Nortel Networks 6.1 manual Programming Hunt Groups

Programming Hunt Groups

The Hunt Groups feature allows a group of Norstar or Business Series Terminals) BST telephones to be called by a single directory number, ensuring that calls are easily routed to the appropriate group.

The Incoming Line Group (ILG) functionality is now accomplished through the Hunt Group feature. When upgrading from a pre-Compact ICS 4.0 system to a Compact ICS 6.1 system, any lines previously belonging to an ILG are not automatically converted to broadcast Hunt Groups. You must go in and program them to the new feature.Please refer to ‘‘Assigning or unassigning lines to a group’’ on page 174.

Hunt Groups are used in situations where a group of people performing the same task are required to answer a number of related phone queries. Some typical uses of Hunt Groups are:

•a sales department answering questions on product prices or availability

•a support department answering questions concerning the operation of a product

•an emergency department answering calls for help.

Hunt Groups can be used to route calls to a support service such as a Help Line for a software company. Specialists dealing with Product A can be in one group, and specialists dealing with Product B can be in another group. Incoming calls hunt for the next available telephone in the group. If no telephone is available, the call can be placed in a queue or routed to an overflow set.

The Hunt Groups subheading in system programming is the area where programming changes are made to the following:

•members of a group

•position of a group member

•what lines are assigned to a group

•how incoming calls are distributed

•how long the system looks for available members

P0603544 02 Compact ICS 6.1 System Coordinator Guide