Send-Calls and Multiple Coverage Paths 2

[nwt002]

Hello,
We use a Definity PBX, and I have a station that is currently setup with a coverage path to send calls to voicemail if not answered within 3 rings. The office would like to have a button that they can press to send all incoming calls to an offsite answering service. I've read several Threads that say I should be able to setup a Send-Calls button on the station, and then assign a second Coverage Path with just SAC set to Y, but I am having trouble getting this to work.

1. On the station I want to forward calls for, I have configured the "Send-Calls" button without listing an extension.
2. Here are the "Coverage Path 1" Settings (send calls to Voicemail)

change coverage path 161 Page 1 of 1
COVERAGE PATH

Coverage Path Number: 161
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: 3
All? n n
DND/SAC/Goto Cover? n n

COVERAGE POINTS

Terminate to Coverage Pts. with Bridged Appearances? n

Point1: h34 Point2: Point3:
Point4: Point5: Point6:

3. Here are the "Coverage Path 2" settings (send calls to answering service)

change coverage path 113 Page 1 of 1
COVERAGE PATH

Coverage Path Number: 113
Hunt after Coverage? n
Next Path Number: Linkage

COVERAGE CRITERIA

Station/Group Status Inside Call Outside Call
Active? n n
Busy? n n
Don't Answer? n n Number of Rings: 4
All? n n
DND/SAC/Goto Cover? y y

COVERAGE POINTS

Terminate to Coverage Pts. with Bridged Appearances? n

Point1: r12 Point2: Point3:
Point4: Point5: Point6:


4. Here is the issue that I am having:

- If I set "Coverage Path 1" to 161 and "Coverage Path 2" to 113, the calls will go to voicemail after 3 rings, but I cannot press the "Send-Calls" button. When I try pushing the button, the light just flashes for a second and never turns green, so it doesn't try using my second Coverage Path.​

- If I flip them and put "Coverage Path 1" as 113 and "Coverage Path 2" as 161, then I am now able to push the "Send-Calls" button and the calls get routed to the answering service, but when I turn the "Send-Calls" button off, the calls don't roll over to voicemail after 3 rings. The call just continues to ring at the station.​

Hopefully someone has seen this behavior before and can point me in the right direction. If you need additional information, please let me know. Thanks!

 

[Mitch672]

send-calls" simply sends the call to the last "point" on the coverage path, whichever coverage path is in effect, cover1 or cover2

It does NOT switch between cover1 and cover2, for that you must use the feature "Change Coverage Access Code:" (on page 1 of a typical system, there may or may not be a feature code assigned to it), if there isn't you will need to assign a feature code to it, then you will be able to swap between the 2 coverage paths, via the phone, or via remote-access. It won't just be a button press for "send-calls" however.


Mitch

AVAYA Certified Expert

 

[nwt002]

Thanks for the response.
The way that I understood the previous threads that I read, by only setting "Busy" and "Don't Answer" to Yes and everything else to No on Coverage Path 1 (voicemail), and then on the second coverage path, only setting "DND/SAC/Goto Cover" to yes and everything else to no, when pushing the Send-Calls button, that should make Coverage Path 2 the one that is "in effect", and go to it's last "point". And when the Send-Calls button is not pressed, that should make Coverage Path 1 "in effect" for incoming calls.
Is this not correct?

Concerning the feature you mentioned, should I see that by typing "display system-parameters features"? If so, I didn't see it on the first page, but I can keeps looking through the other 11 pages if this is where I'm supposed to find it.

thanks.

 

[bleebrant]

Mitch672 is correct about alternating between Coverage Path 1 and Coverage Path 2 on the station form.

You can though, get your described scenario to work as you showed on your message- you just missed one step.
On coverage path 161 you just need to add coverage path 113 in the Next Path Number field.
Then any calls to a station that is assigned coverage path 161 will first look at the criteria of coverage path 161, and if send calls is pressed it will look at the criteria of coverage path 113.

 

[nwt002]

I did as bleebrant suggested and that worked.

I ended up adding coverage path 113 in the "Next Path" field on coverage path 161, and that did the trick.

Thanks again for all the help!