Nortel BCM 3.7, Manual

Page: 578 / 1004

578 How to use Hunt groups
N0008589 3.3
How to use Hunt groups
You can use hunt groups to route calls to a support service such as a Help Line for a software
company. For example, specialists handling Product A can be in one group, and specialists
handling Product B can be in another group. Incoming calls hunt for the next available set in the
group. If no set is available, the system places the call in a queue or the call gets routed to an
overflow set.
Some typical uses of Hunt groups are:
• a sales department answering questions on product prices or availability
• a support department answering questions concerning the operation of a product
• an emergency department answering calls for help
Each Hunt Group has its own unique system DN that can be called from any set on the same
system. When the Hunt group DN is called, the incoming call is treated in the same fashion as calls
received from outside lines.
A Hunt group can receive a call in one of two ways:
• from one of the lines assigned to the Hunt group
• from an internal system call to the Hunt group DN
Hunt group tips:
Some of the things you need to note about Hunt group programming:
• calls on queue provide Ringback only (no on-hold music or tones)
• ensure the General Settings, Timers, Transfer Callback Timer is set correctly for Hunt
group configuration. Refer to “Setting system timers” on page 479 .
• Do not program videophones as members of a Hunt group. Hunt groups allow one B channel
connection at a time and videophones use two B-channel
s .
• Hunt group DNs cannot be assigned as an auto dial on a Key Indicator Module (KIM),
attached to a 7316E digital phone.