can use POM to send automated voice, SMS, or email notifications about a service outage. A healthcare provider can send automated appointment reminders to reduce the number of no-shows. A financial institution can use it for collections, automatically contacting customers with past-due accounts. In a marketing context, POM can be used for telemarketing campaigns or to conduct customer satisfaction surveys.

By automating these outbound communications, an organization can free up its live agents to handle more complex, high-value interactions. For simple notifications, the entire process can be fully automated without any agent involvement. For more complex interactions, POM can intelligently dial customers and then connect them to a live agent only when a person answers the phone.

This shift from a reactive to a proactive engagement model is a key trend in the customer experience industry. The Avaya 7593X Exam certifies your ability to implement the technology that makes this powerful business strategy a reality.

POM Architecture: Core Server and Database

The architecture of Avaya Proactive Outreach Manager is a fundamental topic for the Avaya 7593X Exam. At its heart, the POM system is a software application that runs on a dedicated server, typically a Linux-based operating system like Red Hat Enterprise Linux. This central POM server is the brain of the entire outbound operation. It hosts all the core services, including the campaign manager, the dialing engine, the web-based administration interface, and the reporting engine.

The POM server relies on an external database to store all of its configuration, operational, and historical data. This database, often a PostgreSQL or Oracle database, is a critical component of the architecture. It stores all the campaign definitions, the contact lists that will be dialed, the do-not-call lists, and the detailed attempt history for every single outbound contact. The reporting engine uses this database to generate all the historical reports for the system.

The health and performance of both the POM server and its database are paramount to the success of any outbound campaign. As an implementation engineer, you must ensure that the servers are sized correctly based on the expected campaign volume and that there is a robust backup and recovery strategy in place for the database.

The Avaya 7593X Exam will expect you to be able to describe this core server and database architecture and to understand the role that each component plays in the overall solution.

The Critical Role of Avaya Aura Experience Portal

A crucial architectural concept for the Avaya 7593X Exam is that Proactive Outreach Manager does not function as a standalone product. POM is a tightly integrated component of a larger Avaya platform called the Avaya Aura Experience Portal (EP). The Experience Portal is Avaya's primary platform for automated and self-service applications, such as Interactive Voice Response (IVR) systems. POM leverages the Experience Portal for all of its media processing and application execution capabilities.

The Experience Portal has a component called the Media Processing Platform, or MPP. The MPP is the server that is responsible for handling the actual media streams. When POM makes an outbound call, it is the MPP that plays the audio announcements, listens for touch-tones (DTMF), and performs any speech recognition or text-to-speech functions.

The applications that are run during a campaign, such as the IVR script that a customer interacts with, are not built within POM itself. They are built as standard Experience Portal speech applications using a tool called Avaya Aura Orchestration Designer. These applications are then deployed to the Experience Portal. POM's role is to decide who to call and when; once the call is connected, it hands off the execution of the application to the Experience Portal.

This tight integration is fundamental. You cannot have a POM system without an Experience Portal. The Avaya 7593X Exam will test your understanding of this relationship and the steps required to integrate the two systems.

Telephony Integration with Communication Manager and Session Manager

The final piece of the architectural puzzle, and a major topic for the Avaya 7593X Exam, is the integration with the core Avaya Aura telephony platform. POM and the Experience Portal rely on Avaya Aura Communication Manager (CM) and Avaya Aura Session Manager (SM) to provide the connection to the public telephone network (PSTN) and to the contact center agents.

Session Manager is the core SIP (Session Initiation Protocol) routing engine of the Avaya Aura platform. The Experience Portal's MPPs will register with Session Manager as SIP endpoints. When POM needs to make an outbound call, it instructs the Experience Portal to place the call. The MPP then sends a SIP INVITE message to Session Manager, which then routes the call out to the telephone network via a SIP trunk.

Communication Manager is the traditional heart of the Avaya telephony environment and is where the contact center agents are configured. The agents' telephone extensions are registered to Communication Manager. When an agent-based outbound campaign is running and POM needs to connect a customer to a live agent, it instructs the Experience Portal to initiate a transfer. The Experience Portal then works with Session Manager and Communication Manager to route the call to an available agent in the correct hunt group.

An implementation engineer must have a solid understanding of SIP, trunks, and call routing within the Avaya Aura ecosystem to be able to successfully integrate the POM platform. The Avaya 7593X Exam will test your knowledge of this critical telephony integration.

Understanding Campaign Types: From Agentless to Predictive

Avaya Proactive Outreach Manager supports several different types of outbound campaigns, each designed for a specific business use case. The Avaya 7593X Exam requires you to know these different campaign types and their characteristics. The campaigns can be broadly divided into two categories: agentless campaigns and agent-based campaigns.

Agentless campaigns, as the name implies, are fully automated and do not involve any live agents. These are typically used for simple notifications. For example, an agentless campaign could be used to call a list of customers to remind them of an upcoming appointment. The system dials the number, and when the customer answers, it plays a pre-recorded message. These campaigns are highly efficient for delivering simple, one-way information to a large audience.

Agent-based campaigns are used when a live conversation with an agent is required. There are several different dialing modes for agent-based campaigns. In "preview" mode, the system presents the customer's information to the agent, who can then choose when to initiate the call. In "progressive" mode, the system dials the customer only when it has confirmed that an agent is available to take the call.

The most aggressive mode is "predictive" dialing. In this mode, a predictive dialing algorithm is used to dial multiple numbers in advance, predicting when an agent will become free. This mode maximizes agent productivity but carries the risk of "abandoned calls" if a customer answers and no agent is available.

Key Terminology for the Avaya 7593X Exam

To succeed on the Avaya 7593X Exam, you must be fluent in the specific terminology of the POM platform. We have already introduced the core architectural components like POM, Experience Portal (EP), Media Processing Platform (MPP), Communication Manager (CM), and Session Manager (SM).

Within POM itself, a "Campaign" is the central object that defines a specific outbound initiative. A campaign uses a "Contact List" to know who to call. To ensure compliance, campaigns also check against a "Do-Not-Call List." The rules for how and when to contact a person are defined in a "Contact Strategy."

The application that is executed when a call is connected is built in "Orchestration Designer" (OD). This application is deployed to the Experience Portal. When a campaign is actively running, it is referred to as a "Campaign Job."

On the telephony side, the hunt groups in Communication Manager that contain the agents are referred to as "Skillsets" in the POM context. The ability of the POM dialer to detect things like a live human voice, an answering machine, or a fax machine is known as "Call Progress Detection" or "Call Classification." Mastering this vocabulary is the first step to correctly interpreting the exam questions.

Pre-Installation Planning and System Requirements

A successful implementation of Avaya Proactive Outreach Manager begins with meticulous planning. The Avaya 7593X Exam places a strong emphasis on understanding the pre-installation requirements, as a failure in this phase can jeopardize the entire project. Before installing the software, the implementation engineer must conduct a thorough assessment of the customer's environment to ensure it meets all the necessary prerequisites.

This process starts with verifying the server requirements. The engineer must consult the official Avaya product documentation to determine the correct server specifications for the POM server and its database. This includes the required operating system version (typically Red Hat Enterprise Linux), CPU, memory, and disk space. The sizing of these components depends on factors like the number of planned campaigns, the size of the contact lists, and the desired dialing rate.

Network planning is equally critical. The POM server must have reliable network connectivity to all the other components in the Avaya Aura ecosystem, including the Experience Portal, Session Manager, and Communication Manager. The engineer must identify all the required TCP and UDP ports for communication between these components and ensure they are open on any intervening firewalls.

Finally, a detailed information gathering worksheet should be completed. This includes collecting all the IP addresses, hostnames, service account credentials, and telephony configuration details that will be needed during the installation. A comprehensive pre-installation plan is the foundation of a smooth and successful deployment.

The POM Server Installation Process

The actual installation of the Proactive Outreach Manager software is a core technical task and a key topic for the Avaya 7593X Exam. The installation is performed on a server that has been prepared with the correct version of the Linux operating system and all the necessary prerequisite packages. The POM software is typically delivered as a set of RPM packages.

The first step is often to install the required database software, such as PostgreSQL, if it is not already present. The installer will then create the necessary database schemas and user accounts that POM will use.

Next, the main POM application is installed. The installer script will guide the engineer through a series of prompts. You will be asked to confirm the installation paths and to provide the credentials for the database that you just set up. The installer will then deploy the POM application files, configure the necessary services, and set up the web server that hosts the administration interface.

After the core installation is complete, you may need to apply any necessary service packs or patches to bring the software up to the latest version. A final step is to start all the POM services and to verify that they are running correctly by checking the system logs. The Avaya 7593X Exam will expect you to know the high-level sequence of these installation steps.

Integrating POM with the Experience Portal

As we discussed in the architecture part, POM is not a standalone product; it relies on the Avaya Aura Experience Portal (EP) for all its media and application processing. The integration between these two systems is one of the most critical and complex configuration tasks, and you must understand it in detail for the Avaya 7593X Exam.

This integration is established through a component called the POM Connector. The POM Connector is a web service that is deployed on the Experience Portal's EPM (Experience Portal Manager) server. It acts as the bridge that allows the POM server and the EP to communicate with each other.

The configuration involves several steps. On the POM server, you must configure the system to know the address of the EPM server. On the EPM server, you must configure the POM Connector with the address of the POM server and the necessary credentials for it to connect to the POM database. You also need to configure the Experience Portal to make it aware of the POM system, which allows it to report on campaign-related activities.

Once both sides are configured, you can test the connection. A successful integration will allow the POM server to see the available MPPs (Media Processing Platforms) from the Experience Portal and to control the deployment of outbound applications. A failure in this integration is a common source of problems in a new deployment.

Configuring Telephony Trunks and Routing

With POM and the Experience Portal integrated, the next step is to configure the core telephony that will be used to make the outbound calls. This is a crucial area of knowledge for the Avaya 7593X Exam. This configuration is primarily done on the Avaya Aura Session Manager and Communication Manager.

The Experience Portal's MPPs act as SIP endpoints. You will need to configure these MPPs as "SIP Entities" in the Session Manager System Manager interface. You will also need to configure the connection from Session Manager to the MPPs.

Next, you must configure the outbound routing. You will create a SIP trunk between Session Manager and your PSTN gateway or SIP service provider. You will then create a set of routing policies in Session Manager that will direct the outbound calls originating from the MPPs to this trunk. This is what allows the system to place calls on the public telephone network.

You also need to configure the dial plan. This involves creating a dial plan analysis entry that matches the phone numbers that POM will be dialing and points them to the correct routing policy. A misconfiguration in the Session Manager routing is a common reason why outbound campaigns may fail to dial.

Setting Up Agent Hunt Groups in Communication Manager

For agent-based campaigns, where the goal is to connect a customer to a live agent, you must configure the agent side of the telephony equation. This is done in the Avaya Aura Communication Manager, and the Avaya 7593X Exam will expect you to know these steps. The agents who will receive the outbound calls need to be organized into a hunt group (also known as a split or skillset).

You will create one or more hunt groups in Communication Manager specifically for your outbound campaigns. You will then add the extensions of your outbound agents as members of this hunt group.

This hunt group is then configured as a target for calls coming from the Experience Portal. When a POM campaign connects a call to a live person and needs to transfer it to an agent, it will instruct the Experience Portal to transfer the call to the virtual extension number associated with this hunt group. Communication Manager will then use its standard ACD (Automatic Call Distribution) logic to find an available agent within that group and deliver the call to them.

The configuration of these hunt groups and the associated call routing in Communication Manager is a critical prerequisite for running any agent-based campaigns. It is the mechanism that bridges the automated dialing world of POM with the live agent world of the contact center.

Initial System Configuration in the POM UI

After the backend installation and telephony integration are complete, you can begin the initial system-level configuration within the Proactive Outreach Manager web interface. These settings control the global behavior of the POM system and are an important topic for the Avaya 7593X Exam.

One of the first tasks is to configure the time zones. POM is a time-sensitive application, as it must adhere to legal calling time restrictions. You will define the different time zones that your campaigns will operate in. This is crucial for ensuring that you do not accidentally call a customer in a different time zone outside of the legally permitted hours.

You will also configure the system-level settings for call classification. This is where you can tune the parameters that POM uses to detect a live human voice versus an answering machine. Accurate call classification is key to the efficiency of an agent-based campaign.

Other initial settings include configuring the default logging levels for troubleshooting, setting up any global variables that may be used across multiple campaigns, and configuring the data sources that will be used to import contact lists. A thorough and correct initial configuration is essential for a stable and compliant outbound operation.

Verifying System Health and Connectivity

The final step of the installation and integration phase is a comprehensive verification of the system's health and connectivity. This is a critical quality assurance step for any implementation engineer and a key concept for the Avaya 7593X Exam. This involves using the tools within the POM and Experience Portal interfaces to confirm that all the different components can communicate with each other correctly.

First, you should check the connection between POM and the Experience Portal. In the POM UI, there is a status screen that should show a successful connection to the EPM and should list all the available MPP resources.

Next, you must verify the telephony connections. You can use the diagnostic tools within the Experience Portal to perform a test call to an external number. This will verify that the SIP trunking and the routing through Session Manager are all working correctly.

Finally, you should test the agent connectivity. You can perform a test transfer from an Experience Portal application to the outbound hunt group you configured in Communication Manager. This will verify that the system can successfully route a call to a live agent.

By systematically testing each of the integration points—from POM to EP, from EP to the PSTN, and from EP to the agents—you can confirm that your installation is successful and that the platform is ready for you to begin building campaigns.

Campaign Management: Strategy and Templates

With the Proactive Outreach Manager platform installed and integrated, the focus now shifts to the core function of the system: creating and managing outbound campaigns. This is the largest and most important domain of the Avaya 7593X Exam. POM provides a hierarchical and template-based approach to campaign management that is designed for efficiency and reusability.

At the highest level, you can create a Campaign Strategy. A campaign strategy is a template that defines a set of common properties for a group of related campaigns. For example, you might create a "Marketing" strategy that defines the general dialing hours and the do-not-call lists that should be used for all marketing campaigns.

Building on this, you can create Campaign Templates. A campaign template inherits the properties from a strategy but allows you to define more specific settings that will be common to a particular type of campaign. For example, you could create a "Customer Survey" template that specifies the specific application that should be run and the pacing parameters for that type of campaign.

Finally, you create the actual Campaign itself, which is based on a template. The campaign inherits all the settings from the template, and you then provide the final, specific details, such as the contact list to be used and the exact start and end times. This templated approach saves a significant amount of time and ensures consistency across your campaigns.

Creating and Configuring a Campaign

The process of creating and configuring an individual campaign is a core skill that is heavily tested on the Avaya 7593X Exam. This is done through a multi-step wizard in the POM web administration interface. The wizard guides you through all the necessary settings to define the behavior of your campaign.

The first step is to give the campaign a name and to select the campaign template it will be based on. You will then specify the campaign type, which determines the dialing mode that will be used. This is where you choose between agentless, preview, progressive, or predictive modes, depending on the business objective of the campaign.

Next, you will define the schedule for the campaign. This includes the start and end dates and the specific times of day that the campaign is allowed to run. It is crucial to configure these times correctly to comply with legal calling time restrictions.

You will then associate the campaign with a contact list, which provides the phone numbers to be dialed, and the specific Experience Portal application that should be executed when a call is connected. The Avaya 7593X Exam will expect you to know the key settings on each of these configuration screens.

Managing Contact Lists and Data Sources

A campaign is useless without a list of people to contact. The management of contact lists and their underlying data sources is a critical part of campaign administration and a key topic for the Avaya 7593X Exam. A contact list in POM contains all the phone numbers and any other customer-specific data that will be used during the campaign.

The data for a contact list is typically imported from an external system, such as a CRM or a billing system. POM supports several ways to do this. You can manually upload a contact list as a delimited text file (e.g., a CSV file). For more automated integration, you can configure a Data Source in POM that connects directly to an external database via JDBC. POM can then be scheduled to automatically import the contact data from this database on a regular basis.

When you define a contact list, you must map the fields from your source file or database to the fields in the POM contact schema. This includes specifying which field contains the primary phone number to be dialed, as well as any other data fields you want to use, such as the customer's name or account number. This data can then be passed to the campaign application to provide a personalized experience.

Ensuring Compliance with Do-Not-Call Lists

One of the most critical responsibilities of anyone managing an outbound dialing campaign is to ensure compliance with all legal regulations regarding telemarketing and customer contact. The Avaya 7593X Exam places a strong emphasis on this. A key feature in POM for managing compliance is the Do-Not-Call (DNC) list.

A DNC list is a collection of phone numbers that should not be contacted. POM supports multiple DNC lists. You can have a system-wide DNC list that applies to all campaigns. This is often used to import the national do-not-call registry. You can also have campaign-specific DNC lists.

When a campaign job is running, before the dialer attempts to place a call to a number from the contact list, it will first check that number against all the applicable DNC lists. If the number is found on a DNC list, the call will be suppressed, and the record will be marked as "Do Not Call." This is an automatic and essential safety feature.

The system also supports capturing DNC requests from customers. The campaign application that is run can be designed to give the customer an option (e.g., "press 9 to be added to our do-not-call list"). If the customer selects this option, their number can be automatically added to the DNC list.

Defining Contact and Retry Strategies

Not every outbound call attempt will be successful. The person may not answer, the line may be busy, or the call may go to an answering machine. The Avaya 7593X Exam requires you to know how to configure the contact and retry strategies in POM to handle these different outcomes. These strategies are a key part of optimizing the effectiveness of your campaign.

Within the campaign configuration, you can define a set of rules for how to handle each possible call outcome. For example, for a "No Answer" result, you might create a rule to retry the call in one hour. For a "Busy" signal, you might configure a rule to retry in 15 minutes.

You can also create more complex strategies. You can limit the total number of retries for a single record to avoid harassing a customer. You can also have different rules for different times of the day. For example, you might try a customer's work number during business hours and their home number in the evening.

For answering machine detections, you have several options. You can configure the campaign to simply hang up, to leave a pre-recorded message, or, in an agent-based campaign, to transfer the answering machine to an agent to leave a personal message. A well-designed contact strategy is essential for maximizing the reach of your campaign.

Understanding Campaign Pacing and Optimization

For agent-based campaigns, and particularly for predictive dialing, the pacing of the campaign is a critical setting that you must understand for the Avaya 7593X Exam. The pacing algorithm controls the rate at which the POM dialer places outbound calls. The goal is to dial just enough calls to keep the agents busy, but not so many that you have a high number of abandoned calls.

An abandoned call occurs when the predictive dialer connects a call to a live person, but no agent is available to take the call within a very short time (typically 2 seconds). The dialer is then forced to hang up on the customer. A high abandoned call rate leads to a poor customer experience and is strictly regulated by law in many countries. You must keep the abandon rate below a certain percentage (e.g., 3%).

POM provides several pacing modes to control this. You can set a fixed pacing level, or you can use a more advanced, adaptive pacing algorithm. The adaptive algorithm will continuously monitor the real-time statistics of the campaign, such as the agent availability and the average call handle time, and will automatically adjust the dialing rate up or down to try to meet a target abandoned call rate.

The Avaya 7593X Exam will expect you to understand the purpose of these pacing controls and their critical role in balancing agent productivity with regulatory compliance.

List and Campaign Management Scenarios for the Avaya 7593X Exam

The Avaya 7593X Exam is likely to present you with scenarios that test your practical knowledge of campaign and list management. A question might ask: "You need to run a marketing campaign but must ensure that you do not call any numbers that are on the national do-not-call registry. How should you configure this in POM?" The correct answer would be to import the national registry into a DNC list and apply it to the campaign.

Another scenario could be: "A collections campaign needs to attempt to contact a customer up to three times on their mobile phone. If there is no answer, the system should wait two hours before the next attempt. Which POM feature would you use to configure this logic?" The answer would be to use the Contact Strategy and define a retry rule for the "No Answer" call outcome.

You might also be asked about optimizing a predictive campaign. For example, "A predictive campaign is experiencing a high abandoned call rate. Which of the following is the most appropriate first step to take?" The most appropriate step would be to adjust the campaign's pacing parameters to be less aggressive, for example, by lowering the target agent utilization or increasing the target abandon rate.

By working through these types of practical scenarios, you can solidify your understanding of how the different campaign and list management features are used to meet specific business requirements.

The Role of Orchestration Designer Applications

A critical concept for the Avaya 7593X Exam is understanding that the Proactive Outreach Manager (POM) is primarily a dialing and campaign management engine. The actual application logic that a customer interacts with when they answer an outbound call is not built within POM itself. Instead, it is built as a standard Avaya Aura Experience Portal application using a separate tool called Avaya Aura Orchestration Designer (OD).

Orchestration Designer is a graphical, Eclipse-based development environment for creating voice and multimedia self-service applications. An implementation engineer for POM must have a foundational knowledge of how to use OD to build the applications that their campaigns will use. These applications are what will play the messages, collect the touch-tone digits, and perform any text-to-speech or speech recognition.

The application is built as a flowchart, similar to a call flow in an inbound contact center system. The developer drags and drops different nodes onto a canvas to define the logic of the call. These nodes can perform actions like playing an audio file, asking a question and capturing a response, or performing a database lookup.

Once the application is built and tested in Orchestration Designer, it is deployed to the Experience Portal. The POM campaign is then configured to launch this specific application whenever it connects a call to a live person. The Avaya 7593X Exam will expect you to understand this division of responsibility between POM and OD.

Building a Basic Agentless Campaign Application

The Avaya 7593X Exam requires you to know the basic structure of a campaign application. Let's consider a simple agentless notification campaign, such as an appointment reminder. The application for this campaign would be built in Orchestration Designer and would have a straightforward, sequential flow.

The application would start with a node that plays a pre-recorded audio message, for example, "This is a reminder of your appointment tomorrow at 2 PM." This would be followed by a menu node that gives the customer a set of options, such as "To confirm your appointment, press 1. To cancel, press 2. To speak with a representative, press 3."

The application would then branch based on the customer's input. If the customer presses 1, the application might update a database to mark the appointment as confirmed and then play a "Thank you" message before ending the call. If the customer presses 2, it might update the database to show the cancellation.

If the customer presses 3, the application would need to transfer the call to a live agent. To do this, the developer would use a special "Transfer" node in Orchestration Designer. This node would be configured to transfer the call to the virtual extension number of a hunt group on the Communication Manager that contains the agents.

Designing Applications for Agent-Based Campaigns

For an agent-based campaign, such as a telemarketing or collections call, the Orchestration Designer application is often much simpler, but it still plays a critical role. This is a key concept for the Avaya 7593X Exam. In these campaigns, the primary goal is to connect the customer to a live agent as quickly as possible. The process is often called "call launching."

When the POM dialer detects that a live human has answered the phone (a process called Call Progress Detection or Call Classification), it immediately launches the designated Orchestration Designer application. This application's primary job is to transfer the call to an agent.

However, the application can perform some important actions before the transfer. It can play a very brief, mandatory message to the customer, which is sometimes required by law, such as "This is a call from XYZ company. Please hold while we connect you to an agent."

More importantly, the application is responsible for passing the customer's data to the agent's desktop. When the application initiates the transfer to the agent, it can attach all the relevant customer information from the contact list to the call. The agent's desktop application can then receive this data and use it to perform a "screen pop," displaying the customer's record to the agent just as the call arrives. This is known as a "warm transfer."

Passing and Retrieving Data in a POM Application

A key part of creating an intelligent outbound application, and a topic for the Avaya 7593X Exam, is the ability to pass data between the POM campaign and the Orchestration Designer application. This allows you to create a personalized experience for each customer.

When you define your contact list in POM, you can include any number of custom data fields, such as the customer's name, account number, or appointment time. When POM launches a call for a specific contact, it can pass all the data from that contact's record to the Orchestration Designer application. The application receives this data in a set of pre-defined variables.

The developer can then use these variables within the application. For example, you could use a Text-to-Speech (TTS) node to dynamically create a personalized message, such as "Hello, [customer name]. This is a reminder of your appointment at [appointment time]."

The data flow can also go in the other direction. The application can collect information from the customer, for example, the result of a customer satisfaction survey, and then pass this information back to the POM system. POM can then write this data back to its database, associating it with the original contact record. This is known as "call completion data."

Deploying Applications to the Experience Portal

Once an outbound application has been built and tested in Orchestration Designer, it must be deployed to the Avaya Aura Experience Portal before it can be used by a POM campaign. The Avaya 7593X Exam expects you to be familiar with this deployment process.

Orchestration Designer has a built-in deployment feature. From within the IDE, you can right-click on your project and choose the "Deploy" option. This will bring up a wizard that allows you to package your application and send it to the Experience Portal Manager (EPM) server. You will need to provide the address of the EPM and the necessary administrative credentials.

The deployment process will compile all the application's source files, package them into a web archive file (.war file), and then upload and install this file on the Experience Portal.

Once the application has been deployed, it will be visible in the EPM's application management interface. Here, you can perform additional configuration, such as setting the application's log levels and assigning it to the specific MPP servers that will run it. The application is now live and can be referenced by its name in the POM campaign configuration. This deployment step is the final link in the chain between the application design and its execution.

Managing and Monitoring Campaign Jobs

After a campaign has been fully configured and its application has been deployed, the final step is to run it. In POM, an active, running campaign is referred to as a "Campaign Job." The Avaya 7593X Exam requires you to know how to manage and monitor these jobs from the POM web interface.

From the job management screen, you have full control over the execution of your campaigns. You can start a new job based on one of your campaign configurations. Once a job is running, you can pause it, which will temporarily stop the dialer from placing new calls. You can then resume the job at a later time. You can also stop a job completely, which will end the campaign.

The job management interface is also where you monitor the real-time progress of your running campaigns. This is a critical task for any contact center manager or campaign administrator.

A proactive approach to managing campaign jobs is essential for ensuring that your outbound initiatives are running smoothly and effectively. The Avaya 7593X Exam will test your knowledge of these essential job control and monitoring functions.

Real-Time Job Monitoring and Control

The real-time monitoring screen for a campaign job provides a wealth of information that allows you to assess the campaign's performance at a glance. The Avaya 7593X Exam expects you to be able to interpret this information. The dashboard shows key statistics for the running job, such as the total number of contacts in the list, the number of contacts that have been attempted, and the number of contacts that have been successfully completed.

For agent-based campaigns, the monitoring screen provides detailed, real-time information about the agent activity. You can see how many agents are logged in and available for the campaign, how many are currently on calls, and how many are in a "wrap-up" state after a call.

Most importantly, the dashboard shows the key performance indicators for the dialer. You can see the current dialing rate, the number of live calls, and the critical abandoned call rate. If you see that the abandoned call rate is starting to climb too high, you can take immediate action.

The POM interface allows you to make real-time adjustments to a running campaign job. For example, you can change the pacing parameters on the fly to make the dialer more or less aggressive. This ability to monitor and control the campaign in real time is essential for optimizing performance and for ensuring regulatory compliance.

Introduction to POM Reporting

A core function of the Avaya Proactive Outreach Manager platform is its ability to provide detailed reporting on all outbound campaign activities. The Avaya 7593X Exam includes a significant domain on these reporting capabilities. The data collected by POM is essential for measuring the effectiveness of your campaigns, tracking agent performance, and demonstrating compliance with legal regulations. The reporting engine is the tool that transforms the raw operational data into this valuable business intelligence.

The POM reporting system is accessed through the web administration interface. It provides a library of standard, pre-built reports that cover the most common reporting needs for an outbound contact center. These reports are generated from the historical data that is stored in the POM database. This includes the detailed attempt history for every contact and the performance statistics for every campaign job.

As an administrator or a campaign manager, you need to know how to run these reports, how to interpret the data they contain, and how to use that information to make informed decisions. For example, the reports can help you to identify the best time of day to call your customers or to determine which of your contact lists is producing the best results.

The Avaya 7593X Exam will expect you to be familiar with the different categories of reports that are available and the types of information you can get from them.

Analyzing Standard Campaign and Attempt Reports

The Avaya 7593X Exam requires you to have a solid understanding of the key standard reports. The most fundamental of these are the campaign summary and campaign completion reports. A campaign summary report provides a high-level overview of the performance of a single campaign job. It includes key metrics such as the total number of contacts, the number of successful connections, and the overall completion rate.

For a more granular view, you can run a campaign attempt report. This report provides a detailed breakdown of the outcomes of all the dialing attempts that were made during the campaign. It will show you how many calls resulted in a "No Answer," a "Busy" signal, an "Answering Machine," or a connection to a live person. This data is invaluable for optimizing your contact and retry strategies.

For agent-based campaigns, there are also a series of agent activity reports. These reports provide detailed statistics on agent performance, such as the number of calls each agent handled, their average handle time, and their talk time versus their idle time. This information is crucial for agent coaching and for managing the productivity of the team.

Finally, the system provides a detailed contact history search. This allows you to look up a specific contact record and see a complete, time-stamped log of every attempt that was made to contact that person and the outcome of each attempt. This is essential for compliance and for handling any customer complaints.

Routine Maintenance and Backup Procedures

The ongoing maintenance of the Proactive Outreach Manager system is a critical responsibility for an administrator, and the Avaya 7593X Exam covers these operational tasks. Regular maintenance is essential for ensuring the long-term health, stability, and performance of the platform. The most important of these tasks is the system backup.

The POM platform does not have its own built-in backup utility. The backup and restore of the system must be performed by backing up the core components: the POM server's file system and the external database. The administrator is responsible for implementing a reliable backup strategy using standard, third-party backup tools.

The database backup is the most critical part. You must ensure that you are performing regular, full backups of the PostgreSQL or Oracle database that POM uses. This database contains all your campaign configurations and historical data.

In addition to the database, you also need to back up the key directories on the POM server itself. This includes the directories that contain the application's configuration files and any custom files, such as audio announcements, that you have uploaded. A well-documented and regularly tested backup and recovery plan is a non-negotiable requirement for any production deployment.

Basic Troubleshooting for POM Implementations

When problems arise, an implementation engineer must have a systematic approach to troubleshooting. The Avaya 7593X Exam will test your knowledge of how to diagnose common issues in a POM environment. A problem can often be caused by a misconfiguration in any of the interconnected components, so you need to know where to look.

A common issue is that a campaign job fails to start or does not seem to be dialing. The first place to check is the real-time job monitoring screen to see if there are any error messages. You should then verify the campaign's configuration, especially its schedule and the status of its contact list.

If the campaign is running but no calls are being placed, the problem is likely in the telephony integration. You should then begin to troubleshoot the connection to the Experience Portal and the Session Manager. Check the status of the SIP trunks and use the diagnostic tools in the Experience Portal to see if it can successfully place an outbound test call.

For agent-based campaign issues, such as calls not being delivered to agents, you should investigate the configuration of the hunt groups in Communication Manager and ensure that the agents are logged in and in a "Ready" state. A methodical, step-by-step approach is the key to effective troubleshooting.

Using Logs and Traces for Problem Diagnosis

For more complex problems that are not immediately obvious from the administration interfaces, you will need to look at the system's log files. The Avaya 7593X Exam expects you to know where to find and how to use these logs for in-depth problem diagnosis. The POM server, the Experience Portal, and the Session Manager all generate detailed log files that record their activities.

The POM server itself has a set of logs that are located in a specific directory on the Linux file system. These logs can show you the detailed activity of the campaign manager, the dialer, and the other core POM services. If a campaign is failing, the POM logs will often contain a specific error message that can point you to the root cause.

The Experience Portal also has a rich set of logs and a real-time trace utility. You can use the EP trace tool to see a live stream of the events related to a specific call. This is an invaluable tool for troubleshooting issues with your Orchestration Designer applications or with the SIP communication to the Session Manager.

While reading log files can be complex, a certified implementer should be comfortable with locating the key logs, using commands like grep to search for errors, and understanding the basic format of the log messages.

Conclusion

As you prepare to take the Avaya 7593X Exam, a final, comprehensive review of all the major domains is essential for success. The exam covers the entire lifecycle of a POM implementation, and you need to have a holistic understanding of how all the pieces fit together.

First, solidify your knowledge of the architecture. Be able to draw a diagram showing the relationship between the POM server, the database, the Experience Portal, Session Manager, and Communication Manager. This is the foundation for everything else.

Next, review the installation and integration steps. Be confident in the key prerequisites for the POM server and the critical configuration steps for linking POM to the Experience Portal and the Aura telephony platform.

The largest and most important domain is campaign and application management. Be an expert on creating campaigns, managing contact lists and DNC lists, and configuring contact strategies. You must also understand the role of Orchestration Designer and how to build, deploy, and manage the applications that your campaigns will use.

Finally, review the reporting and maintenance topics. Be familiar with the standard campaign reports and the key maintenance tasks like backups and troubleshooting using logs.

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