Agent Call Handling

Do not assign Cover All Calls to agents who have the Automatic Answer option enabled. Any Automatic Call Distribution (ACD) or any non-ACD call to an extension on which Automatic Answer is enabled, and for which the coverage redirection criteria is administered as Cover All Calls, does not go to coverage. Instead, the call goes to the called extension. Cover All Calls redirection criteria do not affect incoming calls when a user is in the Auto-Answer mode.

Answer Detection

Coverage of Calls Redirected Off-Net (CCRON) competes with Answer Detection for call classifier ports.

Automatic Callback and Ringback Queuing

The system does not redirect callback calls to coverage. The caller can activate Automatic Callback when the user hears a ringing, redirection notification signal or a busy signal.

Automatic Intercom, Dial Intercom, and Priority Calling

The system does not redirect calls that use these features to coverage, unless the caller presses the Go to Cover button.

Attendant Vectoring and Tenant Partitioning

If a covered call does not route to an attendant in the first tenant group, you can route it to an attendant group of a different tenant partition. For example, you can reroute a call to Tenant Group B if the call is to cover to an attendant for Tenant Partition A but does not route to the attendant or is received out of hours when Attendant Group A is unstaffed.

To reroute the covered calls to another tenant attendant group, tenant attendant group B in this example,

1. In the vector for the tenant A attendant vectoring VDN, add a failure branch to a route-to ldn_number with cov y if unconditionally step for the LDN extension for the tenant group B.

2. The With coverage parameter of the route-to step must be set to cov y because the calls are covered otherwise it will not route to the VDN. Also the original coverage path, which covers to the tenant A attendant vectoring VDN, must have the Cvg Enabled for VDN Route-to party? field set to y.

Bridged Call Appearance

Coverage criteria for bridged call appearances are based entirely on the criteria of the primary extension that is associated with the bridged call appearance.

If a telephone user activates Send All Calls on the primary extension, incoming calls still ring bridged call appearances of that extension, as long as a simulated bridged appearance of the call is maintained at the primary extension.

While an off-network call is undergoing call classification, the system blocks a user from bridging onto the call.

Call Detail Recording (CDR)

When the Coverage of Calls Redirected Off-Net field (CCRON) is enabled, the system generates a CDR record only after the call is answered off the network. The dialed number in the record is the off-network number to which the call covers. The calling number is the station that is covered to the off-network destination.

Call Forwarding

Call Forwarding temporarily overrides the redirection criteria. When the redirection criteria are met at the forwarded-to extension, the system redirects the call to the coverage path of the forwarding extension.

The system supports calls that are forwarded off the network to be tracked for busy or no-answer conditions, and to return for further call-coverage processing under those conditions. However, if the called extension does not have a coverage path, the system does not track the call and the call is left at the off-network destination, regardless of whether the call is answered or busy.

For calls redirected to QSIG networks, if coverage after forwarding is disabled, the QSIG redirection takes precedence over the CCRON capability. However, if coverage after forwarding is enabled, CCRON takes precedence, enabling the call to be tracked back to the network to follow the coverage path.

If both Send All Calls and Call Forwarding are active, the system immediately redirects most calls to that extension to coverage. However, the system forwards priority calls to the designated forwarding destination.

If Cover All Calls is part of the coverage redirection criteria, and if Call Forwarding is active at an extension, the system immediately directs most calls to that extension to coverage. However, the system forwards priority calls to the designated forwarding destination.

In a call coverage criteria, if station A calls station B, station B has call coverage path assign to station C, and station C has Call forwarding enabled, call coverage in such scenario is unsuccessful.

Activation of Send All Calls at the forwarded-to extension does not affect calls that are forwarded to that extension.

Call Pickup

Any call that the system directs to a covering user who is a member of a call pickup group can be answered by other members of the group.

Call Prompting

Coverage of Calls Redirected Off-Net (CCRON) competes with the Call Prompting feature for call classifier ports.

CallVisor ASAI

Coverage of Calls Redirected Off-Net (CCRON) competes with CallVisor for call classifier ports.

Centralized Attendant Service (CAS)

If an incoming CAS call is directed to a hunt group, the call is not redirected to the coverage path of the hunt group.

Class of Restriction (COR) and Controlled Restrictions

Users who might usually be restricted from receiving calls can receive calls that the system directs to them from the Call Coverage feature.

Conference

The system blocks users from conferencing another party onto a call that was routed off the network while the call is undergoing call classification. If any party on the call is on hold, the system routes the call off the network, but the system does not attempt to classify the call. The system routes the call off the network, even when the Coverage of Calls Redirected Off-Net field (CCRON) is enabled.

A call that covers to a vector directory number (VDN) cannot be added to a conference while the call is in vector processing.

Consult

If the covering party is talking to the principal after the covering party presses the Consult button, the covering party can use the Toggle Swap button to toggle back and forth between the caller and the principal.

Direct Department Calling (DDC), Uniform Call Distribution (UCD), and Automatic Call Distribution (ACD)

If a user with an Auxiliary Work button activates or deactivates Send All Calls, the Auxiliary Work function that is associated with the DDC feature or the UCD feature is activated or deactivated simultaneously.

If a user has no Auxiliary Work button, activating or deactivating Send All Calls makes the user unavailable or available, respectively, for DDC and UCD calls, but Auxiliary Work is not activated or deactivated. The user can use a Feature Access Code (FAC) to activate or deactivate Auxiliary Work mode.

Activating or deactivating the Auxiliary Work function does not activate or deactivate Send All Calls.

Direct Outward Dialing (DOD)

Coverage of Calls Redirected Off-Net (CCRON) competes with DOD for call classifier ports when DOD uses MFC signaling. The Call Classifier - Detector port provides the MFC tones. Non-MFC DOD calls do not need the Call Classifier - Detector port for this purpose, because Non-MFC DOD calls do not need MFC tones.

Global Call Classification

To classify tones in countries that do not use the USA tone plan, time cadences and frequencies must be administered so that time cadences and frequencies can be downloaded to the G4xx Media Gateway.

Hold

If a covering user puts a call on hold, and the called user picks up on the call, the coverage appearance might be dropped, depending on administration.

If any party is on hold when the system routes a coverage call off the network, that call does not undergo call classification. In this case, the call does not undergo call classification, even when the Coverage of Calls Redirected Off-Net (CCRON) field is enabled on your system.

Internal Automatic Answer (IAA)

If call coverage redirection criteria redirects an internal call to another telephone, that call is eligible for IAA at that telephone.

IAA does not apply to calls to the original called extension when the:

• User at the called extension has Do Not Disturb, Send All Calls, or Cover All Calls active

• Calling user selects Go To Cover before the user places the call

  Calls that are directed to a Coverage Answering Group cannot use IAA.

ISDN End-to-End Calls

When ISDN facilities carry an off-network coverage call end-to-end, call classification is accomplished through the ISDN protocol, rather than by a call classifier port.

Leave Word Calling (LWC)

Call Coverage can be used with or without LWC. However, the two features complement each other. When a covering user activates LWC during a coverage call, a message is left for the called user to call the covering user. When a covering user activates Coverage Callback during a coverage call, a message is left for the called user to call the internal caller.

Tenant Partitioning

The Tenant Partitioning feature might not block coverage calls across tenant partitions.