Creating coverage paths

Last Updated : Sep 27, 2016 |

About this task

This section explains how to administer various types of call coverage. In general, call coverage refers to what happens to incoming calls. You can administer paths to cover all incoming calls, or define paths for certain types of calls, such as calls to busy telephones. You can define where incoming calls go if they are unanswered and in what order they reroute to other locations. For example, you can define coverage to ring the called telephone, then move to a receptionist if the call is unanswered, and finally access a voice mailbox if the receptionist is unavailable.

With call coverage, the system redirects a call to alternate answering extensions when no one answers at the first extension. An extension can have up to 6 alternate answering points. The system checks each extension in sequence until the call connects. This sequence of alternate extensions is called a coverage path.

The system redirects calls based on certain criteria. For example, you can have a call redirect to coverage without ever ringing on the principal set, or after a certain number of rings, or when one or all call appearances (lines) are busy. You can set coverage differently for internal (inside) and external (outside) calls, and you can define coverage individually for different criteria. For example, you can decide that external calls to busy telephones can use the same coverage as internal calls to telephones with Do Not Disturb active.

Note:

If a call with a coverage path is redirected to a coverage point that is unavailable, the call proceeds to the next coverage point regardless of the type of coverage administered in the point that was unavailable. For example, if the unavailable coverage point has a hunt group coverage path administered, the hunt group coverage path would not be used by a call coming into the hunt group through the higher-level coverage path. The hunt group coverage path would be used only for calls coming directly into the hunt group extension.

Procedure

  1. Type add coverage path next.
  2. Press Enter.

    The system displays the Coverage Path screen. The system displays the next undefined coverage path in the sequence of coverage paths. Our example shows coverage path number 2.

  3. Type a coverage path number in the Next Path Number field.

    The next path is optional. It is the coverage path to which calls are redirected if the current path’s coverage criteria does not match the call status. If the next path’s criteria matches the call status, it is used to redirect the call; no other path is searched.

  4. Fill in the Coverage Criteria fields.

    You can see that the default sets identical criteria for inside and outside calls. The system sets coverage to take place from a busy telephone, if there is no answer after a certain number of rings, or if the DND (do not disturb), SAC (send all calls), or Go to Cover button has been pressed or corresponding feature-access codes dialed.

  5. Fill in the Point fields with the extensions, hunt group number, or coverage answer group number you want for coverage points.

    Each coverage point can be an extension, hunt group, coverage answer group, remote number, or attendant.

  6. Click Enter to save your changes.
    Tip:

    If you want to see which extensions or groups use a specific coverage path, type display coverage sender group n, where n is the coverage path number. For example, you should determine which extensions use a coverage path before you make any changes to it.