Hunt Groups | 73 |
A call center is a general term that refers to any system that accepts incoming calls to a site, ensures that those calls are sent to the proper destination within the site, and manages database records on call activity and distribution. The call center can be used, for example, as a help desk, a reservations counter, an information hotline, or a customer service center.
Incoming calls that arrive at your company can go either to:
■Your extension and the call coverage point you have set up (see Configuring a Call Coverage Point).
■A hunt group that follows the call coverage path assigned by an administrator for that group.
A hunt group is a group of VCX phone extensions that are configured under a virtual extension. An incoming call to the virtual extension rings on the phone of one hunt group member. If that member’s telephone is in use, or if that member does not answer the call, the system “hunts” for another member of the group until the call is answered or is forwarded to the group call coverage point. For example, if there are no available members of the hunt group, the call might be forwarded to a group mailbox or to the receptionist.
An administrator can configure a hunt group in which all members are fax machines. Incoming faxes are routed to an available fax machine. Depending on the type of hunt group configured, if no fax machine is available, pending faxes may be queued until a machine becomes available or they may be sent to the call coverage point.
The method used to hunt for an available hunt group member is determined by an
If you are a member of a hunt group, your administrator should provide the following information:
■The type of hunt group to which you belong. The hunt group type determines the ringing pattern followed by incoming calls. See Hunt Group Types.
■Your hunt group number. You need this number to log in to the hunt group. You must be logged in to receive calls directed to the hunt group. See Logging In to a Hunt Group.
