Call Coverage redirects calls from the called extension or the called group to alternate answering positions when certain criteria are met. Sometimes calls are sent back to the called extensions or the alternate destination, even though the redirection or overriding criteria are met.
The following list contains the conditions that cause the system to override Call Coverage.
If no answering positions are available in the overage path, the call rings at the called telephone, if possible. If the call cannot ring at the called telephone, the calling party receives busy tone. The calling party receives busy tone, even if the Cover All Calls redirection criterion or the Send All Calls overriding criterion is active.
If the system redirects a call to a coverage point that is unavailable, the call goes to the next coverage point. The call goes to the next coverage point, regardless of the type of coverage that is administered in the coverage point that is unavailable.
When UCD and DDC group members are unavailable to answer calls to the group, the calls go to a queue, if queuing is available. The call remains in the queue for the call response interval before the system routes the call according to the coverage path. If no points on the path are available, the call remains in the queue. When neither group queuing nor a coverage point is available, the caller receives a tone or ringback, depending on the type of trunk that carries the call.
If the redirection criterion is Active or Cover All Calls, a called extension can receive a redirection notification signal when the system routes the call to coverage. The redirection notification signal is a short burst of ringing. You can administer the redirection notification signal option for any extensions in your system.
Redirected calls maintain an appearance on the called telephone, if possible. The call appearance status lamp flashes to indicate an incoming call before the system attempts to redirect the call. When the system redirects the call, the status lamp continues to flash. If the system redirects the call to Communication Manager Messaging, the lamp goes out. If the call appearance is flashing, a user presses the call appearance button to answer the call. If a covering user answers the call, the called user can bridge onto the call. If a covering user answers the call, the status lamp on the telephone of the called user lights steadily.
Telephone users use Directed Call Pickup to answer calls that ring at another telephone or calls that alert at a coverage point. A call alerts when a call causes a call appearance on the telephone to flash. Using the Directed Call Pickup feature, a user can answer an alerting call from any telephone on the system.
The system routes the following types of calls to the telephone of the called user until the user activates Go to Cover:
Priority calls
Dial Intercom calls
Automatic Intercom calls
The system gives these calls precedence over the redirection criteria, and seizes the call appearance that is usually reserved for outgoing calls, if no other call appearances are available.
