Avaya Communication Manager Administrator's Manual page 1428

Feature Reference
Call coverage
Following is an example of how to provide an Executive Coverage arrangement.
1
Establish a unique Call Coverage Path for the executive.
— If the secretary screens calls, specify Cover All Calls as the redirection criteria.
— If the executive answers calls, specify Active, Busy, Don't Answer, Active/Don't Answer,
or Busy/Don't Answer as desired.
— Specify the secretary and the backup position (or the Coverage Answer Groups containing
the secretary's and backup position's extensions) as the coverage points in the path.
2
If a Coverage Answer Group has been chosen as a coverage point, expect the following behavior:
— Note that, if the secretary and/or backup answering position are in a Coverage Answer
Group, each receives only one redirected call for the executive at any given time.
— Only one call may cover and ring at a time.
— Calls do ring a Coverage Answer Group member already busy on a call to the group.
3
Optionally, specify a Send All Calls button on the executive's phone. If someone else answers the
executive's calls via bridging, the button is not needed.
4
Specify a Send All Calls button and a Consult button on the secretary's phone. Specify a
Coverage ICI button if the secretary does not have a call display. Send All Calls is needed if the
secretary is unavailable for a period of time. Consult is needed to enable private consultation with
the executive during an established call. Coverage ICI is needed to identify the call as a call to the
executive rather than a personal call to the secretary.
5
Specify a Consult button and a Coverage ICI button on the backup position's phone for the same
reasons that these buttons were specified for the secretary.
Interactions
•
Agent Call Handling
Do not assign Cover All Calls to agents with the Automatic Answer option. Any call (ACD or
non-ACD), to an extension that has Automatic Answer enabled and has its coverage redirection
criteria administered as Cover All Calls does not go to coverage but to the called extension. Cover
All Calls redirection criteria have no effect on an incoming call when a user is in the Auto-Answer
mode.
•
Answer Detection
Coverage of Calls Redirected Off-Net competes with Answer Detection for call classifier ports.
•
Automatic Callback and Ringback Queuing
Callback calls do not redirect to coverage. The caller can activate Automatic Callback when
ringing, redirection notification signal, or busy signal is heard.
•
Automatic Intercom, Dial Intercom, and Priority Calling
Calls using these features are not redirected to coverage unless the caller presses the Go to Cover
button.
1428 Administrator's Guide for Avaya Communication Manager
November 2003