150 Planning and Installation Guide ShoreTel 14
Planning Applications and Services Hunt Group Busy State
Hunt groups have scheduled call handling modes similar to route points. For more information about
route points, refer to the Setting Call Control Options chapter in the ShoreTel System Administration
Guide. There are call handling modes for on-hours and off-hours/holiday (combined). For on-hours,
destinations can be set for Always, Busy, and No Answer. For the other call handling modes, only a
call forward always destination is provided. When the hunt group is in a call handling mode other than
on-hours, the hunt group forwards calls to the Call Forward Always destination.
A hunt group can be a destination anywhere in the system where a workgroup is allowed as a
destination. This includes call forward destinations from users, workgroups, route points, personal
assistants, site operators, site fax redirect extensions, and Find Me destinations.
Hunt Group Busy State
The hunt group can be set as busy from both the switch maintenance page in Director and with a star
code from the Telephone User Interface. This feature allows hunt group members to disable hunt
group routing when they are temporarily unavailable or leave work early. The busy state of the hunt
group is maintained by the hunt group’s switch and is not saved in the configuration database or to
flash memory. When a switch boots or reboots, the hunt group is in the available state.
Use the star code “*18” followed by the hunt group extension to toggle the busy state of the hunt group
from a telephone. A class of service setting controls whether a user can change the hunt group busy
When the hunt group is in the busy state during on-hours, calls are forwarded to the busy destination.
There are two types of hunting available with hunt groups: top down or simultaneous ring. All hunt
group members are hunted for each call received. For example, in top-down hunting, if the switch is
hunting members for an initial call when a second call is received, the second call hunts through all the
members again. In other words, each call is hunted independently and in the case of top down, hunting
starts at the top.
You can also configure the following:
The number of rings per member. The same number of rings are used for each member to whom
the call is offered.
Whether calls should go to a no answer destination after all members have been hunted once or
whether members are hunted again.
Whether multiple calls are offered to a member simultaneously when the hunt group receives
multiple calls. Calls are not offered to members with full call stacks.
Whether members should be hunted when the member’s call handling is set to Call Forward
Hunt Group Applications
Hunt groups provide solutions to a several call routing scenarios.