Administrator's Guide

Features and technical reference
555-233-5061536 Issue 5 October 2002
Call redirection criteria
Redirection criteria determine the conditions under which a call redirects from the
principal (called) extension to the first position in the coverage path. The criteria
and conditions that apply are as follows:
■ Active
Redirects calls to coverage immediately when the principal is active on at
least one call appearance. For a phone with only one appearance or a
single-line extension, assign the Busy criterion (discussed below) instead
of the Active criterion.
■ Busy
Redirects calls to coverage when all available call appearances at the
principal extension are in use. For multiappearance phones, one call
appearance can be reserved for outgoing calls or incoming priority calls
(discussed later). The remaining assigned call appearances are available for
other incoming calls. An incoming call (other than a priority call) redirects
to coverage only when all of these unreserved call appearances are in use.
If at least one unreserved call appearance is idle at the principal extension,
the call remains at that idle appearance.
A TEG is considered busy if any phone in the group is active on a call.
Each phone in a UCD or DDC group must be active on at least one call
appearance for the call to redirect to coverage. If any phone in the group is
idle the call directs to that phone. If no phone is available, the call can
queue if queuing is provided. If queuing is not provided, then the call
routes to coverage. If the queue is full or all agents are in an auxiliary state,
the group is considered busy and the call routes to coverage. Queued calls
remain in queue for the Don’t Answer Interval.
A call will not cover to a hunt group if no agents are logged in, or if all
agents are in AuxWork mode.
■ Don’t Answer
Redirects calls to coverage if unanswered during the assigned Don’t
Answer Interval. A call rings for the Don’t Answer Interval and then
redirects to coverage.
■ Cover All Calls
Redirects all incoming calls to coverage. This criterion has precedence
over any other criterion previously assigned.
■ Send All Calls/Go to Cover
Allows users to activate Send All Calls or Go to Cover as an overriding
coverage criteria. This redirection criteria must be assigned before a user
can activate Send All Calls or Go to Cover (discussed later).