Administrator's Guide

Features and technical reference
555-233-5061546 Issue 5 October 2002
Guidelines and examples of Call Coverage
Call Coverage is an extremely flexible feature and allows several combinations of
coverage points. To illustrate the usefulness of Call Coverage, three typical
coverage arrangements are given below.
■ Executive Coverage
Provides a principal with call redirection to covering users having a close
working relationship with the principal. Because of the status of the
principal, personalized answering should be provided. Also, the principal
may or may not choose to answer his or her own calls.
Redirection of a principal’s calls to a secretary is a typical example of this
form of coverage. The secretary would be informed of the principal’s daily
schedule and other useful information such as the importance of certain
calls. The secretary could provide personalized answering by answering
calls with the principal’s name.
If the secretary is unavailable to answer the coverage call for the principal,
the call redirects to a backup answering position. Personalized answering
should also be provided at the backup position.
■ Middle Manager Coverage
Provides a group of principals with call redirection to one or more covering
users (such as a secretary). The secretary should have some knowledge of
the principal’s daily schedule. A backup answering position should be
provided in case the secretary is unavailable.
■ General User Coverage
Provides less-personal coverage for a broader spectrum of users. Covering
users typically consist of a group or pooled answering arrangement.
Coverage calls may be distributed among the members of the answering
group.
Following is an example of how to provide an Executive Coverage arrangement.
1. Establish a unique Call Coverage Path for the executive.
— If the secretary screens calls, specify Cover All Calls as the
redirection criteria.
— If the executive answers calls, specify Active, Busy, Don’t Answer,
Active/Don’t Answer, or Busy/Don’t Answer as desired.
— Specify the secretary and the backup position (or the Coverage
Answer Groups containing the secretary’s and backup position’s
extensions) as the coverage points in the path.