3Com V7000 User Manual
Page 73
Hunt Groups
73
A call center is a general term that refers to any system that accepts
incoming calls to a site, ensures that those calls are sent to the proper
destination within the site, and manages database records on call activity
and distribution. The call center can be used, for example, as a help desk,
a reservations counter, an information hotline, or a customer service
center.
Incoming calls that arrive at your company can go either to:
■
Your extension and the call coverage point you have set up (see
Configuring a Call Coverage Point
).
■
A hunt group that follows the call coverage path assigned by an
administrator for that group.
A hunt group is a group of VCX phone extensions that are configured
under a virtual extension. An incoming call to the virtual extension rings
on the phone of one hunt group member. If that member’s telephone is
in use, or if that member does not answer the call, the system “hunts”
for another member of the group until the call is answered or is
forwarded to the group call coverage point. For example, if there are no
available members of the hunt group, the call might be forwarded to a
group mailbox or to the receptionist. In addition, hunt group members
can be in a distributed environment across multiple sites in the Enterprise.
An administrator can configure a hunt group in which all members are
fax machines. Incoming faxes are routed to an available fax machine.
Depending on the type of hunt group configured, if no fax machine is
available, pending faxes may be queued until a machine becomes
available or they may be sent to the call coverage point.
The method used to hunt for an available hunt group member is
determined by an administrator-configured call coverage pattern for that
group. Pattern types include linear, circular, and calling groups. These
patterns are described in
If you dial a hunt group number using SA1, and then press the SA1
button while the call is ringing the hunt group number, the hunt group
call does not disconnect. To disconnect a call while dialing a hunt group,
press the hookswitch or hang up the phone.
If you are a member of a hunt group, your administrator should provide
the following information: