Hunt Groups

The Hunt Group service allows incoming calls to a central phone number to be distributed among the members of that group according to a hunting policy. The Hunt Group service allows processing of a high volume of calls to a single phone number by distributing the incoming calls to multiple users according to a hunting policy. Based on the chosen policy, an incoming call hunts for an idle user in the group to terminate the call to that user. The hunt group does not have a queue to hold unanswered calls. A voicemail box or Auto Attendant can handle the call overflow.

When a hunt group is created, the users are provisioned in an ordered list. The hunting policy process essentially determines how to process that list to find an idle user where the call can be terminated. Masergy supports the following hunting policies:

  • Regular (linear) - The incoming calls to the group start hunting on the first user in the list and hunt all the provisioned users sequentially, until an idle user is found or the end of the list is reached.
  • Circular - The incoming calls to the group start hunting with the user following the last user to receive a call. When the end of the list is reached, the hunting circles back to the first user in the list. The hunting ends when an idle user is found or all the users have been visited.
  • Uniform - The incoming calls to the group are presented with the user that has been idle for the longest time.
  • Simultaneous - The incoming calls alert all idle users in the group. The call is connected to the first user to answer the call.
  • Weighted - The incoming calls alert agents in a pseudo-random fashion according to their relative weight. Agents with a higher weight are assigned more incoming calls than agents with lower weights. In all cases, if all users in the hunt group are busy, the incoming call is provided with the busy processing that applies to the hunt group.

Masergy hunt groups are assigned a phone number like regular users and the following services are also assigned to hunt groups:

  • Alternate Numbers - This service allows up to 10 additional numbers to have calls directed to the hunt group.
  • Call Forward Always - This service redirects calls to the hunt group to the selected destination. The default state is "Off".
  • Call Forward Busy - This service redirects calls to the selected destination if all the users in the group are busy. The default state is "Off".
  • Call Forward No Answer - This service redirects calls to the selected destination if the user does not answer before the expiration of the timeout. The default state is "Off".
  • Selective Call Forwarding - This service redirects calls to the hunt group based on the time-of-day, day-of-week, or the CLID of the caller.

Users who are members of a hunt group can have their own phone number where they receive calls, and have their own service independently of the Hunt Group services. To maintain consistency of the hunting policy when traversing the list of users, the calls presented to the users by the hunt group are subject to the following service interactions:

  • Call Forwarding (all types) - Incoming calls to the hunt group are never forwarded by any Call Forwarding service assigned to a member of the hunt group. This does not include the Masergy Anywhere service.
  • Voice Mail - Incoming calls to the hunt group DN are never forwarded by the voice mail service assigned to a member of the hunt group.
  • Call Transfer - A member of a hunt group can transfer/blind transfer the call via the phone or the call control client, if assigned.
  • Call Waiting - This feature also adds the capability to enable Call Waiting for hunt group users. Using the group web portal, an administrator can enable or disable this functionality from the Hunt Group Profile page or the Hunt Group Add page. After a system upgrade or patch installation, by default Call Waiting for users is "off".

An administrator configures the Hunt Group service using the group web portal. There is no limit to the number of hunt groups that can be created in a group, and a given user can be part of more than one hunt group. The following attributes can be configured when creating a hunt group:

  • Group name - Allows for selecting the name of the hunt group. This name is prefixed to the caller ID delivered to the user when a call terminated through a hunt group. Hence, if a call from Bob Smith is presented to a user through the "Support" hunt group, the CLID appears as Support - Bob Smith on the user's phone. Names that are too long will hide part of the incoming telephone number.
  • Group number - Allows for selecting the number used to call the hunt group. This number must have been previously authorized for the group, and be available.
  • Extension - Allows for selecting the extension that can be used by other members of the group to call the hunt group. By default, it is set to the last N digits of the group number, and can be modified by the administrator.
  • Group policy - Allows for selecting the hunting policy used for that group, as defined in the previous section.
  • Members - Allows for selecting the members of the hunt group among users of the group. The members are provisioned in an ordered list. As described in the previous section, the administrator can also assign services to the hunt group through the CommPilot group web portal.

How to:
For further details on Hunt groups and their design please contact support at ccsupport@masergy.com or a training session at cctraining@masergy.com.