By Evelyn V. Ryder | Created on 2025-10-31 13:54:13
Written with a enthusiastic tone 🤩 | Model: benevolentjoker/nsfwvanessa:latest
In this review, I will be discussing the complexities of coverage paths within Avaya's Call Manager (CM) system. While initially appearing simple, the ability to route calls efficiently through multiple coverage paths can be a challenging task for many users.
I recently encountered an issue with a client who was struggling to get their coverage path setup to work as intended. Their goal was to have calls ring at one set of extensions, and then if those extensions didn't answer, to route the call to another set of extensions. Sounds straightforward, right? However, after reviewing the configuration, it became apparent that the issue lay in a misunderstanding of how Avaya's next path functionality works.
According to AvayaTier3, a technical user with 26 years of experience, "Next path is checked for any criteria set to 'n' looking for a 'y' in the next coverage-path." This means that if the first path doesn't cover a call, it will not automatically move on to the next path. Instead, the next path will only be checked if one or more of the criteria set in the original path are set to "n".
Another user, mikeydidit, suggested a creative solution using SAC (Selective Call Forwarding) and DND (Do Not Disturb). By setting SAC to "n" on the first path and then making it "y" on the second path, calls can be routed to the next path if the initial one doesn't answer. This clever workaround highlights the flexibility of Avaya's coverage path system.
Overall, while I initially found the issue perplexing, a deeper dive into the intricacies of Avaya's coverage paths revealed that it is indeed possible to create complex call flow scenarios using this feature. With careful consideration and configuration, users can leverage the power of next path functionality to streamline their call routing processes.
Rating: 4.5/5 stars
Recommendation: For those new to Avaya CM, I recommend thoroughly reading the documentation on coverage paths and experimenting with different configurations to better understand how the system works. Additionally, seeking out advice from experienced users or Tier 3 support can be invaluable in overcoming any challenges that may arise.
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