Avaya CM Coverage Paths: Understanding the Problem and Solution

In the realm of telecommunications, Avaya's CM/Aura (Definity) system is a powerful tool for managing call coverage across multiple extensions. However, configuring coverage paths can sometimes lead to unexpected behavior, especially when dealing with criteria like 'All Inside/Outside' or 'Holiday Coverage'. This article aims to delve into one such issue and provide a solution.

The Problem

Consider the following scenario:

• Coverage Path 100 is configured to cover Point 1: h17, with criteria set to 'All Inside/Outside' and 'Holiday Coverage' as 'n' (not applicable).
• Coverage Path 101 is configured to cover Point 1: h22, also with criteria set to 'All Inside/Outside' and 'Holiday Coverage' as 'n'. However, the Next Path Number in Coverage Path 100 is set to 101.

The issue here is that calls will not automatically move from Coverage Path 100 to Coverage Path 101 if no one picks up at Point h17. This is because the criteria for both coverage paths do not meet the requirements for moving to the next path.

The Solution

To solve this problem, you can adjust the criteria in the following ways:

• Set 'All Inside/Outside' to 'y' (yes) or 'Holiday Coverage' to 'y' for both coverage paths. This will enable the system to check these criteria when deciding whether to move to the next path.

However, it's important to note that setting these criteria to 'y' might not always be suitable, depending on your specific requirements. An alternative approach is to use the SAC (Selective Call Answering) or DND (Do Not Disturb) feature. Here's how you can do it:

1. On Coverage Path 100, set SAC to 'n' (no), and on Coverage Path 101, set SAC to 'y'.
2. Create a button or function on the user's phone that allows them to activate or deactivate SAC.

This way, when SAC is deactivated, calls will follow Coverage Path 100. If no one picks up at Point h17 and SAC is activated, the system will move to Coverage Path 101 and attempt to reach Point h22.

Conclusion

Understanding how coverage paths work in Avaya's CM/Aura (Definity) system is crucial for effective call management. While setting criteria like 'All Inside/Outside' or 'Holiday Coverage' can help manage call routing, it's equally important to consider alternative features like SAC/DND to achieve the desired results.

Remember, a great teacher does not provide answers, but methods to teach others "How and where to find the answers." Always seek to understand the underlying principles of your system to make informed decisions and solve problems effectively.

Sources:
- [Coverage Paths | Tek-Tips] (https://www.tek-tips.com/threads/coverage-paths.1632312/)
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