There are a variety of call coverage options for telephone calls coming into an extension. These options allow departments to customize how incoming calls can be handled.
Office Telephone Coverage Options
This feature enables an individual employee to send all of their incoming calls immediately to voicemail. The phone will ring a short ring when activated. To activate this feature, dial *3 or the Send Call button. It can be deactivated by dialing #3 or by pressing the Send Calls button again.
This feature enables an individual employee to forward their incoming calls to another staff member on an as needed basis, like when they leave the office for lunch. If the call is not answered at the covering extension, the call goes to the voicemail of the extension originally dialed. The feature is activated by dialing *2 or the Call Forward button followed by the covering extension. It is deactivated by dialing #2 or the Call Forward button.
CALL PICKUP GROUP:
This feature enables staff to answer another ringing phone without leaving their desk. A department can request that a Call Pickup Group be defined for phones that are in close proximity and can be heard by group members. A staff member can then answer a call coming in to another phone in the group by pressing the Call Pickup button on their phone. If the ringing phone is not answered, the call goes to the voicemail of the extension originally dialed.
CALL COVERAGE PATH:
This feature enables a department to request that an unanswered call to be sent to up to 3 other covering extensions. The last point in coverage must be defined as voicemail to send the call to the voicemail of the extension originally dialed. Definition of the coverage path should consider the number of rings the caller may hear before someone answers. The system default is 3 rings to each extension in the coverage path; however, the number of rings can be set to 1 or more.
Example 1: Extension 1234 covers to extension 2222 and then to 3333 with no voicemail cover option after 3333. This assumes that a staff member is available during business hours to answer on one of the 3 lines.
Example 2: Extension 5678 covers to extension 4444 and then to voicemail if the staff member at 4444 does not answer. This allows 1 other person a chance to answer the call before it goes to voicemail.