What you need to know:
This article provides details on Hunt Groups related topics. To learn how to assign Lead Numbers, please visit the Lead Numbers Article.
Hunt groups are used to ring specific groups of users in a pre-configured pattern within or across locations. Calls routed to a Hunt Group will follow the configured ring pattern for that group.
When your service is set up, hunt groups are assigned default settings. At the admin’s discretion, however, the following items can be modified within the admin portal:
- Hunt group profile information.
- User assignments.
- Settings for call distribution, call forwarding, and business continuity.
Modify the Hunt Group Profile
- Log in to the admin portal.
- Select your site from the drop-down menu.
- Select the Advanced Services tab.
- Select Hunt Group under the Call Routing section.
- The hunt groups that have been assigned to your account are listed here. Select the Actions drop-down next to the hunt group you would like to modify.
- Then select Edit Service.
- The Edit Hunt Groups page appears. On this page, you can modify some of the basic profile settings for the hunt group, including:
- Name – By default, the Name field will be populated with the hunt group number. This is the number that callers can dial to reach the hunt group. A hunt group can be provisioned with an internal extension number only or with a telephone number only. The option of provisioning a hunt group with both an internal extension and a telephone number is also available at provisioning.
- Number – The number assigned is known as the Lead Number. Lead Numbers are assigned during the provisioning process and are determined by working with the site administrator. This number is read only.
- Extension – Modify the Extension assigned to the group, if applicable.
- Caller ID – Enter the Caller ID. By default, the system prefixes the hunt group inbound caller ID with the defined Caller ID Name. For example: “Sales.” The System Label, which is made up of the Caller ID Name and the name of the caller, will be presented to a user when receiving a call from the hunt group. For example, if the Caller ID name is modified to “Sales” and “John Smith” is the caller, the label would appear as “Sales – John Smith.” Note: There are no restrictions on the length of your Caller ID Name, but because of some Caller ID space limitations, it’s best to keep it relatively short.
Adding Alternate Numbers
The alternate numbers feature allows you to assign multiple phone numbers or extensions to a hunt group. Each number will reach the same greeting and each menu will function identically to the main number. The alternate numbers option enables you to have up to ten (10) phone numbers ring in to the hunt group.
The alternate number option is found on the Incoming Call tab of the Edit Hunt Group page. To add an alternate number, follow these steps:
- Choose the number you would like to add in the Find Phone Number search field.
- If you would like to enable the distinctive ringing feature, check the box next to Use distinctive ringing. This will allow you to designate a different ringtone to play on the user’s phone when receiving incoming calls from the alternate number.
- If distinctive ringing is enabled, select the unique ringtone from the drop-down menu next to the phone number.
- Select Save to save your changes.
Assigning the Call Routing Policy
Call routing defines ring patterns establishing the order in which calls are delivered to the users in the hunt group.
- Select how you want the phones to ring. Choose from:
- All at Once– Rings all users’ phones at the same time.
- One at a time – Rings users’ phones, one at a time. If you select this option, select how you want the calls distributed. Choose from the following options:
- Top Down – Ring the users one-at-a-time, always starting with the same user and ringing in the same order. The user configured at the top of the “Assigned” list will ring first, followed by the users listed beneath, in sequential order.
- Circular – Ring the users one-at-a-time, always ringing the users in the same order. The order of the Users in the “Assigned” list represents the order in which the Users’ phones will ring, beginning with the individual that follows the last User receiving a Hunt Group call.
- Longest Idle – Ring the user who has been idle (i.e., not on a hunt group call) the longest.
- Weighted – Route calls to users based on their pre-configured weight (percentage) assignments. If this option is selected, you must assign weights to the users. Click Set Weighted Percentages. Use the slider to assign the percentages. The percentages must equal 100%. Users assigned higher weight percentages will receive inbound calls as first priority. If those users are busy the call rings to the next weighted user assigned to the group. Users assigned a 0% weight will only receive calls if all other users are busy. Click Apply to save these changes.
- Check Advance after a set number of rings and enter the number of rings if you would like calls to forward to another user if no one answers after a set number of rings. This represents the number of rings per user.
- Check Advance when busy (No Call Waiting) if you would like calls to forward to another user if the line is busy. Uncheck the box if you prefer that hunt group users on calls see additional incoming hunt group calls via Caller ID and are able to answer them while already on active hunt group calls.
Configure Hunt Group Forwarding Settings
Hunt group forwarding settings are used to forward calls if none of the Hunt Group members is available to answer an incoming call.
- Check Forward after a set number of rings to enable forwarding if no one answers and enter the number of rings before forwarding. This is the total number of rings for all hunt group users.
- Next, select where you want calls forwarded: Internal, External or Extension.
- Internal Number – Select the internal number from the drop-down list.
- External Number – Enter the phone number of the external destination.
- Extension – Enter the extension. Check the Send to voicemail option to send calls to voicemail after the set number of rings. Note: The Send to voicemail option is only applicable for Extensions
- Click Save to save your changes.
Hunt group business continuity settings are used to forward calls if Users within the hunt group cannot be reached. For example, if your office loses network connectivity, business continuity settings will be activated. A hunt group is busy when all Users in the hunt group are on a call and call waiting is not enabled. If call waiting is enabled and every User has four active calls, that hunt group is busy. To enable business continuity settings for a hunt group, follow these steps:
- From the Edit Hunt Groups page, select the Call Routing tab.
- Check Divert calls when unreachable and enter a number you want calls forwarded if users in the hunt group are not reachable (e.g., phone not connected to network) or the hunt group is busy.
- Click Save.
Assigning Users to the Hunt Group
Finally, assign available users to the hunt group on the Phones tab. You can narrow your search for users to assign by selecting the site to pull users from. Then, use the Find and Assign search box and select available users from the drop-down menu.
Note: The order the users are listed is important if the Call Routing Policy is configured to Circular or Top Down.
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