Hunt groups connect a set of phone numbers together into a group that can be called from one selected "lead" number. The calls are then redistributed around the group according to the hunt group configuration.
Note: Having hunt groups is especially useful for teams such as Sales or Support, where any user of a particular type can answer incoming calls and having the calls distributed across the users allows them to be handled as efficiently as possible.
Create a hunt group
Before you begin
Activate a new phone number that will act as the dedicated lead number to the hunt group.
Identify the phone numbers that should be added to the hunt group. These are the numbers that calls to the lead number will be redistributed to.
Creating the hunt group
At the top-right of the page, click Request a telephony configuration change > Hunt group.
The Raise a case dialog box opens. All fields apart from the description are pre-populated with appropriate details.In the Description field, specify the hunt group settings:
For more information, see Hunt group settings.Name the hunt group.
Specify the phone number that should be used as the lead number for the hunt group.
Indicate the hunt group type; one of Regular, Circular, Simultaneous, or Uniform.
If it is not a simultaneous hunt group, specify the number of rings (number of times each phone should ring) before moving on to the next number in the group.
Specify the call forwarding options; that is, what should happen when the line is busy or not answered.
List the phone numbers that should be included in the hunt group.
Note: IVR numbers cannot be added to a hunt group.
Click Submit.
A case is raised. After a short delay, you will receive an email notification indicating details of the case and its case ID.
Once your hunt group is set up, essensys will contact you.
Testing your hunt group
Call the lead phone number of the hunt group.
Check that the correct numbers are ringing according to your selected hunt group type.
What's next?
You can forward calls to the lead number for the hunt group:
If the occupier / operator has a main number, you can configure the main number settings to forward calls to the hunt group in selected circumstances.
If the occupier / operator has an IVR, you can configure the IVR to forward calls to the hunt group on selecting particular options.
Hunt group settings
Name | Description |
Hunt group name | Specify a descriptive name for your hunt group, such as Sales or Support. |
Lead phone number | The phone number that should be the lead number for this hunt group. That is, the number that a user calls for their call to be distributed to the numbers in the hunt group. |
Hunt group type | The type of hunt group this is. Can be one of:
|
Number of rings | The number of times that each phone rings before the call moves on to the next phone number in the group. Note: Not required for a simultaneous hunt group type. |
Call forwarding: Not answered | The number to forward calls to when the call is not answered by any of the callers.
Configuration: When setting up this number, you should supply:
Tip: You can forward the call to voicemail by specifying a forwarding number of *55<phone number>. Where <phone number> is the full DDI without the leading 0. |
Call forwarding: Busy | The number to forward calls to when the first call forward is busy. You can also send these calls directly to voicemail using the *55 prefix. |
List of phone numbers (Ordered list) | The phone numbers included in the hunt group. The order of the list is important for Regular, Circular, and Uniform hunt groups, as it indicates the order that lines should be used in. |