As a company administrator within the Hosted PBX system you have the ability to establish a variety of hunt groups to route calls to multiple locations when an incoming call is made. Each user will be called in the order of the group until a free user is reached.
Circular – sends the incoming calls to users according to their position in the list. After a call has been answered the next call will be answered by the person following the user who answered the call even if this is at the top of the list
Regular – sends the incoming call to the next available user in the hunt group. Regular hunt groups will restart from the 1st member of the group when a new call is delivered.
Simultaneous – sends incoming calls to all users in the group at the same time. Once the call has been answered, the remaining calls to the other users will be released.
Uniform – sends the incoming call to the user who has been idle the longest. After a user has answered a call they move to the bottom of the queue.
Weighted – sends the incoming call to the users according to a percentage you assign with the Hosted PBX system.
How do I setup a Hunt Group?
As a company administrator you have the ability to setup a Hunt Group of your choice.
Within this section you can click on the “Create a New Hunt Group” button which will prompt you to allocate the hunt group to a site, as well as defining a name and username. Finally on this first page you’ll be asked to confirm what Calling Name should be presented when the call is delivered to the users, i.e. Sales Hunt Group.
Clicking on the “Continue” button after completing this form will then prompt you to confirm what type of hunt group you’d like to apply, along with also how you’d like to manage the calls if all users are busy or on the phone.
If you choose to enable “Call Waiting” on your hunt group then the caller will hear continuous ringtone until the call is answered. Within the system the call will continue to route around the hunt group setup until a free agent comes available. A time limit of 3 minutes is applied to this feature, therefore if the call is not answered within this timeframe the caller will be cut off. At present the only way to forward the call is to use the “Forward Call” option and define this to the maximum limit you would want people to hold till forwarding to another number.
Once you have setup your hunt group then clicking on the “Continue” button will allow you to define the users who are to be part of this hunt group, through searching for them and clicking on “Add Selected” to move them over to the main view.
To change the order of the users and who is at the top of the list for certain “Hunt Group Types” you can simply click on a user and drag them into the position you require, or if you would like to remove them from the list click on the white cross.
If you select a weighted hunt group then rather than displaying the list of users to set a priority, we will display a set of sliders so that you can set the % for each user. The total always needs to add up to 100%.
Once you have set either the priority or the % for your hunt group you can click on the “Continue” button to go to the final page of assigning a number for the hunt group as well as an extension for internal call routing.