Automatic Call Distribution (ACD)

When Hunt Group Night Service is active for a split and the night-service destination is a hunt group, the caller hears the first forced announcement for the original split. The system then redirects the call to the Night Service destination hunt group. When an agent in the Night Service hunt group becomes available, the call goes to that agent. If all agents in the hunt group are busy, the caller hears the following: forced or delayed first announcement, ringback, music-on-hold or silence, and a second announcement.

Call Coverage

Coverage takes precedence over Night Service. When Hunt Group Night Service is active, the NSE’s normal coverage criteria and path apply. If the coverage path destination is Communication Manager Messaging, Communication Manager Messaging answers with the mail of the original hunt group. If the NSE is a hunt group or split of any type, the hunt group or split’s call coverage criteria and coverage path apply. The coverage criteria and path can be different from that assigned to the phones that are members of that hunt group or split.

If a coverage point is a hunt group or split in Night Service, the system considers the point to be unavailable and does not forward the call to the coverage point’s NSE.

Call Forwarding All Calls

If a hunt group or split is in Hunt Group Night Service mode and the hunt group or split’s NSE has Call Forwarding - All Calls active, the system forwards night-service calls terminating to that NSE to its designated call-forward extension.

If the forwarded-to destination is a hunt group or split in Night Service mode, the system terminates the call at the forwarding extension.