Advanced Calling Features and IVR
The below calling features are only configurable by the System Administrator.
Ring Group
A ring group is a group of phones that ring simultaneously. The call is directed to
the first phone that answers the call. A ring group can consist of internal and
external numbers e.g. your extension and mobile could ring at the same time. If all
parties in the group are busy or do not answer, an overflow destination can be
configured.
The ring group is called using the ring group access extension (default 400 – 409),
which is normally configured as a trunk or Interactive Voice Response (IVR)
destination.
Note that any call forwards on internal numbers in the ring group are ignored when
a call is presented to it via the group. Call forwards are not ignored if the call is
redirected to the overflow destination.
The Ring Group pilot number can be Call Forwarded via a dedicated Call Forward
Ring Group function button.
Hunt Group
A hunt group is a group of phones that ring sequentially and are stepped through if
busy or do not answer. A hunt group can consist of internal and external numbers
e.g. your mobile could ring and if busy or not answered the call is redirected to an
internal extension. If all parties in the group are busy or do not answer, an overflow
destination can be configured.
The hunt group is called using the hunt group access extension (default 410-419),
which is normally configured as a trunk or IVR destination.
Note that any call forwards on internal numbers in the hunt group are ignored when
a call is presented to it via the group. Call forwards are not ignored if the call is
redirected to the overflow destination.
The Hunt Group pilot number can be Call Forwarded via a dedicated Call Forward
Hunt Group function button.
Queue Group
Advanced queuing and call distribution is possible with a queue group configuration.
Extensions or agents are configured into a queue group and are able to log in or out
of the group via a dedicated function button. The function button illuminates and a
message is displayed on the phone if the agent is taking queue calls.
The distribution of calls to agents can be based on least recent, round robin, fewest
calls or a ring all strategy. Queue announcements are played to users in the queue
with periodic messages at configurable intervals.
After a maximum period of time waiting in the queue, a caller can be redirected to
an overflow destination or given the option to press a digit to exit if they do not
wish to wait.
A number of configurable options are available within the queue group not outlined
in this guide.
The queue group is called using the queue group access extension (default 420-
429), which is normally configured as a trunk or IVR destination.
IPC Solutions IBC CM User Guide
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