Introduction to Hunt Groups
Hunt Groups are used to ring specific groups of users in a pre-determined pattern within or across locations when a call is made to the Hunt Group telephone number.
When your service is set up, Hunt Groups are assigned default settings. For more information on setting up Hunt Groups, please refer to this guide. The following Hunt Group items can be modified within the Calling Admin Portal:
- Hunt Group Profile information.
- User assignments.
- Your settings for Call Distribution, Call Forwarding, and Business Continuity.
Set Up a Hunt Group
Once your Hunt Group is set up in Control Hub, you can manage it following the instructions below. If your Hunt Group is not already set up, refer to Set Up a Hunt Group for more information.
Modify the Hunt Group Profile
- From Control Hub, select the Calling tab from the left-hand navigation, and then select Features from the top, right menu.
- Select Hunt Group from the top menu. A list of your Hunt Groups will appear.
- Select Edit on the Hunt Group profile you would like to modify.
- The Calling Admin Portal will open on the Edit Hunt Group page.
- By default, the Hunt Group Name field will be populated with the Hunt Group phone number. You can change the name to something more descriptive. For example, it could represent a description of the users that assigned to the group (e.g. Sales, Customer Service, etc.)
- Enter the Caller ID label. By default, the system prefixes the Hunt Group inbound caller ID with the defined Caller ID name. For example: “Sales.” The System Label, which is made up of the Caller ID Name and the name of the caller, will be presented to a User when receiving a call from the Hunt Group. For example, if the Caller ID Name is modified to “Sales” and “John Smith” is the caller, the label would appear as “Sales – John Smith.”
- Modify the Extension assigned to the group, if applicable. By default, the extension is populated with the last four digits of the Lead Number.
Note: There are no restrictions on the length of your Caller ID name, but because of some Caller ID space limitations, it’s best to keep it short.
The Alternate Numbers feature allows you to assign multiple phone numbers or extensions to a Hunt Group. Each number will reach the same greeting and each menu will function identically to the main number. The Alternate numbers option enables you to have up to ten (10) phone numbers ring in to the Hunt Group.
- To add an alternate number, select from the Find Phone Number search bar.
- If you would like to enable the distinctive ringing feature, select the checkbox next to Use distinctive ringing. This allows you to audibly differentiate calls coming from particular numbers.
- If distinctive ringing is enabled, select the unique ring tone next to the phone number you would like to assign that ringing to.
- Select Save to save your changes.
Assigning the Call Routing Policy
Call Routing defines ring patterns establishing the order in which calls are delivered to the users in the Hunt Group.
- To configure, select how you would like phones to ring. Options include:
- All at once – Rings all users’ phones at the same time.
- One at a time – Rings all users one at a time. If you select this option, select how you want the calls distributed. Choose from the following options:
- Top Down – Ring the users one-at-a-time, always starting with the same user and ringing in the same order. The user configured at the top of the “Assigned” list will ring first, followed by the users listed beneath, in sequential order.
- Circular – Ring the users one-at-a-time, always ringing the users in the same order. The order of the users in the “Assigned” list represents the order in which the users’ phones will ring, beginning with the individual that follows the last User receiving a Hunt Group call.
- Longest Idle – Ring the user who has been idle (i.e., not on a hunt group call) the longest.
- Weighted – Route calls to users based on their pre-configured weight (percentage) assignments. If this option is selected, you must assign weights to the users. Use the slider to assign the percentages. The percentages must equal 100%. Users assigned a 0% weight will only receive calls if all other users are busy. Click Apply to save these changes.
Configure Hunt Group Forwarding Settings
Hunt Group Forwarding settings are used to forward calls if none of the Hunt Group members is available to answer an incoming call.
- Check Forward after a set number of rings to enable forwarding if no one answers and enter the number of rings before forwarding. This is the total number of rings for all hunt group users.
- Next, select where you want calls forwarded: Internal, External or Extension.
- Internal Number – Select the internal number from the drop-down list.
- External Number – Enter the phone number of the external destination.
- Extension – Enter the extension. Check the Send to voicemail option to send calls to voice mail after the set number of rings. Note: The Send to voicemail option is only applicable for Extensions.
Configure Business Continuity Settings
Hunt Group Business Continuity settings are used to forward calls if users within the Hunt Group cannot be reached. For example, if your office loses network connectivity, Business Continuity settings will be activated. A Hunt Group is busy when all users in the Hunt Group are on a call and there is no call waiting. If Call Waiting is enabled and every user has four active calls, that Hunt Group is busy.
- Check Divert calls when unreachable and enter a number you want calls forwarded if users in the Hunt Group are not reachable (e.g., phone not connected to network) or the Hunt Group is busy.
- Click Save.
Assigning Users to the Hunt Group
Finally, assign available users to the Hunt Group on the Phones tab. To assign users, follow these steps:
- You can assign users across different locations within your organization. Select the location with the user(s) you would like to assign from the Find Location drop-down box.
- Select the Find and Assign search box and select an available user from the drop-down menu.
Note: The order the users are listed is important if the Call Routing Policy is configured to Circular or Top Down.
Copyright© 2018 Cisco Systems, Inc. All rights reserved.