ipLDK Hunt Group explained

In PBX systems stations can be grouped so that incoming calls may be routed to an idle station in the group. Here are the Hunt Group explained for ipLDK and other LG-Ericsson PBX systems.

Hunt Group

Several VMIB announcements may be provided to the Hunt group. If a call is not answered until the 1st Announcement Timer expires. The second announcement will be provided if the call continues to wait beyond the queue to the 2nd Announcement Timer. The second announcement may be repeated until the call is answered or disconnected by user’s choice.

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Hunt group may be assigned as one of the following 5 types

Type Description
Circular A call is routed to hunt group. If first destination is unavailable, or unanswered the call is routed to the next station in the group.
Terminal If the call is unanswered or unavailable, it is directed to the next listed station in the group. The call will continue to be routed until reaching the last station in the group.
Ring All stations in the group will receive ring for a call of Hunt group when a call is received.
UCD (Unified Call Distribution) Calls are routed to the station in the group that has been idle for the longest time.
VM (Voice Mail) This group is assigned for Voice Mail and only SLT is assigned as the member of the VM group.

Common features for Hunt Group

VMIB announcement

IP LDK system supports first and secondary VMIB announcements for hunt group. When a call is arrived to hunt group, pre-assigned VMIB announcement will be played to the caller, if VMIB announcement is set and its timer is expired. Furthermore if the call is not answered until second announcement timer is expired, this announcement will be played. Also, this secondary announcement can be repeated as its programming.

Overflow destination

If overflow timer is expired and nobody answers a call, the call will be diverted to overflow destination. This overflow destination can be a extension, a group, VMIB announcement, and system speed.

Wrap-up Timer

When a member of hunt group goes to idle, IP LDK system will not give a call to that member. After wrap-up timer goes, the member goes to real idle state which can serve a hunt call.

Music source

IP LDK system supports 8 kinds of music source for hunt group instead of ring back tone. When a call goes to queue, a caller will hear any music source which is pre-assigned.

Multiple member assignment

A station can be a member of one or more hunt groups. But a kind of hunt groups which a member belongs to should be same.

Conditions

  1. A station can be a member of plural Hunt groups and the group should be the same type of Hunt group.
  2. A station in DND/Forward state will not receive group call.
  3. Transferred ring to Hunt group is not recalled.
  4. When a call is received in a Hunt group, the call will be in the ring process before receiving the announcement for Hunt group Announcement time. If no Hunt group announcement is assigned, the timer is ignored. If the timer is set to 0, the call will receive the announcement prior to the ring process.
  5. When a Hunt group has guaranteed announcement (the 1st announcement timer is set to 0),
  6. Overflow timer is stated and ring is provided after the announcement is completely played.
  7. Only the 1st announcement may be used for guaranteed announcement.
  8. If all stations in the group are busy when a call is received, the call continues to wait for an available station in the group. If queued, the call may be sent to MOH until the call is answered or disconnected.
  9. If there is no available member in a group because every member sets DND, UCD DND, or call forward, all new calls to the group and all queued calls in the group are rerouted to another destination. One of the following is determined as to destination in the listed order;
    1. Overflow destination if assigned.
    2. Alternative destination if the group is UCD group and it is assigned.
  10. If a call is not answered until Overflow Timer expires, it will be sent to overflow destination while the VMIB announcement is being played.
  11. If overflow destination is not assigned, the call will be dropped when overflow timer expires.
  12. If an Announcement Timer is set and no VMIB number is assigned, the announcement is ignored.
  13. When the number of queued incoming calls are over the pre-defined in UCD group, the incoming CO calls will be dropped. If alternative destination is set and all members are busy, incoming calls are not queued. All calls are routed to alternative destination. If overflow destination is programmed, the queued call is re-routed to overflow destination after overflow timer is expired.
  14. Pick-up Hunt group is for only intercom call.
  15. ISDN phone can be a member of Hunt group. But, it only works for answering a hunt call.
  16. Group pick-up doesn’t work with a call of Hunt group pilot number. While trying to do it, you will hear error tone.
  17. ISDN phone can not be the first hunt group member. And two number entrance for one ISDN phone does not permit.

Terminal Group

Calls to a station in the group or a pilot number will go to the first station in the group. If unanswered or unavailable, the call proceeds to the next listed station in the group. The call will continue to be rerouted until reaching the last station in the group where the call will remain or can be sent to an overflow station/group. A terminal Hunt group can be assigned with a pilot number (Hunt group number) and only calls to the pilot number will hunt.

Terminal Hunt Group

Circular Group

In Circular Hunt, calls to a station in the group or a pilot number will go to the station or an idle station in the group. If unavailable or unanswered in the hunt no answer time, the call is directed to the next station in the group. The call will continue to route until each station in the group has been tried. The call will remain at the last station in the group or will be passed to the assigned overflow station or the assigned overflow group. A circular Hunt group can be assigned with a pilot number (Hunt group number) and only calls to the pilot number will hunt.

Circular Hunt Group

Ring Group

All the stations in the group receive ring simultaneously for a call of Hunt group until one of stations received ring answers the call. If call is not answered until overflow timer, it will be sent to an overflow destination, if assigned.

Ring Hunt Group

 UCD Group (Unified Call Distribution Group)

Calls are sent to the group by dialing the pilot number (Hunt group Number) or assigning CO lines to directly terminate to the group. Calls are directed to the station in the group that has been idle for the longest time. If all stations in the group are busy when a call is received for the group, the call may be routed to an alternate location, or may continue to wait (queue) for an available station in the
group. Based on programming, the queued call may be taken out of the group and directed to an overflow station.
The member of UCD group can assign DND. The station assigned UCD-DND will not receive ring.
To assign UCD-DND button,
[TRANS/PGM] + Flex. BTN + [TRANS/PGM] + 8 7 + Hunt Group No. + [HOLD/SAVE]
Note: Do not make a loop with UCD group alternative destination.

Unified Call Distribution Group

Voice Mail Group

This group is assigned for voice mail and only SLT can be assigned as a member of Hunt group. Calling VM group, the system will search an idle member in the calling VM group with Terminal type or Circular type.

Condition

IP LDK system supports the VMIB announcements for hunt group. And when a call is arrived to secondary VMIB announcements, caller can be connected another station by the entered number with CCR service. (PGM 228)

ACD (Automatic Call Distribution)

A separate supervisor or common supervisor can be assigned in UCD group. And, the supervisor can monitor the status of the group. When a call is queued to a group for longer than a predefined time or when a predefined number of calls are queued, the supervisor’s LCD will indicate the number of calls in queue, and the queued time for the longest queue. The supervisor can change overflow destination and timing. The system will provide traffic (see Ref.1) and on line status reports, based on the supervisor’s request for the UCD group including the following group statistics:

  • Total calls
  • Number of unanswered calls
  • Average and the longest queued calls
  • Number and total time when all agents are busy
  • Average ringing time before answer
  • Average service time after answer

To monitor an agent’s conversation at ACD supervisor

  1. Call the busy agent and receive busy tone.
  2. Press {ACD} flexible button.
  3. The supervisor can monitor the agent, but will not send audio to the agent.

To report ACD status

  1. Press the {ACD} flexible button.
  2. Dial ACD Status Feature code.

(1-Status / 2-Database / 3-Duty / #-Print)
In the Status mode, the supervisor can initialize the group statistics by pressing the [MUTE] button.

Condition

  1. The user should assign a flexible button for {ACD}
    1. [TRANS/PGM] + Flex. BTN + [TRANS/PGM] + 8* + ACD Group No + [HOLD/SAVE]
  2. The user can see the group status by ACD supervisor or by printing periodically to RS-232C print.
  3. To print ACD statistics periodically, set the ACD Print Timer (PGM 161-FLEX 10: 10sec base)
  4. The agents can also print and view the ACD statistics as the supervisor.
  5. The agent can login and logout using Hot Desk feature.

Admin Programming

  • Station Group Assign (PGM 190)
  • Station Group Attribute (PGM 191)
  • ACD Print Enable (PGM 161 – FLEX 9)
  • ACD Print Timer (PGM 161 – FLEX 10)
  • ACD Clear Database after Print (PGM 161 – FLEX 11)