A call coverage path is a list of one to six alternate answering positions. The system sequentially accesses the coverage points when the called party or the called group is unavailable to answer the call.
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 sixpoints in the coverage path. If no coverage points are available, the call might revert to the original called number.
You can assign a coverage path to any of the following entities:
An automatic call distribution (ACD) split
An agent login ID
A personal central office line (PCOL) group
A Terminating Extension Group (TEG)
A hunt group
A telephone that can be either on site or off site
You define the coverage paths and establish the redirection criteria. You can include any of the following entities as points in a coverage path:
