Feature Descriptions; Covering Calls - AT&T MERLIN LEGEND Release 3.1 System Manager's Manual

Features

Feature Descriptions

This section provides more detail about certain groups of related features, so
that you can gain additional insight when it is necessary to match features with
changing business needs. Here, the focus is on the differences among your
choices, and not all system features are described. In addition, features that
affect security receive special attention. The Feature Reference includes
complete information about all the features, including their interactions, modes
of operation, and the ways that features work on different system equipment.

Covering Calls

The system provides numerous methods for covering calls, allowing one or
more users to handle incoming calls for others. In many systems, operators
direct calls to groups and individuals. In others, automated attendants perform
all or most of this function. When a person is not available, voice mail is often
used, and the system allows voice mail too. There are also a number of ways
that two or more people can work together to personally handle one another's
calls, and that is primarily what we describe here.
There are several factors you should keep in mind when you plan for covering
calls:
How heavy is the call volume of the people involved? Will the covering
person(s) be able to handle the volume, and will there be a backup
alternative when they can't?
When will calls be covered? Will they be covered all of the time, some of
the time, or only when the covered person doesn't answer immediately?
Are programmed line buttons required for the method you've chosen? Do
the phones at the extensions have these buttons available for
programming?
Is a voice mail system providing coverage? Do users need programmed
buttons to turn this coverage on and off?
The system includes a group of capabilities called coverage features , which are
described below under the section entitled "Coverage." However, there are
several other features that also help people cover calls for one another, and
these are described first.
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Features and Applications