Planning and Installation Guide Chapter 4: Routing Calls
Consider the inter-site call flow, such as your operator’s or receptionist’s role in
handling inbound calls, and the role of others who are not physically present at the
main site.
Identify call flow early. Do not wait until the last minute, or try to identify the call
flow the day of cut-over.
Interview the key members of your organization (workgroups, operators,
assistants, and executives) to determine their individual preferences and needs, and
make sure they agree with any decisions that affect their respective areas.
Create an off-hours call routing plan.
4.2 Hunt Groups
Hunt groups allow you to route calls to a list of extensions. Hunt groups can be accessed
through an extension, DID, and/or DNIS. Hunt groups are supported by ShoreGear
switches and remain available even when connectivity to the Headquarters server is lost. A
single switch can host up to 8 hunt groups and a maximum of 16 extensions total per
switch. A hunt group can be used as the backup destination for an operator or workgroup,
so that basic hunting occurs even when the operator or workgroup is not reachable. To
maximize reliability, assign hunt groups to a switch close to the majority of the members
and/or trunks associated with the hunt group.
Hunt groups can be used for:
Backup Routing for a workgroup
Hunt groups can be used when the workgroup server is not reachable because of a
network outage or admission control. 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 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. Hunt groups
can provide alternate destinations in this case.
Distribution of Calls to Backup Operators
A hunt group can provide backup operators for the primary operator who handles
calls to a main company number.
Common Line Monitoring
A hunt group can be used for line monitoring. For example, several operators may
wish to monitor the same line and all have an opportunity to answer calls at the
same time.
4.3 Direct All Calls to an Auto-Attendant
You can direct all inbound calls to the automated attendant, and prompt the calling party to
route the call, based on menu options. Auto-attendant answering is typically used by
smaller companies and smaller locations that do not choose to use direct inward dial (DID)
numbers. See Figure 4-1 for an illustration of auto-attendant call flow.
Organize the auto-attendant with options for various departments. In addition, include an
“out” for callers if they must speak to a live attendant or have a rotary telephone. This
destination must be one that will always be answered. In many cases, it is a receptionist’s
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