Call Coverage

Call coverage allows a user to be alerted when another user has an unanswered call.

The user being covered does not necessarily have to be a key and lamp user or have any programmed appearance buttons. Their Individual Coverage Time setting (default 10 seconds) sets how long calls will alert at their extension before also alerting on call coverage buttons set to that user.

The user doing the covering must have appearance buttons including a call coverage appearance button programmed to the covered users name.

Call coverage appearance buttons are not supported between users on different systems in a multi-site network.

 

In this example, the covering user is able to answer their colleagues call when it rings unanswered. Both users have Ringing Line Preference and Auto Hold on.

 

Example 1

Covered User

Covering User

Both Phones Idle Our user has a call coverage button to cover their colleague.
Call to Covered User A call arrives for the covered user.
Call Alerts to Coverage After ringing for the covered user’s Individual Coverage Time, the call also begins alerting on the call coverage button .
Covering User Answers By going off hook or pressing the alerting button, the covering user has answered the call.

 

 

Example 2

In this example, the covered user has calls on all their available call appearances. Both users have Ringing Line Preference and Auto Hold on.

Covered User

Covering User

Calls in Progress The covered user already has a number of calls in progress on all their call appearance keys.
Call Alerts to Coverage The covered user is treated as busy, so their next call goes immediately to call coverage.
Covering User Answers The covering user has answered the call.

 

How is Call Coverage Treated?

Whose user settings control the call ?

Until answered, calls alerting on a call coverage button follow the settings of the user to which the call was originally directed.

Once answered, the call follows the user settings of the user who answered it.

Coverage is applied to :

  • Internal calls dialed to the covered user’s extension number.

  • External calls routed to the covered user by a incoming call route.

  • Calls forwarded internally by the covered user or on follow me from the covered user.

Coverage is not applied to :

  • Hunt group calls to a hunt group of which the covered user is a member.

  • Calls forwarded to the covered user using forward or follow me functions.

  • Calls alerting on the covered user’s bridged appearance and call coverage buttons.

  • Coverage is only applied to calls alerting on a line appearance if the call was also routed to that user by an incoming call route.

  • Page and intercom calls.

  • Parked, transferred and held calls ringing back to the user.

  • Automatic callback calls set by the covered user.

  • Voicemail ringback calls.

  • Call coverage appearance buttons are not supported between users on different systems in a multi-site network.

Coverage is applied :

  • If the covered user’s phone is available, call coverage is applied only after the covered user’s Individual Coverage Time has expired.

  • If the covered user’s phone is busy, call coverage is applied immediately.

  • If the covered user is using follow me or forward all to an internal number to divert their calls, call coverage is still applied.

  • If the covered user has ‘do not disturb’ on, call coverage is applied immediately except for calls from numbers in the covered user’s do not disturb exceptions list.

Other items :

If the call is not answered after the covered user’s No Answer Time it will go to the covered user’s voicemail if available or follow their forward on no answer settings.

If the covered user has several alerting calls, the call answered by the call coverage button is the covered user’s longest ringing call.

Calls will not alert at a covering user who has ‘do not disturb’ enabled, except when the calling number is in the covering user’s do not disturb exception list.

Call Coverage Button Indication

On phones with a text display area next to the button, the name of the covered user is displayed followed by the word Cover.

When the user is not connected to a call, the button indicated as selected is the button that will be used if the user goes off hook without pressing an appearance button. When a user is connected to a call, that call is the selected button.

The following table shows how the different states of call coverage appearance buttons (alerting, held, etc) are indicated. This is a general table, not all phone button types are covered. The ring that accompanies the visual indication can be delayed or switched off. See Ring Delay.

Icon Button Dual LED Button Call Coverage Button State

Red off,

Green off.

Idle The button is not in use.

Flashing icon.

Red off,

Green steady flash.

Alerting The call coverage is alerting for an unanswered call at the covered user’s phone. This is accompanied by ringing. If the user is already on a call, only a single ring is given.

Flashing icon.

Red on,

Green steady flash.

Alerting + Selected As above but Ringing Line Preference has made this the user’s current selected button.

Red on,

Green on.

In Use Here The user has answered the call requiring coverage.

Red off,

Green fast flash.

On Hold Here The covered call has been put on hold by the call coverage button user.

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