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Coverage paths are a critical component of the Avaya Communication Manager (CM) and Avaya Aura (Definity) systems. They enable administrators to define complex call routing scenarios, ensuring that calls are efficiently directed to the right agents or groups based on specific criteria.

This article aims to provide an in-depth understanding of coverage paths, including their configuration, limitations, and best practices.

What are Coverage Paths?

Coverage paths allow administrators to create a sequence of call handling actions based on predefined conditions. These conditions can include time of day, call type (e.g., internal or external), agent availability, and more.

Each coverage path consists of three main components:

1. Coverage Criteria: This defines the specific conditions under which the coverage path will be triggered.
2. Next Path: This specifies what happens if the initial coverage criteria are not met.
3. Coverage Points: These define the call handling actions that will occur when a coverage point is reached.

Configuring Coverage Paths

To configure coverage paths, administrators must navigate to the Avaya CM or Avaya Aura (Definity) system and follow these general steps:

1. Create a new coverage path by selecting the "Coverage Path" option from the menu.
2. Configure the coverage criteria by setting specific conditions for call handling.
3. Define the next path, specifying what happens if the initial coverage criteria are not met.
4. Set up the coverage points, defining the call handling actions that will occur when a coverage point is reached.

Common Issues with Coverage Paths

Administrators often encounter issues with coverage paths due to misunderstandings of their configuration or limitations. Some common problems include:

• Incorrect Next Path Configuration: If the next path is not correctly configured, calls may bypass the intended coverage points.
• Inconsistent Coverage Criteria: Misconfigured or inconsistent coverage criteria can lead to unexpected call routing behavior.

Best Practices for Coverage Paths

To ensure effective use of coverage paths in Avaya CM/Aura (Definity), administrators should follow these best practices:

• Clearly Define Coverage Criteria: Ensure that the coverage criteria are specific, well-defined, and consistently applied.
• Configure Next Path Correctly: Verify that the next path is correctly set up to ensure seamless call routing.
• Regularly Review and Update Coverage Paths: Regular reviews will help identify potential issues or areas for improvement.

Conclusion

Coverage paths are a powerful tool in Avaya CM/Aura (Definity) systems, enabling administrators to create complex call routing scenarios. By understanding the configuration, limitations, and best practices of coverage paths, administrators can ensure effective use of these features and optimize their system's performance.