business digital voice hunt group – site services digital voice hunt group – site services...

Business Digital Voice Hunt Group – Site Services

Verizon Business Digital Voice 1 06/08/15

Feature Overview Don’t miss a call! With a Business Digital Voice Hunt Group, a customer will be automatically transferred from line to line until someone at your business answers the phone. Alternatively, you can allow all phones to ring at the same time.

Hunt Groups allow a defined group of users to handle incoming calls received by an assigned Hunt Group’s phone number. Administrators can choose from any of the following “hunt” schemes, each of which rings the specified phones in a different manner:

• Ring all of the users in the group at the same time - the first user to pick up the ringing phone is connected.

• One at a Time selections:

o Circular – sends calls in a predetermined order. The call is sent to the first available person on the list, beginning where the last call left off. Calls can be advanced to the next person after a defined number of rings with no answer, or if the person is already on the line.

1. Caller dials the Hunt Group number

2. Hunt Group receives call

3. Following the user that answered the last call, the first available assigned user’s phone rings (in this case the second user)

4. Call is routed to next assigned user after predetermined number of rings with no answer

5. This repeats until the call is answered by an assigned user



3. All assigned phones ring at the same time

4. Call is connected by the first assigned user who picks up the phone



o Selected Number – Rings users in the order selected by the administrator.

o Distribute Calls Evenly – as a call is completed, that user moves to the bottom of the call queue. The next incoming call goes to the user who has been idle the longest. If a Business Digital Voice user receives a direct dialed call, that call is not included in the receiving order for distribution.



3. The first assigned user’s phone rings

4. Call is routed to next assigned user after predetermined number of rings after no answer.

5. This repeats until the call is answered by the next assigned user

6. If last assigned user does not answer call, call may end, go to voicemail, or overflow based on selected settings, but does not start at beginning of Hunt Group.



3. The most idle user’s phone rings

4. If last assigned user does not answer the call, the call may end, go to voicemail, or overflow based on settings, but does not start at beginning of Hunt Group.



o Weighted Call Distribution – enables calls to be distributed to agents according to a pre-defined weighting. Each agent is assigned a weight corresponding to the percentage of incoming calls they should receive.

Feature Prerequisites: Before the Hunt Group service can be used the following conditions must be met:

• At least one user must be assigned to the Hunt Group

Hunt Group Notes:

• Don’t forget to set up Business Continuity for your Hunt Group Number, this will forward calls to a

prescribed number in the event of an emergency • Business Continuity is activated for the Hunt Group only in the event that all assigned member phones lose

registration • Business Continuity is available on an end user phone number and when activated could end the hunt

group sequence

• Advance to next number when busy setting should be selected to bypass call waiting

• When mobility is enabled on an end user’s phone number, ensure they select the “Require Answer Confirmation” box under My Phone. This option is found by selecting My Features then Mobile App and scrolling to the Mobility selections

1. Caller dials the Hunt Group number 2. Hunt Group receives call

3. The Business Digital Voice Hunt Group

determines the appropriate phone to ring first based on maintaining the preset call distribution weights in relation to historical call volume

4. If last assigned user does not answer call,

call may end, go to voicemail, or overflow based on settings, but does not start at beginning of Hunt Group.



Feature Setup Prior to using the Business Digital Voice Hunt Group service, the administrator must set up the Hunt Group to receive and route calls appropriately. Once logged into My Account, follow the steps detailed below.

Step 1. Go to My Site Step 2. Select the appropriate Site to manage

Step 3. Click Site Services



Step 4. Click Hunt Group

Step 5. Select the Hunt Group to Setup

Step 6. Setup the Business Digital Voice Hunt Group Information and Assignments



Step 7. Business Digital Voice Hunt Group Settings

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