Avaya Communication Manager Administrator's Manual page 1427

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
Communication Manager.
Considerations
•
Incoming tie-trunk calls can be administered as either internal or external and are redirected to
Call Coverage accordingly.
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.
Administrator's Guide for Avaya Communication Manager
November 2003
Feature Reference
Call coverage
1427