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Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 99
Group calls. If you need more time than what is allotted by default, you
can use the Extend Wrap-Up Time feature.
Extend Wrap-Up Time
If the Wrap-Up Time feature is enabled by the ACD administrator, the
Extend Wrap-Up Time feature is enabled by default and allows an agent
to extend the Wrap-Up Time period for the same time duration as the
Wrap-Up Time.
This feature is valid only if you are already in the wrap-up mode. You can
activate the Extend Wrap-Up Time once per call using Feature code 973
or by mapping an access button to this feature (see
“User Button
Mapping”).
Hunt Groups Incoming calls ring to one member of the hunt group. If that member’s
telephone is in use, or if that member does not answer the call, the
system “hunts” for another member of the group until the call is
answered or is forwarded to the group call coverage point. For example,
if there are no available members of the hunt group, the call might be
forwarded to a group mailbox or to the receptionist.
Figure 4 shows the
path of a call coming into a hunt group.
Figure 4 Sample Hunt Group Configuration
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2