Routing Core Server redirects an incoming call to a coverage path when an agent is on an active call, logged out, or does not answer the call. When you configure a coverage path, specify a voicemail server, a coverage answer group, a remote coverage extension, or an endpoint as a coverage point for redirecting calls. To forward calls to coverage when an agent or an endpoint is unavailable, assign the created coverage path to the agent or the endpoint. When configuring skills, you can specify the number of rings before the Routing Core Server redirects an incoming call to the coverage path.

When the contact center redirects a call to a voicemail server, and a caller leaves a voice message, the Message Waiting Indicator LED on the endpoint lights up. When an agent presses the Voice Mail button, the endpoint retrieves the voice message from the voicemail server. The LED turns off after the agent listens to all voice messages.

Before upgrading your contact center, ensure that you configure coverage points for all existing coverage paths.