ATT DEFINITY Communications System Generic 3 Instructions Manual

							Call Coverage
Issue  3   March 1996
3-317
so the covering user d oes not have to dial either the principal’s or the 
calling party’s number.  The calling party must be an internal caller.  The 
principal receives no indication that the covering user handled the call.
Alternatively, if the covering user presses the LWC button, a ‘‘call me’’ 
message is left for the principal. The  principal calls the covering user to 
get the message. This method is used when an external call is received or 
when an internal caller wants to leave a message but is not available for a 
return call.
nCoverage Answer Group
A Coverage Answer Group can have up to eight members. When a call is 
redirected to a Coverage Answer Group, all voice terminals in the group 
ring simultaneously.  Anyone in the group can answer the call.  A 
Coverage Answer Group member already handling a group call is rung 
when another call is redirected to that Coverage Answer Group. If a 
Coverage Answer Group member is also a member of another Coverage 
Answer Group, he or she can also receive calls for the other group. A 
second call directed to a Coverage Answer Group lights a Coverage 
Incoming Call Identification (ICI) lamp.
nCoverage ICI
A Coverage ICI button c an be assigned to multiappearance voice terminal 
users without a display in a Coverage Answer Group.
The Coverage ICI status lamp simply identifies a call incoming to that 
Coverage Answer Group.  If a Coverage Answer Group is assigned to 
more than one Call Coverage p ath, the p ath numb er cannot be identified.  
Likewise, if a given path is assigned to more than one principal, the 
individual principals cannot be identified.  To provide unique path and 
principal identification, the System Manager must establish a unique path 
for each principal and a unique Coverage Answer Group to b e included in 
the path. A second coverage call takes control of the Coverage ICI lamp 
and does not return control to the previous call when the second call is 
released.
What Happens When a Call Goes to Coverage
When a call meets the redirection criteria of the principal, the call attempts to 
route to one of up to three p oints in the coverage path, b eginning with point one.  
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 
voice terminal 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 p rincipal or group, or to the previous point. A call 
remains at a coverage p oint for a time equal to the Don’t Answer Interval for 
Subsequent Redirection (1 to 99 ringing cycles). At the end of this time, 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 q ueued or continue ringing the 
current coverage point. 
						

							Feature Descriptions
3-318Issue  3   March 1996 
VDN in a Call Coverage Path
Allowing VDN extensions to b e the last p oint in a Call Coverage p ath p rovides the 
flexibility of Call Vectoring for access to a covering point.  This provides more 
flexibility when using Call Vectoring and the Call Coverage features which can 
then be used by AUDIX and Message Server  Coverage.
The vector assigned to the VDN in the coverage path can be programmed to 
queue a redirected call to a messaging sp lit for call answer o peration and to 
allow the caller to leave a message for the called principal. Vector controlled 
splits are used in coverage paths.  The same VDN can also be used to retrieve 
messages.  The vector program may also be varied by time of day or split status 
to provide different typ es of coverage.
When a redirected call covers to a VDN, the caller’s temporary brid ged 
appearance is removed at the time vector processing starts.  VDN override does 
not apply to calls that are redirected by the Call Coverage feature.
When covered or direct calls are connected to AUDIX or messaging split via call 
vectoring, the original reason for redirection and c alled principal must b e passed 
to the adjunct over the Switch Communication Interface (SCI) link.  Also the VDN 
number must be entered in the ‘‘Group Extension” field instead of the split 
extension number.
Use of a VDN as a coverage point functions with the Centralized Messaging 
feature.  That is, the Distributed Communications System (DCS) message sent to 
the remote switch with AUDIX includes the original reason for redirection and 
called principal.
An administration change is required to allow an extension that is assigned as a 
VDN to be entered as the last point in the coverage path. See 
DEFI NI TY 
Communications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) 
Guide, 
585-230-520, and DEFINITY Communications System Generic 3 Version 
4 Im plementation, 
555-230-655, or D EFI NITY  Com munications System Generic 3 
V2/ V3 Im p lem ent ati on
, 555-230-653, for more information.
Typical Call Coverage Arrangements
Call Coverage is an extremely flexible feature and allows various combinations of 
coverage points.  To illustrate the usefulness of Call Coverage, three typical 
coverage arrangements are given below as an example.
nExecutive Coverage
Provides a principal with call redirection to covering users having a close 
working relationship with the principal.  Because of the status of the 
principal, personalized answering should be provided.  Also, the principal 
may or may not choose to answer his or her own calls. 
						

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A typ ical examp le of this form of coverage is when a principal’s calls are 
redirected to a secretary.  The secretary would be informed of the 
principal’s daily schedule and other pertinent facts such as the 
importance of certain calls.  The se cretary could provide personalized 
answering by answering calls with the principal’s name.
If the secretary is unavailable to answer the coverage call for the p rincipal, 
the call redirects to a b ackup answering position.  Personalized answering 
should also be provided at the backup position.
nMiddle Manager Coverage
Provides a g roup of principals with c all redirection to one or more covering 
users (such as a secretary).  The secretary should have some knowledge 
of the principal’s daily schedule.  A backup answering position should be 
provided in case the secretary is unavailable.
nGeneral User Coverage
Provides less-personal coverage for a  broader spectrum of users. 
Covering users typically consist of a group or pooled answering 
arrangement.  With this type of arrangement, coverage calls may be 
distributed among the members of the answering group.
As an example of how to provide a p articular cover arrangement, the following 
provisions for the Executive Coverage arrangement are g iven.
nDetermine if the secretary and backup position have a call disp lay 
capability.
— If so, Coverage Answer Groups are not required.
— If not, esta blish a unique Coverage Answer Group for each one 
without a disp lay.  Specify only the applicable extension number.  
The Coverage Answer Group contains only one memb er. Establish 
two groups, if required. Note that if the secretary and/or the backup 
answering position are in a Coverage Answer Group, each receives 
only one redirected call for the executive at any g iven time. Calls d o 
ring a Coverage Answer Group member already busy on a call to 
the group. For frequently called executives, it is desirable that the 
secretary and possibly the backup answering position have a 
digital display capability.
nEstablish a unique Call Coverage Path for the executive.
— If the secretary screens the 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 Group(s) containing the secretary’s and backup position’s 
extension numbers] as the coverage points in the path. 
						

							Feature Descriptions
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nO ptionally, specify a Send All Calls button on the executive’s voice 
terminal. If someone else answers the executive’s calls, the button is not 
needed.
nSpecify a Send All Calls button and a Consult button on the secretary’s 
voice terminal.  Specify a Coverage ICI button if the se cretary does not 
have a call display capability.  Send All Calls is need e d 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 c all as a call to the executive rather than a personal 
call to the secretary.
nSpecify a Consult button and a Coverage ICI button on the backup 
position’s voice terminal for the same reasons these buttons were 
specified for the secretary.
Considerations
Call Coverage provides the means to redirect calls to alternate answering 
positions. The feature is versatile enough to permit suitable alternate answering 
arrangements for virtually every level of emp loyee. Special functions, such as 
Send All Calls and Consult, accommodate the day-to-day variations that occur in 
an employee’s work schedule. Call Coverage was designed on the premise that 
incoming calls are intended for the called p arty, b ut suitable alternatives must be 
available if the called party cannot, or does not wish to, answer his or her own 
calls.
The system allows for hundreds of Coverage Answer groups (See Ap pendix A, 
System Parameters)  with  u p to  eight voice terminals in each group.
Incoming tie trunk calls can b e administered as either internal or external and are 
redirected to Call Coverage accordingly.
Interactions
The following features interact with the Call Coverage feature.
nAdministration Without Hardware
Stations administered without hardware translation interact with call 
coverage feature as if all their call a p pearances are busy. A disassociated 
station can have call coverage active for the following call coverage 
groups:
ncoverage answer groups
nhunt groups
nintercom groups
npickup groups
nTerminating Extension  Groups (TEGs) 
						

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nAgent Call Handling
Cover All Calls should not be assigned 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 has no effect on an incoming 
call when a user is in the Auto-In mo de.
nAttendant Display and Voice Terminal Display
These features provide call identification for the covering user.
nAutomatic 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.
nAutomatic Intercom, Dial Intercom, and Priority Calling
Calls using these features are not redirected to c overage unless the c aller 
presses the Go to Cover button.
nBridged Call Appearance
Coverage criteria for brid ged call appearances is based entirely on the 
criteria of the primary extension associated with the bridged call 
appearance.
If a voice terminal user has activate d Send All Calls on its primary 
extension, incoming calls still ring brid ged call appearances of that 
extension as long as a Temp orary Bridged Appearance of the call is 
maintained at the p rimary extension.
nCall Forwarding 
Call Forwarding provides a temporary override of the redirection criteria. 
Normally, calls forward instead of redirecting to coverage. When a 
forward ing extension numb er’s redirection criteria are met at the 
designated (forwarded-to) extension number, the call redirects to the 
forward ing extension’s coverage path. However, when the forwarded call 
goes to coverage, a Temporary Bridged Ap pearance remains at the 
forwarded-to voice terminal until the call is answered and released.
If Cover All Calls is part of the coverage redirection criteria and if Call 
Forwarding is active at a voice terminal, incoming Priority Calling calls 
forward  to the  designated extension number.
The Redirection Notification Signal applies to both Call Coverage and Call 
Forwarding.
If an extension has both Send All Calls and Call Forward ing activate d, 
calls to that extension that can immediately be redirected to coverage are 
redirected. However, other calls, such as priority calls, are forward to the 
designated extension. 
						

							Feature Descriptions
3-322Issue  3   March 1996 
Activation of Send All Calls at the forwarded-to extension does not affect 
calls forwarded to that extension.
nCall Pickup
Any call redirected to a covering user who is a memb er of a Call Pickup 
group can be answered by other members of the Call Pickup Group.
nCentralized Attendant Service (CAS) 
If an incoming CAS call is d irected to a hunt group, the call is not 
redirected to the hunt group’s coverage path.
nClass of Restriction (COR) and Controlled Restrictions
Users who may normally be restricted from receiving calls can  still receive 
calls directed to them via Call Coverage.
nDirect Department Calling (DDC), Uniform Call Distribution (UCD), and 
Automatic Call Distribution (ACD)
If a user has an Auxiliary Work button, and activates or deactivates Send 
All Calls, the Auxiliary Work function associated with DDC or UCD is 
activated or deactivated simultaneously.
If a user has no Auxiliary Work button, activating or deactivating Send All 
Calls still makes the user available or unavailable for DDC, UCD, and ACD 
calls, but Auxiliary Work is not a ctivate d or d eactivated. The Auxiliary Work 
activate or deactivate c o de and the DDC, UCD, and ACD extension must 
be dialed to activate the Auxiliary Work function.
Activating or d eactivating the Auxiliary Work function does not activate or 
deactivate Send All Calls.
nHold
If a covering user puts a call on hold, and the principal picks up on the 
call, the coverage appearance may or may not be dropped, depending 
on administration.
nInternal Automatic Answer (IAA)
If an internal call is redirected to another voice terminal by a Call 
Coverage redirection criteria, then that call is eligible for IAA at that voice 
terminal.
IAA does not a pply to calls to the original called extension when:
— The called voice terminal has ‘‘Do Not Disturb’’ activate d
— The called voice terminal has activate d Send All Calls
— The called voice terminal has selected Cover All Calls
— The c alling voice terminal has selected Go To Cover b efore placing 
the call
Calls directed to a Coverage Answering Group are not elig i ble for IAA. 
						

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nLeave Word Caling (LWC) 
Call Coverage can be used with or without Leave Word Calling (LWC). 
However, the two features complement each other. When a covering user 
activates LWC during a coverage call, a message is left for the principal to 
call the covering user. When a c overing user activates Coverage Callback 
during a coverage call, a message is left for the principal to call the 
internal caller.
nNight Service — Night Station Service
A call routed to the Direct Inward Dialed (DID) Listed Directory Number 
(LDN) night extension via Night Station Service does not go to coverage, 
even if the coverage criteria of the DID LDN night extension is met.
Calls routed to the attendant via Call Coverage or Call Forwarding do not 
route to the DID LDN night extension.
nTemporary Bridged Appearance
Calls redirected to coverage maintain an appearance on the called voice 
terminal if a call appearance is available to handle the call. The called 
party can bridge onto the call at any time. The system can be 
administered to allow a temporary bridged appearance of the call to either 
remain at or be removed from the covering voice terminal after the 
principal bridges onto the call.
Consult calls use the Temporary Brid ged Appearance maintained on the 
call.  At the conclusion of a consult call, the bridged appearance is no 
longer maintained.  If the principal chooses not to talk with the calling 
party, the principal cannot bridge onto the call later.
If a call has or has had a Temporary Bridged Ap pearance, is conferenced 
or transferred, and redirects to coverage again, a Temporary Bridged 
Appearance is not maintained at the conferenced-to or transferred-to 
extension.
nTenant Partitioning
The caller and called party must be a ble to access coverage point. The 
caller is considered to be the “covering” user and the called party is 
considered to be the “covered” user. Both parties must be able to access 
the coverage point.
nTransfer
The Transfer feature interacts with Call Coverage as listed in Table 3-19. 
						

							Feature Descriptions
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NOTE:
Transferred DID calls follow the external coverage criteria since they are 
external calls (trunks).
Administration
Call Coverage is administered by the System Manager.  The following items 
require administration:
nCoverage Paths
The same coverage p ath can be used for as many voice terminal users as 
desired.
nCover Answer Groups
nDon’t Answer Interval and Coverage Subsequent Redirection No Answer 
Interval
The Don’t Answer Interval specifies the number of ringing cycles heard at 
the principal’s terminal before the call is redirected to the first coverage 
point. This  interval  is recommended to be two rings, b ut can be 
administered from 1 to 99 rings. All principals with the same coverage 
path are assigned the same Don’t Answer Interval.
The Don’t Answer Interval for Subsequent Re direction specifies the 
number of rings at a covering terminal before the call attempts to redirect 
to the next coverage point. This interval is recommended to be two rings, 
but can be administered from 1 to 99 rings. This interval is administered 
as a system parameter.
Table 3-19. Transfer and Coverage Interactions
Source Transfer Initiator Destination Coverage Type
ExternalLocal Station
Local Station
Remote Station
Remote Station
Attendant
AttendantLocal Station
Remote Station
Local Station
Remote Station
Local Station
Remote StationExternal
External
Internal
Internal
External
External
InternalLocal Station
Local Station
Remote Station
Remote Station
Attendant
AttendantLocal Station
Remote Station
Local Station
Remote Station
Local Station
Remote StationInternal
Internal
Internal
Internal
External
External 
						

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nCaller Response Interval
This interval can be from 0 to 10 se conds.  If 0 is administered, the Caller 
Resp onse Interval d oes not a p ply.
nRedirection Notification Signal
This signal is administered on a per-terminal basis. If administered, the 
signal also applies to forward ed calls.  With Call Coverage, the signal 
indicates to the caller that the call is b eing redirected to coverage 
because of the Active or Cover All Calls redirection criteria.
nFeature A c cess Codes for Activation and Deactivation of Send All Calls
nWhether incoming tie trunk calls are treated as internal or external calls
nWhether or not a temporary bridged appearance is maintained by the 
covering user after the p rincipal bridges onto the call. (“ Keep Held SBA at 
Coverage Point” field on ‘Feature-Related System Parameters Screen’ 
form.)
nButtons on Multi-Ap pearance Voice Terminals, as desired:
— Consult
— Coverage Callback
— Go to Cover
— Coverage ICI
— Send All Calls
Hardware and Software Requirements
No a d ditional hardware or software is required. 
						

							Feature Descriptions
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Call Detail Recording (CDR)
Feature Availability
This feature is available with all Generic 3 releases.
NOTE:
‘‘Call Detail Recording (CDR)’’ was previously called ‘‘Station Message 
Detail Recording (SMDR).’’
Description
Records d etailed call information on all incoming and outgoing calls on specified 
trunk groups and extensions administered for intraswitch recording and sends 
this information to a CDR outp ut device. The CDR output device provides a 
detailed printout that can be used by the System Manager to compute call costs, 
allocate charges, analyze calling patterns, detect unauthorized calls, and keep 
track of unnecessary calls. For additional information on CDR, see the 
Call Detail 
Acquisition & Processing Reference manual, 555-006-202.
Call d etail information is provided on trunk groups, loudspeaker paging, and 
code calling access administered for CDR. CDR provides detailed call 
information for the following types of calls:
NOTE:
Some call accounting systems do not support all the call information 
offered by CDR. See your sales representative for d etails.
nOutgoing Calls — Calls originated by a system voice terminal user or 
attendant going out on a trunk group.
nIncoming Calls — Calls incoming on a trunk group and terminating at a 
system voice terminal or attendant console.
nTandem Calls — Calls incoming on a trunk group and outgoing on another 
trunk group.
nIneffective Call Attempt — Calls originated by a system voice terminal 
user blocked because the user d id not have sufficient calling privileges or 
because all outgoing trunks were busy. This includes the unavailable 
incoming or outgoing trunks due to trunk usage allocation for ISDN 
Call-By-Call Service Selection trunks and incoming calls rejected by the 
switch due to NSF mismatch.
nCalls made using the Loudspeaker Paging Access and Code Calling 
Access features.
nCalls involving an auxiliary trunk.
nTemporary Signaling Connections (TSC) involving a trunk.