What are hunt groups & how do I create them in BCM?

You can have up to 30 different Hunt groups on your system. 
Each hunt group has its own unique extension number starting at DN625. Lines assigned to the hunt group will ring the member extensions of that group depending on which mode is selected. Any call transferred to the hunt group DN will also ring all the member extensions.

Each group can be set to ring in some of 3 different modes:-

  • Broadcast - simultaneously rings at each non-busy telephone in the hunt group.
  • Sequential - rings the first telephone in the hunt group list. If that telephone is busy, the system continues down the hunt group priority list until a non-busy telephone accepts the call.
  • Rotary - the call starts at the member telephone that appears on the list after the telephone that answered the last call. If that telephone is busy, the system proceeds down the priority list until a non-busy telephone is reached.

Hunt delay - If mode is either Sequential or Rotary, Hunt Delay specifies how much time to delay, offering a queued call to a member telephone when that telephone becomes available.

If Busy - Select how you want the system to respond if all lines appear as busy:

  • Busy tone: If all lines are busy, the user receives a busy tone.
  • Queue: If all lines are busy, the user hears ring back until an agent is available.
  • Default: Busy tone.

Queue timeout - Select the time for a call to remain in the Hunt Group. This value defines the maximum time a call remains queued, and the maximum time to offer a call before sending it to the overflow if it is not answered. If the queue times out before the call connects to a member telephone, the call is terminated. If the call has been offered to a member telephone, but is not answered when the queue times out, the call is rerouted to the overflow DN, Default: 60

Overflow - This setting determines where unanswered calls are routed after the Queue timeout occurs. If a call overflows back to the same Hunt Group, the call goes to the bottom of the queue, and is treated as a new call.