Nortel Networks Modular ICS 4.0 manual Programming Hunt Groups

Programming Hunt Groups

The Hunt Groups feature allows a group of Norstar sets 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 to Modular ICS 4.0 any lines previously belonging to an ILG are not automatically converted to broadcast Hunt Groups, they must be programmed. Please refer to “Assigning or unassigning lines to a group” on page 138.

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 set in the group. If no set 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:

P0881591 Issue 01 Modular ICS 4.0 System Coordinator Guide