Members Of The Group; Distribution Mode - Nortel Enterprise Edge 2.0 Manual

82 Hunt Groups

Members of the group

Members of the group can be any Enterprise Edge set, or portable. An Enterprise
Edge set can be in more than one Hunt Group and considered a member in each
Hunt Group, increasing the total number of members in the system.
There is only one appearance of the same Hunt Group on a set. Hunt Group DNs
cannot be members of other Hunt Groups. A DN can be related with a member of a
Hunt Group and is called a member DN.

Distribution mode

There are three modes of call distribution:
• Broadcast—rings every set in the group at the same time. Calls are handled one
at a time; other calls put in a queue. When a call is picked up, the call next in the
queue is shown to the Hunt Group without having to wait for queue time-out.
In Broadcast mode, a single incoming call rings at the same time at all the sets
in a group. This way, all the attendants in the group can share the load of
answering large volumes of calls. All sets automatically display the calling line
identification (CLID), if available. A known example is a fund raising campaign
where a group of operators are waiting to take each call as it comes in.
• Linear—starts the call at the first set in the Hunt Group and distribution is
complete when the first free set is found. Simultaneous calls be shown.
Distribution is order based.
In Linear mode, you can program your top salesperson to be the first member
of the group to receive incoming calls.
• Rotary—the call starts at the set after the one which answered the last call.
Distribution is complete when the next free set is found. Simultaneous calls can
be shown. Distribution is order based.
In Rotary mode, you can ensure that all your helpline people are receiving calls
on an equal basis, instead of one person receiving the most of the calls. The call
rings at one set at a time in a round robin way.
If a Hunt Group has available members but no one answers the call, the call routes
through the Hunt Group list until either a person answers the call or the queue time-
out occurs. In the second case, the call routes to the overflow position. After a call
goes to the overflow position it is no longer a Hunt Group call.
For information about Hunt Groups and software packaging, see the Enterprise
Edge 2.0 Programming Operations Guide.
Enterprise Edge 2.0 Feature Programming Telephone Guide P0911589 Issue 03