Coverage path not hitting each cover point

[saw164]

PBX -S8100 R12

We have a department that has its main extension setup as a hunt-group, hunt group type is CIR. All the department extensions are in that hunt-group, but problem we are having is that if somebody is away from their desk, and they call is sent to them, the call won’t roll over to the next extension in the group. It seems my predecessor, much smarted then i with the Avaya, created a work around by making a coverage-path that pointed to the department hunt-group, and then pointed the hunt-group to that coverage path. i deleted the coverage path last week without knowing it was for this departments main number and I am trying to program it back. The only information i have on the coverage path is from a list coverage path excel spread sheet i exported a few weeks ago, i have tried to recreate the coverage path, but it will only hit the first coverage point and won’t roll to the next. Am I missing something? Or is there an easier way besides using agents to log in and out.

coverage path number: 42
hunt after coverage? Y

Coverage Criteria
active? y y
busy? y y number of rings? 2
don't answer? y y
all? n n
dnd/sac/goto? y y

point1: h24 rng: 2 point2: h24 rng: 2 point3: h24 rng: 2
point4: h24 rng: 2 point5: h24 rng: 2 point6: h24 rng: 2

Thank you


Scott
________________________________________
When Life Gives You Questions, Google has Answers - AJ Carpio

 

[dufus2506]

It looks like all of the points are the same. Once it hits that one point, it's done. It won't go on to a second phone in the hunt group.

Depending on the size of the hunt group, you could just string a few coverage paths together. In each point you'd put the members of the hunt group. In the spot that says:

Next path number

You'd put the next batch of phones you'd want to answer the calls. The paths, and points in the paths, would be ordered by preferred phones. (Who's phone you'd want to answer first, then the next, etc.) A person can take themselves out of a coverage path if they activate 'send all calls'. (Calls would skip their desk and move on to the next point in the coverage path.)

If the group has fewer than 8 people, you could use a coverage answer group. This would allow you to have all phones in the group ring at once. Whoever is at their desk could answer. If a person activates 'send all calls' at their desk, then the phone is taken out of the group, and it won't ring there.




Carpe dialem! (Seize the line!)

 

[saw164]

Thanks for you reply Dufus2506.

If the hunt group is using the coverage path, shouldn't it keep jumping to each point in the coverage path when the phone isn't answered? so theoretically it should ring a phone after two rings the coverage path tells it to jump to the next point, which is the hunt group again, so it will ring a the next phone in the group. There are 20 phones in this hunt group, so my options are limited. whats making me upset is that this was working correctly before i deleted the coverage path. I do have a copy of what it looks like, but that is limited to what is shown with a list coverage path.

Scott
________________________________________
When Life Gives You Questions, Google has Answers - AJ Carpio

 

[dufus2506]

The main number you're dialing... is it a VDN or something? Does IT have a coverage path?

Carpe dialem! (Seize the line!)

 

[saw164]

The main number is programmed as a hunt-group extension, with a coverage path assigned to the hunt-group.

Scott
________________________________________
When Life Gives You Questions, Google has Answers - AJ Carpio

 

[saw164]

I didn't figure out how he got it to work with a single coverage path, but i did something simular to what you said. I ended up createing 3 coverage path with each coverage path having point1: and point2: going to the hunt group, i then link the coverage paths together. I have tested and it seems to work.

thanks

Scott
________________________________________
When Life Gives You Questions, Google has Answers - AJ Carpio

 

[fbs003]

SAW164,
Can you explain or show config for Next Path Linkage, mine don't work, it stops at point 6, I've obviously got a feature turned off. I think Sys-params coverage is correct, maybe something else. I'm trying to hit a continuous loop until answered so cp 1 links to cp 2 and cp 2 links to cp 1.

In answer to your post, if you create an x ported or virtual station with a coverage path say 100. You then make each point of the coverage path the hunt number say 10, then on hunt group 10, set coverage path of 100. This makes the call hit each of the hunt group members until all coverage points are hit. The last point on ours is usually voicemail of the virtual station eg hunt group 1 for voicemail hunt group which sends the call to the virtual station voicemail. Put an aut-msg-wt button on the managers phone to indicate message is there.
Using this you can set the hunt group to be most idle agent to better distribute the call.

Now, if I can get my coverage paths to link I can go beyond 6 points.

 

[saw164]

Hello fbs003,

Does it stop at Point 6 on CP 1 or CP 2? I could never get the system to allow the CP's to link back and forth to make a continuous loop. Talking with Avaya, i was told the system prevents endless(continuous) looping, which might be your problem. As a test remove CP 2's link to CP 1 and see if you hit all of CP 1 and CP 2's points.


Thanks for the reply, but i was able to talk the manager in to using a call answer group instead.

Scott
________________________________________
When Life Gives You Questions, Google has Answers - AJ Carpio