The Hunt groups feature allows more than one destination to ring at once. Within a hunt group, destinations are arranged into levels. All destinations within a level are rung at once. The first destination to answer hears the caller, and the others stop ringing (unlike page groups, where all destinations that answer are put into a conference). When no destinations answer after a defined interval, they stop ringing, all destinations in the next level are rung, and so on.
Types of Hunt Groups
A hunt group refers to the method of distributing phone calls from a single destination number to a group of several phone lines or groups of call agents. Specifically, it refers to the process, a type of hunt group, used to select which line receives the call. The automatic call distribution (ADC) routes incoming phone calls when they are answered by a computer phone system, based on the applicable hunt group.
The system processes incoming phone calls on a first come / first serve basis. Enswitch routes calls based upon caller identification, dialed number, time of day, and custom defined parameters established in the IVR (Interactive Voice Response) program script.
There are two different types of hunt group assignments available:
Linear Hunt Group: calls are always delivered to the lowest-numbered available line. This is referred to as busy/no-answer call forwarding. Calls are always delivered to the first line, unless it is busy - then the second, third, and remaining lines are considered in succession.
Linear: Always start at level 1 (the highest level)
Smart linear: Start with the last level that answered, then linear
Circular Hunt Group: calls are distributed "round-robin". If a call is delivered to line 1, the next call goes to line 2, the next to line 3. When the end of the hunt group is reached, the hunting starts over at the first line. Lines are only skipped if they are still busy on a previous call.
Circular: Start at the next level from previous call
Smart circular: Start with the last level that answered, then circular
To add a new hunt group:
1. Log in to the Enswitch web interface.
2. To record calls made to this hunt group, make a record group (see section 7, Call Recording).
3. Go to Features » Hunt groups.
4. Click New.
5. Enter the following:
= Name: Hunt group name.
Description: Displayed with the hunt group name in the list of hunt groups.
Owner: The owner of the hunt group. This person can edit the hunt group even if they are not an administrator.
Ring each level for: Interval that each level rings before going on to the next level. This can be overridden per level later.
Level order: Hunt group type, which controls the order the levels are rung in. Options are “Linear: Always start at level 1”, “Circular: Start at next from previous call”, “Smart linear: Last that answered, then linear”, and “Smart circular: Last that answered, then circular”.
Record group: Select a record group defined earlier.
While ringing: Choose whether to play music or ringing to the caller.
Music on hold: Music to play while caller is on hold.
Screen calls: Choose whether or not to screen calls. Calls can be screened via either playing the callerid or by asking the caller to record his or her name. If either of these options are selected, any destinations answering are asked if they accept the call. While the caller information is being played, other destinations continue to ring. The first destination to accept gets the call, and other destinations are dropped immediately.
Allow destinations to call forward: Choose whether or not to allow destinations to forward calls onwards. This is not recommended as it can cause loops.
Show in Control Panel: When set to Yes, displays the hunt group in the control panel.
6. Click Save.
7. Click Set the default destination.
8. There are many possibilities for this parameter. One possibility is to enter a telephone number in the Call back to field. This number is the destination to call when there was no answer at all other destinations.
9. Click Save.
10. Click Add a destination.
11. Choose the Level under Destination settings.
12. Choose the destination for the calls:
Number at peer
13. Choose whether or not to screen calls.
14. Click Save.
15. Repeat for other destinations as needed.
16. Click Continue editing the hunt group. This returns control back to the Hunt group configuration form. Repeat from step 10 to add additional destinations and possibly additional levels.