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Coverage not working

Coverage not working

(OP)
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.

RE: Coverage not working

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 smile


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

RE: Coverage not working

Indeed upon reading Manager it seems the individual coverage timer pertains to the use of call coverage buttons on users handsets smile


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

RE: Coverage not working

Why aren't you using coverage buttons on x101 and x102 for x103? Seems easier then creating a group and routing it that way.

RE: Coverage not working

(OP)
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 :)

RE: Coverage not working

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 smile


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

RE: Coverage not working

(OP)
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)

RE: Coverage not working

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 smile


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

RE: Coverage not working

(OP)
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 :)

RE: Coverage not working

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 smile


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

RE: Coverage not working

(OP)
I don't think Overflow can be cascaded no? I am trying it now on our lab, seems not to work

RE: Coverage not working

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 smile


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

RE: Coverage not working

Reason being its way more flexible that wayand it's much easier to follow what happens to the call smile


Avaya Implementation Qualified Professional Specialist Technical Engineer (AIQPSTE)

RE: Coverage not working

(OP)
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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