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Manage hunt groups in Control Hub
You can use hunt groups to ensure that all of your incoming calls are answered by the right people or routed to voicemail for later response.
Create a hunt group
Before you begin
You may want to set up hunt groups in the following scenarios:
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A sales team that wants sequential routing. An incoming call rings one phone, but if there's no answer, the call goes to the next hunt group member in the list.
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A support team that wants phones to ring all at once so that the first available member can take the call.
For customers in the Asia-Pacific region, the Caller ID Name field auto populates with the username. You can’t modify the Caller ID Name field.
When a call arrives to a hunt group and is sent to an agent, the agent call forwarding feature doesn't work.
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Sign in to Control Hub. |
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Go to . |
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Go to the Hunt Group card and click Add New to create a new hunt group. |
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In the Basics tab, enter the following information and click Next.
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In the Call Routing tab, choose one of the following options and click Next.
You can check the Advance after a set number of rings check box and use the drop-down to select the number of rings to apply to your call routing choice, if necessary. |
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In the Routing Settings tab, you can enable one or more of the following options if necessary and click Next.
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In the Select Agents tab, search and add users, workspaces, or virtual lines to the call list and click Next. Depending on the Call Routing option you chose, add information such as adding percentage weighting to users, workspaces, or virtual lines. For circular call routing, drag and drop users, workspaces, or virtual lines in the order of their queue position. |
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In the Review tab, you get a chance to review your hunt group settings to make sure you've entered the correct details. |
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Click Create to create the hunt group. |
Watch this video demonstration on how to create a new hunt group in the Control Hub.
Disable a hunt group
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Sign in to Control Hub. |
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Go to . |
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Go to the Hunt Group card and click Manage. |
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On the Hunt Group page, select the hunt group to disable from the list. |
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In the side panel, disable the Enable Hunt Group toggle to disable the hunt group. |
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Click Save. |
Edit hunt group general settings
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Sign in to Control Hub. |
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Go to . |
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Go to the Hunt Group card and click . |
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On the Hunt Group page, select the hunt group you want to edit. |
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In the side panel, click General Settings. |
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View or edit the Language from the Language drop-down. |
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View or edit the Time Zone from the Time Zone drop-down. |
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View or edit the Caller ID. Caller ID is used when call forwarding is enabled and calls are forwarded out of this hunt group. |
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Click Save. |
Edit hunt group phone numbers
Edit phone numbers, alternative numbers, and assign distinctive ring patterns for hunt groups.
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Sign in to Control Hub. |
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Go to . |
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Go to the Hunt Group card and click Manage |
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On the Hunt Group page, select the hunt group to edit. |
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In the side panel, click Phone Number. |
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Edit the Phone Number and Extension. If you've left the extension field blank when creating the hunt group, the system automatically assigns the last four digits of the phone number as an extension for this hunt group. |
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Enable the Allow agents to use hunt group number as caller ID to allow the agents to use the hunt group number as the caller ID. There’s a restriction that both the hunt group's location and the agent’s location must have the same PSTN provider, country, and zone (this applies only to locations in India). If it’s different, then the hunt group caller ID doesn't display to the agent. This restriction helps to prevent call failure, potential billing issues, and ensures adherence to country-specific telecom regulations. Examples of invalid cross-location number usage:
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Search and add Alternative Numbers. You can have up to 10 alternative numbers. |
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Enable or disable Distinctive Ringing Pattern. |
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Click Save. |
Configure agent settings for user
Before you begin
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The Control Hub administrator enables the phone number to use as the outgoing phone number for the agents in the call queue/hunt group.
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On enabling the phone number, the administrator can set the agents outgoing phone number with the specific queue/hunt group CLID as per Persistent Configuration.
- The agents can also set a Temporary CLID Configuration by using the FAC code #80 to use the call queue/hunt group phone number as the CLID displayed for the outgoing call or #81 for outgoing default caller ID as the phone number displayed as CLID.
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Sign in to Control Hub. |
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Go to . |
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Select a user that you want to configure the agent setting for. |
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Click Calling and go to the Agent Settings section. |
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Click the Agent Caller ID. You can set the agent caller ID to either the agent's own caller ID or a specific call queue or hunt group. |
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Configure the agent call queue or hunt group ID from the following options:
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Configure call forwarding for a hunt group
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Sign in to Control Hub. |
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Go to . |
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Go to the Hunt Group card and click Manage. |
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On the Hunt Group page, select a hunt group to edit. |
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In the side panel, click Call Forwarding. |
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Toggle the Call Forwarding feature on. |
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Choose from one of the following options:
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Assign the number you want to forward calls to. If you have chosen Always Forward Calls, click Save. When choosing Always Forward or Selectively Forward, check the Send to Voicemail check box to forward all calls to an internal voicemail. The Send to Voicemail check box is disabled when an external number is entered. |
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For Selectively Forward Calls, create a rule by clicking Add When to Forward or Add When Not to Forward. |
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Create a Rule Name. |
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For When to Forward, select a Business Schedule and Holiday Schedule from the drop-down menu. It's mandatory to create a new rule specific to holidays. |
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For Forward To, select at least one option from Default Phone Number or add a Different Phone Number. |
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For Calls From, select Any Number or Selected Numbers with at least one option from the following:
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For Calls To, calls are forwarded when a call is received by a number or alternate number in your organization that you define. |
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Click Save. |
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The rules are sorted in the table by rule name character. Example: 00_rule, 01_rule, and so on.
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The "Not to Forward" rule always takes precedence over the "Forward" rule.
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The rules are processed based on the order they are listed in the table.
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You can create multiple rules. However, if a rule is satisfied, the system no longer checks the next rule. If you want the specific rule to check first, we suggest that you update the rule name with numbers. For example: If you want the holiday rule to check before the business closed hours rule, then name the rule as 01-Holiday and 02-Closed.
To know more about the basic functionality and examples of the selectively forward call, see Configure Call Forwarding Selective for Webex Calling.
What to do next
Add or delete users, workspaces, and virtual lines in an existing hunt group
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Sign in to Control Hub. |
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Go to . |
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Go to the Hunt Group card and click Manage. |
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On the Hunt Group page, select the hunt group to edit. |
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In the side panel, click Agents. |
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Click the Add User or Workspace or Virtual Line drop-down and select the users, workspaces, or virtual lines that you want to add. You can delete hunt group members by clicking . |
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Click Save. |
Edit hunt group call routing pattern
Change the pattern of your existing hunt group from the options available.
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Sign in to Control Hub. |
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Go to . |
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Go to the Hunt Group card and click Manage. |
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On the Hunt Group page, select the hunt group to edit. |
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In the side panel, click Call Routing Pattern. |
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Edit the following options: If you change your call routing pattern from a pattern that accommodates 1,000 hunt group members to a pattern that only accommodates 100 or 50 members, only the first 100 or 50 members are kept. You're asked to confirm this when you make the change.
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Click Add User or Workspace or Virtual Line to edit the list of agents. |
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Click Save. |
Edit hunt group call routing options
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Sign in to Control Hub. |
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Go to . |
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Go to the Hunt Group card and click Manage. |
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On the Hunt Group page, select the hunt group to edit. |
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In the side panel, click Call Routing Options. |
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Use the toggles to set each of these features on or off.
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Bulk manage your hunt groups
You can add and manage hunt groups in bulk using a hunt group CSV, see Webex Calling hunt group CSV file format reference.