Chapter 11: Planning Applications and Services Hunt Groups
ShoreTel 8 Planning and Installation Guide 155
11.10.3.2Hunt Group as a Call Forward Destination
In a small office where individuals generally receive calls directly, users may want someone
in the office to answer calls when they are unable to answer. To handle this situation, create
a hunt group with everyone in the small office as a member. Individual users can set their
call forward destinations to this hunt group. The hunt group can be configured with
simultaneous ring, to hunt members only once, and to go to voice mail with Call Forward
Busy and Call Forward No Answer conditions.
When configured as described above, if a user's call was forwarded to the hunt group after
it wasn't answered, the hunt switch hunts everyone in the office. If the call was not
answered after the maximum number of rings, the call is forwarded to voice mail where the
caller can leave a message in the original target's mailbox.
11.10.3.3Distribution of Calls to Backup Operators
In this scenario, a primary operator who handles calls to a main company number requires
one or more secondary operators to receive the calls when the primary operator becomes
too busy.
To create a hunt group to back up the primary operator, create a hunt group with backup
operators. Enter the main operator and all the backups as members of the hunt group in
the order in which they are to serve as backups. Set the hunt group for multiple calls to be
hunted to a given member, and set the call stack size for each of the users to control the
number of calls he or she can receive.
When there are incoming calls to the hunt group, the primary operator is offered the calls
first. The operator may be offered multiple calls concurrently up to the limit of his or her
call stack. If a member's call stack is full, the member is skipped and that particular call is
not be offered again (unless the hunt group is set to hunt forever and no member picks up
the call before the member is reached again in the hunt list).
If a member of the operator group does not answer the hunt call, the call is offered to the
next member after the number of rings configured for call forwarding. Thus, even if the
primary operator has room on his or her call stack, the call is offered to the next member in
the list when the operator does not answer the call in time.
If you want calls to go directly to a backup when the primary operator is not available, then
set the hunt group not to hunt the members when their current call handling mode is set to
Call Forward Always (DND). Operators can use this configuration to pass calls to other
hunt group members by changing their call handling mode to Call Forward Always.
You may wish to have a hunt group that goes immediately to voice mail or another number
during non-working hours. The hunt group can be configured with an off-hours schedule.
Setup a schedule for on-hours during which the call handling mode for the hunt group is
configured to forward calls to another number only if the hunt group is busy or no one
answers. For off-hours, set the hunt group to call forward always to voice mail or another
number. The auto-attendant automatically changes the hunt group's current call handling
mode based upon the configured schedule.
11.10.3.4Common Line Monitoring
A hunt group can be used for line monitoring. For example, several operators may wish to
monitor the same line and all have an opportunity to answer calls at the same time. For this
case, set up a hunt group with simultaneous ring. When a call is received, the hunt switch
rings all operators in the hunt group whose call stack is not full to the number of rings
configured. If the hunt group is set to hunt forever, when the number of rings is reached
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