Using call groups, incoming calls can be routed to multiple users. Each call group type routes calls to group members differently. Users can join or leave the call groups to which they belong. Certain types of call groups (Broadcast, Hunt, and Rollover) are also associated with call coverage so that calls can be handled even when not answered by a group member. The following call group types are available:
| Group | Definition | Key |
|---|---|---|
| Broadcast group | Incoming calls to a broadcast group are routed to all group members at the same time causing all available members’ phone lines to ring simultaneously. The phones stop ringing once the call has been answered or forwarded to call coverage. | Broadcast groups provide an equal opportunity for all group members to answer group calls. Note: An Auto Attendant key can be assigned to allow access to Group Presence Control. See Configure Auto Attendant Menu Options.
If a caller leaves a voicemail, the group member interacting with voicemail box can call back depending upon the call permission profile assigned to the group. For more information, see Call Permission Profiles. |
| Call pickup group | Any member of the group can answer the call on behalf of their co-worker. Incoming calls to a member of a call pickup group will provide ring notification to other members of the group with notification privilege (also their Pickup key will flash for users with Call Pickup Notification permissions). The phone stops ringing once the call is answered or the call is redirected to the member's call coverage setting. Note that the extension used to identify the call pickup group cannot be called. See Add a Call Pickup Group | Call pickup groups allow any member of a group to answer calls for their co-workers. |
| Hunt group (linear) | Incoming calls to a linear hunt group are routed to each group member in turn, and always start with the first member listed. Each phone rings in turn for a prescribed number of rings. If the call is not answered, it is passed to the next available member’s line. This continues until the call is answered or forwarded to call coverage. | Linear hunt groups ring one phone at a time, thus establishing a preference for who will answer a group call. Note: An Auto Attendant key can be assigned to allow access to Group Presence Control. See Configure Auto Attendant Menu Options.
If a caller leaves a voicemail, the group member interacting with voicemail box can call back depending upon the call permission profile assigned to the group. For more information, see Call Permission Profiles. |
| Hunt group (circular) | Incoming calls to a circular hunt group are routed to each member of the group in turn, and always start with the member following the last member on the list whose phone rang. Each phone rings in turn for a prescribed number of rings. If the call is not answered, it is passed to the next available member’s line. This continues until the call is answered or forwarded to call coverage. | Circular hunt groups share the load of answering a group call because calls do not always route to the first member listed. Phones ring one at a time as the group call is passed from one member to the next on the list. Note: An Auto Attendant key can be assigned to allow access to Group Presence Control. See Configure Auto Attendant Menu Options.
If a caller leaves a voicemail, the group member interacting with voicemail box can call back depending upon the call permission profile assigned to the group. For more information, see Call Permission Profiles. |
| Rollover | Incoming calls to a rollover group are routed to each group member in turn always starting with the first member in the list until an available phone is located. The call rings on this phone until it is answered or forwarded to call coverage. | Calls to a Rollover group will only be presented to the first available group member. Note: An Auto Attendant key can be assigned to allow access to Group Presence Control. See Configure Auto Attendant Menu Options.
If a caller leaves a voicemail, the group member interacting with voicemail box can call back depending upon the call permission profile assigned to the group. For more information, see Call Permission Profiles. |
| Page Group | Page groups are used to page the phones of specific Page group members who are located in the same site. | Keys can be configured on phones to page the group. |
When a call to a Broadcast or Hunt group is ringing, subsequent calls to the same Broadcast or Hunt group are queued. They are presented to group member's one call at a time when the previous call has been answered.
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Document Version: Final 1.0 |
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