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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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Handling incoming calls 117 Setting up basic call coverage 7 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 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 118 Setting up basic call coverage 7 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.
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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 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 121 Setting up advanced call coverage 7 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.
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 122 Setting up advanced call coverage 7 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: ____
DEFINITY ECS Release 8.2 Administrator’s Guide 555-233-506 Issue 1 April 2000 Handling incoming calls 125 Setting up advanced call coverage 7 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: ____