Creating a Hunt Group

Modified on Mon, 24 Jun 2019 at 03:19 PM

Logic - A Hunt Group is similar to a Call Center in that it can deliver an incoming call to multiple users at once or to users in a specific order. The main differentiation between a Hunt group and Call Center is that a Hunt group does not offer a call queue to hold a caller if all agents are busy and does not offer reporting capabilities.

Step 1. Navigate to the appropriate  group/location within Broadsmart. Once on the proper location, under the Options panel, select "Services".

Step 2. Within Services go down and select Hunt Group.

Step 3. On the Hunt Group menu select Add.

Step 4.  Within the Hunt Group Add menu is where all the hunt group configuration happens. 

  • Hunt Group ID: If the Hunt has a DID the customer wishes to use, add that plus the extension, if it is to just be an extension use the group’s main line number plus extension. In our example the groups line is 9547627357, and we are giving the hunt group extension 0001.
  • Name: A descriptive field to help for identifying purposes. Our example shows it as an “Administration” hunt group.
  • Calling Line ID Last Name: This is what will display to the user picking up the call from the Hunt Group. Many users belong to multiple hunts, so it is important for them to be able to identify where the call is coming from.
  • Allow Call Waiting on agents: When this feature is enabled it means users currently on calls can still be rang via calls coming in on this hunt. 

  • Group Policy: This is something usually decided on by the customer. 
    • Circular: Incoming calls ring agents in the order they appear on the assigned agent list at the bottom, starting with the agent following the last agent to receive a call. 
    • Regular: Incoming calls ring through agents in the order they appear in the list, starting from the top for each call. 
    • Simultaneous: Incoming calls ring all agents at the same time.         
    • Uniform: Incoming calls ring through all agents in order, starting with the agent who has been idle the longest and ending with the agent who most recently answered a call. 
    • Weighted Call Distribution: Incoming calls are assigned to idle agents based on percentages assigned in the Weighted Call Distribution page on the Hunt Group’s profile.

  • No Answer Settings:
    • Skip to next agent after waiting __ rings: If group policy is simultaneous, ignore this section. Otherwise, specify how many rings desired for each agent to ring before it goes to the next agent. 
    • Forward call after waiting __ seconds/Calls Forward to: If the customer would like the hunt to eventually give up on ringing through agents and transfer to a voicemail box or another extension, specify the amount of time and where to forward the call.
    • Not Reachable Settings: These are usually left untouched unless specified by the customer. But if all agents are unreachable, a specified call forward number could be placed here.
    • Calling Line ID Settings: Leave these settings as they are by default.

Step 5. In the lower section we will search for agents to add to the hunt group. We can either just hit Search and see all available users to add, or search with specific criteria such as extensions in the example. Once you have found the user you wish to add on the left, click and highlight it, click the Add in the middle, and then continue searching if required. Once the agents are added in the desired order (if not simultaneous ring), click Apply at the bottom, then OK.

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