Avaya Communication Manager Administrator's Manual page 1570

Feature Reference
Hunt groups
All hunt-group members are busy. A call enters the queue as the fifth call, which causes the queue
warning level lamp to light. Hunt-group members see the lamp and try to quickly complete their present
calls. Meanwhile, the call waits in the queue for 20 seconds and hears the recorded announcement. When
a hunt-group member becomes available, the first call in queue connects to that group member. The
queue warning-level lamp turns off because the number of calls in queue fell to four.
How hunt group extensions become
unavailable
An extension in a hunt group becomes unavailable to receive calls if the hunt group member is already
handling a call. This rule is true even if the call is not a hunt-group call and even if the extension's phone
is a multiappearance phone.
An extension also becomes unavailable if the member presses one of the following buttons:
•
Hunt Group Busy
•
Send All Calls
•
Call Forwarding All Calls
NOTE:
If a member is also an ACD agent, pressing the AUX work button also makes the member
unavailable. On the other hand, if an agent presses the
system considers the agent to be available and still will queue calls.
•
Hunt Group member dials the Hunt Group Busy Activate feature access code
Hunt Group Busy
If you turn on the Hunt Group Busy option, a hunt group member can dial the Hunt Group Busy code
followed by the hunt group number. The extension is unavailable for calls until the group member dials
the Hunt Group Busy deactivation code or presses the button again.
If the last available member of a hunt group tries to activate the Hunt Group Busy option, the following
occurs:
•
New calls to the hunt group receive busy tone or go to coverage.
•
Calls already in the queue continue to route to the last available extension.
•
When the queue is empty, Hunt Group Busy activates. At the last available extension, the status
lamp associated with the Auxiliary Work button, if provided, flashes until the queue is empty.
When no more calls remain in the queue, Hunt Group Busy activates and the status lamp, if
provided, lights steadily.
NOTE:
If an extension is an ACD split agent as well as a hunt-group member, the split agent
normally has an AUX-work button that also activates/deactivates Hunt Group Busy. If an
agent is the last available member and they push AUX-work, the button's light flashes
until the queue is empty. This means the agent is still available. When the queue finally
empties, the button lights steadily and Hunt Group Busy takes effect.
1570 Administrator's Guide for Avaya Communication Manager
(after call work) button, the
ACW
November 2003