Contents

Call Coverage

Call coverage allows an agent to forward calls to voice mail, another number, or another agent when the agent changes his or her status to a DND status. When CIC forwards a call to another agent, the original extension information appears with the call so that the agent can see where the call was originally intended to go.

Note: You can also configure call forwarding for stations. For more information see Station call forwarding options.

Coverage Options

The Call Coverage section contains the following items:

Forward

Select this option to send all calls, internal calls, external calls, or unknown calls to a Call Coverage number.

If I'm "Do Not Disturb," Forward

Select this option to send all calls, internal calls, external calls, or unknown calls to a Call Coverage number, when status is Do Not Disturb (DND), including not being logged into the CIC clients. This behavior depends on the configuration of DND statuses.

If I'm on the Phone, Forward

Select this option to send all calls, internal calls, external calls, or unknown calls to a Call Coverage number, when an agent is on the phone.

If I Don't Answer, Forward

Select this option to send all calls, internal calls, external calls, or unknown calls to a Call Coverage number, when an agent does not answer.

Coverage Number

The Call Number section contains the following items:

Send My Calls To:

Enter the phone number that interactions are sent to when one of the Coverage Options above in the Coverage Options section is selected. This number must be an internal number or a CIC extension.

If a Caller Leaves Voicemail, Send it to:

Click this drop-down menu to choose to send voice mail messages to the internal telephone number or CIC extension set, or to voice mail. The internal number or extension must have a mailbox assigned. If no mailbox is assigned to this number, then the system will not allow the changes.

For example, when the My Mailbox option is selected, any message left by a caller is sent to that agent's voice mail. If the other option (the number you entered in Send my calls to) is selected, then this gives ownership of the call (or any voice mail) to that coverage number.

Allow user to modify any of these values

Select this check box to allow users assigned to this template and the master administrator to change any of these settings.