Lucent Technologies DEFINITY Enterprise Communications Server Release 8.2 Instructions Manual

							DEFINITY ECS Release 8.2
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
1217 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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Administrator’s Guide  555-233-506  Issue 1.1
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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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Administrator’s Guide  555-233-506  Issue 1.1
June 2000
Features and technical reference 
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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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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
Administrator’s Guide  555-233-506  Issue 1.1
June 2000
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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.  
						

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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.
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 for more information. 
						

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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 1337 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. 
						

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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 
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.