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In this article, we will delve into the concept of coverage paths in Avaya CM/Aura (Definity) and explore how to implement them effectively.

What are Coverage Paths?

Coverage paths are a critical component of Avaya's Call Management System. They enable administrators to create logical sequences of calls that follow specific criteria, allowing for efficient management of incoming calls.

How do Coverage Paths Work?

A coverage path consists of a series of points, each with its own set of criteria and rules. The system checks the criteria against the current call's conditions, and if the criteria are met, it proceeds to the next point in the sequence. If no criteria are met, the system defaults to a predetermined next path.

Example Coverage Path 100

A coverage path 100 might look like this: COVERAGE PATH Coverage Path Number: 100 Cvg Enabled for VDN Route-To Party? n Hunt after Coverage? y Next Path Number: 101 In this example, the system checks if the call is not a VDN (Video Network Directory) route-to-party call and then hunts for coverage. If it finds no coverage, it proceeds to coverage path 101.

Why do Coverage Paths Not Work as Expected?

There are several reasons why coverage paths may not work as expected: * **Incorrect criteria**: Incorrect or missing criteria in the next path can prevent the system from proceeding correctly. * **Missing or incorrect Next Path Number**: If the Next Path Number is not correctly set, the system will not proceed to the next point. * **Coverage Answer**: If Coverage Answer is enabled, it may override the coverage path logic.

Tips for Implementing Effective Coverage Paths

To ensure that your coverage paths work as expected, consider the following tips: * **Verify criteria and rules**: Double-check that all criteria and rules are correctly set up. * **Check Next Path Number**: Verify that the Next Path Number is correctly set for each point in the sequence. * **Use Coverage Answer with caution**: Use Coverage Answer judiciously, as it can override coverage path logic.

Conclusion

Coverage paths are a powerful tool in Avaya CM/Aura (Definity). By understanding how they work and implementing them correctly, administrators can efficiently manage incoming calls and improve overall call management. Remember to verify criteria and rules, check Next Path Numbers, and use Coverage Answer with caution to ensure that your coverage paths work as expected.