Avaya Communication Manager Administrator's Manual page 164

Handling Incoming Calls
Setting up Basic Call Coverage
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 phones. 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 phone, 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 phones can use the same coverage as internal calls to phones with Do Not Disturb
active.
NOTE:
If a call with a coverage path 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.
164 Administrator's Guide for Avaya Communication Manager
November 2003