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218 CHAPTER 8: CONFIGURING GROUPS
To remove a phone from a group, click Unassign for the appropriate
phone number. To delete multiple phones, select them by enabling the
check box next to each entry and click Unassign Selected.
Configuring Hunt
Groups and
Attendants
You can establish formal and informal call centers so that incoming calls
can be directed to several telephones that have been associated into hunt
groups or attendant coverage.
A call center is a general term that refers to any system that accepts
incoming calls to a site, ensures that those calls are sent to the proper
destination within the site, and manages database records on call activity
and distribution. The call center can be used, for example, as a help desk,
a reservations counter, an information hotline, or a customer service
center.
Hunt Groups and
Calling Groups
A hunt group is a group of VCX phone extensions that are configured
under a virtual extension. An incoming call to the virtual extension rings
on the phone of one hunt group member. 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.
You can configure a hunt group in which all members are fax machines.
Incoming faxes are routed to an available fax machine. Depending on the
type of hunt group configured, if no fax machine is available, pending
faxes may be queued until a machine becomes available or they may be
sent to the call coverage point.
The method used to hunt for an available hunt group member is
determined by a configured call coverage pattern for that group. Pattern
types include linear, circular, and calling groups. These patterns are
described in the section, Hunt Group Types
.
Hunt Group Types
The type of hunt group determines how incoming calls are allocated to
group members. You can configure a linear hunt group, a circular hunt
group, and a calling group.