Logged off: coverage - Logged in: no coverage

[IDLA01]

Dear all,

in advance I thank all of you for your tipps and in general this very helpful forum. Up to this point I was just a spectator. But now I would like to ask you my first question.

We have created coverage paths (Aura 6.2 environment) for every station (9611) when they are logged off. This works - but you have to set the "y" in the "busy section" in the coverage path as well. Exactly this is my question.
How can I differ these two scenarios:
on the one hand the "logged in" scenario (I don't want the coverage path to be active) and then the "logged off" scenario (we definitely want the coverage path to be active).

I am looking forward to read from you.

 

[kyle555]

Define "logged in" and "logged out" - do you mean logged in to the phone's extension at the most basic level, or do you mean more fancy stuff like agent logins?

At the most basic level, if the phone isn't logged in or actually connected to Communication Manager, the coverage path should engage immediately.

To say, if you're working with the most basic "logging in" scenario, that setting a coverage path with the max, 99 rings, should make a situation where if the phone is online, it will ring that many times before going to the coverage path, and if the phone is not present - like a digital phone unplugged or an IP phone logged out, that the coverage path kicks in right away.

 

[IDLA01]

Thank you for your reply.

Our scenario is the basic level - so "logged out" means just the phone extensions. We have no stuff like agent logins.

So if I understand you correctly our scenario should work - but if the option (in coverage path) "active" is set to "y" we also have to activate the option "busy". But we don't want the coverage path to work if the extension is logged in (on the phone).

Do you need some technical parameters from our system to double check?

 

[mdefedele]

There is no automatic way to do what you are asking. Cover paths apply to stations based on the criteria defined in the cover path. When a station is not "logged in" (registered) then it is defined as busy. However busy also applies to the station when the user is on the phone as well and therefore there is no way to separate the two scenarios. However, there are ways to get around what you are doing by using 2 separate cover path options. In the first option you place the cover path you want to use when the phone is not registered. In the second option you leave it blank. Then you place a button on the phone or use the FAC to flip flop the options when the user is registered. Remember to flip it back when you un-register the phone otherwise there will be no coverage when it is unreg'd. It's a bit manual but it solves the scenario you are talking about.

Matt--Solutions Architect

CCNA
Avaya Certified
Converged+ Certified
Linux+ Certified

 

[IDLA01]

Hi Matt,

thank you very much. We solved the problem by enabling in system parameter coverage forwardings "Criteria for logged off/psa/tti". Thus we have one more criteria in each coverage path to set like we want the coverage path to behave.