Configuring Hunt Groups and Call Coverage

This chapter covers the following topics:

• Defining call-distribution components and algorithms
• Describing how hunting differs from forwarding and how the Call Coverage feature extends hunting to allow final forwarding if hunting exhausts
• Configuring line groups, hunt lists, and hunt pilots to create a hunt group
• Configuring hunting with internal and external forwarding support specifications for busy, no answer, and no call coverage
• Given usage scenarios, determining the hunting and forwarding behavior that results

Many businesses have sales or service support departments that service inbound calls from customers. These businesses typically need several phone lines and a method to make the lines work together. If one representative is busy or not available, calls will be routed to other members of the group until it is answered or forwarded to an auto-attendant or voice mail. Hunt groups are the mechanisms that help these businesses manage inbound calls. A hunt group is a group of telephone lines that are associated with a common number. When a call comes in to the number associated with the hunt group, the call cycles through the group of lines until an available line is found. This process is known as hunting.

This chapter discusses how to configure hunt groups and enable the Call Coverage feature to ensure that the calling party will receive final forwarding treatment if hunting fails (that is, when no hunt party answers, either because the hunt has exhausted the list of hunt numbers or because it has timed out).