General (AHG)

On the General Tab you can:

• Change the Name.

• Change the Extension

• Assign new or unassign Phone Numbers.

• Change the Ringing Order for agents assigned to the group.

• Change the Time zone for the group.

• Change the Location for the group.

Depending on Ringing order chosen, you can adjust the following under Callers and Agents:

• Max callers on hold: The number of callers who may wait on hold for an agent to become available to take the phone call. When the max callers are holding, additional callers hear a message, which you can choose later under Greetings tab, then they are sent to the Advanced Hunt Group timeout destination.
  Note: The default value is 30, min – 1, max – 100.

• Agent wrap-up time: The number of seconds after an agent ends a phone call before the system routes the next incoming call to their phone. An agent is considered unavailable during this time. This allows the agent to make notes and prepare for the next call.

Note: The accepted value for HG Wrap-up is 1-999.

To turn off Agent wrap-up time, the field should be left blank(0 is not an acceptable input).

Important: If an agent is logged into 2 or more Hunt Groups, the wrap time will only be respected by (and known to) the Hunt Group through which the call was received. An agent in wrap status for the first Hunt Group can still receive calls from other Hunt Groups.

• Hunt next agent after: The period of time after which the call will be directed to the next agent of the Advanced Hunt Group.

• Unanswered idle time: The period of time for an agent to be temporarily removed from the Advanced Hunt Group call routing if they do not answer a hunt group call.

• Route group calls to an agent while on a personal call allows the agent to receive a second Hunt Group call if on an active call. Answering this call will place the first call on hold.

If Advanced Hunt group timeout is enabled, the following settings become available:

• Timeout: the timeout period in seconds before hunting calls are transferred to another destination. The max time that can be entered is 9999, which is roughly 166 minutes.

• Timeout to: an alternate destination to route a phone call; the following options are possible:

  • Phone Number.

  • User

  • Auto Attendant

  • Hunt Group

  • Voicemail user

  • Voicemail: current group

  • Voicemail box

  • Advanced Hunt Group

• Phone number timeout (in seconds): the period of time the external phone you specified above will ring before the call will be routed to Hunt Group voicemail.
  This option will only appear if timeout is set up to the external phone number.
  Note: if you set a long timeout, a call may be 'picked up' by the voicemail of an external number. Make a test call to confirm the routing is working as expected.

If there is no timeout set up on an Advanced Hunt Group, a default global timeout of 20 minutes is applied, after which the call is terminated (dropped).