Lucent Technologies 8.2 User Manual
DEFINITY ECS Release 8.2
Administrator’s Guide
Administrator’s Guide
555-233-506
Issue 1
April 2000
Handling incoming calls
153
Managing hunt groups
7
We will assign 3 people (agents) and their extensions to our helpline. We want
calls to go to the first available person.
calls to go to the first available person.
Instructions
To set up our helpline hunt group:
1. Type
add hunt-group next
and press
RETURN
.
The
Hunt Group
screen appears. The Group Number field is automatically
filled in with the next hunt group number.
2. In the Group Name field, type the name of the group.
In our example, type
internal helpline
.
3. In the Group Extension field, type the phone number.
We’ll type
1200
.
4. In the Group Type field, type the code for the call distribution method you
choose.
We’ll type
ucd-loa
so a call goes to the agent with the lowest percentage of
work time since login.
NOTE:
The COS for all hunt groups defaults to 1. Therefore, any changes to
COS 1 on the Class of Service screen changes the COS for all your
hunt groups. A
COS 1 on the Class of Service screen changes the COS for all your
hunt groups. A
COS
field does not appear on the Hunt Group screen.
5. Press
NEXT PAGE
to find the Group Member Assignments page.
Page 1 of X
HUNT GROUP
Group Name: internal helpline
Group Number: 5
Group Extension: 1200
Group Type: ucd-loa
MM Early Answer? _
Skill? _
ACD?
Queue? _
Vector? _
AAS? _
Security Code: ____
COR:
ISDN Caller Disp: ________
TN: _
Measured: ________
Supervisor: Extension: ____
Controlling Adjunct: ____
Multiple Call Handling: __________
Objective: ____
Queue Length: ___
Calls Warning Threshold: ___
Calls Warning Port: __
Time Warning Threshold: ___
Time Warning Port: __
Redirect on No Answer (rings): _ Redirect to VDN: _
Forced Entry of Stroke Counts or Call Work Codes? _