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Lucent Technologies DEFINITY Enterprise Communication Server Release 8.2 Administrators Guide
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.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1208 Call Coverage 20 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
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 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)
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 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 Administrator’s Guide 555-233-506 Issue 1 April 2000 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.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1212 Call Coverage 20 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.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 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.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1214 Call Coverage 20 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
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1215 Call Coverage 20 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.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Features and technical reference 1216 Call Coverage 20 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.