Administrator's Guide

Call coverage
Issue 5 October 2002 1547555-233-506
2. If a Coverage Answer Group has been chosen as a coverage point, expect
the following behavior:
— Note that, if the secretary and/or backup answering position are in a
Coverage Answer Group, each receives only one redirected call for
the executive at any given time.
— Only one call may cover and ring at a time.
— Calls do ring a Coverage Answer Group member already busy on a
call to the group.
3. Optionally, specify a Send All Calls button on the executive’s phone. If
someone else answers the executive’s calls via bridging, the button is not
needed.
4. Specify a Send All Calls button and a Consult button on the secretary’s
phone. Specify a Coverage ICI button if the secretary does not have a call
display. Send All Calls is needed if the secretary is unavailable for a period
of time. Consult is needed to enable private consultation with the executive
during an established call. Coverage ICI is needed to identify the call as a
call to the executive rather than a personal call to the secretary.
5. Specify a Consult button and a Coverage ICI button on the backup
position’s phone for the same reasons that these buttons were specified for
the secretary.
Interactions
■ Agent Call Handling
Do not assign Cover All Calls to agents with the Automatic Answer option.
Any call (ACD or non-ACD), to an extension that has Automatic Answer
enabled and has its coverage redirection criteria administered as Cover All
Calls does not go to coverage but to the called extension. Cover All Calls
redirection criteria have no effect on an incoming call when a user is in the
Auto-Answer mode.
■ Answer Detection
Coverage of Calls Redirected Off-Net competes with Answer Detection for
call classifier ports.
■ Automatic Callback and Ringback Queuing
Callback calls do not redirect to coverage. The caller can activate
Automatic Callback when ringing, redirection notification signal, or busy
signal is heard.