Editing Products and Packages - Hunting Tab

If a Product is assigned a Product Class of Hunting, an additional Hunting tab is provided in the Product Detail window.

Note

A Hunting class can only be applied to products that are assigned at the customer account level.

When the switch receives an incoming call, it searches for the first available agent and routes the call to that person's telephone/terminal. Searching for an available agent is referred to as "hunting". Many algorithms can be used to "hunt" for an available agent. The following briefly describes two algorithms, in order to illustrate the hunting functionality:

• If you choose a Circular hunt group, the pool of agents are logically arranged in a circular fashion. When a call comes into the switch, the switch starts with the last agent that was connected to a call and sequentially hunts along the circle of lines until it locates the next agent that is available to handle the call. The switch then routes the call to that line.

• If you choose a Terminal hunt group, the pool of agents are logically arranged in a sequential list. When a call comes into the switch, the switch starts with the first line in the list and sequentially hunts down the list until it locates the next agent that is available to handle the call. The switch then routes the call to that line.

  Note

  With this type of hunt group, the switch always starts hunting with the same line.

  

  The top half of the Hunting tab displays the following information for each hunt group that is currently assigned to the product:

  Activity	Activity for the hunt group: Change Delete Existing New These activities are described in the following sections.
  ID	Unique identifier (4 alphacharacters) assigned to the hunt group.
  Type	Hunt algorithm used for the hunt group: Circular Multi-line circular with Terminal numbers Multi-line series completion with Terminal numbers Non-Sequential Series Complete Preferential Sequential Series Complete
  Pilot Number	In a multi-line hunt group, the pilot number is the telephone/terminal number to start hunting from.
  Hunt Number	Unique ID that is automatically assigned by the system when the hunt group is added to the product.

To display the lines that are assigned to a particular hunt group, click on the desired hunt group in the top half of the Hunting tab. This displays the following information in the bottom half of the Hunting tab for each line that is currently assigned to the selected hunt group:

Note

This information must be defined in order to electronically provision hunting.

Hunt Line Order

The order in which the hunt lines appear in the bottom half of the Hunting tab reflects the position of the lines within the corresponding hunt group. You can use the up and down arrows ( and ) on the bottom half of the Hunting tab to change the order/position of the lines in the selected hunt group. To do this:

1. Click on the hunt group in the top half of the Hunting tab. All lines currently assigned to the selected hunt group are displayed in the bottom half of the Hunting tab.

2. Click on the hunt line you want to move.

3. Click the up or down arrow to move the selected line to the desired location/position within the selected hunt group.

Adding/Editing/Deleting a Group

To add a hunt group to a product:

1. Right-click anywhere in the top half of the Hunting tab and select New (or Edit to modify). This displays the Add/Edit Hunt Group window.

   

2. Enter the hunt group information as described below:

   Activity	Select the activity for this hunt group from the drop-down list.
   ID	Enter the ID you assigned to this hunt group.
   Type	Select the type of algorithm to use for this hunt group.
   Pilot Number	Enter the telephone number/terminal number where the switch should start hunting for an available agent.

3. Click Save. This adds the new Hunt Group to the Hunting tab.

   To delete a group, select it, right-click and choose Delete.

Adding/Editing/Deleting a Line

To add/edit a hunt line to a hunt group:

1. Click on the hunt group in the top half of the Hunting tab. All lines currently assigned to the selected hunt group are displayed in the bottom half of the Hunting tab.

2. Right-click anywhere in the bottom half of the Hunting tab and select New (or Edit to modify). This displays the Add/Edit Hunt Line window.

   

3. Enter the Hunt Line information as described below:

   Activity	Select the desired activity for this hunt line from the drop-down list.
   Type	Select the type of line from the drop-down list.
   Number	Enter the telephone number/terminal number assigned to this line.

4. Click Save. This adds the new hunt line to the hunt group.

   To delete a hunt line. select it. right-click and choose Delete.