Coverage Feature

Description

Interaction of Individual and Group Coverage

Group Coverage can be used alone or with Primary and/or Secondary Individual Coverage. When both Individual Coverage and Group Coverage are used, the interactions between them follow this principle: If possible, a caller should always get personal attention from someone with a Cover button for the sender--going first to an Individual Coverage receiver, then to a multiline telephone with a Group Cover button. In these cases, the receiver can answer with either the name of the individual or the name of the group being covered. Only when these types of receivers are unavailable or not programmed does the call go to another, more impersonal type of Group Coverage--either the QCC queue or a Calling Group (including a voice messaging system Calling Group).

A call to a sender that is also ringing on Primary Cover, Secondary Cover, and/or Group Cover buttons rings until answered (or the caller hangs up). When the call is answered, the ringing and flashing green LED are removed from all other telephones providing coverage for the sender. When a Calling Group is programmed as the receiver for a coverage group, however, the ringing and flashing green LED are removed from the sender's telephone as the call leaves the Calling Group queue and is sent to an available Calling Group member. (A call on a Personal Line button on the sender's telephone is an exception. The ringing and flashing green LED remain on that button until answered, either by the sender or by a receiver.)

The duration of the ringback heard by an outside caller is shorter than the actual ring heard at a 4400-Series, MLX, ETR, or MLS telephone. An outside caller, therefore, hears one or two rings and may also hear the number of rings programmed for the Coverage Delay Interval plus the number of rings programmed for the Delay Ring Interval. For example, if the Coverage Delay Interval is programmed for one ring and the Delay Ring interval is programmed for two rings, an outside caller hears four rings before the call begins ringing at receivers' telephones. If both intervals are set to their maximum values, the caller can hear up to two additional rings.

A call goes to Group Coverage depending on the following conditions:

A sender is considered unavailable (his or her telephone does not ring) under the following conditions:

A receiver is considered unavailable (his or her telephone does not ring) under the following conditions:

If a call is sent to Group Coverage and no receiver is available, the system continues trying to send the call every five seconds until a Group Coverage receiver becomes available. This repeated attempt to send the call is called retry timing. The 5-second retry timing interval cannot be changed.

Calls arriving at one system cannot be covered by extensions or Calling Groups on a remote system (Hybrid/PBX mode only).

The Group Coverage Call Delivery Rules Table shows when a call goes to Group Coverage receivers. The rules for sending calls to Group Coverage apply after the calls first go to any available Individual Coverage receivers (as described in See Ringing on Individual Coverage table.

 

See the Individual (Primary and Secondary) and Group Coverage Ringing Patterns for examples of LED and ringing patterns. See Group Coverage Only or All Individual Coverage Receivers for what happens when both individual coverage (Primary and Secondary) and Group Coverage are programmed for an individual sender.

 

Group Coverage Call Delivery Rules

Receiver Type

Sender Status

Primary Coverage Receiver Status

Secondary Coverage Receiver Status

Sent to Group Coverage after

Group Cover button(s) only, or Group Cover button(s) and QCC queue

Available

 

Available

Available

GCD + PRD

Unavailable or
unassigned

GCD + PRD

Unavailable or
unassigned

Available

GCD + PRD

Unavailable or
unassigned

Immediate

Unavailable

Available

Available

GCD + PRD

Unavailable or
unassigned

GCD + PRD

Unavailable or
unassigned

Available

GCD + PRD

Unavailable or
unassigned

Immediate

QCC Queue only

 

 

 

 

 

Available

 

Available

Available

GCD + PRD

Unavailable or
unassigned

GCD + PRD

Unavailable or
unassigned

Available

GCD + PRD

Unavailable or
unassigned

GCD

Unavailable

Available

Available

GCD + PRD

Unavailable or unassigned

GCD + PRD

Unavailable or
unassigned

Available

GCD + PRD

Unavailable or
unassigned

Immediate

Calling Group only

 

 

 

 

Available

 

Available

Available

GCD + PRD

Unavailable or
unassigned

GCD + PRD

Unavailable or
unassigned

Available

GCD + PRD

Unavailable or
unassigned

GCD

Unavailable

Available

Available

GCD + PRD

Unavailable or
unassigned

GCD + PRD

Unavailable or
unassigned

Available

GCD + PRD

Unavailable or
unassigned

Immediate

Where:

  GCD = Group Coverage Ring Delay
  PRD = Primary Cover Ring Delay


Group Coverage Only or All Individual Coverage Receivers Unavailable


Individual (Primary and Secondary) and Group Coverage Ringing Patterns


Topics
  Description
 
  Individual Coverage
Group Coverage
Selective Coverage
Eligibility for Coverage
Interaction of Individual and Group Coverage
Cover to Voice Mail with Escape to System Operator
Cover to System Operator Before Voice Mail
Primary Coverage
  Delayed Auto Attendant Coverage
Phantom Calling Groups
  Phantom Extensions
Cover to Personal Secretary Before Voice Mail
  At a Glance
  Considerations and Constraints
  Telephone Differences
Feature Interactions