Archived Post

Coverage paths play a crucial role in managing incoming calls in the Avaya CM/Aura (Definity) system. These paths determine how calls are routed based on various criteria such as call type, time of day, and availability of specific extensions or groups.

The discussion thread provided offers insights into common issues related to coverage paths and possible solutions. One of the key problems mentioned is when a next path does not follow the first ones that don't cover it. This issue can be addressed by making sure the SAC (Selective Call Acceptance) criteria for the second path are set to 'y' and then activating SAC, which leads calls to the second path.

Here are some points from the thread:

• Next path follows what the first ones doesn't cover.
• To make the next path work, one can use SAC/DND (Do Not Disturb) for this purpose.
• One strategy is to make SAC "n" on the first path and "y" on the second path. Then, when SAC is activated, it goes to the second path.

Avaya CM/Aura (Definity) offers a variety of features that can be used to configure coverage paths according to specific needs. By understanding how these features work together, users can effectively manage their call flow and ensure that calls are directed to the right places at the right times.

Key Features and Best Practices:

• Coverage Path Criteria: Understanding the various criteria available for configuring coverage paths is crucial. These include call type (inside/outside), time of day, holiday coverage, and more.
• SAC/DND Settings: Properly setting SAC and DND criteria can ensure that calls are directed to the right next path based on specific conditions.
• Next Path Configuration: Configuring next paths correctly is essential. This includes ensuring that all necessary criteria for the next path are set to 'y'.
• Testing and Verification: Regular testing of coverage paths is recommended to ensure they function as intended.

By following these best practices and understanding how coverage paths work in Avaya CM/Aura (Definity), users can efficiently manage their call flow and provide better service to customers.