Programming Hunt Groups - Nortel Norstar System Administration Manual

120 Programming Hunt groups

Programming Hunt Groups
Compact Plus System Administration Guide
Establish hunt groups in your system to allow incoming calls to
reach a group of extensions. The hunt groups feature allows you
to call a group of extensions with a single directory number.
Hunt groups are used in situations where a group of people
performing the same task are required to answer a number of
related telephone queries. Some typical uses of hunt groups are:
• a sales department answering questions on product prices,
availability etc.
• a support department answering questions concerning the
operation of a product
• an emergency department answering calls for help
A company with support services for different products may want
to have a hunt group dedicated to each product. Support
personnel handling Product A can be in one group, and support
personnel handling Product B can be in another group. Incoming
calls look for the next available extension in the group. If no
extension is available, the hunt groups feature places the call in a
queue or routes it to an overflow extension.
Under the hunt groups sub-heading, you programme:
• members of a group
• member position in a group
• the lines assigned to a group
• the distribution of incoming calls
• the length of time the system looks for available agents before
sending the call to the overflow position
• how the system handles calls if all agents are busy
Note: Do not programme videophones as members of a hunt
group. Hunt groups allow one B channel connection at a
time and videophones use two B channels.
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