Mitel
®
Single-Line Phone User Guide – Issue 13, September 2009
Page 23
Hunt Groups
Hunt Groups
This chapter describes what Hunt Groups are and how to use them.
UCD and ACD Hunt Groups
Hunt groups are groups of internal parties (agents) who share a common (hunt group)
extension number. Calls can either be placed to the hunt group (using the hunt group extension
number) or to a specific agent (using the agent’s extension number). Hunt groups are
programmed by the system administrator.
Hunt Group Calls Enabled/Disabled
If you are a member of a hunt group, you can enable or halt hunt group calls to your extension.
To turn on or off hunt group calls:
Lift the handset, and then dial 324.
Hunt groups types are either “UCD” or “ACD.”
•
UCD Hunt Groups: Uniform Call Distribution (UCD) agents do not log in to the hunt group
to receive calls.
•
ACD Hunt Groups: Automatic Call Distribution (ACD) agents log in to the ACD hunt group
to receive calls. The system distributes calls to ACD hunt groups as follows:
o
Agent IDs: Each agent is assigned an Agent ID number for logging in to the hunt group
(see the next section). Hunt group calls are distributed to logged-in agents according to
their Agent ID number instead of their extension number. Agents can log in to any ACD
hunt group phone.
o
Extensions: Hunt group members do not use Agent IDs, and calls are distributed to
phones where the agents are logged in.
Logging in to ACD Hunt Groups
Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent
receives calls through the ACD hunt group. When the agent is logged out, calls to that ACD
hunt group bypass the agent.
To log in to or out of all ACD hunt groups in which you are a member:
Lift the handset, and then dial 328. This feature code acts as a toggle. If you are already
logged in, you hear a single tone.