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Model 8520 User Guide – Issue 12, October 2008 Page 43
Hunt Groups
Hunt Groups
This chapter describes what Hunt Groups are and how to use them.
UCD and ACD Hunt Groups
Hunt groups are groups of internal parties (agents) who share a common (hunt group)
extension number. Calls can either be placed to the hunt group (using the hunt group extension
number) or to a specific agent (using the agent’s extension number). Hunt groups are
programmed by the system administrator.
Hunt groups types are either “UCD” or “ACD.”
• UCD Hunt Groups: Uniform Call Distribution (UCD) agents do not log in to the hunt group
to receive calls.
• ACD Hunt Groups: Automatic Call Distribution (ACD) agents log in to the ACD hunt group
to receive calls. The system distributes calls to ACD hunt groups as follows:
o Agent IDs: Each agent is assigned an Agent ID number for logging in to the hunt group
(see the next section). Hunt group calls are distributed to logged-in agents according to
their Agent ID number instead of their extension number. Agents can log in to any ACD
hunt group endpoint.
o Extensions: Hunt group members do not use Agent IDs, and calls are distributed to
endpoints where the agents are logged in.
Logging in to ACD Hunt Groups
You must log in to an ACD hunt group to receive hunt group calls. To stop calls, you either log
out of the ACD hunt group or divert calls. See “Diverting Hunt Group Calls” on page 45.
To log in to or out of all ACD hunt groups in which you are a member:
Dial 328 to log in followed by your Agent ID, if necessary. AGENT LOGGED INTO ALL
ACDS appears. Dial 328 to log out followed by your Agent ID, if necessary.
To log in to one or more ACD hunt groups:
1. Dial 326. The display shows AGENT LOGIN ACD HG #.
2. Do one of the following:
• Enter the ACD hunt group number.
• Press # to log in to all of your ACD hunt groups.
The display shows AGENT LOGIN AGENT ID.
3. Enter your Agent ID (if applicable), or press # if you do not have an agent ID. The
display shows the log in status for one or all hunt groups.
NOTES
Only one agent can be logged in to an endpoint.
If the ACD Agent ID Automatic Connect option is enabled for your hunt group and
you are using a headset, you are automatically connected to waiting calls when you
log in. However, the first call you receive after you log in rings until you answer it.
You are automatically connected to subsequent calls.
- Model 8520 1
- * to cancel the feature 3
- Commonly Used Feature Codes 3
- 3
- Maintenance and Repair 6
- Product Disposal Instructions 6
- Endpoint Usage 7
- Notice to Canadian Customers 8
- Notice to U.S. Customers 8
- Notice to European Customers 8
- Contents 9
- Call Features 27 10
- Messages 37 11
- Hunt Groups 43 11
- Troubleshooting 47 12
- Index 49 12
- Getting Started 13
- About Your Endpoint 14
- Feature Descriptions 15
- Message Indicator Lamp 16
- Programmable Buttons 16
- Dialpad Buttons 16
- Feature Buttons 17
- Comfort and Safety Tips 18
- Headset Instructions 19
- Personalizing Your Endpoint 21
- Listening to Background Music 22
- Changing the Language 22
- Default Access Codes 23
- Default Feature Codes 24
- Personalizing Your Endpoint 25
- Programming DSS/BLF Buttons 26
- Viewing Button Assignments 26
- Switching Keymaps 27
- Answering and Placing Calls 29
- Using Automatic Trunk Answer 30
- Placing Calls 30
- Using Camp-on 31
- Using Off-Hook Voice Announce 31
- Placing External Calls 32
- Redialing a Number 32
- Using Speed Dial 33
- * for a colon (:) 34
- Deleting Speed-Dial Entries 35
- Using the Directory 36
- Using Account Codes 37
- Call Features 39
- Using Ring Intercom Always 40
- Using Mute 40
- Placing Calls On Hold 40
- Entering a Hookflash 40
- Transferring Calls 41
- Viewing Caller ID Information 42
- Forwarding Calls 42
- Placing Conference Calls 43
- Using Record-A-Call 44
- Using Group Listen 44
- Using Call Logs 45
- Remote Programming 46
- Messages 49
- Using Do-Not-Disturb 51
- Using Reminder Messages 52
- Paging Other System Users 53
- Hunt Groups 55
- Other Hunt Group Features 56
- Diverting Hunt Group Calls 57
- Monitoring Calls 57
- Using Barge-in 57
- Stealing Hunt Group Calls 57
- Troubleshooting 59
- Troubleshooting Tips 60
- Page 50 Mitel 62
- Page 52 Mitel 64
- AYYY/YYYYA 66
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