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A call center is a general term that refers to any system that accepts incoming calls to a
site, ensures that those calls are sent to the proper destination within the site, and
manages database records on call activity and distribution. The call center can be used,
for example, as a help desk, a reservations counter, an information hotline, or a
customer service center.
Incoming calls that arrive at your company can go either to:
Your extension and the call coverage point you have set up (see
Configuring a Call
Coverage Point).
A hunt group that follows the call coverage path assigned by an administrator for that
group.
A hunt group is a group of VCX telephone extensions that are configured under a virtual
extension. An incoming call to the virtual extension rings on the telephone of one hunt
group member. If that member’s telephone is in use, or if that member does not answer
the call, the system “hunts” for another member of the group until the call is answered or
is forwarded to the group call coverage point. For example, if there are no available
members of the hunt group, the call might be forwarded to a group mailbox or to the
receptionist. In addition, hunt group members can be in a distributed environment
across multiple sites in the enterprise.
An administrator can configure a hunt group in which all members are fax machines.
Incoming faxes are routed to an available fax machine. Depending on the type of hunt
group configured, if no fax machine is available, pending faxes may be queued until a
machine becomes available or they may be sent to the call coverage point.
The method used to hunt for an available hunt group member is determined by an
administrator-configured call coverage pattern for that group. Pattern types include
linear, circular, and calling groups. These patterns are described in
Hunt Group Types
.
If you dial a hunt group number using SA1, and then press the SA1 button while the call
is ringing the hunt group number, the hunt group call does not disconnect. To
disconnect a call while dialing a hunt group, press the hook switch or hang up the
phone.
If you are a member of a hunt group, your administrator should provide the following
information:
The type of hunt group to which you belong. The hunt group type determines the
ringing pattern followed by incoming calls. See
Hunt Group Types
.
Your hunt group number. You need this number to log in to the hunt group. You must be
logged in to receive calls directed to the hunt group. See
Logging In to a Hunt Group.
You can be a member of, and logged in to, multiple hunt groups, which may be of
different hunt group types.
As a hunt group member, you should also be aware of how hunt group calls work with other
VCX telephone features, such as call conferencing. See
Hunt Group Interaction With
Other Features
.
