Creating a Hunt Group
- Menu > CT Cloud > Hunt Groups
- Click Add.
- Type in a Group Name, service level, distribution algorithm and from there you can press save.
Group Name - Name of the hunt group
Service Level - MLHG or Premium ACD. Premium ACD offers more functionality such as enabling wrap ups after a call and queue status announcements.
Distribution Algorithm - Select the appropriate way you wish calls to route.
If a Pilot Directory Number is called, hunting starts with the first MLHG Member and continues through the list in order until a non-busy line is found.
If a busy MLHG Member is dialed directly, and Hunt on direct dialed calls is set to True, hunting starts with the MLHG Member after the dialed number and continues to the end of the list until a non-busy line is found. It does not start again from the beginning of the list.
If a Pilot Directory Number is called, this is the same as Linear (above).
If a busy MLHG Member is dialed directly, and Hunt on direct dialed calls is set to True, this is the same as Linear (above) except that once the end of the list is reached, hunting will continue from the beginning of the list until it reaches the dialed MLHG Member.
Uniform (Round robin)
If a Pilot Directory Number is called, hunting starts with the first number after the line that was selected by the previous hunt. When the end of the list is reached, hunting continues from the beginning of the list until it reaches the number it started with.
If a busy MLHG Member is dialed directly, and Hunt on direct dialed calls is set to True, this is the same as Circular hunting.
Uniform (Longest idle)
If a Pilot Directory Number is called, or a busy MLHG Member is dialed directly and Hunt on direct dialed calls is set to True, hunting starts with the MLHG Member that has been idle for the longest. The idle time for a Member is calculated using the end time of any incoming or outgoing calls to or from the Member, not just those allocated by hunting. When an MLHG Member disables the Do Not Disturb call service, its idle time is reset to zero.
For external members, CFS can only calculate the idle time from MLHG-allocated calls, so this algorithm is best suited to MLHGs with no external members.
If a Pilot Directory Number is called, all free MLHG Member child objects ring simultaneously until one member answers the call. The MLHG Members can only be alerted to one call at any time. The order of MLHG Members has no effect. If Hunt on no-answer is selected and a call is not answered within the time specified in No-answer timeout, the call is returned to the queue and all MLHG Members whose phones rang are not offered any further calls from the MLHG for the time specified in No-answer exclusion time.
- Weighted Random
If a Pilot Directory Number is called, an MLHG Member will be selected using a pseudo-random algorithm where each MLHG Member has a percentage chance of being assigned a call based on the weighting they have been assigned for that MLHG.
If a busy MLHG Member is dialed directly and direct dialed calls to a busy line are forwarded to non-busy lines with the Hunt Group, the MLHG which did not answer will be excluded from the weighting calculation and the Weighted random distribution algorithm will select a new member to dial.
Department - An optional setting, but if you are using departments you can have the hunt group exist in the selected department.
Allow external members - This option will allow numbers such as cell phones to be able to exist as users.
Hunt on direct dialed calls - Specifies whether external calls directly to a line within the Multi Line Hunt Group receive Line Hunting treatment if either the line is busy, or the line does not answer a call and Hunt on no-answer is selected. (under settings)
Offer calls to users with spare call appearances - Specifies whether calls to this MLHG should be offered to a SIP line with multiple call appearances, if it is already in a call but could support an additional call appearance.
Unavailable call forwarding supported - Specifies whether MLHG Pilot DNs in this group can use Unavailable Call Forwarding. If this option is selected, you can specify separately on each MLHG Pilot DN whether Unavailable Call Forwarding is subscribed and enabled. In this case, calls to the MLHG will be forwarded to another number if all lines are unavailable (for example if an access device supporting the lines is powered off, or if all lines are disconnected at the same time). Note that logged-out subscribers are not considered to be unavailable.
Pilot information as Caller ID - Specifies whether the directory number of the called MLHG Pilot DN should be delivered as the caller ID. This can be used so that, for example, helpdesk personnel receiving calls can know whether the call originally came in to the "Helpdesk" or "Accounts Enquiries" number. Note that, for subscribers whose phones can report a redirecting number (typically SIP or ISDN subscribers), the MLHG Pilot number is delivered as the redirecting number; this field allows you to provide it to phones that cannot report a redirecting number.
Queuing - Specifies whether queuing is supported for this Multi Line Hunt Group, if all lines are busy.
Max Queuing length - This field is visible only if Queuing supported is selected. Specifies the maximum number of calls which can be queued at one time.
Limit queue time - This field is visible only if Queuing supported is selected. Specifies whether there is a limit to the length of time a call can be held in the queue. Once this time limit is reached, any call services for busy calls (for example, Busy Call Forwarding) are activated based on the configuration of the number originally called.
Hunt on no answer - Specifies whether calls that are not answered after being passed to an MLHG Member are passed to another free MLHG Member in the Hunt Group. This increases the efficiency of the MLHG and prevents unanswered calls from being dropped or sent to voicemail.
Queue status announcement enabled - Specifies whether dynamic queue status announcements (detailing caller's position in the queue and approximate waiting time) are played to queued callers.
Wrap-up enabled - Specifies whether or not ACD Agents are put into wrap-up state immediately after ending a customer call. ACD Agents are unavailable for further calls while in this state, allowing them time to complete any clerical duties coming out of the call.
Max wrap-up time - Specifies the maximum time (in seconds) that an ACD Agent can remain in wrap-up for after ending a customer call.
Disposition codes required - Specifies whether ACD Agents must enter a disposition code to indicate the outcome of a completed call before they can exit wrap-up state.
Hunt Group Pilot Numbers
Click the Hunt Group that you created and then click add under Hunt Group Pilot Numbers
- Only requirement is to select a DID.
- Fill out any other information as needed and press save when done.