HUNT GROUPS

Calls are directed to groups of users for increased call coverage with the PressOne system hunting for available users to answer the call.

Hunt Groups have the following attributes:

• A group of phones defined in a particular user-specified order
• A method for calls to enter the Hunt Group
• An algorithm for selecting and distributing calls to idle hunt group phones
• A method for handling calls when there are no idle phones

PressOne uses the following types of call distribution algorithms:

• Top-To-Bottom
• Bottom-To-Top
• Longest Idle (aka Universal Call Distribution)
• Round Robin (aka Circular)
• Series Completion

Hunt Groups are defined as one of the following types:

• Multi-Line Hunt Group - This is a hunt group that is assigned a DID directory number that is added to a VNetwork's Incoming Number Plan. When the MultiLine Hunt Group directory number is called, the hunt group component finds an available user based on the call distribution method chosen for the hunt group
• Directory Number Hunt Group -This is a hunt group where the phone numbers of all members assigned to the hunt group are added to the SystemIncoming Number Plan. When any of the phone numbers that are a member of the Directory Number Hunt Group are called, the System Incoming Number Plan routes the call to the Directory Number

The VOISS system supports four types of hunt groups - Queue, Multi-Line, Directory Number and PBX Trunk Group - which use one of the following types of call distribution.

•  • Top-To-Bottom - Hunting starts with the first extension in the hunt group and continues through the list until it reaches the last number. Hunting stops when an idle phone is found or after all phones have been checked.

•  • Bottom-To-Top - Hunting starts with the last extension in the hunt group and continues through the list until it reaches the first number. Hunting stops when an idle phone is found or after all phones have been checked.

•  • Longest Idle (Universal Call Distribution) - Hunting begins with the phone that answered a call from the Hunt Group the longest time ago. If that phone is idle, it will receive the call. Otherwise, hunting continues with the phone that answered a call from the Hunt Group in the next smaller amount of time. Hunting stops when an idle phone is found or after all phones have been checked.

NOTE: The last phone checked would be the phone that most recently

answered a Hunt Group call.

•  • Round Robin (circular) - Hunting for an idle agent happens in a rotating order among the members based on the last phone to answer a call to the group. Each time a call is received, hunting begins with the extension that follows the last phone that received a call. Hunting stops when an idle phone is found or after all phones have been checked. Hunting does not continue indefinitely.

•  • Series Completion - Hunting begins with the extension dialed and continues through the list until and idle phone or the last extension in the list is reached. For example, if there are four phones in the list and the first phone is called and does not answer, the call will continue through the three remaining members until an available extension or the last extension is reach. If member number four is called and is unavailable, the call ends.

System and Applications Description VOISS System Features 43 621-00000087

Queue

Queues are a specialized type of hunt group often where calls can be held until a member of the group is available. The queue hunt group is described in "Queue/ ACD" - page 4-50 .

Multi-Line Hunt Group

Multi-line hunt groups have a ‘pilot' number, which callers dial to enter the multi-line hunt group (where calls are sent to an available phone or an overflow destination), and can use any of the following call distribution methods;

•  • Top-To-Bottom

•  • Bottom-To-Top

•  • Longest Idle

•  • Round Robin

When there are no idle phones, calls are sent to an overflow device or are idled.

Directory Number Hunt Group

Callers dial the DID (external) or extension (internal) of one of the hunt group phones and use either round robin or series completion distribution methods. For both methods, hunting begins with the phone that was dialed. When there are no idle phones, calls are sent to an overflow device or are idled.

PBX Trunk Group

PBX Trunk Groups have a ‘pilot' number, which callers dial to reach one of the PBX trunks, and can use any of the following call distribution methods:

•  • Top-To-Bottom

•  • Bottom-To-Top

•  • Longest Idle

•  • Round Robin

Top-To-Bottom or Bottom-To-Top are the most common methods used for PBX Trunk groups, although the other methods may be selected. For Round Robin distribution, hunting begins with the next phone/trunk in the list that follows the phone/trunk that received the previous call.

When there are no idle phones, calls are sent to an overflow device or are idled.