What is a call hunt group?
So.... What is a call hunt group and which is the best hunt group for my business?
A hunt group is a designated set of users, lines or individual extension that are place into a group for a particular type of incoming call. This feature is available on most PABX – Phone Systems, both on-premises phone systems or hosted phone system solutions. A good example of a hunt group would be a sales group, admin group and support group in a technical sales business like Com2. When external callers hit the phone system or exchange, the calls are routed to:
- Team members of a “group”
- A sequential set of team members based on duration of ring
- An IVR which then would split the calls out to different hunt groups
- A series of event scenarios.
Common modes found in hunt groups are:
- All Available – all extensions in a group that are not on a call are rung
- Sequential – each time a call comes in it tries extension 1, then 2, then 3 and so on until answered.
- Rotary – the first call goes to user 1, then then second call goes to user 2 and so on, if a user is busy the call goes to the next user.
- Longest idle – in this hunt method, the system identifies which user has been idle the longest and distributes the call to this user.
Other functions built in association with Hunt Groups are:
- Group overflow – when a call cannot be answered by the destination group, overflow groups can be added and cascaded to ensure calls are answered.
- Skills based groups – where individuals can have an assigned skill level for a particular call type (e.g. sales or technical) and then calls of this nature can be routed to a combination of highest skill set and available to take call status.
Talk to the team today if you have any questions - we are always here to help!