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Coverage paths are a critical component of Avaya's contact center management system. They allow for the redirection of incoming calls to different destinations based on various criteria, such as the availability of agents and the type of call.

What is Coverage Path?

A coverage path is a sequence of points that determines where an incoming call should be redirected if the agent at the current point is not available. Each point in the coverage path has its own criteria for determining whether to continue to the next point or terminate the call.

How Does Coverage Path Work?

There are two types of coverage paths: active and passive. Active coverage paths are used when the call is an incoming one, and the agent must be available to answer it. Passive coverage paths, on the other hand, are used for outgoing calls.

In an active coverage path, if no agent is available at a given point, the call will automatically be redirected to the next point in the sequence until an available agent can take over. The criteria used to determine which point to continue to are specified at each point in the coverage path.

Example of Coverage Path

An example of a coverage path might look like this:

• Point 1: H17 - Available if no other agent is available
• Point 2: H22 - Available if agent at point 1 is not available
• Point 3: H10 - Available if agent at point 2 is not available

In this example, the call will first go to point 1 (H17) and wait for an available agent. If no agent is available at point 1, it will then be redirected to point 2 (H22). If no agent is available at point 2, it will then be redirected to point 3 (H10), where it can be answered by any available agent.

Why Does Coverage Path Not Work?

The coverage path does not work in some cases due to the following reasons:

• The first point in a coverage path may not have an agent available.
• If no agent is available at a given point, it will automatically be redirected to the next point in the sequence until an available agent can take over. However, if the criteria for continuing to the next point are set to "n", the call will terminate instead of being redirected.
• Some coverage paths may have conflicting criteria that result in calls being terminated or redirected incorrectly.

Solutions

The following solutions can help improve the effectiveness of coverage paths:

• Make sure that all agents are available and logged in before initiating a call.
• Use the "SAC/DND" (Selective Answering/Call Deflection) feature to redirect calls to other points if an agent is not available.
• Review and update coverage paths regularly to ensure they accurately reflect the current availability of agents.

Conclusion

Coverage paths are a crucial component of Avaya's contact center management system. By understanding how coverage paths work, identifying common issues that may cause them to malfunction, and implementing solutions to improve their effectiveness, administrators can optimize call routing and ensure that customers receive the best possible service.