Edit Hunt Group

Included Extensions

To specify one or several extensions that calls should be delivered to, follow these steps:

1. Click the Add Extension button on the Included Extensions.

2. From the Extension Number list, select the required extension.
3. Specify the following options:
   • Logged-in – When the checkbox is selected, this hunt group member is logged-in to the hunt group and receives huntgroup calls. If you clear the checkbox, the huntgroup member is logged out of the huntgroup. When logged out, the extension doesn’t receive hunt group calls but can still receive direct calls. See the Stop/resume receiving hunt group calls chapter for more details.
   • Ringing – Specify the delay in seconds before the extension begins to ring and the duration of the ring.
   • Ignore Follow-me/Voicemail – Select this check box to disable forwarding (voicemail, follow-me) on the specific extension for calls made to this hunt group.
   • Supervision allowed – Select this checkbox to authorize the extension to supervise their colleagues’ calls in real time. For example, a manager can listen in on agents’ calls, guide them, and, if needed, participate in the calls.
   • Set This Group as Primary – Select this check box to allow the extension owner to pick up calls within that group by merely dialing the group pickup prefix. Note that an extension can only be assigned one primary group. See the How to Configure Multiple Pickup Groups page for detailed description of configuration options.
4. Click Update.

In order for changes to take effect you need to click the Save icon at the bottom of the page. You can also use the Back button to return to the previous menu.

Included Huntgroups

Several huntgroups can be combined into one hunt group. Go to the Included Huntgroups tab and choose the required huntgroups to add from the Hunt Group Number list. Select the Ignore Follow-me/Voicemail check box to disable forwarding for calls made to this hunt group. Then click Update and  Save.

NOTE: Extension and hunt group numbers must be different.

Ringback Tone

On the Ringback Tone tab, you can upload a media file for a caller to hear instead of the standard ringback tone. Upload your media file in one of the following formats: 8svx, .aiff, .au, .avr, .cdr, .cvs, .vms, .gsm, .hcom, .maud, .mp3, .ogg, .prc, .sb, .sf, .sl, .smp, .sndt, .sph, .sw, .txw, .ub, .ul, .uw, .voc, .wav, .wve, .sln. The maximum allowed file size is 5 MB.

Note that changes submitted do not take effect immediately; they require around 5 minutes to complete. Therefore, the standard ringback tone is played during this period, although the custom track is shown as having been successfully uploaded to the web interface.

Hunt Order

This tab only appears in huntgroups with the Order hunt sequence. Here you can order extensions / hunt groups that are included in this hunt group.

• Order – This allows you to change the order of the numbers included. The first number in the list will be reached first. Click  to move the number up or  to move it down.
• Number – This displays the extension / hunt group number.
• Name – This displays the name of the number owner / hunt group.
• Type – This displays the type of number – whether it belongs to a single extension or hunt group.
• Phone line or Extensions – This displays the phone line number to which an extension is assigned or the extension numbers that are included in that hunt group.

Call wrap-up scheduling

You can enable the call wrap-up time for a specific hunt group for the agents to complete the post-call tasks before handling the next call. See the Automated call wrap-up scheduling chapter for more details.

• Enable call wrap-up and statistics – mark the checkbox to enable the call wrap-up timer.
• Wrap-up duration – specify the duration of the wrap-up timer.
• Maximum wrap-up extension – limit the maximum duration that the agents can set in the timer on their self-care interface.
• Ring extensions in wrap-up state – define if the agents with an active wrap-up timer can handle the incoming calls via the hunt group:
  • Never – the calls are handled only by agents with inactive wrap-up timer and that are not on the phone. Note that if all agents in the hunt group are unavailable, then the incoming call to such a hunt group drops.
  • Always (default) – the calls via the hunt group are sent to the agents with an active call wrap-up timer.
  • If no extensions available – all agents in the hunt group are unavailable, then the calls are sent to the agents with an active wrap-up timer.