Installation guide

Hunt Group Applications Planning Applications and Services
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ShoreTel 14.2 Planning and Installation Guide 151
Backup Routing for Workgroup
To use a hunt group as a backup when the workgroup server cannot be reached, create a hunt group
with workgroup members who will serve as backup members. To use the hunt group when the
workgroup server is not reachable because of a network outage, admission control, or a server outage,
set the workgroup’s backup number to the hunt group. When the hunt group is set to offer each
member a single call at a time, then call offering is similar to a workgroup. Hunt group members are
hunted even though they are logged out or in wrap-up with respect to the workgroup.
Hunt Group as a Call Forward Destination
In a small office where individuals generally receive calls directly, users may want someone in the
office to answer calls when they are unable to answer. To handle this situation, create a hunt group
with everyone in the small office as a member. Individual users can set their call forward destinations
to this hunt group. The hunt group can be configured with simultaneous ring, which rings to hunt
members only once, and to go to voice mail with Call Forward Busy and Call Forward No Answer
conditions.
When configured as described above, if a user's call was forwarded to the hunt group after it wasn't
answered, the hunt switch hunts everyone in the office. If the call was not answered after the maximum
number of rings, the call is forwarded to voice mail where the caller can leave a message in the original
target's mailbox.
Distribution of Calls to Backup Operators
In this scenario, a primary operator who handles calls to a main company number requires one or
more secondary operators to receive the calls when the primary operator becomes too busy.
To create a hunt group to back up the primary operator, create a hunt group with backup operators.
Enter the main operator and all the backups as members of the hunt group in the order in which they
are to serve as backups. Set the hunt group for multiple calls to be hunted to a given member, and set
the call stack size for each of the users to control the number of calls he or she can receive.
When there are incoming calls to the hunt group, the primary operator is offered the calls first. The
operator may be offered multiple calls concurrently up to the limit of his or her call stack. If a member's
call stack is full, the member is skipped and that particular call is not be offered again unless the hunt
group is set to hunt forever and no member picks up the call before the member is reached again in
the hunt list.
If a member of the operator group does not answer the hunt call, the call is offered to the next member
after the number of rings configured for call forwarding. Thus, even if the primary operator has room on
his or her call stack, the call is offered to the next member in the list when the operator does not
answer the call in time.
If you want calls to go directly to a backup when the primary operator is not available, then set the hunt
group not to hunt the members when their current call handling mode is set to Call Forward Always
(DND). Operators can use this configuration to pass calls to other hunt group members by changing
their call handling mode to Call Forward Always.
You may wish to have a hunt group that goes immediately to voice mail or another number during non-
working hours. The hunt group can be configured with an off-hours schedule. Setup a schedule for on-
hours during which the call handling mode for the hunt group is configured to forward calls to another