Administrator's Guide

Hunt groups
Issue 5 October 2002 1719555-233-506
All hunt-group members are busy. A call enters the queue as the fifth call, which
causes the queue warning level lamp to light. Hunt-group members see the lamp
and try to quickly complete their present calls. Meanwhile, the call waits in the
queue for 20 seconds and hears the recorded announcement. When a hunt-group
member becomes available, the first call in queue connects to that group member.
The queue warning-level lamp turns off because the number of calls in queue fell
to four.
How hunt group extensions become
unavailable
An extension in a hunt group becomes unavailable to receive calls if the hunt
group member is already handling a call. This rule is true even if the call is not a
hunt-group call and even if the extension’s phone is a multiappearance phone.
An extension also becomes unavailable if the member presses one of the
following buttons:
■ Hunt Group Busy
■ Send All Calls
■ Call Forwarding All Calls
NOTE:
If a member is also an ACD agent, pressing the AUX work button
also makes the member unavailable. On the other hand, if an agent
presses the
ACW (after call work) button, the system considers the
agent to be available and still will queue calls.
■ Hunt Group member dials the Hunt Group Busy Activate feature access
code
Hunt Group Busy
If you turn on the Hunt Group Busy option, a hunt group member can dial the
Hunt Group Busy code followed by the hunt group number. The extension is
unavailable for calls until the group member dials the Hunt Group Busy
deactivation code or presses the button again.
If the last available member of a hunt group tries to activate the Hunt Group Busy
option, the following occurs:
■ New calls to the hunt group receive busy tone or go to coverage.
■ Calls already in the queue continue to route to the last available extension.