more topics

Group Calling Feature

Calling Group Options

Hunt Type

The placement of each extension in the hunting sequence used by the system to search for an available calling group member is determined by the order in which each extension is assigned to the group during system programming. When the first call arrives for a calling group after a system is installed or restarted (cold start), the system searches for an available group member, starting with the first extension assigned to the group during system programming.

The order in which the system searches to find available calling group members for subsequent calls can be circular, linear, or according to which agent is most idle, as described below. The order is also called the hunt type.

• Circular. The system searches for an available calling group member starting with the extension after the last extension to receive a call. The circular order, which is the factory setting, is used when all group members have the same responsibilities for handling calls.
  
  
• Most Idle. The system distributes calls according to the most-idle queue. Whenever an agent transfers or hangs up on a call, he or she moves to the end of the queue. For some applications, this hunt type is more efficient than the circular method, because it takes into account the varying duration of calls. Members are selected based on when they last completed a calling group call, not on when they last received one. When an agent first logs into a group, he or she is most likely to be the most idle and receive the next call. The Most Idle hunting method ignores non-calling group calls. For example, if an agent transfers a call that arrived on a personal line, the calling group member�s most-idle status is unaffected. This setting is also used when all group members have the same responsibilities for handling calls.

In a Hybrid/PBX mode system, a calling group member can receive a calling group call at an SA button, then put that call on hold at the SA button. If the agent then picks up the call at a personal line button at his or her telephone, the agent moves to the end of the most-idle queue.

• Linear. The system distributes calls starting with the first extension assigned to the group through system programming. Consequently, most calls are handled by the first member assigned to the group. This method is used, for example, when the primary responsibility of the first calling group member is to take calls, while other group members provide backup.

The hunt type assigned to a calling group that contains a non-local extension has no effect, since this calling group contains only one member.

Topics
	Description
	Incoming Calls Call Handling
	At a Glance
	Calling Group Options
	Queue Control Calling Group Supervisor Position Hunt Type Calling Group Priority & Support Calling Groups Delay Announcements Message - Waiting Receiver Calls-in-Queue Alarm Threshold Overflow Threshold Overflow Threshold Time Prompt-Based Overflow Overflow Receiver Calling Group Overflow Receiver QCC Queue Overflow Receiver Calling Group Type Automatic Configuration of the MERLIN Messaging System Using Alarm Thresholds to Monitor the Effectiveness of Delay Announcements
	Considerations & Constraints
	Priority Queueing Considerations
	System Programming
	Mode Differences
	Telephone Differences
	Direct Line Consoles Direct Station Selector Queued Call Consoles Other Multiline Telephones Single-Line Telephones
	Feature Interactions