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. Hunt groups route incoming calls to specific employees in a predetermined pattern. This is done by assigning a phone number to a group of employees and then setting rules that define how the call is answered, how long the call remains on hold, and who to forward the call to.
Create a hunt group
Before you begin
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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 is auto-populated with the User Name. You cannot modify the Caller ID Name field. |
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click . |
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In the Basics tab, enter the following information:
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Click Next. |
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In the Call Routing tab, choose one of the following options:
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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 required. |
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Click Next. |
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On the Routing Settings tab, you can enable one or more of the following options, if required:
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Click Next. |
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In the Select Agents tab, search and add users, workspaces, or virtual lines to the call list.
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Click Next. |
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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 Next and Done to confirm your hunt group settings. |
Example
Want to see how it's done? Watch this video demonstration on how to create a new hunt group in Control Hub.
Disable a hunt group
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Hunt Group, and then select the hunt group to disable from the list. |
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In the side panel, click the toggle Enable Hunt Group to off to disable the hunt group. |
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Click Save. |
Edit hunt group general settings
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Hunt Group, and then select the hunt group you want to edit. |
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In the side panel, beside General Settings, click Manage. |
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View or edit the Language from the Language from the 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.
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Click Save. |
Edit hunt group phone numbers
Edit phone numbers, alternative numbers, and assign distinctive ring patterns for hunt groups in Control Hub.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Hunt Group, and then select the hunt group to edit. |
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In the side panel, beside Phone Number, click the number displayed. |
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Edit the Phone Number, Alternative Numbers and Distinctive Ring Patterns.
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Click Save. |
Configure call forwarding for a hunt group
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Hunt Group, and then select the 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.
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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. |
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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. |
What to do next

Add or delete users, workspaces and virtual lines in an existing hunt group
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Hunt Group, and then select the hunt group to edit. |
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Beside Agents, click Manage. |
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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.
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Click Save when you've made your changes. |
Edit hunt group call routing pattern
Change the pattern of your existing hunt group from the options available.
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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Hunt Group, and then select the hunt group to edit. |
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Beside Call Routing Pattern, click Manage. |
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For Call Routing, edit the following options.
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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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From the customer view in https://admin.webex.com, go to Services, and choose . |
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Click Hunt Group, and then select the hunt group to edit. |
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Beside Call Routing Options, click Manage. |
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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. For more information, see Webex Calling hunt group CSV file format reference.