Configure attendant hunt groups

Overview

An attendant hunt group enables a group of attendants to be called using a single directory number.

Attendant hunt groups can be used as destinations in welcome services and Automated Attendants, and these services can be combined to reach an attendant hunt group.

At creation, attendant hunt groups are automatically associated to a bubble allowing their members to access services such as conferencing, shared files, call log, voice mail and statistics.

Each attendant hunt group is defined by a name, an internal extension number, and optionally, a public number.

Note: Attendants cannot be mixed with company members in an attendant hunt group. A hunt group can only include a user type: company members or attendants.

Call overflow on attendant hunt group

When all attendants are busy or unavailable, incoming calls overflow to the destination configured for the attendant hunt group: a company member, another hunt group, an internal or public number, a voice prompt (default or customized), an Automated Attendant or a voice mail.

Call overflow cannot be disabled for hunt groups: only the destination, defined by default with the default voice prompt, can be modified when creating or modifying a hunt group.

Call distribution on attendant hunt group

Call distribution on attendant hunt group is based on parallel search: all free attendants in the hunt group are called at the same time.

Configuration overview

Configuration of attendant hunt groups is performed from the hunt group management window.

From the hunt group management window, you can:

• Create attendant hunt groups
• Manage attendant hunt group settings, with following operations:
  • Define the attendant role in hunt group:
    • Agent: attendant answers phone calls
    • Administrator: attendant manages hunt group settings (destination of call overflow and public number of hunt group), but does not answer phone calls
    • Administrator & Agent: attendant manages hunt group settings and answers phone calls

  • Manage the destination of call overflow on busy and on no answer. The destination can be a company member, another hunt group, an internal or public number, a voice prompt, an Automated Attendant, a voice mail or a welcome service

    Note: The default voice prompts and waiting music used for call overflow can be customized: see article: Customize voice prompts.
  • Authorize/forbid the last attendant to withdraw from the hunt group. When forbidden, the last attendant is warned he/she cannot withdraw from the hunt group
  • Authorize/forbid attendants with administrator role to manage the public number of the hunt group
  • Configure call recording for the hunt group

  • Customize voice prompts when the destination of call overflow on busy and or no answer is a voice mail

    Warning: The default voice prompts cannot be downloaded for archive. After customization, it is no more possible to switch back to the default voice prompts.
  • Analyze hunt group activity (number of incoming, answered and missed calls) of the last 28 days and download a hunt group activity report in csv file
  • Block some incoming calls to the hunt group by managing a black list (blocked phone numbers)
    Blocked incoming calls overflow to the destination configured for the hunt group.

Before you start

Company members must be granted a Voice Attendant license to work as attendants and belong to attendant hunt groups. For details : see article: Configure attendant consoles.

Accessing the hunt group management window

1. From the Rainbow application, click on Manage your company in the left panel.
2. In the MY COMPANY panel, click on the name of your company.
3. In the left panel, click on Communication.
4. In the right part of the window, click on the Groups tab.

Creating an attendant hunt group

1. From the hunt group management window, click on Create.
2. In the Name field, enter the name of the attendant hunt group.
3. In the Type field, select Hunt group.
4. In the Subtype field, select Attendant.
   The Distribution field is automatically set to Parallel.
5. In the Internal number field, select the internal extension number of the hunt group among listed available numbers.
6. In the Public number field, select the public number of the hunt group among listed available public numbers.
7. Optionally, select the Lock the last member (no empty group) check box to forbid the last attendant to withdraw from the hunt group.
8. Optionally, unselect the Allow the group manager to modify the DDI check box (enabled by default).
9. Optionally, in Call overflow section, manage the destination of call overflow on busy and on no answer. For details, see: Managing an attendant hunt group.
10. Click on Next.
11. To add attendants, enter the first letters of their name or email address. A list of matching entries appears allowing you to select the attendant of your choice.
12. In Roles column, select the role of attendants in hunt group: Agent, Administrator or Administrator & Agent.
13. Click on Apply.
    The hunt group is created and displayed in the group list.

Managing an attendant hunt group

1. From the hunt group management window, search the target attendant hunt group using any of the following:
   • From the list of hunt groups: click on Groups tab and select the target attendant hunt group.
   • From the list of attendants of hunt groups: click on Members tab, click on the right arrow in front of the attendant of the target attendant hunt group, and select the target attendant hunt group.
2. Select the Members tab.
3. Perform any of the following:
   • To change the attendant role: in Roles column, click on the down arrow in front of the target attendant and select the role: Agent, Administrator or Administrator & Agent.
   • To remove an attendant click on in front of the target attendant.
   • To add an attendant: enter the first letters of the attendant name or email address and select the attendant of your choice in the list of matching entries.
4. Select the Information tab.
5. Select/unselect Lock the last member (no empty group).
6. Select/unselect the Allow the group manager to modify the DDI.
7. In the call recording field, select the calls that will be recorded: All calls, External calls only, or Internal calls only, or select None to disable call recording for the hunt group.
8. In the Call overflow field, configure the Destination type of call overflow on busy and no answer:

   • If Member is selected, enter the first letters of the name or email address of target attendant. A list of matching entries appears allowing you to select the attendant of your choice.

     Note: Only attendants configured with an extension number can be selected as destination of the call overflow.
   • If Voice prompt is selected, select either the voice prompt configured by default, or a customized voice prompt if available: see article: Customize voice prompts.
   • If Voicemail is selected, customize the voice prompt to be played when accessing voice mail: see: Customizing voice prompts for call overflow on voice mail.
9. In the Overflow Timeout (s) field, enter the ringing time before call overflows to its destination (60 seconds by default).
10. Optionally, to block some incoming calls to the hunt group, select the Blacklist tab, enter the phone numbers to be blocked in the desired format and click on + Add.
11. Click on Apply.

Customizing voice prompts for call overflow on voice mail

1. From the hunt group management window, click on the target attendant hunt group and select the Voicemail prompts tab.
2. From the voice prompt configuration panel, click on Browse and select the wav file to upload.
3. In the Voice prompt field, select the voice prompt type.
4. Click on Upload.
   The customized voice prompt is displayed in the list with Customized type and active status ().

Deleting an attendant hunt group

1. From the hunt group management window, move your mouse over the target attendant hunt group, click on  , and select Remove group.
2. Click on Remove.
   The attendant hunt group is deleted from the group list.