- Assigning Hunt Groups as a Destination
Within a hunt group, agents are arranged by priority levels. All agents within a level are rung at once. The first agent to answer gets the call and the system will stop ringing the other agents.
If none of the agents in the level answer by a defined number or rings, the system will move to the next level.
You can also set the number of rings and music or ringing choice for each level separately in the Level Settings.
The Hunt Groups screen is accessed at Admin Center Menu>Voice Features>Hunt Groups, listing the existing groups by name and description. You can check one or several groups and select to delete them.
Select to search for a specific hunt group(s) by name, description, or any value from the CSV file.
To create a new hunt group select ADD HUNT GROUP from the top of Hunt Groups List screen or from the Voice Features Shortcut menu.
Provide a name for the group and select CREATE. You will be directed to the Hunt Group Settings screen (see next) to configure the group and add agents to it.
If you are using both queues and hunt groups, name each in a way that you can differentiate from one another as they are both displayed on the same column in the Active Calls Switchboard (i.e. "Sales Hunt Group" vs "Sales Queue")
- Linear, Always start at 1: The system will always try to send a call to the agents with level 1 or the highest available priority level. If those agents are busy or unavailable, the system will move to the next level.
- Smart Linear, last that answered, then linear: The system will first send the next call to the agent who has been waiting for the longest since he last answered a call, then calls will be handled in Linear strategy starting with level 1 or the highest priority level.
Ring each level for: Select a default duration from 5-60 seconds that the system will ring agents on each priority level as it applies the call distribution strategy. You can set up separate durations for each level using the Level Settings
to give some levels and agents, who may be generally busier, more time to pick up the call.
Allow destinations to forward calls: Toggle this on to let agents who receive a call from the hunt group be able to forward it.
While ringing: Select what the caller will hear while waiting for an agent to pick up the call – Play ringing for a ringing tone or Play music for the music on hold. You can change the default music as explained below.
If no agent answered route to destination type: Select the type of destination to route the call to if no agent on the hunt group has answered the call. The default option is to hang up the call, but you can select any of the Admin Center destinations and features.
You may want to direct the caller to a mailbox, an IVR menu, a call back number, etc. You can even route the call to the same hunt group to make another attempt at reaching an available agent.
If no agent answered route to destination type (this will only show for relevant destination types): Select the actual destination to route the call to if no agent on the hunt group has answered the call.
Show in active calls switchboard: Toggle this on to have the group displayed in the Active Calls Switchboard (Accessed by Admin Center MenuLive Dahsboard)differentiate
, this is the music (or message) callers will hear while waiting for an agent to pick up.
Hunt Group Missed Calls Notifications
Here you can provide email addresses for agents, administrators, or other individuals who should be notified about calls that were not answered during each hunting cycle for the group.
Select to edit an existing notification or ADD to create a new one and Provide the Recipient name and Email.
Toggle on External only to provide notifications only for external calls.
The Active toggle lets you enable or disable a notification without deleting it.
Hunt Group Agents
The agents who belong to the hunt group appear here with a division of priority levels.
Select to edit an existing agent or ADD Agent to edit one to the group and edit the following options:
Select agent destination type: Select Phone to add an agent based on his internal phone line, an External phone number, or a SIP URI address.
URI stands for Uniform Resource Identifier and it lets you add external recipients to the group based on their SIP IP and user name. The format to use is similar to an email address – username@domain or username@ip address.
Destination: Based on the destination type, select either an internal phone line or enter an external phone number or a SIP URI address.
Level: Select a priority level for the agent from 1 (highest) to 10 (lowest). Depending on the call distribution strategy, the system will try to first reach agents with higher priority.
Append to caller ID: This will append any additional numbers that the system can provide to the caller ID that the agent sees for the call. For example, an extension that the call may have been transferred from, or the company number when the system dials an agent on an external number.
Call screening: Call screening is explained above in the General Settings where it applies to the group as a whole, but here you can select to enable or disable the option for each agent separately. Selecting Unchanged will match the General Settings configuration.
Available for calls: This toggle lets you enable or disable the agent's participation in the group without having to remove him from the group. When toggled off an agent will be shown as "Unavailble", meaning he is only available for the hunt group but can otherwise still accept calls.
Here you can configure the Ring each level for duration and While ringing choices for each level. The default choices for these settings are selected in the General Settings.
All the levels will first appear with the Hunt group default selection. For the levels you want to configure select from 5-60 seconds for the duration the system will ring its agents and select either Play ringing or Play Music for what the caller will hear while waiting for agents to pick up. Altering between ringing and music provides callers with audio variety and can indicate to them their call is progressing toward being answered.
To use a hunt group you need to assign it as a destination of one of the relevant Admin Center's routings and features. The most obvious choice is an IVR menu where callers will be directed to the hunt group when trying to reach a certain department. Another application is to use a schedule to direct callers from a phone number to a hunt group during busier times.
Assigning a Hunt Group as an IVR Menu Key Option
To use a hunt group from an IVR menu you need to assign it as a phone key that callers can dial:
- Go to Admin Center Menu
- Select the relevant IVR menu and expand the
- For the key you want callers to dial to reach the hunt group, select Hunt Group (found under Voice Features) as the Destination Type.
- Select the relevant hunt group as the Destination.
Don't forget to also include instructions in the IVR Menu's greeting to direct callers to the group (like "Dial 2 for sales" in the example shown here.)