The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.
Example Hunt Group
The follow are simple examples of how a department might use the facilities of an IP Office hunt group.
1. Basic Hunt Group
The Sales department want all sales related calls to be presented first to Jane, then Peter and finally Anne.
Create a hunt group named Sales and assign it an extension number.
Set the Hunt Type to Linear.
Add Jane, Peter and Ann to the Extension List in that order.
Turn off queuing on the Queuing tab and voicemail on the Voicemail tab.
Route relevant calls to the Sales group by selecting it as the destination in the appropriate Incoming Call Routes.
Any call received by the Sales hunt group is first presented to Jane if she is available. If Jane is not available or does not answer within 15 seconds the call is presented to Peter. If Peter is not available or does not answer within 15 seconds the call goes Anne. Since voicemail is not on, the call will continue to be presented around the group members in that order until it is answered or the callers hangs up.
2. Adding Voicemail Support
An IP Office voicemail server (Voicemail Lite or Voicemail Pro) has now been added to the IP Office system. The Sales department wants to use it to take messages from unanswered callers. When messages are left, they want Jane to receive message waiting indication.
Open the Sales hunt group settings and select Voicemail On on theVoicemail tab.
Select the User settings for Jane. On the Source Numbers tab, add the entry HSales.
Once a call to the Sales group has been presented to all the available members, if it is still unanswered then the call will be redirected to the group's voicemail mailbox to leave a message. When a message has been left, the message waiting indication lamp on Jane's phone is lit.
3. Using the Queuing Facility
The Sales department now wants calls queued when no one is available to answer. However if the number of queued calls exceeds 3 they then want any further callers directed to voicemail.
Open the Sales hunt group settings and select Queuing On on the Queuing tab.
Set the Queue Limit to 3.
When the Sales group are all on calls or ringing, any further calls to the group are queued and receive queuing announcements from the voicemail server. When the number of queued calls exceeds 3, any further calls are routed to the group's voicemail mailbox.
4. Using Out of Service Fallback
During team meetings, the Sales department want their calls redirected to another group, for this example Support.
Open the Sales hunt group settings and select the Fallback tab. In the Out of Service Fallback Group field select the Support group.
Create a system short code *98 / 300 / Set Hunt Group Out of Service.
Create a system short code *99 / 300 / Clear Hunt Group Out of Service.
Prior to team meetings, dialing *98 puts the Sales group into out of service mode. Its calls are then redirected to the Support group. Following the meeting, dialing *99 puts the Sales group back In Service.
5. Using a Night Service Time Profile
Outside their normal business hours the Sales department want their group calls automatically sent to voicemail. This can be done using a time profile and leaving the Night Service Fallback Group setting blank.
Create a Time Profile called Sales Hours and in it enter the time during which the Sales department are normally available.
Open the Sales hunt group settings and select the Fallback tab.
In the Time Profile field select Sales Hours.
Outside the normal business hours set in the time profile, the Sales hunt group is automatically put into Night Service mode. Since no Night Service Fallback Group has been set, calls are redirected to voicemail.