Understanding Avaya Coverage Paths

Avaya's coverage paths feature allows for the creation of complex call routing scenarios. However, configuring these paths can be challenging due to their intricacies.

Understanding Next Path Behavior

The next path is checked based on the first criteria set to "n" in each coverage path. If a specific condition is not met in the current path, it will follow the next path if it has a criteria set to "y".

Tips for Configuring Coverage Paths

When designing your coverage paths, consider the following:

• Use SAC/DND wisely: Activate the SAC feature on the first path and deactivate it on the second. This way, when SAC is activated, it will automatically switch to the next path.
• Configure criteria correctly: Ensure that you've set up the right conditions for each coverage path. This might require checking multiple parameters, such as inside or outside calls.

Example Scenario

Suppose we have two coverage paths: 100 and 101. In this scenario:

• If no one picks up a call in cov path 100, it should redirect to cov path 101.
• The criteria for both paths are set to "n" (not applicable) for all conditions except "Holiday Coverage", which is also set to "n".

Avaya Documentation and Resources

To learn more about configuring coverage paths, you can refer to the official Avaya documentation. Some useful resources include:

• Avaya's Coverage Paths Guide
• Avaya's SMDR Reporting on Coverage Paths

Conclusion

By following these guidelines and utilizing the resources provided, you should be able to configure your Avaya coverage paths effectively. This will help ensure seamless call routing and minimize potential issues.

Additional Tips

• Always check the next path configuration for each coverage path.
• Make sure that the conditions in the current path are correctly set up.
• If possible, test your setup before implementing it in a production environment.

By keeping these best practices in mind, you can optimize your Avaya coverage paths and improve call handling efficiency.

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