Mitel 8560 - Manual (Page 61)

Mitel ® 8560/8660 Phone User Guide – Issue 13, September 2009 Page 47
Hunt Groups
Hunt Groups
This chapter describes Hunt Groups and how to use Hunt Group features.
UCD and ACD Hunt Groups
Hunt groups are groups of internal parties (agents) who share a common (hunt group)
extension number. Calls can either be placed to the hunt group (using the hunt group extension
number) or to a specific agent (using the agent’s extension number). Hunt groups are
programmed by the system administrator.
Hunt groups types are either “UCD” or “ACD.”
•
UCD Hunt Groups: Uniform Call Distribution (UCD) agents do not log in to the hunt group
to receive calls.
•
ACD Hunt Groups: Automatic Call Distribution (ACD) agents log in to the ACD hunt group
to receive calls. The system distributes calls to ACD hunt groups as follows:
o Agent IDs: Each agent is assigned an Agent ID number for logging in to the hunt group
(see the next section). Hunt group calls are distributed to logged-in agents according to
their Agent ID number instead of their extension number. Agents can log in to any ACD
hunt group phone.
o Extensions: Hunt group members do not use Agent IDs, and calls are distributed to
phones where the agents are logged in.
Logging in to ACD Hunt Groups
You must log in to an ACD hunt group to receive hunt group calls. To stop calls, you either log
out of the ACD hunt group or divert calls. See “Diverting Hunt Group Calls” on
page 49 .
To log in to or out of all ACD hunt groups in which you are a member:
Dial 328 to log in followed by your Agent ID, if necessary. AGENT LOGGED INTO ALL
ACDS appears. Dial 328 to log out followed by your Agent ID, if necessary.
To log in to one or more ACD hunt groups:
1. Dial 326. The display shows AGENT LOGIN ACD HG #.
2. Do one of the following:
•
Enter the ACD hunt group number.
•
Press # to log in to all of your ACD hunt groups.
The display shows AGENT LOGIN AGENT ID.
3. Enter your Agent ID (if applicable), or press # if you do not have an agent ID. The
display shows the log in status for one or all hunt groups.
NOTES
Only one agent can be logged in to a phone.
If the ACD Agent ID Automatic Connect option is enabled for your hunt group and
you are using a headset, you are automatically connected to waiting calls when you
log in. However, the first call you receive after you log in rings until you answer it.
You are automatically connected to subsequent calls.