Adding coverage paths

Last Updated : Sep 18, 2026 |
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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.
  1. On the Configuration Server web portal, go to AdministrationCoverageCoverage Paths.
  2. At the top-right corner of the Coverage Paths page, click the Add icon.
    STEP RESULT:
    Configuration Server displays the coverage path configuration fields.
  3. On the Coverage Paths page, in the Name field, type the coverage path name.
    ADDITIONAL INFORMATION:
    You can type a maximum of 35 Unicode characters.
  4. In the Ring Cycles field, enter the number of rings before the call is redirected to the first coverage point.
  5. 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.
  6. 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.
  7. Click the corresponding Ring Cycles drop-down list for each coverage point to set the number of ring cycles after which the call is redirected to the next coverage point.
  8. To add another coverage point, click ADD NEW.
    ADDITIONAL INFORMATION:
    You can add up to six coverage points.
  9. At the top-right corner of the screen, click Commit.
    STEP RESULT:
    Configuration Server saves the coverage path configuration and redirects you to the Coverage Paths page.