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Adding and editing a hunt group
5 min
A hunt group can be used, for example, when you want an incoming customer call to ring simultaneously for several users, or first for the one who has been available the longest. A schedule can be set for the number, meaning it can be open, for example, on weekdays from 8 a.m. to 4 p.m., and closed at other times. Read the instructions below to add a hunt group.
Adding a hunt group
- Log in to the VIP Plus admin portal
- Select the “Organization setup” menu and “Call distribution groups” sub menu and cklick “Add call distribution” .
General menu
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Select the type of answer group: Huntgroup.
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Enter a descriptive name for the hunt group.
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Select the desired Billing Identifier. The billing identifier is the billing line for the VIP Plus service, which is used for billing e.g. calls routed outside the VIP Plus service, such as overflow to a third-party phone number.
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Select the group number (phone number) for the hunt group from the drop-down menu. If you do not want the hunt group to appear in the VIP Plus service contact search, select “Hide number from directory”.
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What number to show when recieving a call from a group?: Group number or Caller* *Define which number the answer group member sees when a call arrives on their mobile phone. On a desktop phone, the member sees both the caller's and the answer group's number.
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Add a prefix or suffix to incoming numbers
Add a prefix or suffix to the phone number to identify which group the call is coming from. This is useful when a user who belongs to several groups answers a call on their mobile device. The prefix or suffix can be, for example, 1*, so the displayed number would be 1*020457623 (prefix) or 020457623*1 (suffix).
We recommend using a suffix rather than a prefix. The phone number will be saved with the suffix or prefix in the phone’s call history, so if calling back via the call history, the prefix or suffix should be removed to connect correctly to the caller. In the mobile app’s call log, the caller’s number is recorded without the prefix or suffix, so it is advisable to use the mobile app when prefixes or suffixes are in use.
Queue settings menu -
Where to forward the calls after trying to distribute them? Here you define what happens to calls if hunt group members do not answer an incoming call (overflow).
No forward = no overflow, the call is disconnected
Connecting to answering group = you can specify which answering group the overflow calls are routed to
Forward to external = you can specify which number the overflow calls are routed to
Members menu, Members tab -
Select the hunt group members from the drop-down menu. Members answer calls that come to the hunt group.
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Availability to receive calls from this group:
Select with which Activities and Roles the hunt group members receive hunt group calls. Activity and role(s) must be defined*.
If you don’t want to offer incoming group calls to a member currently on a call, select “Exclude users that are already busy in a call from hunt”.Members Menu, Settings Tab
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On which devices do the calls ring? Define which endpoints will be offered incoming hunt group calls*. You can select several devices, in which case calls will ring on all specified devices simultaneously:
o Desktop phone (Win/Mac)
o Mobile
o IP phone
o Analog – Not in use
o External PBX – Not in use
NOTE! If this setting is not made, calls will not be routed to hunt group members!
Call distribution Menu -
Define the Distribution logic for incoming hunt group calls.
Distribute sequentially = calls are routed to hunt group members in random order.
Distribute in parallel = calls are routed to hunt group members at the same time. -
Hunt duration = number of seconds before the queue settings menu's "Where calls are routed if no one answers" is used. When the time limit is reached, calls are routed to the designated answer location.
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Hunt length? = number of hunt group members to whom the incoming call is offered. For example, there may be six members in the chain, but the call is offered simultaneously to only three members. If none of the three answer, the call is ended or overflowed as specified in the queue settings menu’s “Where calls are routed if no one answers” section.
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Call time per agent/member = number of seconds after which the call is routed to the next member. Used with sequential routing.
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Click “Save” at the end.
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The hunt group is now ready and will be open at all times.