Changing Coverage Group to Ring Softphone

[Tony B]

I recently started a new position and this business is using an Avaya phone system. Previous to my arrival, a virtual extension was set up that will ring multiple extensions in the department at the same time (coverage group, I am told), but what I've noticed is that this "breaks" whenever I am working from home and use the Avaya One X communicator. My assumption is that it has to do with the fact that the extension port configuration changes from a physical patch location to a soft IP phone port.

All that being said, I guess I have a couple questions:
[ol ]
[li]How do you change/modify the coverage group members (i.e. what extensions all ring)[/li]
[li]Is it possible to modify the configuration to allow ringing of the softphone when the virtual extension is dialed?[/li]
[li]Is there a better solution entirely to this problem that will ring both physical desk phones and softphones?[/li]
[/ol]

I am sure there will be some detail missing so let me know what else may be needed. Again I am new to this system so it may take me a bit to get the info requested.

Thanks!
-Tony

 

[kyle555]

Do you use the same extension at home as in the office?

Is your onex sip or h323?

So, you could have a X ported station - one that exists in programming - and have a bunch of phones with a bridged appearance - brdg-appr of the keys of that set. That's one way to do it.

You could also have that x ported station or a virtual station with a coverage path to 'c1' - coverage answer group 1. A coverage answer group is a list of phones that ring when the called station doesn't answer. You could use a station of type 'virtual' on this as its more economical and doesn't use a license. A virtual station only has a coverage path. Calls can't originate from it, it doesn't have line keys, and can't do as much as a real phone - even an X ported phone uses a license and can do much more.

 

[Tony B]

Thanks for the response.

To address your questions:
[ul]
[li]Yes, I use the same extension both at home as I do at my desk[/li]
[li]OneX is using H.323[/li]
[/ul]

Presently there is a virtual station (x5100) which myself and others are in it that, when at my desk, rings all of us simultaneously. I have tried looking into the config of this station but it doesn't provide much, if any detail that stands out to me. The only thing I have seen of interest is that it has a "Coverage Path 1: 16" configuration. I've looked up that coverage path (change coverage path 16) but thus far I haven't been able to get any relevant info from there either. I see that "Point 1" is set to C3, which I assume to be some form of a coverage path but haven't figured out how to access that for further investigation.

The real objective I have in mind is to reconfigure this virtual station (x5100) so that anyone connected via the OneX communicator still receives the phone calls going to x5100.

 

[kyle555]

Ok, so that c3= coverage answer group 3. You can 'change coverage answer 3' and see which phones are members.

That said, you shouldn't need much to make your extension - either as a hard or softphone - ring when calls hit c3. For yuks, you could try changing c3 in cov path 16 to your extension directly to see if you can get calls via coverage at a more basic level.

Off hand, can't think why you're having a problem.

 

[Speewah]

In what way does it break when you are working from home?
Does it not ring your extension but all other extensions in the coverage answer group ring? Or vice-versa?
Are you using One-X Communicator with a headset for audio or is it paired with your mobile or home phone for audio? (In a virtual desktop environment for example)

Take a list-trace of a call to the virtual station when you are working from home, check for denial events or other errors.

 

[Tony B]

@kyle555 - Verified in the coverage answer group that my extension number is listed as it should. I may try messing around with this off-hours to see if anything changes. Avaya shouldn't care about the port the extension is on, should it?

@speewah - It "breaks" as you indicated - While using the Avaya One-X Communicator with my USB headset, I do not see or hear any calls that come in to the x5100 coverage answer group. However others at their desks do receive the calls, and to that point my desk phone does as well when I am not logged on to One-X with my extension ported to the softphone application. It's as if Avaya isn't able to route the coverage answer group call to the softphone port.

I will do a list trace as soon as I can and will report back what I find. Thanks!