Detailed description of Call Coverage

Last Updated : Oct 30, 2012 |
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Use Call Coverage to:
  • Reroute incoming calls to alternate telephone numbers when the called party is unavailable to answer calls
  • Establish the order in which calls are redirected to alternate destinations
  • Establish up to six alternate destinations for an incoming call
  • Establish redirection criteria that govern when the system redirects a call
  • Establish multiple coverage paths that the system can select from based on redirection criteria
  • Redirect calls based on the time of day
  • Redirect calls to a local telephone number or to a telephone number in the public network
  • Allow users to change their lead coverage path from both onsite and off-site locations
When a call meets the redirection criteria for a called telephone number, the system attempts to route the call sequentially to one of the points in a coverage path. Users can have a maximum of six points in the coverage path. If no coverage points are available, the call might revert to the original called number. If any point in the path is available, the call either rings at the individual telephone, an available member of a coverage group, or queues to the coverage group. Once a call is ringing or queued at any point in a coverage path, the call neither reverts to the original number, nor to the previous coverage point.
A call continues to ring at a coverage point for the interval that is administered for Coverage Subsequent Redirection. At the end of this interval, the system attempts to route the call to any points that remain in the coverage path. If no other point is available to accept the call, the call remains queued, or continues to ring at the current coverage point.