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Coverage not working

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g18c

g18c

Programmer
Joined
May 2, 2002
Messages
342
Location
AE
With version 8.1.63 I cant get coverage path working!

I create a huntgroup:
Name = My Coverage
Extension = 200
Set collective call waiting
Add extensions 101 and 102.

I set a user:
User -> Extension = 103
Telephony -> Call Settings -> No Answer Time = 30
Telephony -> Supervisor Settings -> Coverage Group = My Coverage
Telephony -> Multi-line options -> Individual Coverage Time = 5

I call 103 from another extension 104, but the other coverage phones (101 and 102) do not ring after 5 seconds.

Any ideas what I am missing? I had the above working with a v6 box no issues.
 
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If I'm not mistaken it uses the no answer timer. Coverage group was introduced in R5 the coverage timer was introduced R3, I don't think they are the same feature despite the name suggesting so :-)


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)
 
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Indeed upon reading Manager it seems the individual coverage timer pertains to the use of call coverage buttons on users handsets :-)




Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)
 
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Why aren't you using coverage buttons on x101 and x102 for x103? Seems easier then creating a group and routing it that way.
 
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Individual Coverage Time (secs): Default = 10 seconds, Range 1 to 99999 seconds.
This function sets how long the phone will ring at your extension before also alerting at any call coverage users. This time setting should not be equal to or greater than the No Answer Time.


I am seeing if it possible to cover to the huntgroup, and then the huntgroup have an overflow to a second huntgroup. But i cant even test this as I cant even get the coverage working :)
 
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As I said that is talking about Call coverage users not coverage groups, you are adjusting and waiting for the wrong timer. Also no it will not follow the coverage groups overflow settings, you should use forward on no answer for this and then it will follow the groups overflow etc :-)


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)
 
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Yes Doh! Coverage Group = Where an external call that would normally have gone to voice mail, will go to the coverage group instead.

Ok, any ideas how would i do this:

External call -> user
If not answered, goes to receptionist + user (both ringing at the same time)
If still not answered, goes to user + receptionist + ext100 + ext101 (all ringing at the same time)
 
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Group with just user in, overflows to group with user and reception in, second overflow group with user, reception and 101 in. Target the first group :-)


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)
 
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Hmmm, yeah, there is a lot of programming there as they want that for each extension =//

And you are right as you pointed out, if using Coverage Group, in that instance the Overflow Group is not used (if it were, my issue would be solved!).

I don't seem to be able to set up a Coverage button for the second overflow group (lets call them managers) as the coverage button works for direct extension calls, but Huntgroup calls are not presented to the coverage button.

I can use a Bridged Appearance on the manager phones pointing to the receptionist, but of course it presents flashing the display/button as soon as the reception rings - it would be nice to delay 5 seconds (but this is of course what a coverage button is for!).

Any other ideas, or do i need to make 90 hunt groups (user, user+reception, user+reception+managers) for their 30 users :)
 
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Don't use bridged appearances will get nasty, in this situation (which I faced a couple of years back) where they all have different coverage paths I teach them how to create the groups and have them do it themselves, if they ask you to do it then it's outside what is considered MAC and they need to pay for your time :-)


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)
 
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I don't think Overflow can be cascaded no? I am trying it now on our lab, seems not to work
 
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It can, but the groups are all put in the first group list in the order you want them to overflow, also entering a group twice in a row will make it ring twice as long :-)


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)
 
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Reason being its way more flexible that wayand it's much easier to follow what happens to the call :-)


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)
 
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Cant believe I missed that now it is clear thank you! Its been a very long day. This is the same client my other thread regarding how much work was about. They also swindled a free install of VM Pro to database look-up routing (withholding payment until this is done despite not in purchase order - in this country very little legal protection cash is king)... sighhh we will be refunding them their yearly support contract that is for sure! Massive lessons learned and looking to move country also :)

Thanks for the help, should be all set and good to go!
 
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