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Hunt Groups

A hunt group is a collection of users, typically users handling similar types of calls, e.g. a sales department. An incoming caller wishing to speak to Sales can ring one number but the call can be answered by any number of extensions that are members of the hunt group.

Four modes of call presentation are supported on IP Office;

Sequential
One extension at a time sequentially always starting at the top of the list.
Collective
All extensions in the hunt group simultaneously.
Rotary
Start with the extension in the list immediately following the extension that answered the last hunt group call.
Longest Waiting
Start with the extension that has been free for the longest time.

 

An option has been added, "Assign Call On Agent Alert", which means that CTI applications will always correctly report the details for the call that is alerting. The previous (default) behavior is now termed "Assign Call On Agent Answer" and ensures that the call at the head of the queue is always answered first.

If all extensions in the hunt group are busy or not answered, another hunt group, called an Overflow Group, can be used to take the calls. An overflow time can be set to stipulate how long a call will queue before being passed to the Overflow Group (this can be configured either for individual calls or for all calls in the group). The system can change the status of users who do not answer a hunt group call presented to them. The user can be put into busy wrap-up, busy not available or logged out. The change of status can be set per user and the use of this option can be set per hunt group.

Outside normal operation a hunt group can be put into two special modes; Night Service and Out of service.

In Night Service calls are presented to a Night Service Group. This can be controlled automatically by setting a time profile which defines the hours of operation of the main group or manually using a handset feature code.

Night service fallback using a time profile is no longer applied to a hunt group already set to Out of Service.

The Out of Service mode is controlled manually from a handset. While in this mode calls are presented to the Out of Service group

Voicemail can also be used in conjunction with hunt groups to take all group related messages, play an announcement when the hunt group is in Night Service or Out of Service mode and give announcements while a call is held in a queue. For internal voicemail use a broadcast option is provided. This feature will alter the voicemail box operation so that the message notification will only be turned off for each hunt group member when they retrieve their own copy of the message.

 

© 2010 AVAYA
15-601041 Issue 20.f.-
18:14, 25 February 2010
(hunt_groups.htm)

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Last Modified: 08/06/2009