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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

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    							DEFINITY ECS Release 8.2
    Administrator’s Guide  555-233-506  Issue 1
    April 2000
    Features and technical reference 
    1207 Call Coverage 
    20
    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:
    nIf 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.
    nSimilarly, 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.
    nIf 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.
    nA 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 the DEFINITY ECS. 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.
    nPriority 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. 
    						
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    Features and technical reference 
    1208 Call Coverage 
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    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.
    Covering-user options
    For specific Call Coverage needs, the following options are available to phone 
    users:
    nConsult
    Allows the covering user, by first pressing the Transfer button and then the 
    Consult button, to call the principal (called party) for private consultation. 
    These two actions place the caller on hold and establish a connection 
    between the principal and the covering user. If the principal wishes, the 
    covering user can complete the conference and add the calling party to the 
    conversation. Similarly, the call can be transferred to the principal. Consult 
    calls use the Simulated Bridged Appearance maintained on the call, if there 
    is one. If not, the Consult call seizes any idle call appearance. If there is no 
    idle call appearance, the Consult call is denied.
    nCoverage Callback
    Allows a covering user, by pressing the Cover Callback button, to leave a 
    message for the principal to call the calling party. Coverage Callback uses 
    Implied Principal Addressing to infer both extensions so that the covering 
    user does not have to dial either the principal’s or the caller’s number. The 
    caller must be an internal caller. The principal receives no indication that 
    the covering user handled the call.
    Alternatively, if the covering user presses the Leave Word Calling 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 phones in the group ring 
    simultaneously. Anyone in the group can answer the call. Note that a 
    bridged appearance of a coverage answer group member does not ring 
    when calls cover to the group. 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  
    						
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    Features and technical reference 
    1209 Call Coverage 
    20
    calls for the other group. A second call directed to a Coverage Answer 
    Group lights a Coverage Incoming Call Identification (ICI) lamp, if 
    administered.
    nCoverage Incoming Call Identification
    A Coverage ICI button can be assigned to multiappearance phone users 
    without a display in a Coverage Answer Group.
    The Coverage ICI status lamp identifies a call incoming to that Coverage 
    Answer Group. If a Coverage Answer Group is assigned to more than one 
    Call Coverage path, the path number 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, 
    you must establish a unique path for each principal and a unique Coverage 
    Answer Group to be 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.
    Time-of-Day Coverage
    The Time-of-Day Coverage Table allows you to redirect calls to different 
    lead-coverage paths at different times of the day and on different days of the week.
    For example, an employee may want incoming calls to cover to a co-worker 
    (office) during normal business hours, to cover to an off-net destination (home) in 
    the early evening, and to cover to AUDIX at all other times. By specifying the 
    appropriate lead-coverage paths in the Time-of-Day Coverage Table, the 
    employee can have the call redirection flexibility shown in the following table. (If 
    you were actually administering a Time-of-Day Coverage Table, you would 
    provide the lead-coverage path numbers that redirect the calls to the employee’s 
    office, to their home, and to AUDIX.
    Day of the 
    WeekTime 1 
    Directed ToTime 2 
    Directed ToTime 3 
    Directed ToTime 4 
    Directed To
    Monday 00:00 
    CovPath3 
    (AUDIX)08:00 
    CovPath1 
    (Office)17:30 
    CovPath2 
    (Home)20:00 
    CovPath3 
    (AUDIX)
    Tuesday 00:00 
    CovPath3 
    (AUDIX)08:00 
    CovPath1 
    (Office)17:30 
    CovPath2 
    (Home)20:00 
    CovPath3 
    (AUDIX)
    Wednesday 00:00 
    CovPath3 
    (AUDIX)08:00 
    CovPath1 
    (Office)17:30 
    CovPath2 
    (Home)20:00 
    CovPath3 
    (AUDIX) 
    						
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    Features and technical reference 
    1210 Call Coverage 
    20
    Time is represented in 24-hour format and activation times are ascending from the 
    earliest to the latest. There are no gaps in the activation times; the entire day is 
    covered. If you do not assign a lead-coverage path to a specific time interval, there 
    is no coverage from that time until the next activation time with an assigned 
    lead-coverage path.
    When a call arrives at a principal, the system queries for the lead coverage path in 
    effect at that time and uses that information to determine call redirection. If call 
    coverage is changed via administration while the call is in progress, the 
    administration changes do not affect that call.
    Off-Net Call Coverage
    Call Coverage allows a call to be redirected to a destination on the public network. 
    The remote (off-net) number is administered on the Remote Call Coverage Table 
    screen and may have up to 16 digits including either the outgoing trunk access 
    code (TAC) or the feature access code (FAC) specifying ARS or AAR. Any 
    coverage point can be an off-net destination.
    Whenever an incoming trunk call is redirected off-net (coverage or forwarded), a 
    timer is set that precludes any other incoming trunk call from redirecting off-net 
    until the timer either expires or is cancelled. The rationale for this mechanism is to 
    prevent calls that were redirected off-net from being re-routed back to the original 
    principal from the off-net destination, effectively creating a round-robin loop that 
    continuously seizes trunks until they are exhausted.Thursday 00:00 
    CovPath3 
    (AUDIX)08:00 
    CovPath1 
    (Office)17:30 
    CovPath2 
    (Home)20:00 
    CovPath3 
    (AUDIX)
    Friday 00:00 
    CovPath3 
    (AUDIX)08:00 
    CovPath1 
    (Office)17:30 
    CovPath2 
    (Home)
    Saturday 00:00 
    CovPath3 
    (AUDIX)
    Sunday 00:00 
    CovPath3 
    (AUDIX)
    Day of the 
    WeekTime 1 
    Directed ToTime 2 
    Directed ToTime 3 
    Directed ToTime 4 
    Directed To 
    						
    							DEFINITY ECS Release 8.2
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    Features and technical reference 
    1211 Call Coverage 
    20
    DEFINITY ECS provides the means of performing call classification on an 
    off-net coverage call to determine its disposition. If the off-net call is carried 
    completely over ISDN facilities to its final destination, then ISDN trunk signaling 
    is used to monitor the call. Otherwise, the system uses a call classifier port.
    When the DEFINITY ECS tries to classify an off-net coverage call (CCRON) 
    using a call classifier port, the system introduces an unavoidable cut-through 
    delay while the call classifier port attempts to identify an answered call. Neither 
    the originating nor the answering party can hear each other during this delay of up 
    to 1 second. A call classifier is attached to all off-net coverage calls made over 
    analog facilities and also over ISDN facilities if the call is interworked to 
    non-ISDN facilities on the public network.
    When the Coverage of Calls Redirected Off-Net Enabled field on the 
    System-Parameters Coverage-Forwarding screen is 
    y:
    nThe system monitors off-net calls (call classification) and brings them back 
    to the switch if they are not answered within the defined time interval. (Set 
    this interval in the Off-Net Cvg Subsequent Redirection/CFWD No Ans 
    Interval field on the System-Parameters Coverage-Forwarding screen.) 
    Calls also return to the switch if the system detects a call progress tone, 
    such as busy or reorder. 
    nA simulated bridge appearance (SBA) is put on the principal and the green 
    lamp is put in flashing mode; the principal can pick up the call at any time. 
    You have the option of dispensing with call classification (and 
    consequently the SBA) on a final CCRON coverage point.
    nWhen a call classifier port is used to classify the call, the switch plays local 
    ringback tone to the caller while the off-net call is being classified, 
    concealing from the caller what is happening on the public network. When 
    the call is answered off-net, it is likely that the first few syllables spoken by 
    the answering party will not be heard by the calling party.
    nIf any party on the call is on HOLD when the call routes off net, the call 
    classifier is removed from the call. The call behaves in the same manner as 
    off-net calls when the Coverage of Calls Redirected Off-Net field is 
    n.
    nWhile an off-net call is undergoing call classification, any party who is not 
    already on the call will be unable to bridge onto the call. Also, the 
    originating party cannot release the call, conference anyone else onto the 
    call, or transfer the call to a new party. Once the call is answered off-net or 
    the call is returned to the switch for further call processing, then these 
    restrictions are removed. 
    nIf the last point in a coverage path is an off-net destination and no trunks 
    are available to route the call, the switch attempts to re-terminate the call to 
    the principal. 
    						
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    nDEFINITY ECS has no control over any redirection of the call that may 
    take place at an off-net destination. However, further coverage treatment 
    will be provided if the Off-Net Cvg Subsequent Redirection/CFWD No 
    Ans Interval field expires before the call is answered off-net.
    If the Coverage of Calls Redirected Off-Net field is not activated, the system does 
    not monitor off-net calls and bring them back for additional call-coverage 
    processing. In this case, once a call is directed to the remote call-coverage point, 
    the principal is dropped from the call. Effectively, the off-net coverage point is the 
    last coverage point in the coverage path.
    VDN in a Call Coverage path
    Assigning a VDN extension as the last point in a Call Coverage path allows the 
    functionality of Call Vectoring to be applied to a coverage point. The 
    programmable vector associated with the VDN effectively can provide great 
    flexibility in call handling. The integration of the Call Vectoring and Call 
    Coverage features can drive powerful AUDIX and Message Server applications.
    For example, you can program the vector assigned to the VDN in the coverage 
    path to queue a redirected call to a messaging split for call answer operation and to 
    allow the caller to leave a message for the called principal. The same VDN also 
    can be used to retrieve messages. The vector program may also be varied by time 
    of day or split status to provide different types of coverage.
    When a redirected call covers to a VDN, the principal’s simulated bridged 
    appearance is removed when vector processing begins.
    When covered or direct calls are connected to AUDIX or a messaging split via call 
    vectoring, the original reason for redirection and the called principal must be 
    passed to the adjunct over the Switch Communication Interface (SCI) link.
    Use of a VDN as a coverage point provides integration to Centralized Messaging. 
    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 DEFINITY ECS Call 
    Vectoring/EAS Guide or DEFINITY BCS and Guestworks Call Vectoring Guide 
    for more information. 
    						
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    Features and technical reference 
    1213 Call Coverage 
    20
    Extended User Administration of 
    Redirected Calls
    The Extended User Administration of Redirected Calls feature (also called 
    telecommuting access) allows system users to change their lead-coverage path (or 
    time of day table) or their call-forwarding designated destination from any on-site 
    or off-site location. Refer to ‘‘
    Extended User Administration of Redirected Calls’’ 
    on page 1327 for more information.
    Measurements and reports
    Three reports provide measurement information about Call Coverage:
    nThe Coverage Path Measurement Report  describes coverage activity as it 
    relates to the coverage paths.
    nThe Principal Coverage Measurement Report  describes coverage activity 
    as it relates to the principal extensions.
    nThe Call Detail Recording (CDR)  shows the outgoing trunk calls.
    For each report, a selection form lists the specific coverage paths or principal 
    extensions to be measured. For more detailed information on these reports and 
    their associated commands, refer to DEFINITY ECS Reports.
    Considerations
    nIncoming tie-trunk calls can be administered as either internal or external 
    and are redirected to Call Coverage accordingly.
    Guidelines and examples of Call Coverage
    Call Coverage is an extremely flexible feature and allows several combinations of 
    coverage points. To illustrate the usefulness of Call Coverage, three typical 
    coverage arrangements are given below.
    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.
    Redirection of a principal’s calls to a secretary is a typical example of this 
    form of coverage. The secretary would be informed of the principal’s daily 
    schedule and other useful information such as the importance of certain 
    calls. The secretary could provide personalized answering by answering 
    calls with the principal’s name. 
    						
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    If the secretary is unavailable to answer the coverage call for the principal, 
    the call redirects to a backup answering position. Personalized answering 
    should also be provided at the backup position.
    nMiddle Manager Coverage
    Provides a group of principals with call 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. 
    Coverage calls may be distributed among the members of the answering 
    group.
    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  
    						
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    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
    nAgent 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.
    nAnswer Detection
    Coverage of Calls Redirected Off-Net competes with Answer Detection for 
    call classifier ports.
    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 coverage unless the caller 
    presses the Go to Cover button.
    nBridged Call Appearance
    Coverage criteria for bridged call appearances are based entirely on the 
    criteria of the primary extension associated with the bridged call 
    appearance.
    If a phone user has activated Send All Calls on the primary extension, 
    incoming calls still ring bridged call appearances of that extension as long 
    as a simulated bridged appearance of the call is maintained at the primary 
    extension.
    The switch blocks a user from bridging onto a call that has routed off-net 
    while the call is undergoing call classification. 
    						
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    nCall Detail Recording
    When the Coverage of Calls Redirected Off-Net field is y, a CDR record is 
    generated only after the call has actually been answered off-net. The dialed 
    number in the record is the off-net number to which the call covers. The 
    calling number is the station that is covered to the off-net location.
    nCall Forwarding
    Call Forwarding provides a temporary override of the redirection criteria. 
    Normally, calls forward instead of redirecting to coverage. When a 
    forwarding extension’s redirection criteria are met at the designated 
    (forwarded-to) extension, the call redirects to the forwarding extension’s 
    coverage path.
    The system allows calls forwarded off-net to be tracked for busy or 
    no-answer conditions and to return for further call-coverage processing 
    under those conditions. However, if the principal does not have a coverage 
    path, the system does not track the call and it is left at the off-net 
    destination regardless of whether it is answered or busy.
    If an extension has both Send All Calls and Call Forwarding activated, 
    most calls to that extension are immediately redirected to coverage. 
    However, Priority Calls, are forwarded to the designated forwarding 
    destination.
    If Cover All Calls is part of the coverage redirection criteria and if Call 
    Forwarding is active at an extension, most calls to that extension are 
    immediately redirected to coverage. However, Priority Calls, are forwarded 
    to the designated forwarding destination.
    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 member of a Call Pickup 
    group can be answered by other members of the group.
    nCall Prompting
    Coverage of Calls Redirected Off-Net competes with the Call Prompting 
    feature for call classifier ports.
    nCallVisor ASAI
    Coverage of Calls Redirected Off-Net competes with CallVisor for call 
    classifier ports.
    nCentralized Attendant Service
    If an incoming CAS call is directed to a hunt group, the call is not 
    redirected to the hunt group’s coverage path. 
    						
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