230Chapter 26 Using telephones for special features
Hunt groups
Use this feature to group your Contact Center operators so you can target specific types of calls to specific groups. As well, you can define how calls enter the group, so you can control workload based on operator requirements.
Programming: Besides the general line and telephone programming required for individual group members, “Hunt Group members and lines” on page 103 provides details about setting up hunt groups and hunt group features.
The operation of some features varies if the BCM telephone is part of a Hunt group. Table 60 shows the affected features.
Table 60 Hunt group feature operation
Feature | Description |
|
|
Call Forward All Calls | The system ignores Call Forward All Calls feature, and the Hunt group call rings at the |
| telephone. |
|
|
Call Forward No Answer | The system ignores Call Forward No Answer, and the Hunt group call continues to ring |
| until the hunt time expires. |
|
|
Call Forward on Busy | The system ignores Call Forward on Busy and the Hunt group call continues to ring until |
| the hunt time expires. |
|
|
Do not Disturb on Busy | If this feature is active, the set does not receive notification of incoming Hunt group calls. |
|
|
Group Pickup | If a set is part of a Hunt group and a call pickup group, then an incoming Hunt group call |
| can be picked up from any set that is in the call pickup group. |
|
|
Transfer via Hold | The system supports transfer for Hunt group sets. However, you cannot Transfer by |
| using Hold. Once you answer a call on a Hunt group set, the Hunt group notification |
| disappears from all other sets in the Hunt group. |
|
|
Priority Call | You cannot make Priority calls to Hunt group DNs. |
|
|
Ring Again | You cannot use Ring Again when calling a Hunt group DN. |
|
|
Line Redirection | The Allow redirect attribute must be selected for DNs assigned to Hunt groups. For more |
| information, see “Capabilities and Preferences - Capabilities tab” on page 52. |
|
|
Page Zones | You cannot include Hunt group DNs in a Page zone. |
|
|
Voice Call | Hunt groups cannot accept voice calls. Answer buttons have no appearances for voice |
| calls, and the set does not ring. |
|
|
Ringing groups
If you set up call scheduling on the system, you can define groups of telephones into ring groups. This allows you to specify schedules where Trunk Answer can be used within the ring group to answer incoming calls, even on telephones that do not have that line specifically assigned. You can also define a second direct dial set for a ringing group.
For details about setting up ringing groups, refer to “Creating ring groups” on page 95.
For information about using schedules, refer to “Using the control telephone” on page 226.
