Adding coverage paths

Last Updated : Oct 20, 2023 |

About this task

Add a coverage path for redirecting calls when the agent is logged out or does not answer the call. You can configure up to six coverage points for each coverage path. You can drag and drop the coverage points to change their order in a coverage path.

Procedure

  1. On the Configuration Server web portal, go to Administration > Coverage > Coverage Paths.
  2. At the top-right corner of the Coverage Paths page, click the Add icon.

    Configuration Server displays the coverage path configuration fields.

  3. On the Coverage Paths page, in the Name field, type the coverage path name.

    You can type a maximum of 35 Unicode characters.

  4. In the Coverage Point drop-down list, select one of the following coverage point types:

    • Voice Mail: To configure call redirection to a voicemail server.

    • Remote Coverage: To configure call redirection to a remote extension.

    • Station Coverage: To configure call redirection to an endpoint.

    • Coverage Answer Group: To configure call redirection to a coverage answer group.

  5. For each coverage point type, configure one of the following parameters:

    • For a voicemail coverage point, click Server and select a voicemail server from the pane on the right.

    • For a remote coverage point, in the Remote Number field, type the external phone number.

    • For a station coverage point, click Station and select an extension from the pane on the right.

    • For a coverage answer group coverage point, click CAG and select a coverage answer group from the pane on the right.

  6. In the Ring Cycles drop-down list, select the number of rings before the contact center redirects the call to the next coverage point.
  7. To add another coverage point, click ADD NEW.

    You can add up to six coverage points.

  8. At the top-right corner of the screen, click Commit.

    Configuration Server saves the coverage path configuration and redirects you to the Coverage Paths page.