Administrator's Guide

Call coverage
Issue 5 October 2002 1545555-233-506
Use of a VDN as a coverage point provides integration to Centralized Messaging.
That is, the DCS message sent to the remote switch with AUDIX includes the
original reason for redirection and called principal.
An administration change is required to allow an extension that is assigned as a
VDN to be entered as the last point in the coverage path. See Avaya
MultiVantage™ Call Center Software Call Vectoring and Expert Agent Selection
(EAS) Guide for more information.
Extended User Administration of
Redirected Calls
The Extended User Administration of Redirected Calls feature (also called
telecommuting access) allows system users to change their lead-coverage path (or
time of day table) or their call-forwarding designated destination from any on-site
or off-site location. See ‘‘Extended user administration of redirected calls’’ on
page 1673 for more information.
Measurements and reports
Three reports provide measurement information about Call Coverage:
■ The Coverage Path Measurement Report describes coverage activity as it
relates to the coverage paths.
■ The Principal Coverage Measurement Report describes coverage activity
as it relates to the principal extensions.
■ The CDR shows the outgoing trunk calls.
For each report, a selection form lists the specific coverage paths or principal
extensions to be measured. For more detailed information on these reports and
their associated commands, see Reports for Avaya MultiVantage™ Software.
Considerations
■ Incoming tie-trunk calls can be administered as either internal or external
and are redirected to Call Coverage accordingly.