A hunt group is used to "hunt" for a person that is available to take a call. Hunt groups can be configured in a number of different ways but in the end, if the call presents to your phone, then you are expected to answer. All calls are distributed to the "primary line" (line 1) of the telephone.
Configuration Options
This feature can be configured in different ways.
- Broadcast (most common configuration): all calls are equally distributed at the same time to all telephones that are logged in at the time of the call. If a phone is not logged in, it will NOT get an audible or visual alert of the call.
- Top down: the configured list is followed each time with calls distributed to 1 then 2 then 3, etc. If a phone is not logged in, it will be skipped over with no alerts being shown or heard. Phones should be configured to "busy" while engaged, so calls then will go to the next available person in line.
- Circular: the configured list is rotated around with each call, sometimes called a round robin. If there are three people taking calls, then call 1 will go to person A, call 2 to person B, call 3 to person C and call 4 to person A repeating the cycle. Any phone that is logged out will also not get any audible or visual alerts.
- Longest idle: one person on the configured list of phones will be presented the call and it will be based on who has not gotten a call for the longest duration. For example, if person A has not answered a call for 10 minutes, person B has not answered a call for 30 minutes and person C has not answered a call for 5 minutes, then person B will be given the next call. (Provided they are logged in at the time.) This timer has a number of caveats to it.
"Basic call queuing" can be employed to help with seasonal overflow of call demand. If all phones in the group are engaged with other calls then a message is played to the caller and they are put onto hold for up to a defined period of time.
Day or night operations can be configured per group. If all phones are logged out, calls can be diverted to a mailbox or an answer-only outgoing greeting.
Very basic statistics and options are available with these features. Reporting from our call detail records system can be provided for understanding demand.
Agent Log In or Out Operation
Logged in - you are in the chair and ready to take calls as they come in.
Logged out - you are away and not ready to be taking calls.
When everyone logs out, the system goes into a "night" mode which may be just ringing the caller (not you because you are all logged out) or diverts them to a call handler or voice mailbox for the department. How this is configured is dependent on the requirements of the department.
This feature is different than do not disturb (DND) which just stops the ringer on your phone. (You can still take calls even with DND set to "on".) However, if you are logged out of the hunt group, you cannot take calls.
Please refer to the document in the files area of this knowledge base article for the clearest instructions.
Login Instructions
The "hunt group" button is placed on department phones that intend to log in and out of the hunt groups. By default, this is not added; it is only added when designed to be part of the call flow processes. If you don't have a "hunt group" button and believe this would aid in your handling of calls, please work with DoTS to adjust the flows and button templates.
- Press the "hunt group" button on the lower section of your phone's screen.
- The display will flash "You have successfully logged in to the hunt group."*
* If the message is not what you wanted, press it again and wait for the message to appear. The button is changing numerous settings on the server; please wait at least 5 seconds between each push.
Logout Instructions
- Press the "hunt group" button on the lower section of your phone's screen.
- The display will flash "You have successfully logged out of the hunt group."*
* If the message is not what you wanted, press it again and wait for the message to appear. The button is changing numerous settings on the server; please wait at least 5 seconds between each push.
Hunt Group Status Board
We have a custom written application for the Cisco phone that will display who is logged in or out of a particular hunt group. You can request this be added to a phone through the standard Cisco Phone service request form.