Handling Incoming Calls
Managing Hunt Groups
Administrator’s Guide for Avaya Communication Manager
193
November 2003
Managing Hunt Groups
This section shows you how to set up hunt groups. It explains how calls to a hunt group are handled and
shows you different call distribution methods.
What are hunt groups?
A hunt group is a group of extensions that receive calls according to the call distribution method you
choose. When a call is made to a certain phone number, the system connects the call to an extension in the
group.
Use hunt groups when you want more than one person to be able to answer calls to the same number. For
example, set up a hunt group for:
•
a benefits department within your company
•
a travel reservations service
Setting up hunt groups
Let us set up a hunt group for an internal helpline. Before making changes to Communication Manager,
we’ll decide:
•
the phone number for the hunt group
•
the number of people answering calls
•
the way calls are answered
Our dial plan allows 4-digit internal numbers that begin with 1. The number 1200 is not in use. So, we’ll
set up a helpline hunt group so anyone within the company can call extension 1200 for help with a phone.
We will assign 3 people (agents) and their extensions to our helpline. We want calls to go to the first
available person.