3Com 3C10401A User Guide - Page 86

Hunt Groups

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86 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM ■ State - Shows whether your extension has been locked in to the ACD group. If your extension has been locked into the ACD group, only the administrator can log you out. If your extension is not locked into the ACD group, you can log yourself out. You can also perform the following actions: ■ Select All - Select for an action all ACD groups of which you are a member. ■ Log In - Log in to the selected ACD group (or groups). ■ Log Out - Log out from the selected ACD group (or groups). ■ Detail - Opens the ACD Groups - Status Details screen, which provides information about a selected group. Viewing ACD Group Status Details Click Detail in NBX NetSet > User Information > ACD Groups to show more detailed information about the agents of this ACD group. Click each column heading to arrange the information in ascending or descending order. ■ Ext. - Shows the extension number of each agent in the group ■ First Name - Shows the first name of each agent ■ Last Name - Shows the last name of each agent ■ Rank - Shows the order in which calls are routed to agents in the group ■ Status - Shows whether each agent is currently logged in or out of the ACD group ■ State - Shows which agents' extensions have been locked in to the ACD group Hunt Groups Incoming calls ring to one member of the hunt group. If that member's telephone is in use, or if that member does not answer the call, the system "hunts" for another member of the group until the call is answered or is forwarded to the group call coverage point. For example, if there are no available members of the hunt group, the call might be forwarded to a group mailbox or to the receptionist. Figure 4 shows the path of a call coming into a hunt group.

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86
C
HAPTER
7: G
ETTING
M
ORE
FROM
Y
OUR
T
ELEPHONE
S
YSTEM
■
State
— Shows whether your extension has been locked in to the
ACD group. If your extension has been locked into the ACD group,
only the administrator can log you out. If your extension is not locked
into the ACD group, you can log yourself out.
You can also perform the following actions:
■
Select All
— Select for an action all ACD groups of which you are a
member.
■
Log In
— Log in to the selected ACD group (or groups).
■
Log Out
— Log out from the selected ACD group (or groups).
■
Detail
— Opens the
ACD Groups - Status Details
screen, which
provides information about a selected group.
Viewing ACD Group Status Details
Click
Detail
in
NBX NetSet >
User Information > ACD Groups
to
show more detailed information about the agents of this ACD group.
Click each column heading to arrange the information in ascending or
descending order.
■
Ext.
— Shows the extension number of each agent in the group
■
First Name
— Shows the first name of each agent
■
Last Name
— Shows the last name of each agent
■
Rank
— Shows the order in which calls are routed to agents in the
group
■
Status
— Shows whether each agent is currently logged in or out of
the ACD group
■
State
— Shows which agents’ extensions have been locked in to the
ACD group
Hunt Groups
Incoming calls ring to one member of the hunt group. If that member’s
telephone is in use, or if that member does not answer the call, the
system “hunts” for another member of the group until the call is
answered or is forwarded to the group call coverage point. For example,
if there are no available members of the hunt group, the call might be
forwarded to a group mailbox or to the receptionist.
Figure 4
shows the
path of a call coming into a hunt group.