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Feature Reference
Call coverage
1418 Administrator’s Guide for Avaya Communication Manager
November 2003
Detailed description
When a call meets the redirection criteria of the principal, the call attempts to route to one of up to 6
points in the coverage path. If no coverage points are available, the call may revert to the called principal
or group. If any point in the path is available, the call either rings the individual phone or member of a
group specified for that point or queues on the group. Once a call is ringing or queued at any point in a
coverage path, the call never reverts to the called principal or group, or to the previous point. A call
remains at a coverage point for the Coverage Subsequent Redirection interval. At the end of this interval,
the call attempts to route to any remaining points in the coverage path. If no other point is available to
accept the call, the call remains queued or continues ringing the current coverage point.
Call Classification
Classifying a call means determining the state of the call at its final destination. That means whether the
call was answered, received busy, reorder, intercept, special information tone (SIT), or other treatment.
Call classification is accomplished by the Integrated Services Digital Network (ISDN) protocol or ports
on the:
•
Tone Clock with Call Classifier - Tone Detector circuit pack
•
Call Classifier - Detector circuit pack
Coverage Path
A Call Coverage path is a list of up to six alternate answering positions (covering users/points) that are
accessed, in sequence, when the called party or group is not available to answer the call.
You can assign any of the following entities a coverage path so they are eligible to have calls redirected to
coverage:
•
ACD split
•
Agent LoginID
•
PCOL group
•
TEG
•
Hunt group
•
Phone (on-net or off-net)
You establish the coverage paths and set the redirection criteria. If a coverage path is not assigned to a
particular facility, calls are not redirected from that facility, unless another feature is assigned. A coverage
path can include any of the following:
•
Announcement
•
Attendant group
•
AUDIX
•
Coverage answer group
•
Hunt group
•
Public network number (off-net)
•
VDN
•
Phone (on-net or off-net)