A Hunt Group is an automated service that helps with handling multiple inbound calls to your organization. When callers dial a phone number that is assigned to a Hunt Group, or are directed to the group from an Auto Attendant or User, the calls are automatically distributed to a group of agents who are prepared to answer calls.

Agents are user accounts that are assigned to a Hunt Group. Each Hunt Group can have any number of agents, and agents can be in any number of Hunt Groups simultaneously. Agents cannot change their own Hunt Group membership or Hunt Group settings. Agents can log in and out of a Hunt Group in My Services so they can regulate when they receive calls for a Hunt Group. 
Additionally, external phone numbers can also be assigned as hunt group members.

In order to participate as a Hunt Group agent, a user must:

 In this article we will cover the following topics:

Optional steps:

Additionally, you can manage your call recordings under Call recordings tab of your HG and get Hunt Group reports under Reports tab.

Note: You can create one Auto Attendant and 10 Hunt Groups for your account as part of your plan. You may create additional Auto Attendants and Hunt Groups for an additional charge.

Creating a Hunt Group

  1. Navigate to Services > Voice Services > Groups.
  2. Click the Create group button.
  3. Enter the Hunt Group settings:
    • Hunt Group Name: Choose an easily identifiable name for the group; for example, Sales or Customer Service.
    • Extension: Type  3-6 digit extension that is not assigned to a user or Hunt Group.
    • Email for voicemail: email address where voicemails directed to hunt group's built-in voicemail box will be sent
    • Ringing Order: Select the way calls will be distributed among agents.
      • Longest Idle: An incoming call goes to the agent who has not been on the phone for the longest period of time.
      • Round-Robin: Distributes the calls evenly by rotating the group member whose extension is tried first, then searching down the list in sequential order.
      • Ring-All: Sends the incoming call to all of the group members whose extensions are available for a call.
      • Sequential: Sends the call to the first free member of the list that is lowest on the list from top to bottom.

  4. Click the Create button
    Create HG
  5. Confirm charges for this operation on the next pop-up.



Managing the Hunt Group

You can manage additional parameters of the Hunt Group that you have created.

Confirm creating HG

On the General Tab you can:

  • Change the Name.
  • Change the Extension.
  • Assign, change, or remove a Phone Number.
  • Change the Ringing Order for agents assigned to the group.

Under Callers and Agents, you can adjust:

  • Max callers on hold: In case if this parameter exceeds the caller will hear a message, which you can choose. It can be custom, default or none.
  • Agent wrap-up time: The number of seconds an agent is considered "unavailable" after hanging up the phone. Calls will not be directed to the agent during this time. This allows the agent to make notes and prepare for the next call.
  • Hunt next agent after: The period of time after which the call will be directed to the next agent of the Hunt Group.
  • Unanswered idle time: The period of time an Agent will be temporarily removed from Hunt Group call routing if a call from the Hunt Group is not answered by the Agent.
    • Timeout  in seconds
    • Timeout to can forward calls to the following options:HG timeout: Specify if the call should be routed if there are no HG members available to answer the phone call. Check to enable. When enabled, you can edit Timeout and Move a call to

Phone Number. Specify the external phone number and timeout (how long this number will be ringing). If the call is not answered during the timeout period, it will be routed to Hunt group voicemail.
Note: if you set long timeout call may be 'picked up' by the voicemail of external number. Make a test call to confirm the routing is working as expected. 
○ User
○ Auto Attendant
○ Hunt Group
○ Voicemail: user
○ Voicemail: current hunt group
○ Voicemail box

    • Phone number timeout in seconds: the period of time the external phone you specified above will ring before the call will be routed to Hunt Group voicemail.
      Note: this option will only appear if Timeout to section is set up to the external phone number.

 

Menu Tab

Menu options provide a means to create alternate routing destinations for use in your Hunt Groups. These alternate destinations may be accessed at any time while interacting with the Hunt Group, such as while on hold before an agent answers the phone call.

Click on the Action associated with the button and choose the destination.

HG routing

Note: It is important that you mention these routing options in your initial recorded greeting, repeating the message and/or music on hold, as your customers will not be aware the options exist otherwise.

Greetings Tab

Greetings provide a method to relay information to your caller.  You can set up multiple types of greetings that will play at different times during a phone call into your Hunt Group.

Greetings

The Call flow example explains when each of the greeting types will be played, during the lifecycle of an inbound phone call. Each location where a greeting can play in a call is denoted with an icon for quick reference.

Types of greetings for the callers:
Call-flow

Types of greetings for the Hunt Group members:
Agent greetings

For additional information on greeting audio file formatting, see How do I create a *.WAV or *.OGG file for my greeting?

Agents Tab

In order to add agents to the Hunt Group:

      1. Click on Add new agent
      2. Click the check mark next to the Users you would like to add.
      3. Click the Add button.
        Agents

You can also add external phone numbers to Hunt Group:

      1. Click Add phone number.
      2. Enter the 10 digit phone number.
      3. Click Add.
        Phone number

Note: If you add a cell phone number or any number that has an answering service, you must remember to properly adjust the Timeout setting under Callers and Agents on the General tab.  Important: Having the Hunt Group timeout longer than the answering service ring time will result in calls being picked up by the answering service before the next agent can receive the call!
  

Voicemail settings

Voicemail settings tab provides the ability:

  • To listen to and to upload the voicemail greetings for the Hunt Group.
  • To reset the voicemail PIN for the current Hunt Group.
  • To set up the Operator Number that allows a caller to touch 0 to reach a live person after being routed to this voicemail box. You can specify operator destination as an extension or a specific phone number.
    Operator number
  • To enable/disable auto-delete settings for voicemail as well as set up after how many days you would like your voicemails to be autodeleted.
    • Maximum storage for the voicemail is 50 Mb regardless of the storage time.
    • Voicemails can be stored for maximum 365 days.
  • To enable/disable voicemail transcription.
  • To adjust voicemail notification settings.
  • To enable/disable SMS notifications for a specific number.

VM settings

Important: you can forward the call directly to the hunt group's voicemail or reach hunt group's voicemail by using * + <HG EXT> (e.g: *100 if 100 is the hunt group extension)

Checking voicemails

There are 3 available options to check voicemails:

  1. In control panel
    Navigate to Services > Voice Services > Groups > Select the hunt group > Voicemails
    Check VM
  2. Via Email
    If the email notifications are enabled, then all the voicemails should be forwarded to the specified email address.
  3. From the remote line
    The voicemails can be retrieved from the remote line on the following way:

    1. Dial hunt group voicemail directly by using * + <HG EXT> (ex: *100 if 100 is the hunt group ext)
    2. Press #
    3. Enter HG VM EXT when prompted
    4. Press #
    5. Enter HG VM PIN
    6. Press # again

Note: Huntgroup voicemail box has a separate PIN. At this time, that PIN cannot be viewed or changed in admin control panel - you will need to contact customer support to obtain HG VM extension and a PIN for it, if needed. This is subject to change in future releases.

Logging In/Out of a Hunt Group

 
Once Agents are added to the list, they are able to log into the group from their VoIP device by using the correct dial code, assigning log in & out buttons to their device, or by an administrator using HostPilot:

How to log in and out of hunt groups directly from your IP phone:

  • To log in the hunt group dial its extension and add '1'.
    *XXX*1 (log into a hunt group with extension XXX).
  • To log out of the hunt group dial its extension and add '0'.
    *XXX*0 (log out of a hunt group with extension XXX).

    For example, if you need to log into a hunt group with extension 300, dial *300*1. To log out, dial *300*0.

How to log in and out of hunt groups in HostPilot:

Log in/Log out

      • Click on Log in to make an agent available for calls in the HG.
      • Click on Log out to make the agent temporarily unavailable for calls to this Hunt Group.
           

How to assign log in & out buttons to a Intermedia Unite provisioned device:

      • Navigate to the Devices tab and click the phone you wish to edit.
      • Click the Line keys settings tab.
      • Click Action next to a button choice.
      • Select Work with Hunt Groups.
      • Select the Action, either Hunt Group login or Hunt Group log out.
      • Select the Hunt Group the agent will log in our out of.
      • Adjust the Display on phone to an identifying name that will show next to the button on the device.

Make sure to also assign a log out button to another action button.

Log in/Log our buttons

   

Call recordings tab

The Call Recordings tab allows you to manage your recorded phone calls as well as set up notifications for it. You can search the call recordings by the number or agent as well as specify the search period.

Call recordings

You can enable/disable call recordings by clicking on Enable/Disable

Notification via email allows you to add an email address for the call recordings notifications.

Note: Audio player is not supported in Internet Explorer, but you may download recorded calls and listen to them.

Call recording storage information:

      • Each Hunt Group will store up to 400Mb of call recordings; this equates to approximately 55 hours of recording time.
        • If you exceed 400mb, your oldest recording files are overwritten by new recordings.
      • Hunt Group recordings stay in your recording storage until you delete them, or they are overwritten.

   

Hunt Group Reports:

Reporting allows you to monitor various statistics for Hunt Groups and Agents.

To view the reports:

      1. Navigate to Services > Voice Services > Groups
      2. Click on a Hunt Group Name
      3. Click on Reports.

Choose the date and the agent you wish to view the report for.

You will see different reports depending on your selection.

If you have selected a date range and all agents, you will see:

Hunt Group Report:
  • total number of calls
  • number of immediately connected calls
  • connected after hold
  • abandoned calls
  • calls failed due to max callers in queue
  • average and max total call duration
  • average and max hold time
  • average and max talk time

Call Statistics Report:

  • number of immediately connected calls
  • connected after hold
  • abandoned calls
  • calls failed due to max callers in queue

On hold time Report:

  • maximum on hold time
  • the average on hold time
  • calls with hold time within the primary and secondary SLA if it's setup

Talk time Report:

  • maximum talk time
  • average talk time

Call length time Report:

  • maximum total call time
  • average total call time

If you have selected a date range and one agent, you will see:

General Report:

  • total calls
  • rolled calls
  • maximum time logged in
  • maximum talk time
  • average talk time

Calls Report:

  • total calls
  • rolled calls
  • calls per hour

Talk time Report:

  • maximum talk time
  • average talk time

Max time logged in Report:

  • maximum time logged in

If you have selected today and all agents, you will see:

Active calls Report:

  • active calls
  • calls on hold
  • agents logged in
  • agents on active calls

Average call information Report:

  • average call duration
  • maximum call duration
  • average time on hold
  • maximum time on hold
  • average talk time
  • maximum talk time

Agent logs Report:

  • agent name
  • last logged in time
  • last logged out time

If you have selected today and one agent, you will see:

Active calls Report per agent:

  • agent name
  • last logged in time
  • last logged out time

  

Receiving calls as an agent

 
Once Agents are logged into the Group, any calls that are received will automatically begin ringing to their device in the order of the ring method chosen.

Hunt Group CNAM adaption (for incoming calls)

When receiving calls from hunt groups, the Caller ID is modified to append the group name to the end of the Caller ID name (or 'CNAM') field on the display of your phone, to allow agents to quickly identify where callers are being referred from; this is very useful for agents that fill multiple roles and are in 2 or more groups.

The Intermedia Unite system accomplishes this by:

    • Capturing the first 10 characters from the caller's original Caller ID name. (example: CNAM:ACMEWarehouse = ACMEWareho)
    • Capturing the first 10 character from the Hunt Group the call was received on. (example: HG Name:CustomerSupport = CustomerSu)
    • Add ',' between the entries
    • Inbound Caller ID Display Result: ACMEWareho, CustomerSu
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