Avaya Communication Manager Administrator's Manual page 1420

Feature Reference
Call coverage
Call redirection criteria
Redirection criteria determine the conditions under which a call redirects from the principal (called)
extension to the first position in the coverage path. The criteria and conditions that apply are as follows:
•
Active
Redirects calls to coverage immediately when the principal is active on at least one call
appearance. For a phone with only one appearance or a single-line extension, assign the Busy
criterion (discussed below) instead of the Active criterion.
•
Busy
Redirects calls to coverage when all available call appearances at the principal extension are in
use. For multiappearance phones, one call appearance can be reserved for outgoing calls or
incoming priority calls (discussed later). The remaining assigned call appearances are available
for other incoming calls. An incoming call (other than a priority call) redirects to coverage only
when all of these unreserved call appearances are in use. If at least one unreserved call appearance
is idle at the principal extension, the call remains at that idle appearance.
A TEG is considered busy if any phone in the group is active on a call.
Each phone in a UCD or DDC group must be active on at least one call appearance for the call to
redirect to coverage. If any phone in the group is idle the call directs to that phone. If no phone is
available, the call can queue if queuing is provided. If queuing is not provided, then the call routes
to coverage. If the queue is full or all agents are in an auxiliary state, the group is considered busy
and the call routes to coverage. Queued calls remain in queue for the Don't Answer Interval.
A call will not cover to a hunt group if no agents are logged in, or if all agents are in AuxWork
mode.
•
Don't Answer
Redirects calls to coverage if unanswered during the assigned Don't Answer Interval. A call rings
for the Don't Answer Interval and then redirects to coverage.
•
Cover All Calls
Redirects all incoming calls to coverage. This criterion has precedence over any other criterion
previously assigned.
•
Send All Calls/Go to Cover
Allows users to activate Send All Calls or Go to Cover as an overriding coverage criteria. This
redirection criteria must be assigned before a user can activate Send All Calls or Go to Cover
(discussed later).
•
No Coverage
Occurs when none of the above criteria are assigned. Calls redirect to coverage only when the
principal has activated Send All Calls or the caller has activated Go to Cover. Both of these
overriding criteria are discussed later.
Redirection criteria can be assigned in combinations. For example, you can combine Active/Don't
Answer and Busy/Don't Answer. Other combinations are not possible or do not provide any useful
function. For example, Active/Busy does not accomplish anything. A busy phone is always active.
Redirection criteria are assigned separately for internal and external calls. By linking the coverage paths,
Busy/Don't Answer can be assigned for internal calls and Active can be assigned for external calls.
Similarly, Busy/Don't Answer can apply for external calls and No Coverage can apply for internal calls.
In the latter case, internal calls remain directed to the called phone or group.
All calls extended by the attendant are treated as external.
1420 Administrator's Guide for Avaya Communication Manager
November 2003