Avaya Communication Manager Administrator's Manual page 1568

Feature Reference
Hunt groups
Direct
department
calling
Uniform call
distribution
Circular
NOTE:
Expert Agent Selection uses uniform call distribution and expert agent distribution. See
Avaya Communication Manager Contact Center Guide to ACD Contact Centers.
Hunt group queues
You can set up a queue for a hunt group. When all extensions in the group are busy, calls wait in queue for
the next available extension. You determine how many calls can wait in queue by setting the queue
length.
If all hunt-group members are unavailable or the queue is full, the system treats the call as follows:
•
If the call is internal or is carried on a DID, DS1, or tie trunk, the caller hears busy tone.
•
If the call is on a central office trunk, the caller hears ringing, but gets no answer.
•
If the hunt group has call coverage, the system sends the call to a coverage point.
See How hunt group extensions become unavailable
Queue warning level
You can set up a queue warning level and an associated queue warning indicator lamp. When the queue
reaches this level, the lamp lights and remains lit until the queue drops below this level. You can have one
lamp for each hunt-group queue. Install the lamp so the members of the hunt group can see it.
Call coverage
You can set up call coverage for a hunt group. Then, if a hunt-group queue is full, the system sends new
calls to the coverage point.
If a call goes into a hunt group queue, it stays in queue for the Coverage Don't Answer interval, then
redirects to the coverage point. A call coverage point can be another hunt group.
1568
The system hunts for an available extension in the hunt group, always starting
with the first extension in the group. If the first extension is busy, the system
checks the second extension. If the second extension is busy, the system checks
the third, and so on. When an extension is available, the system rings that
extension to connect the call.
The system hunts for the extension that has been available for the longest time.
The system then rings that extension to connect the call. This type of hunting
provides the most equitable distribution of calls. Also, this type of hunting is
required for a modem pool, data-line circuit ports, and data modules.
Enter circ when a call should be routed in a "round-robin" order. The order in
which participating extensions are administered is the order in which calls are
directed. Communication Manager keeps track of the last extension in the hunt
group to which a call was connected. The next call terminating on the hunt
group is offered to the next station in the list, independent of how long that
station has been idle. Communication Manager does not start searching at the
same place each time.
Administrator's Guide for Avaya Communication Manager
on page 1570.
November 2003