Calling Group Hunt Type - AT&T MERLIN LEGEND MLX-20L Supervisor Manual

Features

Calling Group Hunt Type

Calling group hunting distributes calls to agents in a calling
group. Each agent is assigned a position within the calling
group. For example, the first agent telephone is assigned
position 01, the second agent telephone is assigned position
02, and so on. As incoming calls arrive for the calling group,
the system searches for an available agent using the position
numbers assigned to the agents.
An agent is considered available if all the following conditions
are met:
Telephone is signed into the calling group (available
status).
Telephone handset is down and speakerphone is off.
Telephone is not ringing or active on another call.
Telephone does not have a call on hold, uinless it's on
hold for transfer.
Telephone is not in programming mode.
An SA or ICOM button is available to receive calls.
Do Not Disturb feature is not activated.
There are two kinds of hunting for distributing calls within a
calling group:
Circular hunting distributes calls to agents in
sequential order. This method is the most common
and is used when all agents have the same
responsibilities for handling calls.
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Calling Group Hunt Type