Nortel Compact ICS 7.1, Coordinator Manual

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N0130955 01 Compact ICS 7.1 System Coordinator Guide
Programming Hunt Groups
The Hunt Groups feature allows a group of Norstar or Business Series
Terminals) BST telephones to be called by a single directory number,
ensuring that calls are easily routed to the appropriate group.
Hunt Groups are used in situations where a group of people performing the
same task are required to answer a number of related phone queries. 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.
Hunt Groups can be used to route calls to a support service such as a Help
Line for a software company. Specialists dealing with Product A can be in
one group, and specialists dealing with Product B can be in another group.
Incoming calls hunt for the next available telephone in the group. If no
telephone is available, the call can be placed in a queue or routed to an
overflow set.
The Hunt Groups subheading in system programming is the area where
programming changes are made to the following:
• members of a group
• position of a group member
• what lines are assigned to a group
• how incoming calls are distributed
• how long the system looks for available members
The Incoming Line Group (ILG) functionality is now
accomplished through the Hunt Group feature. When
upgrading from a pre-Compact ICS 4.0 system to a
Compact ICS 7.1 system, any lines previously belonging
to an ILG are not automatically converted to broadcast
Hunt Groups. You must go in and program them to the
new feature.Please refer to ‘‘Assigning or unassigning
lines to a group’’ on page 168.