AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 256)

Chapter 19: Hunt Group Configuration
240 MaxCS 7.5 Administration Manual
• Group – Take the call out of hunt group and forward it to another group.
• Group Voice Mail – Transfer the caller to the hunt group voice mail when the first available agent does
not answer the call.
• Member Voice Mail – Transfer the caller to the first available agent's voice mail if this agent does not
answer the call.
• AA – Take the call out of the hunt group and forward it to an auto attendant.
• Line Park – Take the call out of the hunt group and forward it to a Line Park group.
If you select Ring All Available Members in the Intra Group Call Distribution section, then specify the Number
of Rings before Handling
, using the scroll box beside that option. The number of rings is the total number of
times agents are rung before the call is handled by the Group RNA/Logout Handling configuration
Setting a Hunt Group’s Call Distribution Rule
The Call Handling tab in the Huntgroup Configuration window lets you set the distribution of normal inbound
calls to group members, using one of the following three options:
• Ring First Available Member – First available extension in a hunt group. For example, if there are three
member extensions in a hunt group, the call is always sent to the first member configured in the hunt
group. If this member is busy, the call goes to the second member configured and so forth.
• Ring Next Available Member – A round-robin method that attempts to evenly distribute calls among the
group members. This method sends the call to the next member configured in a hunt group (regardless
of whether the previous member is busy or not). In other words, if the previous call was sent to #3 in the
group, the present call is sent to #4, if #4 is not busy.
• Ring All Available Members – All extensions in a hunt group.
Note: When this option is enabled, a single hunt group can have no more than 20 members.
In addition, calls to the hunt group with this option enabled have higher priority than other hunt group
calls. Therefore, if an agent belongs to multiple huntgroups, one of which has this option enabled, a call
to that hunt group will be distributed before others, regardless of its Wait Time in the queue.
In addition, if you check the Enable Single Call Handling for Agent check box, the system will not send calls
to an agent who puts a call on hold. If this option is not checked, the system will distribute calls to the agent
even if the agent has a call on hold. In other words, this configuration determines if an agent can get multiple
hunt group calls or not.
Handling Calls when Group Members Are RNA/Logged Out
You can set calls to forward to a specified destination when all group members either do not answer the call
(RNA) or are logged out. To do so, in the Group RNA/Logout Handling section of the Call Handling tab,
check the Enable Forward to check box, and select a destination from the list. The forwarding options are the
same as for “Forwarding All Calls” on page 239.
Setting Queue Management Options
In the Queue Management tab of Huntgroup Configuration, you can specify which greetings and updates to
use and you can set the update interval. For each hunt group you can either use the system default audio
peripheral configuration or you can set up a custom configuration.