Summary: Calls are presented to each available hunt group member in turn. If having been presented to all the available members, none answers, the call is redirected to voicemail if available, otherwise it continues to be presented to the next available member.
In addition to the summary, options exist to have calls queued or to have calls also presented to agents in an overflow group or groups.
First and Next Available Members
The first available member to which a call is presented and the order of the next available members to which a call is presented are determined by the hunt group's Hunt Type setting.
Additional Calls
When additional calls are waiting to be presented, additional available hunt group members are alerted using the hunt group type. When any member answers a call it will be the first waiting call that is answered.
No Available Members
If the number of incoming calls exceeds the number of available members to which calls can be presented, the following actions are usable in order of precedence.
Queuing
If queuing has been enabled for the hunt, it is applied to the excess calls up to the limits specified for the number of queued calls or length of time queued.
Voicemail
If voicemail has been enabled for the hunt group, excess calls are directed to voicemail.
Busy Tone
Busy tone is returned to the excess calls (except analog and T1 CAS calls which remain queued).
No Answer Time
This value is used to determine how long a call should ring at a hunt group member before being presented to the next available hunt group member. The System | Telephony | Telephony | No Answer Time setting is used unless a specific Hunt | Hunt Group | No Answer Time is set.
Voicemail
If voicemail is being used, if having been presented to all the available group members the call is still not answered then it goes to voicemail.
The call will also go to voicemail when the hunt group's Voicemail Answer Time is exceeded. the mailbox of the originally targeted hunt group is used even if the call has overflowed or gone to a night server hunt group.
Calls Not Being Answered Quick Enough - Overflow
In addition to ringing at each available member for the No Answer Time, a separate Overflow Time can be set. When a calls total ring time against the group exceeds this, the call can be redirected to an overflow group or groups.
No Available Member Answers
If a call has been presented unanswered to all the available members, either of two actions can be applied. If voicemail is available, the call is redirected to voicemail. If otherwise, the call will continue being presented to hunt group members until answered or, if set, overflow is used.
Call Waiting
For hunt groups using the Group hunt type, call waiting can be used.
