A hunt group simplifies the process of routing incoming calls. You can create multiple hunt groups. In each hunt group, you can create a group of members and assign an extension number to the group. You can regulate incoming calls to a specific extension number based on your requirements.
When you call a telephone number, Communication Manager connects the call to the extension number in the hunt group.
Use hunt groups to enable multiple people to answer calls to the same extension number. For example, you can create a hunt group for the following:
A skill is a set of call service parameters you can apply to a VDN or a group of agents to manage calls of the same service category. For example, you can create a skill for managing calls for the billing service category.
You can create and assign skills to agents based on their expertise. When you assign a skill to an agent, the agent receives calls associated with the agent’s skill areas. You can assign a maximum of 120 skills to an agent.
You can also specify an agent selection method for ACD calls. Admin Portal routes a call to an agent based on the agent's skill level, the amount of time the agent is idle, or the percentage of time the agent spends on ACD calls since the last login.
