CM Coverage Issue

[twlcolorado]

I have a customer with CM 8.1 with Avaya Messaging. They have a DID that is set up as a virtual, going to a coverage path. The coverage path has the first four points being in service stations, and the fifth point is a vector that sends the call to a voicemail box. According to the customer when the number is dialed internally it works fine It does not when it is dialed from the outside.

I have made test calls from the outside and traced them. It appears that the call goes through the coverage path, but when it gets to the point where it should go to the vdn sending the call to the voicemail box, it starts the coverage path over again. This time it looks like it tries to go to the mailbox, but fails and a busy signal is returned to the caller.

Making test calls, it goes to voicemail fine if there are only 3 points in the coverage path and then the vdn for voicemail. As a temporary fix, I have put the last two points together in a coverage answer group, but this is not an ideal solution.

 

[Bill P]

sounds like a COR issue...like the trunk COR is restricted to the COR of the VDN or something like that. Either that or a tenant restriction. Make sure on the 2nd page of your tenant that it can talk to all the other tenants (all tenants except tenant 1 are set to no as a default)

 

[Bill P]

also, is your VDN set to yes for VDN override? Have you tried using the hunt group in the coverage path? I'm assuming your vector is just configured with a "messaging" step that sends it to a hunt group.

 

[AvayaTier3]

Please post a screenshot of your coverage path

 

[Mo. Abdullah]

.

 

[twlcolorado]

The customer has only one tenant. If the extension is dialed internally, the customer says that the call goes to the 4 points in the coverage path and then to voicemail.

Here is the station information:

Extension: 3141 BCC: 0
Type: virtual Security Code: TN: 1
Coverage Path 1: 200 COR: 1
Name: Taos Surgical Specialties Coverage Path 2: COS: 1
Unicode Name? n Map-to Station:

Time of Day Lock Table:
Personalized Ringing Pattern: 1




Survivable COR: internal
Survivable Trunk Dest? y

This is the original coverage path that did not work:

COVERAGE PATH

Coverage Path Number: 67
Cvg Enabled for VDN Route-To Party? y Hunt after Coverage? n
Next Path Number: Linkage

COVERAGE CRITERIA
Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y Number of Rings: 1
All? y y
DND/SAC/Goto Cover? y y
Holiday Coverage? n n


COVERAGE POINTS
Terminate to Coverage Pts. with Bridged Appearances? n
Point1: 3486 Rng: 3 Point2: 3483 Rng: 3
Point3: 3481 Rng: 3 Point4: 3482 Rng: 3
Point5: v4671 Rng: 1 Point6:

I set up a new coverage patch that is identical, except I combined points 3 and 4 into a coverage answer group. Calls are now routing to voicemail at the end of the coverage path:

COVERAGE PATH

Coverage Path Number: 200
Cvg Enabled for VDN Route-To Party? n Hunt after Coverage? n
Next Path Number: Linkage

COVERAGE CRITERIA
Station/Group Status Inside Call Outside Call
Active? n n
Busy? y y
Don't Answer? y y Number of Rings: 2
All? y y
DND/SAC/Goto Cover? y y
Holiday Coverage? n n


COVERAGE POINTS
Terminate to Coverage Pts. with Bridged Appearances? n
Point1: 3486 Rng: 3 Point2: 3483 Rng: 3
Point3: c8 Rng: 3 Point4: v4671 Rng:
Point5: Point6:

If this was a COR issue then it wouldn't work at all. For whatever reason, it only wants 4 coverage points on external calls. If voicemail is the last point, it only works if it is point 4 or lower.

 

[Bill P]

note cov pa 200 is set to no for Cvg Enabled for VDN Route-To Party. not sure how your vector is set up.

seems like a bug if its working with just 4 coverage points.

 

[Bill P]

this is the response from Avaya Ada.
Avaya Communication Manager supports up to 6 levels of call coverage. However, the voicemail system may not be able to handle calls that pass through multiple coverage points effectively, especially if there are more than 4 points.

Solution:​

1. Review Coverage Path Configuration:
   Ensure that the coverage path is correctly configured and does not exceed the supported levels. You can check the coverage path settings in the Communication Manager.
2. Simplify Coverage Path:
   Try reducing the number of coverage points to 4 or fewer. This can help ensure that the call is properly routed to voicemail.
3. Check Voicemail System Integration:
   Verify that the voicemail system is correctly integrated with the Session Manager and Communication Manager. Ensure that the SIP settings are properly configured.

Could also check the system parameters coverage options as well.

 

[twlcolorado]

Thanks Bill. I looked at the System Coverage data and didn't see anything that I thought could have caused this. I will get into the system after hours and set it up with the 5th coverage point being another station and see if that works. If it does, that would support your idea that it is the voicemail that doesn't like more than 4 coverage points.

What I don't understand is that according to the customer if the station is dialed internally the coverage works with voicemail as the 5th point.

Thanks again, and I will let you know.

 

[twlcolorado]

I set up a test coverage path with a station as the 5th point. It made no difference. So, it doesn't look like voicemail is the issue.