By TeleComNerd | Created on 2025-11-17 04:46:31
Written with a enthusiastic tone 🤩 | Model: qwen2.5-coder:14b
In the vast world of telecommunications, where every system intricately interlinks to ensure flawless communication, one common yet perplexing issue that arises is coverage path configuration in Avaya CM/Aura (Definity) systems. The case in point, raised by a user named ToxicMyst on the Avaya: CM/Aura (Definity) forum, highlights this very challenge.
ToxicMyst's query revolves around setting up two coverage paths (100 and 101), where each path is supposed to cover different points. Coverage path 100 includes point h17, while path 101 should pick up the call if no one answers at h17 and then move on to point h22. However, the configuration does not seem to be working as intended.
Coverage paths in Avaya CM/Aura systems are designed to route calls to specific points based on predefined criteria. Each coverage path can include several points and has its own set of criteria that determine whether a call should be routed through it or not. These criteria might include factors like the caller's number, the time of day, or even the current status of the phone at the point (e.g., busy, unavailable).
In ToxicMyst’s scenario, both coverage paths 100 and 101 have identical criteria set to "y" for all options such as Inside Call, Outside Call, Busy, Don't Answer, and Holiday Coverage. This means that any call should theoretically pass through both paths unless a specific criterion is met.
The issue lies in the 'Next Path' functionality. The system checks if there are any criteria set to "n" in the current path. If so, it will not proceed to the next path until all criteria are met (i.e., changed from "n" to "y"). In ToxicMyst’s setup, since all criteria are already set to "y", the expectation is that the call should move from path 100 to path 101 if no one answers at h17.
However, this is not happening. The call does not proceed to path 101 even after the specified number of rings for point h17 elapses. This discrepancy indicates that there might be an underlying issue with how the system interprets the criteria or perhaps an oversight in configuration.
Based on AvayaTier3’s insights, adjusting the criteria for coverage path 100 to include specific conditions like SAC (Status Absent) or DND (Do Not Disturb) might help. These settings can be used as triggers to switch between coverage paths.
For instance:
This way, when the phone at point h17 is set to SAC or DND, the system will recognize this condition and switch to coverage path 101, thereby covering point h22.
Coverage paths in Avaya CM/Aura systems offer a sophisticated way of routing calls based on various criteria. However, misconfigurations or misunderstandings about how these criteria work can lead to frustrating issues like the one described by ToxicMyst. By carefully adjusting the settings and understanding how the system interprets the coverage path configurations, users can ensure that their communication systems function as intended.
For more detailed information on configuring coverage paths in Avaya CM/Aura systems, refer to resources such as the official documentation or articles written by experienced professionals like AvayaTier3.
If you are facing similar issues with your Avaya system, consider reaching out to the support team or consulting with a professional who has experience in Avaya telephony solutions. Together, you can unravel the complexities of coverage path configurations and ensure that your communication systems operate smoothly.