Instruction manual

DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
Desktop Solutions
4-7Voice features
4
You can redirect calls according to five status conditions: Active, Busy, Don’t
Answer, Cover All, and Send All Calls. If you are using one of your several call
appearances, the system considers you to be “active.” If you are using all your
available call appearances, the system considers you to be “busy.” If the call goes
unanswered, the status is “don’t answer.” Sometimes you might need to assign a
secretary or other colleague to “cover all calls,” or you may “send all calls” to a
permanent voice messaging system or to an assistant.
Call Coverage lets you redirect calls to suit any or all of these criteria. For each
telephone, you can have up to four coverage paths. A path is a set of alternate
extensions to which a call can be sequentially transferred. Each path can be com-
posed of as many as three extensions, arranged in order of preference. A redi-
rected call immediately goes to the first choice extension. If the first choice is not
available, the system tries the second choice and then the third choice, if neces-
sary.
Many people prefer to redirect all of their calls to the same answering points under
all conditions, and need only one coverage path. If a secretary is available to
cover all calls, even if you are available, the other criteria can be ignored. If you
prefer to answer your own calls however, you will probably require Busy, Don’t
Answer, and Send All Calls coverage. Send All Calls lets you redirect your calls by
pressing a single button or by dialing an access code.
Time-of-Day call coverage allows you to redirect calls to different lead-coverage
paths at different times of the day and on different days of the week.
For example, you may want to be available in the evening hours during a special
project. You might also want calls directed to the office during the day, and have
all other calls directed to DEFINITY AUDIX. By specifying the appropriate
lead-coverage paths, you can have the call redirection flexibility you need.
Telecommuting features, such as Coverage of Calls Redirected Off-Net, allow you
to have call coverage redirected to a remote site. This is useful if you have a home
office to which you want calls sent. For more information on remote call cover-
age/forwarding, see the
DEFINITY
®
ECS Administrator’s Guide .
Coverage paths for a manager
Figure 4-1 shows four coverage paths you might need as a manager. The
example assumes that you do the following:
■ Receive many external calls.
■ Share an assistant with two other managers.
■ Prefer to answer your own calls when available.
■ Travel frequently.
External calls are important because they are usually from customers and require
personal attention as they arrive. Internal calls are also important, but often need
not be dealt with immediately by you or an assistant. In either case, Send All Calls