Avaya Communication Manager Administrator's Manual page 1422

Feature Reference
Call coverage
•
Send Term
Send Term is the Send All Calls equivalent for TEG. Since a TEG cannot be in a coverage path,
Send Term applies only to a directly called TEG.
Conditions that override Call Coverage
Call Coverage provides redirection of calls from the called principal or group to alternate answering
positions when certain criteria are met. Certain provisions allow calls to direct to and/or be answered by
the principal even though the redirection or overriding criteria are met. These provisions are:
•
If no answering positions are available in the Coverage Path, the call rings the called phone, if
possible; otherwise, the calling party receives busy tone. This applies even if the Cover All Calls
redirection criterion or the Send All Calls overriding criterion is active.
•
If a call is redirected to a coverage point that is not 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.
•
Calls directed to a UCD or DDC group are queued, if queuing is available, when no group
members are available to answer the call. The call remains in queue for the Don't Answer Interval
before routing according to the coverage path. If no points on the path are available, the call
remains in queue. The worst case is when group queuing and the coverage points both are
unavailable. In this case, the caller receives busy tone or ringback, depending on the type of trunk
carrying the call.
•
If the redirection criterion is Active or Cover All Calls, a called principal can receive a redirection
notification signal (a short burst of ringing) when the call routes to coverage. (Redirection
Notification is optional on a per-phone basis.) Note that in the Active, Cover All Calls, and Don't
Answer cases, the principal could answer the call. Busy means no call appearances are available
to answer the call. Redirected calls maintain an appearance on the called phone, if possible. The
call appearance status lamp flashes to indicate an incoming call before the call redirects. When the
call does redirect, the status lamp continues to flash (when redirecting to AUDIX, the lamp goes
out). The user can answer the call by pressing the call appearance button. If the call has already
been answered by a covering user, the principal may bridge onto the call. This provision is called
Simulated Bridged Appearance. If a covering user answers the call, the status lamp on the
principal's phone lights steadily.
•
A phone user can use Directed Call Pickup to pick up a principal's call or a call alerting at a
coverage point. Directed Call Pickup allows a phone user to answer an alerting call from any
station on Avaya Communication Manager. That is, the alerting and answering stations do not
need to be members of the same Call Pickup group. You enable and disable Directed Call Pickup
on a system-wide base. However, permission to use the feature can be allowed or disallowed
based on COR.
•
Priority Calling, Dial Intercom, and Automatic Intercom Calls always route directly to the
principal's phone until the calling party activates Go to Cover. These calls take precedence over
the redirection criteria and can seize the call appearance normally reserved for outgoing calls, if
no other call appearances are available.
An internal calling party is informed that a call is redirecting to coverage by a single, short burst of
ringing, called a Call Coverage tone. This tone is followed by an optional period of silence, called a
Caller Response Interval (administered on the System-Parameters Call Coverage/Call Forwarding
screen). This interval allows the calling party time to decide what to do: hang up or activate Leave Word
Calling, Automatic Callback, or Go to Cover. Activating Go to Cover cancels the remaining interval.
1422 Administrator's Guide for Avaya Communication Manager
November 2003