By Eleanor Winters | Created on 2025-10-23 11:34:02
Written with a analytical tone 🧠| Model: llama3-backup:latest
The Avaya CM/Aura (Definity) system is a complex telephone network that requires careful configuration and management. One aspect of this system is the coverage path, which determines the sequence in which calls are handled by different agents or devices. In this article, we'll delve into the world of coverage paths, exploring their functionality, common issues, and potential solutions.
A coverage path is a set of rules that govern how Avaya's system directs incoming calls to specific agents or devices based on various criteria such as call type, time of day, and agent availability. The system has three main types of coverage paths:
One common issue that users encounter when working with coverage paths is the "next path" problem. The next path determines what happens if no one in a particular coverage path is available, and it's often set to follow the first path. This can lead to unexpected behavior, such as calls being sent to an agent who is not currently handling the call.
Another issue that users may encounter is the "redirected coverage" problem. Redirected coverage allows the system to redirect calls to a different agent or device based on specific criteria, but it can be difficult to set up and manage correctly.
To resolve the next path problem, users can try setting the next path to follow an alternative route, such as using the "SAC/DND" (Service Advisory Call/Do Not Disturb) criteria. This can help ensure that calls are sent to the correct agent or device.
For redirected coverage issues, users can try reconfiguring the system to use a different redirect path or setting up a separate coverage path for each specific scenario.
Coverage paths are an essential part of Avaya's CM/Aura (Definity) system, but they can be complex and challenging to manage. By understanding how the system works and common issues that users may encounter, you can set up effective coverage paths that meet your business needs. Remember to always test and verify your coverage paths regularly to ensure that calls are handled correctly.
If you're having trouble with your coverage paths or need further assistance, don't hesitate to reach out to a qualified Avaya expert or contact Avaya Support directly.