Active

Redirects calls to coverage immediately when the called extension is active on at least one call appearance. For a telephone with only one appearance or a single-line extension, assign the Busy criterion instead of the Active criterion.

Busy

Redirects calls to coverage when all available call appearances at the called extension are in use.

The system redirects an incoming call, other than a priority call, to coverage only when all call appearances are in use.

A TEG is considered busy if any telephone in the group is active on a call.

Each telephone in a UCD group or a DDC group must be active on at least one call appearance for the system to redirect a call to coverage. If any telephone in the group is idle, the system directs the call to the idle telephone. If no telephone is available, the call can queue, if queuing is provided. If queuing is not provided, the system routes the call to coverage. If the queue is full or all agents are in an AuxWork mode, the system routes the call to coverage. Queued calls remain in the queue for the specified interval.

A call does not cover to a hunt group if no agents are logged in, or if all agents are in AuxWork mode.

Don’t Answer

Redirects calls to coverage if the calls are unanswered during a specified interval. A call rings for the specified number of seconds, and then the system redirects the call to coverage.

Cover All Calls

Redirects all incoming calls to coverage. This criterion has precedence over any other previously assigned criterion.

Send All Calls/Go to Cover

Users can activate Send All Calls or Go to Cover as overriding coverage criteria. You must assign this redirection criteria before a user can activate Send All Calls or Go to Cover.

No Coverage

Occurs when no coverage criteria are assigned. The system redirects calls to coverage only when the call extension activates Send All Calls, or the caller activate Go to Cover.

You can combine Active/Don’t Answer and Busy/Don’t Answer coverage criteria. Other combinations are either impossible or ineffective.

You assign redirection criteria separately for internal and external calls. You can link coverage paths so that you can assign Busy Don’t Answer for internal calls, and Active for external calls. Similarly, you can assign Busy/Don’t Answer for external calls, and No Coverage for internal calls. When you assign No Coverage for internal calls, internal calls remain directed to the called telephone or the called group.

All calls that are extended by the attendant are treated as external.