Nortel Networks PO937240 02 manual Members of the group, Distribution mode

94 Chapter 10 Hunt Groups

Members of the group

Members of the group can be any telephones in the system or portable telephones. Each telephone can be in more than one Hunt Group, and considered a member in each Hunt Group, increasing the total number of members in the system.

There is only one appearance of the same Hunt Group on a set. Hunt Group extension numbers cannot be members of other Hunt Groups. An extension number can be related with a member of a Hunt Group and is called a member extension number.

Distribution mode

There are three modes of call distribution:

•Broadcast—rings every set in the group at the same time. Calls are handled one at a time; other calls are put in a queue. When a call is picked up, the call next in the queue is shown to the Hunt Group without having to wait for queue time-out.

In Broadcast mode you can program all the attendants in the group to share the load of answering large volumes of calls. All sets automatically display the calling line identification (CLID), if available. A known example is a fund raising campaign where a group of operators are waiting to take each call as it comes in.

•Sequential—starts the call at the first set in the Hunt Group and distribution is complete when the first free set is found. Simultaneous calls can be shown. Distribution is order based.

In Sequential mode, you can program your top salesperson to be the first member of the group to receive incoming calls.

•Rotary (Cyclic)—the call starts at the set after the one which answered the last call. Distribution is complete when the next free set is found. Simultaneous calls can be shown. Distribution is order based.

In Rotary (Cyclic) mode, you can ensure that all your help line people receive calls on an equal basis, instead of one person receiving most of the calls. The call rings at one set at a time in a rotation.

If a Hunt Group has available members but no one answers the call, the call routes through the Hunt Group list until either a person answers the call or the queue time-out occurs. In the second case, the call routes to the overflow position. After a call goes to the overflow position it is no longer a Hunt Group call.

For information about Hunt Groups, see the Business Communications Manager Programming Operations Guide.

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