Creating a coverage path

Last Updated : Nov 10, 2020 |

Before you begin

Verify that the settings on the System-Parameters Call Coverage/Call Forwarding screen contain the values that you want for your system.

For basic Call Coverage, Avaya recommends that you retain the default settings. However, if you decide to change the default settings, read the field definitions and the field descriptions carefully before you make changes.

To view this screen, type display system-parameters call coverage/call forwarding. Press Enter.

For a complete description of the System-Parameters Call Coverage/Call Forwarding screen, see Administering Avaya Aura® Communication Manager.

Procedure

  1. Type add coverage path next. Press Enter.

    The system displays the Coverage Path screen that shows the next undefined coverage path. The Coverage Path Number field is a display-only field.

    To see the extensions or the groups that use a specific coverage path, type display coverage sender group n, where n is the coverage path number. For example, you might want to see which extensions use a coverage path before you make changes to the coverage path.

  2. In the Hunt After Coverage field, type y if you want the system to attempt station hunting from the last coverage point, when the coverage point is a busy station. If you do not want the system to attempt station hunting from the last coverage point when the coverage point is a busy station, leave the default set to n.
  3. In the Next Path Number field, perform one of the following actions:

    • Type a coverage path number in the field if you want the system to redirect if the coverage criteria of the current path does not match the call status. If the coverage criteria of the next path matches the call status, the system uses the coverage criteria to redirect the call, and no other path is searched.

    • Leave the field blank if you do not want the system to redirect the call.

      Linkage is a display-only field that shows one or two assigned coverage paths that are linked to the number in the Next Path Number field.

  4. Find the Coverage Criteria area.
    Note:

    There is a column for inside calls and a column for outside calls. You can accept the defaults for both columns or only one column. Likewise, you can change the defaults for both columns or only one column.

    Perform any of the following actions:

    • In the Active fields, perform one of the following actions:

      • Accept the default value n if you do not want the call to go to coverage if only one call appearance is busy.

      • Type y if you want the call to go to coverage if only one call appearance is busy.

    • In the Busy fields, perform one of the following actions:

      • Accept the default value y if you want the call to go to coverage if the extension is busy.

      • Type n if you do not want the call to go to coverage if the extension is busy.

    • In the Don’t Answer fields, perform one of the following actions:

      • Accept the default value y if you want the call to go to coverage if the number of rings exceeds the number specified in the Number of Rings field.

      • Type n if you do not want the call to go to coverage if the number of rings exceeds the number specified in the Number of Rings field.

    • In the Number of Rings field, type a number from 1 to 99. This number indicates the number of times a call rings at a telephone before the system redirects the call to the first coverage point. The default is 2.

    • In the All fields, perform one of the following actions:

      • Accept the default value y if you want the users with this path to answer their own calls.

      • Type n if you do not want the users with this path to answer their own calls. These user calls always immediately go to coverage.

    • In the DND/SAC/Goto Cover fields, perform one of the following actions:

      • Accept the default value y if you want users to activate Send All Calls, temporarily direct all incoming calls to coverage (regardless of the assigned Call Coverage redirection criteria), and to temporarily remove their telephone from the coverage path.

      • Type n if you do not want users to activate Send All Calls, temporarily direct all incoming calls to coverage (regardless of the assigned Call Coverage redirection criteria), and to temporarily remove their telephone from the coverage path.

    • In the Logged off/PSA/TTI fields, perform one of the following actions:

      • Accept the default value y if you want the call to go to coverage if the number of rings exceeds the number specified in the Number of Rings field.

      • Type n if you do not want the call to go to coverage if the number of rings exceeds the number specified in the Number of Rings field.

    • In the Number of Rings field, type a number from 1 to 99. This number indicates the number of times a call rings at a telephone before the system redirects the call to the first coverage point. The default is 2.

    • In the Terminate to Coverage Pts. with Bridged Appearances field, perform one of the following actions:

      • Accept the default value n if you want a call to skip the coverage point if the call has already alerted as a bridged call.

      • Type y to allow a call to alert as a bridged call and a redirected call.

  5. In the Point fields, type the extensions, the hunt group number, or the coverage answer group numbers that you want for coverage points.

    When you type a number and move to the next Point field, the system displays the Rng field.

  6. In the Ring field, perform one of the following actions:

    • Leave the Rng field blank if you want to use the number of rings entered in the Number of Rings field.

    • Type the number of rings for this coverage point if you do not want to use the number of rings entered in the Number of Rings field.

    Note:

    To enter an extension that is assigned as a vector directory number (VDN) as the last point in the coverage path, you must make an administration change. For more information, see Avaya Aura® Call Center Elite Feature Reference.

  7. Press Enter to save your changes.