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Hunt group also known as line hunting, ring group allow for calls to a single number to be distributed to more than one destination to ring at once. Destinations are organized into levels and several destinations can be associated to single level.
How hunt group/line hunting works?
Within a hunt group, destinations are arranged into levels. All destinations within a level are rung at once. The first destination to answer hears the caller, and the others stop ringing (unlike page groups). If no destinations answer, they stop ringing, all destinations in the next level are rung, and so on
In a hunt group you designate an order of users to ring. Every time a call is routed to the hunt group, system will ring each user according to your pre-determined order of users. The telephony portal allows for administrator to manage the call flow in real time.
Process flow: Single number - > hunt group - > add destinations at different levels
Selecting destination
Destination – where the calls ends up i.e. any telephone that is part of the queue, can also be an external number (cell phone, home phone)
The order to try hunt group destinations can be linear or circular. Smart options are also available where the system attempts to call the last answered from the list of destinations prior to following the behavior selected.
A single priority level can contain multiple destinations i.e. a single call will ring on multiple phones and depending on who answers first the call will be disconnected for the others.
Since the numbers of rings are specified in seconds each level is attempted at different intervals based on the prior level result. If there is no answer when calling destination at the first level the call returns to the queue and attempts the next levels.
Call recording
calls can be recorded for quality assurance or verification purposes. The recordings will be available for download via the telephony portal
Call screening
Optional feature in hunt group is that it can be configured so destination has the choice whether to accept or reject calls even when part of the queue. For instance, when in the middle of another task the user at the destination can hang up or press ‘1’ to accept the call. The Queue administrator can enable this feature so that system will announce caller ID or caller name to user at destination
Music on hold
Music is played to callers while they wait to be answered. This music could be customized to include promotional material.
Custom Message while attempting different levels
This custom recording, if uploaded is repeated at specified intervals to the caller. For instance “Thank you for your patience, please wait while your call is held in sequence”. When attempting the second level could say "Your call is important to us, please hold"
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