Avaya IP Office Phone Systems

Avaya IP Office

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

User | Coverage

Call coverage allows calls ringing at one extension (the 'Sender') to also be presented and answered at other defined extensions (the 'Covering Extensions').  

Settings

• Covering Extension
  The number of the extension that will be receiving the calls from the selected extension.

• Covering User
  This is the user's account name associated with the covering extension.

To add a covering extension

1. Right-click within the Coverage window and select Add.

2. Choose from the list of extension/users.

3. Click OK.

Senders
Senders are extensions that share their alerting calls with other extensions, referred to as their covering extensions.

The only calls that are not shared are:

• Hunt Group calls that alert at the sender.

• Automatic Intercom calls.

• Calls that have been forwarded/diverted to the sender.

• Paging calls.

• Calls that are being covered for another station.

• Calls from one of their covering extensions.

Covering Extensions
When the sender's extension rings, the covering extensions also ring and show the call on a free call appearance button. The display indicates that the call is from the sender by showing the incomings call's name or number and the sender's name.

Covering Extensions can receive their own calls as well as calls for the Sender. A Covering Extension can receive a call when:

• Send All Calls/Do Not Disturb is not active.

• Forwarding/Divert is not active.

• They have an available Call Appearance button to accept the call.

Notes
To help covering extensions handle coverage calls efficiently it is suggested that the following buttons are programmed.

• Program additional Call Appearance buttons
  Covering extensions must have enough call appearance buttons for their own calls and for the extensions they are covering. By default each extension has three call appearance buttons. A suggested minimum extra is one less than the number of call appearance buttons on the sender's extension.

• Program a Voicemail Collect button for the Sender
  This will allow the covering extension to transfer a call directly to the sender's voicemail.

• Program an Automatic Intercom button for the Sender
  This allows the covering extension to place a voice announcement. If you do not wish to make voice announcement calls, use Dial Intercom instead.

• Program a Send All Calls button

• Program a Drop Button
  This helps in transferring calls.

Call Alerting Scenarios
Listed below are examples of how calls to the sender's extension are handled in specific scenarios.

• Sender and Covering Extensions available
  An incoming call alerts both the sender's and covering extension's on call appearance buttons. It alert the sender's extension for their set No Answer Time and then alerts the covering extension only until the call is answered or the caller hangs up.

• Sender available/Covering Extension not available
  An incoming call alerts the sender only. The call remains alerting until it is answered or the caller hangs up.

• Sender not available/Covering Extension available
  The call will alert the covering extension but not the sender. The call remains alerting until the call is answered or the call hangs up.

• If voicemail is available and enabled for the sender, then in all the above scenarios, following the sender's No Answer Time the call is redirected to the Sender's voicemail.

• Sender and Covering Extension not available
  The caller hears busy tone or is redirected to the sender's voicemail.

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