Avaya Communication Manager Administrator's Manual page 210

Handling Incoming Calls
Related topics
For more information on redirecting calls, see
page 213.
For information on setting the Caller Response Interval before a call goes to coverage, see
"Caller Response Interval" in the Call Coverage section of Feature Description and
Implementation for Avaya Communication Manager, 555-245-205.
Creating coverage paths
This section explains how to administer various types of call coverage. In general, call coverage
refers to what happens to incoming calls. You can administer paths to cover all incoming calls,
or define paths for certain types of calls, such as calls to busy telephones. You can define where
incoming calls go if they are not answered and in what order they reroute to other locations. For
example, you can define coverage to ring the called telephone, then move to a receptionist if
the call is not answered, and finally access a voice mailbox if the receptionist is not available.
With call coverage, the system redirects a call to alternate answering extensions when no one
answers at the first extension. An extension can have up to 6 alternate answering points. The
system checks each extension in sequence until the call connects. This sequence of alternate
extensions is called a coverage path.
The system redirects calls based on certain criteria. For example, you can have a call redirect to
coverage without ever ringing on the principal set, or after a certain number of rings, or when
one or all call appearances (lines) are busy. You can set coverage differently for internal (inside)
and external (outside) calls, and you can define coverage individually for different criteria. For
example, you can decide that external calls to busy telephones can use the same coverage as
internal calls to telephones with Do Not Disturb active.
Note:
If a call with a coverage path is redirected to a coverage point that is not
Note:
available, the call proceeds to the next coverage point regardless of the type of
coverage administered in the point that was unavailable. For example, if the
unavailable coverage point has a hunt group coverage path administered, the
hunt group coverage path would not be used by a call coming into the hunt group
through the higher-level coverage path. The hunt group coverage path would be
used only for calls coming directly into the hunt group extension.
Instructions
To create a coverage path:
1. Type add coverage path next. Press Enter.
The system displays the
210 Administrator Guide for Avaya Communication Manager
Covering calls redirected to an off-site location
Coverage Path screen.
on