(POM )

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1 POM Patch 8 File name : POM305Patch08.zip Type : Patch Affected Version(s) : Proactive Outreach Manager Md5sum : 24b212f a6f7b42374f3a8fb POM305Patch08 Dependency : POM (Version: POM ) Service Interrupting : Yes Available for : All POM customers using POM Note : This Patch does not include POM patch 1 content, which is specific for Oceana integration. Pre-requisite: 1. Proactive Outreach Manager (POM ) 2. You can also apply this patch on top of POM Patch 2 (POM ) 3. You can also apply this patch on top of POM Patch 3 (POM ) 4. You can also apply this patch on top of POM Patch 4 (POM ) 5. You can also apply this patch on top of POM Patch 5 (POM ) 6. You can also apply this patch on top of POM Patch 6 (POM ) 7. You can also apply this patch on top of POM Patch 7 (POM ) Issues Fixed Service Request: OUTREACH-9151: Send UCID in AGTRedialRESP and set it in Agent object's ConntactDetails UCID field. Service Request: OUTREACH-9149: Agent Desktop API hangs until restarted or Error while trying to get customer details Refer to Appendix A. Service Request : OUTREACH-8414 Add support for language code currently displayed on Strategy in POM OD application out of the box Service Request : OUTREACH-8802 : POM dialed to same number twice Service Request: OUTREACH-8740: Callback get postpone because Exception generated during finding best agent for callback. Service Request: OUTREACH-8524: Job is stuck in the pausing status when the job was started and stopped immediately OUTREACH-8739: Defensive fix to not consider agent for assignment for stuck (non-active ) campaign.

2 Service Request: OUTREACH-8673: POM help pages are accessed via http instead of https Service Request: OUTREACH-8741: POM custom post processor class was not invoked when campaign stopped manually, it worked fine when campaign finished naturally. Service Request: , OUTREACH-8738: CFD: Callback attempts aborted by RuleEngine Service Request: OUTREACH-8468: Allow adding contact multiple times to same job using AddContactFromListToJob webservice. Service Request: OUTREACH-7971 : Nuisance call for campaign with ODR 1 when idle agent is blended to inbound before call launch is allowed by pacer. Service Request: OUTREACH-8034: Slow dialing issue due to call outstanding count getting stuck. Service Request: OUTREACH-8022: Negative available contacts and wrong excluded count shown on UI. Service Request: OUTREACH-8014: POM shall allow configuring same database name for "operation db and "pom db" while configuring POM with Oracle database Service Request: OUTREACH-7368 : Agent failed to detach from the job in case there are external agent consult happened in the job. Service Request: OUTREACH-7223: Contact attempted multiple times during retry if retry attempt could not be made due to guard times Service Request: OUTREACH-7227: Custom post processor invoked for same contact multiple times and exported csv file is getting overwritten too Service Request: OUTREACH-7232 : Campaign Manager throws exception if sort in descending order is applied in CCW Service Request: OUTREACH-7313: POM is over dialing for agent-less campaigns even with min and max set to 1.

3 OUTREACH-7229: Expose dial type to custom rule class and provide mechanism to evaluate rules in parallel. OUTREACH-7318 : Consult object is not cleared if the desktop is crashed in pending consult (consult after redial) Note From POM 305 Patch 3 onwards attempts which are handled by agent will be processed further only after the attempt is disposed of by the agent. For example, If the strategy is configured with below setting, a) On Answer Human patch with Agent b) Default state for the Result Processor is DONE. In this scenario the contact will not mark as DONE immediately after Answer Human detection. Instead the attempt will kept in a WAIT state until the agent disposes of the call with some Completion Code. Verify POM Version To determine the version of POM installed: 1. Log in to the POM system as root or sroot user. 2. At the command prompt enter: /sbin/service POM status 3. Verify that the first line shows POM version as version POM or POM or POM or POM or POM or POM or POM Download Instructions 1. Download the file POM305Patch08.zip from the AVAYA support site. 2. Secure copy (SCP) this patch file to a directory on the POM system (say /home/craft). 3. After downloading, verify md5sum before applying patch. Installation Instructions: Apply this Patch on all POM servers. Before applying this patch, make sure that the POM system is running POM as per instruction above. 1. Make sure that all agents are logged out. 2. Login with root or sroot on POM system 3. Copy POM305Patch08.zip file to location /home/craft. 4. Change directory to where patch file is copied using the following command cd /home/craft 5. Stop or pause all running campaigns 6. Stop all POM, appserver, mpp and vpms services using following commands

4 service POM stop service appserver stop service mpp stop service vpms stop 7. Unzip POM305Patch08.zip (unzip POM305Patch08.zip). All files will get unzip under POM305Patch08 directory created in current directory. 8. If rules need to be checked by campaign manager in parallel then add key "SendParallelRuleRequest" with value as "true" in pim_config table. NOTE: This step is optional. It is needed if rules are configured for the running campaigns on the system. 9. Go to POM305Patch08 directory ( cd POM305Patch08) 10. Run installpatch.sh script (./installpatch.sh). 11. Verify that you see message on console output Patch installation completed successfully. 12. Replace the following POM Applications on all the Application Servers. Refer Appendix B. PomDriverApp Nailer AvayaPOMNotifier AvayaPOMAgent 13. Start all services: service vpms start service mpp start service appserver start service POM start NOTE: - This patch will create the backup of the files to be replaced under the directory $POM_HOME/Temp/PatchBackup/POM / - This patch will update content of the file $POM_HOME/data/build_rel.num, containing patch number to POM Uninstallation Instructions: The backup of files it taken during patch installation at $POM_HOME/Temp/PatchBackup/POM / location. You will need to follow steps in following sequence to revert the patch fix. 1. Logout all agents. 2. Stop or pause all running campaigns. 3. Stop all POM, appserver, mpp and vpms services service POM stop service appserver stop service mpp stop service vpms stop 4. Execute below command to restore original files from backup folder, cp -pr $POM_HOME/Temp/PatchBackup/POM /avaya-pim-agent.jar $POM_HOME/lib/common/avaya-pim-agent.jar

5 cp -pr $POM_HOME/Temp/PatchBackup/POM /avaya-pim-common.jar $POM_HOME/lib/common/avaya-pim-common.jar cp -pr $POM_HOME/Temp/PatchBackup/POM /avaya-pim-tracer.jar $POM_HOME/lib/common/avaya-pim-tracer.jar cp -pr $POM_HOME/Temp/PatchBackup/POM /avaya-pim-pomapi.jar $POM_HOME/lib/common/avaya-pim-pomapi.jar cp -pr $POM_HOME/Temp/PatchBackup/POM /avaya-pim-core.jar $POM_HOME/lib/core/avaya-pim-core.jar cp -pr $POM_HOME/Temp/PatchBackup/POM /avaya-pim-call-pacing.jar $POM_HOME/lib/core/avaya-pim-call-pacing.jar cp -pr $POM_HOME/Temp/PatchBackup/POM /avaya-pim-rule-engine.jar $POM_HOME/lib/core/avaya-pim-rule-engine.jar cp -pr $POM_HOME/Temp/PatchBackup/POM /none.pimMsgCode.properties $POM_HOME/config/none.pimMsgCode.properties cp -pr $POM_HOME/Temp/PatchBackup/POM /pimGlobalSettings.xhtml $CATALINA_HOME/webapps/VP_POM/config/pimGlobalSettings.xhtml cp -pr $POM_HOME/Temp/PatchBackup/POM /pimServerAdd.xhtml $CATALINA_HOME/webapps/VP_POM/config/pimServerAdd.xhtml cp -pr $POM_HOME/Temp/PatchBackup/POM /pimServerEdit.xhtml $CATALINA_HOME/webapps/VP_POM/config/pimServerEdit.xhtml cp -pr $POM_HOME/Temp/PatchBackup/POM /pimServers.xhtml $CATALINA_HOME/webapps/VP_POM/config/pimServers.xhtml cp -pr $POM_HOME/Temp/PatchBackup/POM /pimManager.xhtml $CATALINA_HOME/webapps/VP_POM/manage/pimManager.xhtml cp -pr $POM_HOME/Temp/PatchBackup/POM /rule.html $CATALINA_HOME/webapps/VP_POM/campaign/rule.html cp -pr $POM_HOME/Temp/PatchBackup/POM /app.js $CATALINA_HOME/webapps/VP_POM/includes/app/app.js cp -pr $POM_HOME/Temp/PatchBackup/POM /head.xhtml $CATALINA_HOME/webapps/VP_POM/includes/head.xhtml 5. Replace the POM Applications on all the Application Servers from their backup. Refer Appendix C.

6 6. Start all services: service vpms start service mpp start service appserver start service POM start Appendix A In case custom phone attributes are already made as public by admin user then admin user has to make the Phone attribute as Private and then again change it to Public. Appendix B POM Shipped Application Install For local AppServer or external AppServer(tomcat) follow the following steps: 1. Go to $APPSERVER_HOME/webapps/location 2. Take the backup of the Application s.war files cp PomDriverApp.war PomDriverApp.war_bkp cp Nailer.war Nailer.war_bkp cp AvayaPOMNotifier.war AvayaPOMNotifier.war_bkp cp AvayaPOMAgent.war AvayaPOMAgent.war_bkp 3. Remove the Application folders. rm rf PomDriverApp Nailer AvayaPOMNotifier AvayaPOMAgent 4. Copy the Application war files shipped in the patch to this location cp < POM305Patch08 location>/*.war. For external AppServer (websphere) use the.ear files shipped in the patch to re-install via the websphere GUI. Keep the backup of the existing application. For more information refer Proactive Outreach Manager Integration for Websphere related configuration. Appendix C POM Shipped Application Uninstall For local AppServer or external AppServer(tomcat) follow the following steps: 1. Go to $APPSERVER_HOME/ webapps/ location 2. Replace the Application s.war files from there backup. cp PomDriverApp.war_bkp PomDriverApp.war cp Nailer.war_bkp Nailer.war cp AvayaPOMNotifier.war_bkp AvayaPOMNotifier.war cp AvayaPOMAgent.war_bkp AvayaPOMAgent.war 3. Remove the Application folders. rm rf PomDriverApp Nailer AvayaPOMNotifier AvayaPOMAgent For external AppServer (websphere) use the applications backup to re-install via the websphere GUI.