Altigen ACC 6.7, Administration Manual

Page: 268 / 462

Chapter 19: Hunt Group Configuration
254 MAXCS ACC 6.7 Administration Manual
•
Extension - take the call out of the hunt group and forward it to an extension.
•
Group - take the call out of hunt group and forward it to another group.
•
Group Voice Mail - transfer the caller to the hunt group voice mail when the first
available agent does not answer the call.
• Member Voice Mail - transfer the caller to the first available agent's voice mail if
this agent does not answer the call.
•
AA - take the call out of the hunt group and forward it to an auto attendant.
•
Line Park - take the call out of the hunt group and forward it to a Line Park group.
If you select Ring All Available Members in the Intra Group Call Distribution section,
then specify the Number of Rings before Handling , using the scroll box beside that
option. The number of rings is the total number of times agents are rung before the call
is handled by the Group RNA/Logout Handling configuration
Setting a Hunt Group’s Call Distribution Rule
The Call Handling tab in the Huntgroup Configuration window lets you set the
distribution of normal inbound calls to group members, using one of the following three
options:
•
Ring First Available Member —first available extension in a hunt group. For
example, if there are three member extensions in a hunt group, the call is always
sent to the
first member configured in the hunt group. If this member is busy, the
call goes to the second member configured and so forth.
• Ring Next Available Member —a round-robin method that attempts to evenly
distribute calls among the group members. This method sends the call to the next
member configured in a hunt group (regardless of whether the previous member is
busy or not). In other words, if the previous call was sent to #3 in the group, the
present call is sent to #4, if #4 is not busy.
• Ring All Available Members —all extensions in a hunt group.
Note: When this option is enabled, a single hunt group can have no more than 20
members.
In addition, calls to the hunt group with this option enabled have higher
priority than other hunt group calls. Therefore, if an agent belongs to multiple
hunt groups, one of which has this option enabled, a call to that hunt group
will be distributed before others, regardless of its Wait Time in the queue.
In addition, if you check the Enable Single Call Handling for Agent check box, the
system will not send calls to an agent who puts a call on hold. If this option is not
checked, the system will distribute calls to the agent even if the agent has a call on hold.
In other words, this configuration determines if an agent can get multiple hunt group
calls or not.
Handling Calls when Group Members Are RNA/Logged Out
You can set calls to forward to a specified destination when all group members either do
not answer the call (RNA) or are logged out. To do so, in the
GroupRNA/Logout
Handling section of the Call Handling tab, check the Enable Forward to check box,
and select a destination from the drop-down list. The forwarding options are the same
as for “Forwarding All Calls” on page 253.