Hunt Groups; Chapter 11 Hunt Groups - Nortel Enterprise Edge 2.0 Manual

Hunt Groups

The Hunt Groups feature allows for access to a group of Enterprise Edge sets with
a single directory number ensuring that calls easily route to the appropriate group.
Hunt Groups are used in conditions where a group of people performing the same
task answer a number of related telephone queries. Some typical uses of Hunt
Groups are:
• a sales department answering questions on product prices or availability
• a support department answering questions describing the operation of a product
• an emergency department answering calls for help.
As an example, consider Hunt Groups that route calls to a support service such as a
Help Line for a software company. 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 call is placed
in a queue or routed to an overflow set.
You need to start a Unified Manager session to program this feature. For more
information about programming using the Unified Manager, see the Enterprise
Edge 2.0 Programming Operations Guide.
You can make the programming changes to the following Hunt Group settings:
• members of a group and member position in a group
• line assigned to a group
• how incoming calls are distributed
• how long the system looks for available members
• where a call goes if all members are busy
Features impacted by Hunt Groups include:
• Call Forward All Calls
• Call Forward No Answer
• Call Forward on Busy
• Group Pickup
• Transfer via Hold
• Priority Call
• Line Redirection
• Page Zones
• Voice Call
P0911589 Issue 03 Enterprise Edge 2.0 Feature Programming Telephone Guide
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