Hunt Groups

The Hunt Groups screen is accessed through the left menu under the Groups category.

A Hunt Group (MLHG or Multi-Line Hunt Group) is a set of lines within a Business Group (members), so that calls to the group are passed to a non-busy member of the Hunt Group, or may be added to a queue if all members are busy.

Hunt Group Pilots

You can optionally assign one or more lines within the Business Group as Pilot Directory Numbers for the Hunt Group. These provide a contact number for the whole group that will always pick a free line, instead of being associated with a specific line within the Hunt Group. This could be useful, for example, if you are using a Multi Line Hunt Group for a call center and wanted to provide one number for the public to call.

Additionally, calls that are dialed directly to a number within the Hunt Group can be forwarded to a non-busy line within the Hunt Group if the number they are calling is busy, or may be treated as busy if you prefer. Intercom calls are never hunted.

Hunt Group Members

  • Position. A hunt algorithm selects non-busy lines to be passed incoming calls. The order of the lines and the algorithm to use can both be changed.
  • Logged in Logged In or out Logged Out status. Users who want to temporarily remove themselves from the Hunt Group can log in and out as required, if they have been configured to allow this.

Settings

  • Call Distribution Algorithm. This can be one of:
  • Maximum queue length. The maximum number of calls that can be queued at one time. If queuing is not supported or the queue is already full, the caller will receive the treatment specified by the Pilot or Direct Dial number that was called.
  • Is line hunting applied to direct-dialed calls? Specifies whether external calls directly to a line within the Multi Line Hunt Group receive Line Hunting treatment if the line is busy. (Intercom calls, and external calls directly to a line with SIP Call Forking enabled, do not receive Line Hunting treatment regardless of the setting of this field.)
  • Is the Pilot's information delivered as Caller ID? Specifies whether the Pilot that was called should be delivered as the caller ID. This can be used so that, for example, a helpdesk receiving calls could know whether the "Helpdesk" or "Accounts Inquiries" number had been called.