Using Avaya Telephone Features
The Call Coverage feature ensures that all calls are answered, automatically rerouting calls when a called party is not available. This involves the following three pieces of information:
- Principals (those parties who will have their calls redirected)
- Coverage Paths (where the calls will go to if not answered and how many times it will ring at each point)
- Redirection Criteria (which calls will be sent to coverage)
You can assign call coverage paths to any principal, which can be a phone, a hunt group, etc. with a maximum of three (3) points (extension numbers) and if the Principal is associated with voice mail, the voice mail must be the last point in the chain. Redirection criteria will be related to:
- Busy (B), the principal called is on the phone, the line is busy and calls are routed over the Coverage Path
- Don't Answer (D), the principal called does not answer the line and calls are routed over the Coverage Path
- Busy and Don't Answer (BD), both criteria are used to route calls.
- Regardless of Criteria specified, the calls will be routed only on the Principal's Coverage Path and can NEVER follow another line's path.
The Send All Calls feature will route all incoming calls immediately to the first answering point in the coverage. Covering users can have Send All Calls buttons (digital sets only) for their own calls, as well as for those of their principals. Covering users who also activate Send All Calls remove themselves from the coverage path.
The Consult feature enables users to override a principal's Send All Calls and then call the principal. A user with a digital can receive a call for the principal, then press the TRANSFER button, then the CONSULT button, which places the caller on HOLD and sends the principal a Priority Ring. When the principal answers, the user can have a private conversation, then has the option to press TRANSFER again to send the call to the principal.
Call Forwarding versus Call Coverage
CALL FORWARDING ALWAYS OVERRIDES CALL COVERAGE. (See also Send All Calls for further Info.)
- If any call forwarding is assigned to an extension that has coverage, calls to that extension are re-directed according to call forwarding.
- If a coverage point has call forwarding active, the point is removed from the coverage path.
On Single line phones: FLASH, RECALL, TAP, & R all indicate the same button. Any single line set without this button will have to use the Switchhook button instead.