Configuring Hunt Groups

Content

A hunt group is used to route calls to a limited set of user extensions within your ShoreTel Connect CLOUD phone system. Hunt groups typically consist of user phone profiles for specialized areas of a company or organization. For example, a Sales hunt group would route calls to a group of selected sales personnel in your company. A hunt group can contain a maximum of 16 members.

NOTE: Hunt Groups are not compatible with Shared Call Appearance (SCA). SCA users are not available for adding to Hunt Groups. For more information about SCA, see Configuring Shared Call Appearances.

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone System menu, click Visual Call Flow Editor.
  3. Do one of the following:
    • To edit an existing hunt group, click the name of the hunt group in the list, and then click Edit on the toolbar.
    • To create a copy of an existing hunt group, click the name of the hunt group in the list, and then click Copy on the toolbar.
    • To create a new hunt group, click Add on the toolbar, and then click Hunt Group.

      The parameters for the new or existing hunt group are displayed in the Editor Panel.

  4. Specify the values as appropriate. (For more information about the hunt group parameters, see the Hunt Group Parameters table.)
  5. Click Finish (located below the interactive diagram).
Hunt Group Parameters

Parameter

Description

Name

Specifies the name of the hunt group.

Extension

Specifies the extension used to reach the hunt group.

NOTE: When the hunt group configuration is saved, a programming profile is created automatically using the entered extension and the selected phone number, if you choose to assign one.

Make extension private

Select this check box to remove this number from the system directory.

Backup extension

Specifies the backup extension for the hunt group.

The backup extension supports back-up call routing in case of a system failure. This extension can be another hunt group or a user’s extension. If a call is not answered by the hunt group because of a system malfunction such as an unavailable server or network problem, the call is routed to the backup extension.

Location

Specifies the location that the programming profile for the hunt group is assigned to.

Phone Number

Click Assign to select a phone number to use to access the associated hunt group.

To unassign a phone number from the hunt group, click User-added image.

NOTES:

  • When a phone number is selected and the hunt group configuration is saved, a programming profile is created automatically using this phone number and the entered extension.
  • Global Numbers are not available to assign directly to hunt groups; to map a Global Number to a hunt group, see Managing Phone Numbers. For more information about Global Numbers, see ShoreTel Connect CLOUD Global Numbers.

Include in System Dial By Name directory

Select this check box if you want the hunt group to be included in the auto attendant’s dial-by-name directory.

Site

Select the site to associate with the hunt group. Always choose the site that has the most hunt group members.

Group members

Click Edit to add, edit, or remove hunt group members.

For detailed information about adding and removing members of a hunt group, see Adding or Removing a Member from the Hunt Group.

Distribution pattern

Select one of the following options for distributing incoming calls to members of the hunt group:

  • Top Down starts with the first member in the member list and sequentially searches through the list until an available member is found.
  • Simultaneous sends the call to all available members simultaneously.

For information about changing the order of the member list, see Changing the Position of a Member in the Member List.

Rings per member

Specifies the number of times to ring a member’s phone before forwarding the call to the next member in the hunt group.

No answer number of rings

Specifies the total number of times to ring phones before forwarding the call to the No answer Call forward destination.

NOTE: This indicates the total combined number of rings for all members for a single call.

Call member when forwarding all calls

Select this check box to offer a call to a hunt group member even if the member’s availability state is set to Always forward my calls.

Skip member if already on a call

Select this check box to prevent calls from being offered to a member when the member’s phone is busy or currently being offered a call, even if the member’s call stack is not full.

Call Forward Settings

Specifies the numbers to forward inbound hunt group calls to when the calls are not answered before the specified number of rings or because the specified call stack depth has been reached.

  • Call stack full - Specifies the number to forward calls to when the call stack is full.
  • No answer - Specifies the number to forward calls to when the call is unanswered after the specified number of rings.
  • Off-hours/Holiday destination - The destination for inbound calls during off-hours and holiday schedules.
  • On-hours schedule - The current On-Hours schedule used for the hunt group.
  • Holiday schedule - The current Holiday schedule used for the hunt group.

Adding or Removing a Member from the Hunt Group

You can add user extensions and auto attendants as members of a hunt group. A hunt group can contain a maximum of 16 members.

NOTE: Other hunt groups can be added as hunt group members, but this is not recommended due to the possibility of creating call flow loops, other errors, and potential system instability. However, you can use another hunt group extension as the call stack full destination.

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone System menu, click Visual Call Flow Editor.
  3. Do one of the following:
    • To edit an existing hunt group, click the name of the hunt group in the list, and then click Edit on the toolbar.
    • To create a copy of an existing hunt group, click the name of the hunt group in the list, and then click Copy on the toolbar.
    • To create a new hunt group, click Add on the toolbar, and then click Hunt Group.

      The parameters for the new or existing hunt group are displayed in the Editor Panel.

  4. Next to Group members, click Edit.
  5. Do one of the following:
    • To add a member to the hunt group, click next to the member name in the Available list.
    • To remove a member from the hunt group, click next to the member name in the Selected list.
  6. Click Back to return to the hunt group parameters.

Changing the Position of a Member in the Member List

If the call distribution pattern is Top Down, the position of the member in the hunt group list can affect how likely that member is to receive an incoming call. When Top Down is selected, it is more likely that members closer to the top of list will be selected to receive a call. This is because for each new call, the hunt for a free member always begins at the top of the list.

To change the position of a member in the member list:

  1. Log in to the ShoreTel Connect Portal.
  2. On the Phone System menu, click Visual Call Flow Editor.
  3. Do one of the following:
    • To edit an existing hunt group, click the name of the hunt group in the list, and then click Edit on the toolbar.
    • To create a copy of an existing hunt group, click the name of the hunt group in the list, and then click Copy on the toolbar.
    • To create a new hunt group, click Add on the toolbar, and then click Hunt Group.

      The parameters for the new or existing hunt group are displayed in the Editor Panel.

  4. Next to Group members, click Edit.
  5. In the Selected list, do one of the following:
    • Click the up arrow button next to the member name to move the member up in the list.
    • Click the down arrow button next to the member name to move the member down in the list.
  6. Click Back to return to the hunt group parameters.

Related Articles

Using the Visual Call Flow Editor
Managing User Groups
Configuring Auto Attendant Menus
Configuring Pickup Groups
Configuring Paging Groups
Configuring Schedules
Configuring Emergency Hunt Groups
ShoreTel Connect Portal Documentation

ShoreTel Dates

Created Date 2016-08-12 - Modified Date 2017-07-26


Article: 000012043