Extension Hunting

Automatically route calls to co-workers that work closely together.
  • [3.01] UCD Groups are uniquely-programmed Department Groups.
  • [3.09] UCD Hunting Has Priority Over Terminal and Circular Hunting.
Programming for this Feature
Circular Hunting Programming
Terminal Hunting Programming
[3.01] UCD Hunting Programming
Extension Hunting Timers
Programming Names
[3.01] Unique Ringing for Department (Ring and UCD) Groups
User Operation
Extension Hunting
Important points to understanding Extension Hunting
Circular Hunting
Terminal Hunting
Uniform Call Distribution (UCD) Hunting

Description

Extension Hunting routes calls to a predefined group of hunt group member extensions. A call rings in sequence through the hunt group until answered at a member extension. Extension Hunting is helpful, for example, for a group of co-workers that share responsibility for answering calls. Each call cycles through the group until an available member picks it up.

There are three types of Extension Hunting:
  • Circular Hunting
  • Terminal Hunting
  • Uniform Call Distribution (UCD) Hunting

Circular Hunting

A Circular Hunting group consists of a group of extensions programmed into a Circular Hunting list. A call unanswered at a member extension rings the next extension in the programmed list. If unanswered, the call will continue to cycle through the hunt group. Depending on the hunt type (see below), Circular Hunting will occur for transferred outside calls, DILs to a hunt group member, and ringing Intercom calls. Hunting does not occur for Key Ring and Ring Group calls.

There are four types of Circular Hunting:

Ring No Answer Outside Calls (Option 1)

Hunting will occur for unanswered outside calls. Hunting will not occur for unanswered ringing Intercom calls or while the member extension is busy.

Busy/Ring No Answer Outside Calls (Option 2)

Hunting will occur for unanswered outside calls and for outside calls to the member extension while it is busy. Hunting will not occur for ringing Intercom calls.

Busy/Ring No Answer All Calls (Option 3)

Hunting will occur for unanswered outside and ringing Intercom calls, and for outside and ringing Intercom calls to the member extension while it is busy.

Busy Outside Calls (Option 4)

Hunting will occur for outside calls to the member extension while it is busy. Hunting will not occur for unanswered outside and ringing Intercom calls.

Overview of Circular Hunting
When setting up Circular Hunting, do not program the last extension in the group to hunt back to the first . Instead, program the last extension to hunt to the second extension in the group.
  • To achieve Circular Hunting, send calls to the first extension in the group.
  • See Setting Up Circular Hunting for more on programming Circular Hunting.
Programmed Hunt Order: 302 -> 303 -> 304 -> 305 -> 302
  • Send call to extension 302.
  • Hunting will not proceed past extension 305. If the call is unanswered at 305, it follows normal recall/routing programming.
  • For example, a transferred call will recall the transferring extension and, if still unanswered, go to Key Ring.
Programmed Hunt Order: 302 -> 303 -> 304 -> 305 -> 303
  • Send call to extension 302.
  • Hunting will circulate normally, excluding extension 302.
Circular Hunting Notes:
  • For type 3 hunting, an Intercom call will stop hunting when it voice-announces. Extension Hunting follows the Handsfree Answerback/Forced Intercom Ringing setup at each extension.
  • Placing an extension in DND temporarily removes it from the Circular Hunting group.

Terminal Hunting

A Terminal Hunting group consists of a group of extensions programmed into a Terminal Hunting list. A call unanswered at a member extension rings the next extension in the programmed list. The call will cycle through the group once, until it reaches the last extension in the list. Unlike Circular Hunting, the call will not cycle back to the top of the hunt list. Depending on the hunt type (see below), Terminal Hunting will occur for transferred outside calls, DILs to a hunt group member, and ringing Intercom calls. Hunting does not occur for Key Ring and Ring Group calls.

Just like Circular Hunting, there are four types of Terminal Hunting:

Ring No Answer Outside Calls (Option 1)

Hunting will occur for unanswered outside calls. Hunting will not occur for unanswered ringing Intercom calls or while the member extension is busy.

Busy/Ring No Answer Outside Calls (Option 2)

Hunting will occur for unanswered outside calls and for outside calls to the member extension while it is busy. Hunting will not occur for ringing Intercom calls.

Busy/Ring No Answer All Calls (Option 3)

Hunting will occur for unanswered outside and ringing Intercom calls, and for outside and ringing Intercom calls to the member extension while it is busy.

Busy Outside Calls (Option 4)

Hunting will occur for outside calls to the member extension while it is busy. Hunting will not occur for unanswered outside and ringing Intercom calls.

Terminal Hunting Notes:
  • If a call cycles through the entire Terminal Hunting group and remains unanswered, it follows normal recall/routing programming. For example, a transferred call will recall the transferring extension and, if still unanswered, go to Key Ring.
  • Placing an extension in DND temporarily removes it from the Terminal Hunting group.
  • For type 3 hunting, an Intercom call will stop hunting when it voice-announces. Extension Hunting follows the Handsfree Answerback/Forced Intercom Ringing setup at each extension.

Uniform Call Distribution (UCD) Hunting

Like Circular and Terminal Hunting, a UCD Hunting Group also consists of a group of extensions programmed into a hunt list. The system routes calls into a UCD Group according to the frequency of use of the member extensions. The first extension rung is the member that has been idle the longest. The last extension rung is the member that has been idle the shortest.

Each member of the group is additionally associated with a UCD Master Extension Number. To activate UCD Hunting, an incoming call must route to the UCD Group master number. This is done by placing an Intercom call to the master number, transferring a call to the master number or setting up a DIL to the master number. When all members of the UCD Group are busy, the call can route to the programmed UCD Overflow destination.

[3.01] The system provides up to 30 UCD Groups if all Department Groups are assigned for UCD Hunting. By default, Department Groups 1-30 use extension numbers 601-630.

UCD Hunting and Call Coverage Keys

If an extension has a Call Coverage key for a UCD Group, the key will ring if a call comes into the group while all members are busy. This allows extension users to “cover” UCD Groups when they are busy.

If you set up the UCD Group with no members, the Call Coverage key will ring whenever a call comes into the group. This type of group functions as a “dummy” (phantom) extension.
  • Calls to the “dummy” extension activate the Call Coverage keys on the covering extensions.
  • Co-workers can transfer calls into the group. They will ring all Call Coverage keys for the group. If unanswered, a call transferred into the group follows the programmed overflow destination (as do unanswered calls). It will not recall to the transferring party.
  • A UCD Master night key for the group will control the night termination of any Direct Inward Lines (DILs) terminated to the group. For example, you can have a DIL to the UCD Group during the day and IntraMail at night. When an extension user presses the UCD Master night key for the group, the DILs route to IntraMail.
  • DILs to the group ring the Call Coverage keys on the covering extensions.
UCD Hunting Notes:

Conditions and Defaults

Conditions


  • None.

Default Setting


  • Hunting is not set up.
  • By default, extension (master) numbers for UCD Groups are:
    • [3.01] 601-630 for Department Groups 1-30.

Release Notes (System)

UCD Hunting Has Priority Over Terminal and Circular Hunting

[3.09] Starting with this software level, UCD Hunting has priority over Terminal and Circular Hunting. For example, if an extension in a UCD Group and also has RNA Terminal Hunting set up, a call ringing through the UCD Group will ignore the extension's Terminal Hunting setup.

Reference: A090918003

Other Related Features

Features


  • Call Coverage Keys
    • A keyset can have a Call Coverage key for a UCD Group master number. The key will ring if a call comes into the group while all members are busy.
  • Call Forwarding
    • If a member of a Circular or Terminal Hunting group forwards their calls, hunting will follow Call Forwarding.
    • Calls to a UCD Group will not follow Call Forwarding at a group member’s extension. However, calls directed to the group member’s extension (such as DILs and transferred calls) will follow the Call Forwarding set up at the extension.
  • Direct Inward Line
    • DILs to a Circular or Terminal Hunting group member initiate hunting. In addition, DILs to a UCD Group master number ring the UCD Group directly.
  • Directory Dialing
    • Intercom Directory Dialing will show UCD Group names.
  • Do Not Disturb
    • Placing an agent in DND temporarily removes it from the UCD Group.
  • Flexible Numbering Plan
    • UCD Hunting group master numbers cannot be in the extension number range. By default, the systems uses codes beginning with 0 for operator access and 9 for line/line group access.
  • Group Mailbox
    • If a call into a UCD Group overflows to voice mail, it is picked up by the Group Mailbox.
  • Group Ring
    • Group Ring calls do not activate hunting.
  • Intercom
    • Voice-announced Intercom calls do not initiate hunting.
  • Music on Hold
    • If Music on Hold is enabled for transferred calls, a caller transferred to a busy UCD Group hears MOH.
  • Night Service / Night Ring
    • To put DILs to a UCD Group master number into the night mode, press a uniquely programmed UCD Master Night key.
  • Transfer
    • Outside calls transferred to a Terminal or Circular Hunting group member activate hunting. In addition, outside calls transferred to a UCD Group master number activate hunting.
    • When handling Transfer recalls, Call Forwarding has priority over Extension Hunting. See Interaction Between Call Forwarding, Extension Hunting, and Transfer Recall in Transfer for more.
  • Voice Mail (IntraMail)
    • To set up extension overflow to voice mail, refer to Direct Inward Line
    • For Terminal and Circular Hunting, unsupervised transfers (UTRF) from the voice mail Automated Attendant route like outside calls. Supervised transfers (STRF) from the voice mail Automated Attendant route like Intercom calls. In either case, unanswered calls eventually route the initially called extension’s mailbox.

IntraMail Features


  • None