Defining coverage for calls redirected to external numbers

Last Updated : Sep 27, 2023 |

About this task

You can administer the system to allow calls in coverage to redirect to off-net (external) or public-network numbers.

You can use Standard remote coverage to an external number to send a call to an external telephone, but does not monitor the call once it leaves your system. Therefore, if the call is busy or unanswered at the external number, the call cannot be pulled back to the system. With standard remote call coverage, make the external number the last coverage point in a path.

Note:

Using remote coverage, you cannot cover calls to a remote voice mail.

With newer systems, you might have the option to use the Coverage of Calls Redirected Off-Net feature. If this feature is active and you use an external number in a coverage path, the system can monitor the call to determine whether the external number is busy or does not answer. If necessary, the system can redirect a call to coverage points that follow the external number. With this feature, you can have a call follow a coverage path that starts at the user’s extension, redirects to the user’s home telephone, and if unanswered at home, returns to redirect to their voice mail box.

The call will not return to the system if the external number is the last point in the coverage path.

To use a remote telephone number as a coverage point, define the number in the Remote Call Coverage Table and then use the remote code in the coverage path.

For example, to add an external number to coverage path 2:

Procedure

  1. Type change coverage remote.
  2. Press Enter.

    The system displays the Remote Call Coverage Table screen.

  3. In one of the remote fields, type the number that you want to assign to the remote coverage point. You can enter up to 16 digits, or leave the field blank. In this example, the number used is 93035381000.

    If you want to place a call outside of your network, add the digit that is used as Auto Alternate Routing (AAR) Access Code before the external number. In this example, dial 9 to place outside calls.

  4. Note down the remote code number that you use for the external number.
  5. Save the changes.
  6. Type change coverage path n, where n is the coverage path number.
  7. Press Enter.

    The system displays the Coverage Path screen.

    Tip:

    Before making changes, you can use display coverage sender group n, to determine which extensions or groups use path n.

  8. In the Coverage Point field, type the remote code number that you use for the external number.
  9. Save the changes.
    Note:

    If you do not have the Coverage of Calls Redirected Off-Net feature, the system cannot monitor the call once it leaves the network. The call ends at the remote coverage point.

    In this example, the coverage rings at extension 4101, then redirects to the external number. If you administer Coverage of Calls Redirected Off-Net and the external number is unanswered or is busy, the call redirects to the next coverage point. In this example, the next point is Point 3 (h77 or hunt group 77).

    For more information on coverage, see Call Coverage in Avaya Aura® Communication Manager Feature Description and Implementation.