Understanding Coverage Paths in Avaya: A Step-by-Step Guide

Coverage paths are a crucial component of Avaya's call management system. They allow you to route calls from one point to another, based on specific conditions. However, understanding how they work can be complex, even for experienced users.

The Basics of Coverage Paths

1. Coverage path 100 has a coverage condition that checks if the caller is an inside call or an outside call.
2. Coverage path 101 also has a coverage condition, but it's set to check for an "All" condition on both inside and outside calls. This means that if no one picks up in coverage path 100, the call will automatically go to coverage path 101.

Why Doesn't Coverage Path 100 Work?

The problem lies in the fact that coverage path 100 is set to check for an "All" condition on both inside and outside calls. However, when no one picks up in coverage path 100, the call will only go to point 1 (h17), not to coverage path 101.

Solving the Problem

To fix this issue, you need to make sure that the next path is set to check for a "y" on both inside and outside calls. You can do this by changing the coverage condition of coverage path 100 to check for an "All" condition on both inside and outside calls.

Example

1. Coverage Path 100:
2. Change the Coverage Condition to: All, Inside & Outside
3. Set Next Path Number: 101 (Make sure it's set correctly)

The Benefits of Using Coverage Paths

1. Coverage paths allow you to route calls from one point to another based on specific conditions.
2. They provide flexibility and control over how calls are routed in your system.
3. Using coverage paths can help reduce abandoned calls and increase productivity.

Conclusion

In conclusion, understanding coverage paths in Avaya requires a good grasp of the basics and how they work. By following these steps and making sure that your next path is set correctly, you can fix common issues and get the most out of your system. Remember to always check for "y" on both inside and outside calls to ensure that your call routing is accurate.

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