Multiple Coverage Paths 3

[dblcrona]

Can someone explain how you can use multiple coverage paths? Is there a way that the user can switch between coverage paths on their own? Ken Johnson
ITT Industries, Engineered Process Solutions Group

 

[SF0751]

We use multiple coverage paths here. We have r11 (MultiVantage) but I have not yet implemented the EC500 solution (it's on the list!). So, for our senior staff, the first coverage path routes to Audix, and the second coverage path routes to their cell phone (via an entry in the Remote Call Coverage Table). The user changes between the two coverage paths using speed dial buttons I've created for them. The speed dial entry is the FAC for Change Coverage Access Code, plus their extension, plus the appropriate coverage choice (1 or 2).

The only thing I dislike is that the user has no way to tell which coverage path is in operation, other than by placing a test call to his/her station. But so far no one has complained!
Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain

 

[dblcrona]

Susan,

Thanks a lot! That's just ste solution I was looking for. I wanted to be able to switch between paths using programed buttons on my phone. However, I also like the ability to activate a coverage path with remote access using a feature access code. You've been a big help. Thanks again. Ken Johnson
ITT Industries, Engineered Process Solutions Group

 

[Kellee]

I would like to try this myself on our R11...do I need certain permissions to do this? If so what should I look for?

 

[dblcrona]

Kellee,

The user will need to have a COS that has console permissions. If the alternate coverage path is a remote coverage that will need a COS that also has permissions to forward calls off net. The permissions of each COS can be viewed by doing a disp COS. Ken Johnson
ITT Industries, Engineered Process Solutions Group

 

[lopes1211]

Susan - you can tell which path is active with a status station (unfortunately your users cannot). Ken, you do not need console-permissions, only a COR with "change coverage" set to yes. Kelly, change coverage is standard but remote coverage and telecommuting is not. Try "change telecommut" to see if you can activate an access extension. This allows users the ability to change coverage without giving them full access to the more powerful "remote access".
-CL

 

[7532]

I have set up two coverage paths. One is to my VM and the other to my cellphone. Would you know how to route it back to my VM if my cell phone is unavailable?

 

[SF0751]

Check your System-Parameters Call Coverage (disp sys cov). The second pages shows the entries for "Coverage of Calls Redirected Off-Net (CCRON).

From the r11 Admin Guide: "If the Coverage of Calls Redirected Off-Net feature is not enabled, a remote coverage point will function as the last point in the coverage path, because the system will no longer have control of the call once it has redirected off-net. However, if the Coverage of Calls Redirected Off-Net feature is enabled, a call redirected off-net can be monitored by the system and brought back for further call coverage processing".

HOWEVER, if the cell phone in question also has voicemail, and if the cell VM is programmed to answer when the phone is powered off or out of range, then the call will NOT route back to the Definity VM system (Audix or other) because the call has been answered. Only cell phones without VM will be routed back to the Definity for the next point in the coverage path. So - if your phone falls into the "no cell CM" catagory, then put the appropriate Audix hunt group number as the second coverage point for your remote coverage path, and it should work.

Example:
Coverage Point1: r1 (Cell Phone number)
Coverage Point2: h99 (Audix hunt group number)

Hope this answers your question.....

Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain

 

[7532]

Thanks that helps a ton.