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 Call coverage is part of the dial plan. It ensures that all incoming calls are answered. The
following call-coverage features are typically implemented for individuals:
■ Call forwarding: If the called phone does not answer the call, the call should be
forwarded to another phone or voice mail.
■ Shared lines: A shared line is a directory number (DN) that is assigned to more than
one device, allowing the call to be accepted on more than one phone.
■ Call pickup: Call pickup allows a call that is ringing on a phone to be picked up at
another phone.
In addition, there is a more complex and highly flexible feature providing call coverage
called call hunting. Call hunting is based on a pilot number, which if directly called or used
as a call-forward target allows hunting through multiple line groups. Several hunting
algorithms exist, ranging from a round-robin selection of group members to a broadcast
option that rings all members of a line group.
There are three primary types of call forwarding:
■ Call Forward All (CFA): The CFA feature forwards all calls unconditionally. CFA can
be configured by the phone user from either the user web page (covered in Chapter 16,
“User Features”) or at the phone itself. If CFA is configured, the call is forwarded
immediately without ringing the originally dialed phone. The CUCM administrator
can also configure the CFA target.
■ Call Forward No Answer (CFNA): CFNA forwards calls if the call is not answered
within a specified amount of time. CFNA can be configured by the administrator in
CUCM Administration or by the phone user from the user web page.
■ Call Forward Busy (CFB): CFB forwards calls that are received while the IP phone
is in use with another call. CFB can be configured by the administrator in CUCM
Administration or by the phone user from the user web page.
The administrator can configure separate calling search spaces (CSS) for each call-forward
type. For CFNA and CFB, different CSSs can be set for internal (on-net) calls and for external
(off-net) calls. For CFA, a primary and a secondary CFA can be configured. These two
get concatenated like a device and line CSS. For all call-forward scenarios, the corresponding
call-forward CSSs are used; line and device CSSs are ignored. Therefore, if the system
uses partitions, it is recommended to always set call-forward CSSs because otherwise
forward operations are likely to fail. Figure 14-1 illustrates call forwarding.
Call Coverage 341
Figure 14-1 Call Forwarding
A shared line is implemented by assigning the same DN to multiple phones. If the number
is called, all phones that are configured with this shared line number ring. The first user who
accepts the call is connected to the caller, and all other phones stop ringing. Figure 14-2
illustrates shared lines.
Figure 14-2 Shared Lines
CUCM allows multiple lines to be grouped into call-pickup groups. Each pickup group is
identified by a unique pickup group number. A phone line can be assigned to only one
pickup group.
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User Dials 2000
2000
2001
CFA (All)
CFNA
(No Answer)
CFB (Busy)
91551234
Voice Mail
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User Dials 2000
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All 3 Phones Will Ring
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342 Chapter 14: Call Coverage
If a phone rings but there is nobody at the ringing phone to answer the call, another user
can pick up the call by using the Pickup softkey if the ringing phone is in the same pickup
group.
In the same situation, if the phone of the user who wants to pick up the call is not a member
of the pickup group of the ringing phone, the user can use the group pickup feature
(GPickup softkey) to pick up the call. When a user invokes the group pickup feature by
pressing the corresponding softkey, the user has to enter the pickup group number of the
ringing phone to be able to pick up the call.