1. Overview

Large and small businesses are looking for every efficiency they can, while being as responsive to their customers as possible. One tool commonly employed is sharing resources across a team of people to achieve a common goal, or creating pools of people performing a common task – Sales, Customer Services, etc. For this strategy to work, the phone system needs to reflect this team approach.

Hunt Groups allow a defined group of users to handle incoming calls received by an assigned Hunt Group’s phone number. Group administrators can choose from any of the supported “hunt” schemes to fit their business need. Each of which rings the specified phones in a different manner 

2. Feature Prerequisites

Before the Hunt Group service can be used, the following conditions must be met:

  • At least one 2 Way DID must be assigned to the Hunt Group and active
  • At least one user must be assigned to the Hunt Group

Hunt Group Notes:

  • User features such as Call Forwarding do not invoke on calls to users through the Hunt Group.
  • Business Continuity is invoked for the Hunt Group in the event that all assigned member phones lose registration or all assigned member phones are in a busy condition.

3. Log into the Portal

After entering the Service Provider URL in a browser, the Sign In window appears.

Figure 1 - Sign In Screen 

Click here to go straight to the login page. Enter the Username and Password. These credentials are sent via email when the Customer or Site Administrators are set up through the order process or in the Portal.

4. Go to the Services tab

Figure 2 - Hunt Groups Service Tabs

4.1 Select Services in the left hand navigation menu

4.2 Select Hunt Groups in the Call Routing section

Hit the Hunt Groups icon to open the Hunt Group window for set-up and editing.

5. Feature Setup

Figure 3 - Hunt Groups Feature Setup

5.1 Enable/Disable the Hunt Group

Click on the box in the Status column to change to enable or disable the Hunt Group.

  • When enabled, it shows as On and callers to the number will be auto answered.
  • When disabled, it shows Off, and callers to the number will hear a busy tone.

5.2 Select the Hunt Group to Configure

Select the Hunt Group to be configured. If you have a large list of them, you can also use the search tool at the top of the page

5.2.1 Click the Edit button to open the configuration window

5.3 Configure the Hunt Group

Figure 4 - Configure Hunt Group Top Section

Note: The Save button at the bottom of the screen must be clicked to save any configuration changes.

5.3.1 Top Dropdown box

The top label will show Hunt Group being edited. 

5.3.2 Incoming Call

  • Telephone Number – This is the lead number defined for the Hunt Group. To change it, go to Assignments/List by Number. Search for the number and go to the Options box for the number and select “Unassign Service”. 
  • Name – This is the name defined for the Hunt Group which shows in the list of Hunt Groups. By default the Hunt Group is given the phone number as the name. It may be changed to provide a more meaningful label. This is a required field. Supports from 1 to 30 characters.
  • Caller ID – Enter a label which will be shown to Hunt Group members as part of the Caller ID on incoming calls to Hunt Group. The caller ID will show the “HG Caller ID – calling party caller ID name and number”. This is a required field. From 1 to 30 characters are supported.
  • Extension – Shows the extension number of the Hunt Group. This can be used by users in the Enterprise to call the Hung Group. By default it is the last four digits of the lead phone number. This is a required field. From 2 to 6 digits are supported.

Figure 5 - Hunt Group Configuration Bottom Section

5.3.3 Call Routing

  • How do you want your phones to ring

Choose All At Once or One at a Time. 

  • All At Once - simultaneously rings all of the users in the group; the first user to pick up the ringing phone is connected
  • One at a time – Four options are available to choose from when one at time is desired: Circular, Most Idle, As Assigned or Weighted.
  • Circular - sends calls in a fixed order. The call is sent to the first available person on the list, beginning where the last call left off. Calls can be advanced to the next person after a defined number of rings with no answer, or if the person is already on the line.
  • Most Idle - as a call is completed, the user moves to the bottom of the call queue in a shuffling fashion. The next incoming call goes to the user who has been idle the longest. If a user receives a call that was not directed to them through the Hunt Group, the call is not included in the receiving order for uniform calls. Calls can be advanced to the next person after a defined number of rings with no answer, or if the person is already on the line.
  • As Assigned – sends calls to users in the order listed by an administrator. Incoming calls go to the first available person on the list, always starting with the first person on the list. Calls can be advanced to the next person after a defined number of rings with no answer, or if the person is already on the line.
  • Weighted - enables calls to be distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive.
  • Advance when busy (No call waiting) - Check the box to enable. When enabled, the Hunt Group will not ring members if they are busy on the phone, but will advance to the next member. If not enabled, the Hunt Group will ring busy users if they have Call Waiting enabled.
  • Advance after a set number of rings – Sets the number of ring cycles the Hunt Group will wait for a member to answer a call from the Hunt Group. If not answered within the set number of rings, the Hunt Group will ring the next member of the group.
  • Forwarding

In the event that all idle phones have been visited without answer or the Hunt Group is not reachable, an alternative phone number for handling the call optionally may be defined, pushing the call to another individual or group.

  • Forwarding – Provides a method the get the call to a party who can answer a call if not agent answers within the set number of rings.
  • Forward after a set number of rings – select a number of rings in the dropdown box.
  • Forward Calls to
  • Internal – Hit the radio button and select an internal number from the drop down box. If desired, you can send the call directly to the number’s voicemail by checking the Send to voicemail box.
  • External – Hit the radio button and enter a valid telephone number in the box.
  • Extension - Hit the radio button and enter an extension number. If desired, you can send the call directly to the extension’s voicemail by checking the Send to voicemail box.
  • Hit “Save” if changes are made to keep the settings. Otherwise close the pop-up to not save changes.

5.3.4 Phones

This section is for user assignments to the Hunt Group.

  • Available – Shows the list of users that may be assigned to a Hunt Group. Users may be assigned to multiple Hunt Groups.
  • Filter for users by entering a name or number in the Filter box.
  • Select the user or users by checking the box to the left of their name.
  • Hit the > arrow to add the selected users to the Hunt Group. They will appear now in the Assigned list.
  • Hit Save to keep the changes, otherwise hit Cancel to not save the changes and go back to the Hunt Groups list.
  • Assigned – Show the users which are assigned to the Hunt Group.
  • Filter for users by entering a name or number in the Filter box.
  • To unassign users, check the box to the left of their name and hit the < arrow button. 
  • Users will be removed from the Assigned list and appear in the Available list.

5.3.5 More Options – Business Continuity

  • Business Continuity – Provides a way to forward calls if the Hunt Group is not reachable which may be due to network or other issues. It also applies when all agents are busy on calls and the Advance when busy (No Call Waiting) is enabled.
  • Check the box to enable and enter a valid telephone number.
  • Hit “Save” if changes are made to keep the settings. Otherwise close the pop-up to not save changes.
  1. Forwarding – Forwarding for a Hunt Group directs calls to the lead number to a different destination. This capability may be useful in situations where calls to the Hunt Group need to be answered in a different location possibly due to emergencies or natural disasters. 

Two modes are supported: Always and Selective. 

If no forwarding is desired, keep on the default setting of Do No Forward.

Figure 6 - More Options Forwarding

  • Call forwarding always – sends all calls to the configured alternate destination
  • To enable, click the Call forwarding always radio button and enter a valid telephone number in the Forward To field.
  • Call forwarding selective – applies forwarding only to calls meeting the configured criteria. The criteria include the time, date, and/or calling number.

To enable, click the Call forwarding selective radio button, enter a valid telephone number in the Default forward to field and add at least one criteria rule.

Add criteria rule

Figure 7 - Call Forwarding Selective Schedules

  • Enter a Description for the rule which will be displayed on the rule list i
  • Scheduling - Select a desired Time or Holiday schedule. Only existing Site level schedules are available to be selected. Additional custom schedules may be created under Services>Scheduling.

Note: Both a Time and Holiday schedule may be selected. If both are selected, then forwarding rule will only be active if both the time and holiday schedules criteria is met.

It is best practice to choose only a Time Schedule or only a Holiday schedule for one rule. If a Holiday rule is required, create a separate rule for it. 

  • Time Schedule – defines the days of the week and the specific hours/minutes of a day the rule will be active. 
  • Holiday Schedule – defines special days or time periods which may require different call routing.

Figure 8 - Call Forwarding Selective Criteria

  • Forward To – Sets the phone number to which the call will be sent. Select either Default Phone Number, Another Phone number or Do Not Forward
  • Default Phone – uses the phone number entered as the Default Phone number
  • Another Phone Number – If a number other than the Default number is desired, select this radio button and enter a valid phone number in the Forward to field.
  • Do not forward – Choose this option to disable selective call forwarding for this Automated Attendant.
  • Calls From - You may apply the rule to calls placed from any number or from selected numbers. Select one option.
  • Any numbers -enables forwarding from all originating phone numbers.
  • Following numbers - Applies the forwarding only when calls are received from the phone numbers defined below. Choose desired options.
  • Any private numbers: Calls from anonymous/private numbers. 
  • Any unavailable numbers: Calls that do not have an identified caller ID are presented as unavailable numbers.
  • Specific Number: You may define up to 12 specific telephone numbers from which forwarding will apply. Enter valid telephone numbers in the fields provided.
  1. Alternate Numbers

The Alternate Number feature for Hunt Group provides the capability to have 10 additional telephone numbers ring to the same Hunt Group. This may be useful when is desired to monitor call traffic from different numbers but serve them from the same Hunt Group.

  • Add Alternate Number

Figure 9 - Alternate Number List

  • Hite the “Add” button at the bottom of the screen

Figure 10 - Add Alternate Number

  • Choose the alternate number to assign to the Automated Attendant from the Phone Number drop down box.
  • Hit “Save”
  • Delete Alternate Number

Deleting an Alternate Number disables the number from ringing the Hunt Group and puts it back into the pool of Site numbers which can be assigned to a user or service. The Alternate Number can’t be edited once it has been added. To change the number, it must first be deleted and then the new number added.

Figure 11 - Delete Alternate Number

  • Check the box next to the number to delete.
  • Hit the “Delete” button at the bottom of the screen.

bOnline Guide

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