User guide

Chapter 19: Hunt Group Configuration
MAXCS ACC 6.7.1 Administration Manual 245
To enable the options, check the Enable Busy Call Handling check box, then select
from the following forwarding options:
• Group Queue – The caller will stay in the hunt group queue waiting for any agent
to become available. If there is no agent logged in at this moment, the system will
use Group Logout Handling to handle this call.
• Group Voice Mail – The caller will be forwarded to the hunt group voice mail box
when all agents are busy
• AA – Forward caller to an auto attendant.
• Extension – Forward caller to an extension.
• Group – Forward caller to another group.
• Line Park – Forward caller to a Line Park group.
Forwarding All Calls
When you do not want the hunt group to handle any calls, check the Enable Forward
To option in the Forward All Calls section of the Call Handling tab, and select an option.
The forwarding options are as follows:
• To Voice Mail
• To an Extension – Select an extension number in the list.
• To AA – Select the AA to use in the list under the option.
• To a Group – Select a group from the list.
• To the Operator
• To an Outside Number – This option is available if it is allowed in the Other Call
Restrictions option in the Restriction tab, as discussed in
“Setting Other Call
Restrictions” on page 197. Also, see “Outcall to Cellular or PCS Phone Numbers” on
page 243.
• If you choose Outside Number, select a trunk or route access code to use in the
small list on the left, and type in the full prefix and phone number.
• To Line Park – If configured, select a Line Park group from the list.
Handling Unanswered Calls
The Enable No Answer Handling configuration provides options for handling calls
when the system rings the first available agent and the call is not answered. If all agents
in the hunt group are rung and no one answers the call, the system will use the Group
RNA/Logout Handling rule. Enable No Answer Handling is not available if Intra Group
Call Distribution is set to Ring All Available Members.
To configure this option, check the Enable No Answer Handling box.
Select one of the following forwarding options for no answer call handling:
• Next Group Member – Ring the next available agent until all available agents are
rung. If all agents are busy, caller will stay in the hunt group queue.
• Extension – Take the call out of the hunt group and forward it to an extension.
• Group – Take the call out of hunt group and forward it to another group.
• Group Voice Mail – Transfer the caller to the hunt group voice mail when the first
available agent does not answer the call.