Setting up hunt groups

Last Updated : Sep 27, 2016 |

About this task

Let us set up a hunt group for an internal helpline. Before making changes to Communication Manager, we will decide:

  • the telephone number for the hunt group

  • the number of people answering calls

  • the way calls are answered

Our dial plan accepts 4-digit internal numbers that begin with 1. The number 1200 is not in use. So, we’ll set up a helpline hunt group so anyone within the company can call extension 1200 for help with a telephone.

We will assign 3 people (agents) and their extensions to our helpline. We want calls to go to the first available person.

Procedure

  1. Type add hunt-group next.
  2. Press Enter.

    The system displays the Hunt Group screen. The Group Number field is automatically filled in with the next hunt group number.

  3. In the Group Name field, type the name of the group.

    In our example, type internal helpline.

  4. In the Group Extension field, type the telephone number.

    We’ll type 1200.

  5. In the Group Type field, type the code for the call distribution method you choose.

    We’ll type ucd-loa so a call goes to the agent with the lowest percentage of work time since login.

    Note:

    The COS for all hunt groups defaults to 1. Therefore, any changes to COS 1 on the Class of Service screen changes the COS for all your hunt groups. A COS field does not appear on the Hunt Group screen.

  6. Click Next Page to find the Group Member Assignments screen.
  7. In the Ext field, type the extensions of the agents you want in the hunt group.

    We’ll type 1011, 1012, and 1013.

    Tip:

    For a ddc group type (also known as "hot seat" selection), the call is sent to the extension listed in the first Ext field. The system uses this screen to determine the hunting sequence.

  8. Click Enter to save your changes.

    The Name fields are display-only and do not appear until the next time you access this hunt group.