Call Coverage Keys

Call Coverage keys allow an extension user to cover a co-worker’s calls from their own telephone.
Additional Feature Information
Programming Call Coverage Keys
User Operation
Call Coverage Keys
Important points to understanding Call Coverage Keys
Call Coverage Guard Timer
Hotline and Call Coverage Key Surfing

Description

A keyset can have Call Coverage Keys for a co-worker’s extensions, Ring Group master numbers and UCD Group master numbers. The Call Coverage Key lights when the co-worker’s extension is busy, flashes slowly when the co-worker has an incoming call, and flashes fast when the co-worker is in Do Not Disturb. The Call Coverage Key can ring immediately when a call comes into the covered extension, ring after a delay or not ring at all. In addition, the keyset user can press the Call Coverage Key to intercept their co-worker’s incoming call. They can also go off hook and press the Call Coverage key to call the covered extension. An extension can have as many Call Coverage Keys as they have available Feature Keys on their telephone.

Call Coverage Key Busy Lamp Indications
When the key is: The covered extension is:
Off Idle or not installed
On Busy
Slow Flash Ringing
Medium Flash Covered extension is in DND for outside calls (option 1).
Fast Flash Covered extension is in DND for Intercom calls (option 2) or All Calls (option 3).
Call Coverage Keys will intercept the following types of calls:
  • Key Ring Calls
  • Ringing Intercom calls
  • Calls to a UCD Group master number
  • Calls ringing a Group Ring master number
  • Transferred calls

Call Coverage Keys will not intercept a call ringing the attendant’s Operator Call Key.

Call Coverage Guard Timer

The 4 second Call Coverage Guard Timer helps extensions that have the same Call Coverage key assignments. As soon as an extension user presses their Call Coverage key to answer a call, the key becomes unavailable for 4 seconds to all other extensions with that same key. (Users will hear reorder tone if they press their key before the 4 seconds expire.) This helps prevent users from inadvertently placing a call to the covered destination.

Hotline and Call Coverage Key Surfing

Consecutively pressing Call Coverage or Hotline keys, also called “surfing”, is a convenient way to locate co-workers. The operation of surfing is an interaction between the Hotline Automatic Transfer and Automatic Hold options. The chart below shows this interaction. For example, when Hotline Automatic Transfer and Automatic Hold are both enabled, the user on an outside call can quickly surf a row of keys to find a co-worker and then hang up when they find them. The call transfers to the co-worker without any other steps.

Call Coverage and Hotline Key Surfing
1401-13: Hotline Automatic Transfer [System: Class of Service: Features: Features (1401): Hotline Auto Transfer] 1411-03: Automatic Hold [System: Class of Service: Lines: Lines (1411): Automatic Hold] User’s extension is: Surfing their Hotline or Call Coverage Keys will:
Off Off Idle Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Intercom Call Surfing will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Outside Call Surfing will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
On Off Idle Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Intercom Call Surfing will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Outside Call Surfing Hotline keys will:
  • Put the outside call on Hold and then transfer it to the last surfed destination when the user hangs up.
Surfing Call Coverage Keys will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Off On Idle or Busy on Intercom Call Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Outside Call Surfing will:
  1. Put the outside call on Hold.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
  3. When the user hangs up, the outside call remains on Hold.
    • Alternately, pressing TRANSFER transfers the call to the last surfed destination.
On On Idle or Busy on Intercom Call Surfing will:
  1. Disconnect the active call.
  2. Place consecutive Intercom calls without putting the prior Hotline/Call Coverage call on Hold.
Busy on Outside Call Put the outside call on Hold and then transfer it to the last surfed destination when the user hangs up.

Conditions and Defaults

Conditions


  • None.

Default Setting


  • No Call Coverage Keys assigned.
  • The Call Coverage Delay Ring timer is 10 seconds.

Release Notes (System)

Stuck Ringback for IP Initiated Calls

[3.00.35] In prior versions, if a digital keyset user answered an Intercom call from an IP keyset by pressing a Call Coverage key, ringback at the IP keyset would continue for the duration of the call. This is corrected.

Reference: A090604003

User Programmable Delay Ring Option Added

[3.05] Menu + Ringing + Key Assignments (Menu + 41) provides Ring, Lamp Only, and Delay Ring options. In prior version 3 releases, only Lamp and Ring were available.

Reference: A090805002

Other Related Features

Features


  • Direct Station Selection (DSS) Console
    • DSS Consoles can have Call Coverage keys.
  • Distinctive Ringing
    • By using Key Ring Override, Distinctive Ringing allows an extension user to set up unique ringing for their Call Coverage keys.
  • Door Box
    • If you enter Door Chime type 0 (normal ring) above, you can set up Call Coverage keys for the Door Box Ring Group. This allows extensions that are not members of the Ring Group to answer Door Box calls. Extensions with Call Coverage keys to the Door Box Ring Group can also activate the relay.
  • Extension Hunting
    • A keyset can have Call Coverage keys for UCD Group master numbers. The group can be a normal UCD Group or a “dummy” group with no members.
  • Group Ring
    • A keyset can have Call Coverage keys for Ring Group master numbers.
  • Hotline
    • Hotline keys provide many of the features available with Call Coverage keys.
  • Intercom
    • A user can press a Call Coverage Key as an alternative to dialing Intercom numbers.
  • Key Ring
    • Call Coverage will pick up Key Ring calls.
  • Transfer
    • An extension user can use a Call Coverage key to Transfer a call to the covered extension.
  • User Programmable Features
    • An extension user can use the User Programmable Features to set up their own Call Coverage keys.
  • Voice Mail (IntraMail)
    • Pressing TRANSFER + Call Coverage key can Transfer a call to an uninstalled extension’s mailbox (if the mailbox is enabled).
  • Voice Over
    • After calling a co-worker by pressing their Call Coverage key, and extension user can dial 9 to leave a Voice Over (if enabled in programming)

IntraMail Features


  • None.