Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide

							Handling incoming calls 
117 Setting up basic call coverage 
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DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
April 2000
7
Handling incoming calls
Setting up basic call coverage
This chapter shows you how to set up call coverage for incoming calls to be sure 
that incoming calls are answered when the called party is not available.
Basic incoming call coverage:
nprovides for automatic redirection of calls to alternate destinations when 
the called party is not available or not accepting calls
nprovides the order in which DEFINITY ECS redirects calls to alternate 
phones or terminals
nestablishes up to 6 alternate termination points for an incoming call
nestablishes redirection criteria that govern when a call redirects
nredirects calls to a local telephone number (extension) or an off-switch 
telephone number (public network)
Call coverage allows an incoming call to redirect from its original destination to 
an extension, hunt group, attendant group, uniform call distribution (UCD) group, 
direct department calling (DDC) group, automatic call distribution (ACD) split, 
coverage answer group, AUDIX, or vector for a station not accepting calls. 
						

							DEFINITY ECS Release 8.2
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118 Setting up basic call coverage 
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Administering system-wide call coverage 
characteristics
This section shows you how to set up system-wide call coverage characteristics 
that govern how coverage is handled.
Instructions
The System-Parameters Call Coverage / Call Forwarding screen sets up the global 
parameters which direct the switch on how to act in certain situations.
1. Leave all default settings as they are set for your system.
2. If you desire to customize your system, carefully read and understand each 
field description before you make any changes. 
Refer to ‘‘
System Parameters Call Coverage / Call Forwarding’’ on page 
911 for more information.
Related topics
Refer to ‘‘
Covering calls redirected to an off-site location’’ on page 121 for more 
information on redirecting calls.
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. 
						

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1
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Handling incoming calls 
119 Setting up basic call coverage 
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Instructions
To create a coverage path:
1. Type 
add coverage path next and press RETURN.
The Coverage Path
 screen appears. The system displays the next undefined 
coverage path in the sequence of coverage paths. Our example shows 
coverage path number 2.
2. Type a coverage path number in the Next Path field.
The next path is optional. It is the coverage path to which calls are 
redirected if the current path’s coverage criteria does not match the call 
status. If the next path’s criteria matches the call status, it is used to redirect 
the call; no other path is searched.
3. Fill in the Coverage Criteria fields.
You can see that the default sets identical criteria for inside and outside 
calls. The system sets coverage to take place from a busy phone, if there is 
no answer after a certain number of rings, or if the DND (do not disturb), 
SAC (send all calls), or Go to Cover button are pressed or feature-access 
codes are dialed.
4. Fill in the Point fields with the extensions, hunt group number, or coverage 
answer group number you want for coverage points.
Each coverage point can be an extension, hunt group, coverage answer 
group, remote number, or attendant.
COVERAGE PATH
                     Coverage Path Number: 2
Hunt After Coverage: n
                         Next Path Number: ___    Linkage: ___  ___
  COVERAGE CRITERIA
      Station/Group Status  Inside Call  Outside Call
               Active?  n  n
                 Busy?  y  y
         Don’t Answer?  y  y Number of Rings: 3
                  All?  n  n
   DND/SAC/Goto Cover?  y  y
  COVERAGE POINTS
   Terminate to Coverage Pts. with Bridged Appearance? n
Point1: ____ Point2: ____ Point3: ____
Point4: ____ Point5: ____ Point6: ____ 
						

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5. Press ENTER to save your changes.
Tip:
If you want to see which extensions or groups use a specific coverage path, 
type 
display coverage sender group n, where n is the coverage path 
number. For example, you should determine which extensions use a coverage 
path before you make any changes to it.
Assigning a coverage path to users
Now assign the new coverage path to a user. For example, let’s assign this new 
coverage path to extension 2054.
NOTE:
A coverage path can be used for more than one extension.
Instructions
To assign a coverage path:
1. Type 
change station 2054 and press RETURN.
The Station
 screen for extension 2054 appears.
2. Type 
2 in the Coverage Path 1 field.
To give extension 2054 another coverage path, you can type a coverage 
path number in the Coverage Path 2 field.
3. Press 
ENTER to save your changes.
Related information
‘‘
Assigning coverage options’’ on page 291
STATION
Extension: 2054  Lock Messages? n       BCC: 0
Type: 7406D                         Security Code: ______   TN: 1
Port: _____ Coverage Path 1: 2__     COR: 1
    Name: __________________________  Coverage Path 2: ___     COS: 1
                                             Hunt-to-Station: ____
STATION OPTIONS
             Data Module? n                  Personalized Ringing Pattern: 1
        Display Module? n                              Message Lamp Ext: 
 
        MM Complex Data Ext: ____ 
						

							DEFINITY ECS Release 8.2
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121 Setting up advanced call coverage 
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Setting up advanced call coverage
Advanced incoming call coverage:
nredirects calls based on time-of-day
nallows coverage of calls that are redirected to sites not on the local switch
nallows users to change back and forth between two coverage choices (either 
specific lead coverage paths or time-of-day tables).
Covering calls redirected to an off-site 
location
You can provide coverage for calls that have been redirected to an off-site location 
(for example, your home). This capability, called Coverage of Calls Redirected 
Off-Net (CCRON) allows you to redirect calls onto the public network and bring 
back unanswered calls for further coverage processing.
Before you start
nOn the System Parameters Customer-Options screen, verify the Coverage 
of Calls Redirected Off-Net Enabled field is 
y. If not, contact your Lucent 
representative.
nYou need call classifier ports for all situations except ISDN end-to-end 
signaling, in which case the ISDN protocol does the call classification. For 
all other cases, use one of the following:
— Tone Clock with Call Classifier - Tone Detector circuit pack. Refer 
to DEFINITY ECS System Description for more information on the 
circuit pack.
— Call Classifier - Detector circuit pack.
Instructions
To provide coverage of calls redirected to an off-site location:
1. Type 
change system-parameters coverage-forwarding and press 
RETURN.
The System Parameters Call Coverage / Call Forwarding
 screen appears. 
						

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2. In the Coverage of Calls Redirected Off-Net Enabled field, type y.
This instructs the DEFINITY ECS to monitor the progress of an off-net 
coverage or off-net forwarded call and provide further coverage treatment 
for unanswered calls.
3. In the Activate Answer Detection (Preserves SBA) On Final CCRON Cvg 
Point field, leave the default as 
y.
4. In the Ignore Network Answer Supervision field, leave the default as 
n.
5. In the Immediate Redirection On Receipt Of PROGRESS Inband 
Information field, leave the default as 
n.
6. Press 
ENTER to save your changes.
Defining coverage for calls redirected to 
external numbers
You can administer the system to allow calls in coverage to redirect to off-net 
(external) or public-network numbers.
Standard remote coverage to an external number allows you to send a call to an 
external phone, but does not monitor the call once it leaves your system. 
Therefore, if the call is busy or not answered at the external number, the call 
cannot be pulled back to the system. With standard remote call coverage, make the 
external number the last coverage point in a path.
With newer systems, you may have the option to use the Coverage of Calls 
Redirected Off-Net feature. If this feature is active and you use an external 
number in a coverage path, the system can monitor the call to determine whether 
the external number is busy or does not answer. If necessary, the system can 
redirect a call to coverage points that follow the external number. With this 
feature, you can have a call follow a coverage path that starts at the user’s 
extension, redirects to the user’s home phone, and if not answered at home, returns 
to redirect to their voice mail box.
The call will not return to the system if the external number is the last point in the 
coverage path.
  SYSTEM PARAMETERS -- CALL COVERAGE / CALL FORWARDING
COVERAGE OF CALLS REDIRECTED OFF-NET (CCRON)
Coverage of Calls Redirected Off-Net Enabled? y
  Activate Answer Detection (Preserves SBA) On Final CCRON Cvg Point? y
Ignore Network Answer Supervision? n
Immediate Redirection On Receipt Of PROGRESS Inband Information? n 
						

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To use a remote phone number as a coverage point, you need to define the number 
in the Remote Call Coverage Table and then use the remote code in the coverage 
path.
Instructions
For example, to add an external number (303-538-1000) to coverage path 2:
1. Type 
change coverage remote and press RETURN.
The Remote Call Coverage Table
 appears.
2. Type 
93035381000 in one of the remote code fields.
If you use a digit to get outside of your network, you need to add the digit 
before the external number. In this example, the system requires a ‘9’ to 
place outside calls.
3. Be sure to record the remote code number you use for the external number.
In this example, the remote code is r01.
4. Press 
ENTER to save your changes.
5. Type 
change coverage path 2 and press RETURN.
The Coverage Path
 screen appears.
Tip:
Before making changes, you can use display coverage sender 
group 2
 to determine which extensions or groups use path 2.
                       REMOTE CALL COVERAGE TABLE
01: 93035381000_____      16: ________________      31: ________________        
02: ________________      17: ________________      32: ________________        
03: ________________      18: ________________      33: ________________        
04: ________________      19: ________________      34: ________________        
05: ________________      20: ________________      35: ________________        
06: ________________      21: ________________      36: ________________        
07: ________________      22: ________________      37: ________________        
08: ________________      23: ________________      38: ________________        
09: ________________      24: ________________      39: ________________        
10: ________________      25: ________________      40: ________________        
11: ________________      26: ________________      41: ________________        
12: ________________      27: ________________      42: ________________        
13: ________________      28: ________________      43: ________________        
14: ________________      29: ________________      44: ________________        
15:________________       30: ________________      45: ________________  
						

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6. Type r1 in a coverage Point field.
In this example, the coverage rings at extension 4101, then redirects to the 
external number. If you administer Coverage of Calls Redirected Off-Net 
and the external number is not answered or is busy, the call redirects to the 
next coverage point. In this example, the next point is Point 3 (h77 or hunt 
group 77).
If you do not have the Coverage of Calls Redirected Off-Net feature, the 
system cannot monitor the call once it leaves the network. The call ends at 
the remote coverage point.
7. Press 
ENTER to save your changes.
Related topics
Refer to ‘‘
Call Coverage’’ on page 1200 for more information on coverage.
Defining time-of-day coverage
The Time of Day Coverage Table on your system lets you redirect calls to 
coverage paths according to the time of day and day of the week when the call 
arrives. You need to define the coverage paths you want to use before you define 
the time of day coverage plan.
For example, let’s say you want to administer the system so that incoming calls to 
extension 2054 redirect to a coworker in the office from 8:00 a.m. to 5:30 p.m., 
and to a home office from 5:30 p.m. to 8:00 p.m. on weekdays. You want to 
redirect the calls to voice mail after 8:00 p.m. weekdays and on weekends.
 
COVERAGE PATH
                     Coverage Path Number: _
  Hunt After Coverage: y
                         Next Path Number: ___    Linkage: ___  ___
  COVERAGE CRITERIA
      Station/Group Status  Inside Call  Outside Call
               Active?  n  n
                 Busy?  y  y
         Don’t Answer?  y  y Number of Rings: 2
                  All?  n  n
   DND/SAC/Goto Cover?  y  y
  COVERAGE POINTS
   Terminate to Coverage Pts. with Bridged Appearance? n
Point1: 4101 Point2: r1__ Point3: h77_
Point4: ____ Point5: ____ Point6: ____ 
						

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Instructions
To set up a time-of-day coverage plan that redirects calls for our example above:
1. Type 
add coverage time-of-day next and press RETURN.
The Time of Day Coverage Table
 screen appears and the selects the next 
undefined table number in the sequence of time-of-day table numbers. If 
this is the first time-of-day coverage plan in your system, the table number 
is 1.
Record the table number so that you can assign it to extensions later.
2. To define your coverage plan, enter the time of day and path number for 
each day of the week and period of time.
Enter time in a 24-hour format from the earliest to the latest. For this 
example, assume that coverage path 1 goes to the coworker, path 2 to the 
home, and path 3 to voice mail.
Define your path for the full 24 hours (from 00:01 to 23:59) in a day. If you 
do not list a coverage path for a period of time, the system does not provide 
coverage for that time.
3. Press 
ENTER to save your changes.
Now assign the time-of-day coverage to a user. For example, we use extension 
2054:
1. Type 
change station 2054 and press RETURN.
The Station
 screen for extension 2054 appears.
TIME OF DAY COVERAGE TABLE 1__
Act CVG Act CVG Act CVG Act CVG Act CVG
Time PATH  Time PATH  Time PATH  Time PATH Time PATH
Sun 00:00 3___  __:__ ____   __:__ ____  __:__ ____  __:__ ____
Mon 00:00 3___  08:00 1    17:30 2  20:00 3  __:__ ____
Tue 00:00 3___  08:00 1    17:30 2  20:00 3  __:__ ____
Wed 00:00 3___  08:00 1    17:30 2  20:00 3  __:__ ____
Thu 00:00 3___  08:00 1    17:30 2  20:00 3  __:__ ____
Fri 00:00 3___  08:00 1    17:30 2  20:00 3  __:__ ____
Sat 00:00 3___  __:__ ____   __:__ ____  __:__ ____  __:__ ____ 
						

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2. Move your cursors to Coverage Path 1 and type t plus the number of the 
Time of Day Coverage Table.
3. Press 
ENTER to save your changes.
Now calls to extension 2054 redirect to coverage depending on the day and time 
that each call arrives.
Creating coverage answer groups
You can create a coverage answer group so that up to 8 phones simultaneously 
ring when calls cover to the group. Anyone in the answer group can answer the 
incoming call.
Instructions
To add a coverage answer group:
1. Type 
add coverage answer-group next and press RETURN.
The Coverage Answer Group
 screen appears.
 
                                          STATION
Extension: 2054  Lock Messages? n       BCC: 0
Type: 7406D                         Security Code: 4196__   TN: 1
Port: _____ Coverage Path 1: t1_     COR: 1
    Name: __________________________  Coverage Path 2: ___     COS: 1
                                             Hunt-to-Station: ____
STATION OPTIONS
             Data Module? n                  Personalized Ringing Pattern: 1
        Display Module? n                              Message Lamp Ext: 
 
        MM Complex Data Ext: ____