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Hunt Groups, Queues, and Automatic Call Distribution

These features are used for distributing phone calls between users and agents, based on predetermined rules. Queues and hunt groups usually parallel certain departments. For example technical support will have its own hunt group and the sales department will have its own queue.

Hunt Groups

After agents are assigned to hunt groups, calls are routed to them in either random or a predetermined order. If a call is not answered the system will "hunt" out the next available agent. If that agent is also busy, the call will go to the next one in line until it is answered. 

Hunt groups can also be set up to have all relevant group extensions ring at once, allowing for the first agent that picks up his phone to receive the call. If despite all "hunting" a call is not answered it can be routed to a special group voicemail or other destination.

Queues and Automatic Call Distribution

Queues are essentially more sophisticated hunt groups that use Automatic Call Distribution rules to route calls to appropriate departments and manage the on-hold experience of customers. Queues will help you minimize on missed calls and callers arriving at agents' voicemails. 

As implied by the name calls are not just routed between agents but, if needed, can also be queued up for certain agents or for an entire department, allowing for handling of a much larger call volume with a limited staff. Callers also receive a more engaging experience with the system providing customizable queue information, hold time estimates, directional prompts, on-hold music, and business and promotional information.

The main difference from Hunt groups is that agents in queues have priority ranking and the ACD routes calls to them based on ranking and not only by mere availability or predetermined order. Agents can log themselves out of a queue so their priority is not considered by the ACD. The ACD is also aware when agents are already on calls and only routes calls to available staff, making the distribution process much more efficient than in hunt groups. 

Another advantage is that ACD can route calls between different departments (queues) and can also send a caller back to the auto attendant.

Click here to learn how to set up queues and control ACD attributes in Telebroad's ACD Panel.

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