User manual | Hunt Group Quick Reference Guide

TELSTRA IP TELEPHONY CUSTOMER GROUP ADMINISTRATOR
HUNT GROUP QUICK REFERENCE GUIDE
The Hunt Group service is used to automatically route incoming calls received by a
single defined phone number, by distributing them amongst a group of users.
Incoming calls to individual extension numbers still remain available.
There are 5 hunt group routing policies which can be defined for how calls are
presented to the group.
You have the following options within a Hunt Group Profile that can be changed.
Profile, Addresses, Password, Voice Portal, Assign Services

Allow Call waiting on agents: Use this feature if you require the
agents to have more than one call at a time directed to them. Agents
must also have their Call Waiting feature in their user profile also
selected

The Group Policy options configure the call-distribution pattern for
incoming calls
A hunt group is itself a virtual user (the hunt group user) and you provision it with
many of the attributes a user has.
Use the Group – Hunt Group Add page to add the basic information for a new hunt
group.
1. On the Group – Services menu page
2. Click Hunt Group
3. Click Add
4. Type or select information for the hunt group. An asterisk (*) indicates required
data

Hunt Group ID: Enter an ID for the Hunt Group (The Hunt Group ID
must be between 6 and 80 characters long)

Name: Enter a name for the Hunt Group

Calling Line ID Last Name: Enter the Last Name Calling Line ID (this
will display when an incoming call displays on your handset)

Calling Line ID First Name: Enter the First Name Calling Line ID (this
will display when an incoming call displays on your handset)

Department: Select a Department from the drop down list if required

Select the Language, that is, the language in which service-specific
messages are played during calls to the hunt group. Default is English
(U.S. English) unless configured otherwise

Time Zone: Select the relevant Time Zone
Telstra IP Telephony Hunt Group Quick Reference Guide | October 2013
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TELSTRA IP TELEPHONY CUSTOMER GROUP ADMINISTRATOR
HUNT GROUP QUICK REFERENCE GUIDE
5. Click the button for the type of policy setup you want
Circular
Sends incoming calls to users according to their position
on a list. After a call has been sent to the last user on
the list, the next call is sent to the user at the top of the
list.
Regular
Sends incoming calls to the next available user in the
hunt group.
Simultaneous
Sends incoming calls to all user numbers at the same
time. Once the call has been answered, the remaining
calls to other users are released.
Uniform
Sends the current incoming call to the user who has
been idle the longest. After a user has answered a call,
they are moved to the bottom of the call queue.
Weighted Call
Distribution
Assigns calls randomly to users according to
percentages you assign on the Hunt Group – Weighted
Call Distribution page
1. The No Answer Settings configure how the service behaves if a user does not
answer a call
2. Type or select the data or check or uncheck a box. A checked box indicates a
feature is enabled
Waiting X seconds
Answered by any user after the specified number of
seconds to the phone number specified in the Calls
Forward to text box. This box accepts values from 0 to
7200 seconds (2 hours).
Calls Forward to
Calls not answered within the time specified by the
Forward call after waiting X seconds control are
transferred to the specified number. If this number is not
one assigned to the group, type the complete number: +
<country code> <national number>.
3. The Not Reachable Settings configure how the service behaves if the service is
unreachable
Enable Call
Forwarding Not
Reachable
Check this box to have the system pass incoming calls to
the defined number if the service in unreachable.
Calls Forward to
Calls are transferred to the specified number.
Make Hunt Group
busy when all
available agents
are not reachable
Check this box to have the system give busy tone when
all agents specified for the group are unreachable.
4. The Calling Line ID Settings configure how the service will display the CLID
Skip to next agent
after X rings
Check this box to have the system pass incoming
unanswered calls to the next user determined by the
current group policy after the specified number of rings.
Use the system
default CLID
configuration
Uses the settings defined at the system level (displayed in
parenthesis)
Forward call after
Check this box to forward calls that have not been
Customise the
To use the custom setting defined on this page and check
Telstra IP Telephony Hunt Group Quick Reference Guide | October 2013
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TELSTRA IP TELEPHONY CUSTOMER GROUP ADMINISTRATOR
HUNT GROUP QUICK REFERENCE GUIDE
CLID for this Hunt
Group
or uncheck Include the Hunt Group Name in the CLID
Use the Hunt Group – Profile menu page to add attributes for a new hunt group or
to modify attributes for a hunt group.
5. Assign users as members for the hunt group
6. To find a desired user, enter search criteria in the fields provided and click
Search. If your group is part of an enterprise, your hunt group may include any
user in the enterprise
7. On the Available Users column, select the users to be assigned. On a column,
you can select some or all of the items. Item names are listed in alphabetical
order. To select several items in sequential order, click the first name, hold
down the SHIFT key on the keyboard, and click the last name. To select
several items, but not in a particular order, click the names while holding down
the CTRL key on the keyboard
8. To assign the selected users, click Add>. To assign all users (unselected) at
once, click Add All>>
9. To save your changes Click Apply or OK
1. On the Group – Services menu page
1. On the Group – Services menu page
2. Click Hunt Group
3. Click Edit or any item on the row for the hunt group.
4. The Profile menu displays
Use the Hunt Group – Assign Services page to assign or unassign the services that
can be used by a hunt group user.
2. Click Hunt Group
3. Click Edit or any item on the row for a call center
4. Click Addresses
5. Select a Phone Number from the drop down list
Note: Once service/s have been assigned you will be required to access the
Hunt Group menu and configure the relevant services. Depending on the
services assigned they will appear under the Options menu in either
Incoming calls, Outgoing Calls or Call Control.
The Extension will be automatically populated
6. To save your changes Click Apply or OK
Telstra IP Telephony Hunt Group Quick Reference Guide | October 2013
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TELSTRA IP TELEPHONY CUSTOMER GROUP ADMINISTRATOR
HUNT GROUP QUICK REFERENCE GUIDE
To list all current hunt groups and to activate or deactivate a hunt group use the
Group – Hunt Group page. From this page, you can access the Profile menu page
for an existing hunt group. Use the Profile menu page to add or modify attributes
for a hunt group, for example, profile information or password
1. On the Group – Services menu page
2. Click Hunt Group
3. Click Edit or any item on the row for the hunt group
4. Click Assign Services
5. Assign services for the hunt group
On the Available Services column, select the services. On a column, you can
select some or all of the items. Item names are listed in alphabetical order. To
select several items in sequential order, click the first name, hold down the SHIFT
key on the keyboard, and click the last name. To select several items, but not in a
particular order, click the names while holding down the CTRL key on the
keyboard.
6. To assign the selected services - Click Add>. To assign all services
(unselected) at once, click Add All>>
To Unassign services - On the User Services column, select the services and
click Remove<. To unassign all services (unselected) at once, click Remove
All<<
7. To save your changes Click Apply or OK
1. On the Group – Services menu page
2. Click Hunt Group
3. To activate or deactivate a hunt group, check or uncheck the Active box for the
hunt group
4. Save your changes. Click Apply or OK
1. On the Group – Services menu page
2. Click Hunt Group
3. Click Edit or any item on the row for the hunt group
4. Click Profile
5. Click Delete.
The group and department settings for the Incoming Calling Plan, Outgoing Calling
Plan and the Outgoing digit Plan are automatically assigned to the hunt group when
it is added and can also be configured from this menu if required
Telstra IP Telephony Hunt Group Quick Reference Guide | October 2013
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