Multiple coverage paths

Last Updated : Oct 30, 2012 |

The system can select from multiple coverage paths that you define for a single destination. However, the system uses only one coverage path per call. The system first considers Coverage Path 1, the lead coverage path, when the system directs a call to coverage.

When the system redirects a call to coverage, the system checks the lead coverage path to determine whether the coverage redirection criteria of the path match the call status. If the criteria match, the system uses the lead coverage path. If the redirection criteria of the lead coverage path does not match, the system moves in sequence from point to point in the coverage path to find a coverage path with redirection criteria that matches the call status. If the system does not find a match, the call remains at the called extension. Once the system selects a coverage path, that path is used throughout the duration of the call.

Call Coverage supports the following capabilities:

Call Coverage

The system reroutes incoming calls to alternate telephone numbers when the called party is unavailable to answer calls.

Call Coverage Off Network

You can administer and use an external number in a coverage path. The system can monitor the call to determine whether the external number is busy or does not answer. If necessary, the system can redirect a call to coverage points that follow the external number.

Call Coverage Time of Day

You can administer the redirection of calls to different lead coverage paths based on the day of the week and the time of day.

Call Coverage Changeable Coverage Paths

Users can use a Feature Access Code (FAC) to modify coverage points.

Consult

Users can answer a coverage call, and then communicate with the called user without the caller hearing the conversation.