Inter-Tel CS-5400 - Manual (Page 152)

System Features
INTER-TEL
®
CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Page 134 Hunt Groups
expires, the conference recalls your phone again. If the parties have hung up, hang up
to disconnect the call.
Hunt Groups
The Hunt Group feature permits calls to be placed to a group of stations and to be automati-
cally transferred to an available phone within the group. Up to 75 hunt groups can be pro-
grammed in the database. Hunt group lists can contain individual endpoints and/or extension
lists. Non-ACD hunt group stations must reside on the same node. Off-node devices must be
ACD hunt group members.
The order in which hunt group endpoints receive incoming calls is determined by a list stored
in the database. An endpoint or extension list can appear in a single hunt group more than
once, and it can appear in multiple hunt group lists, if desired.
Hunt groups have their own extension numbers (defaults to 2000–2074). Individual endpoints
within the hunt group can be called using their assigned extension numbers.
Two other hunt group types are also available: UCD Hunt Groups, a standard feature on the
system, and ACD Hunt Groups, which is a premium feature. For UCD information, refer to
“UCD Hunt Groups’’ on
page 137 . For ACD, refer to “ACD Hunt Groups’’ on page 143 .
NEW NEW NEW
•
A DB Programming flag that enables pre-Record-A-Call messaging capability
•
A flag titled “Return Automatic Call Distribution (ACD) Calls to Hunt Groups” that
can be set for individual Hunt Groups (HG). When enabled, this feature requeues a call
to the front of the Camp On queue for the HG the call came from. It allows a calling
party to immediately return to the front of the HG queue if the assigned agent station
goes into Do-Not-Disturb (DND) mode. If the flag is not enabled, the calling party will
continue to ring until the No Answer Advance timer expires or the agent removes DND
from the station and answers the call.
•
A system-wide flag titled “Single Idle Time for All Hunt Groups.” This feature invokes
an Automatic Call Distribution (ACD) algorithm that sends an incoming call to the
agent station with the longest idle time in all the HG queues a station belongs to. For
agent stations belonging to multiple HGs, this feature allows calls to be distributed to
other stations having the longest idle time, regardless of a station’s idle time status in an
individual HG.
Hunt Group Call Distribution
When an intercom or outside call is transferred or rings in to the pilot number, it circulates
through the hunt group in linear or distributed order until answered, as described below.
•
Linear order: Incoming calls
always start circulating by
ringing at the first phone (or
extension list) on the hunt
group list that is stored in the
database.
Distributed order: To even out the call load, distributed order shifts the starting point of each
call. When an phone user receives a call, the next endpoint or extension list in the hunt group
receives the next incoming call. If the receiving endpoint is busy (or all endpoints in the exten-
LINEAR HUNT GROUP CALL PROCESSING
Hunt group pilot
number 2000 called
Calls will always
begin search here
HUNT GROUP MEMBERS:
EXT. 1000
EXT. 1001
EXT. 1002
EXT. 1003