Create a hunt group

Before you begin

You may want to set up hunt groups in the following scenarios:

  • 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.

  • 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.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Hunt Group > Create Hunt Group.

3

In the Basics tab, enter the following information:

  • Location—Select a location from the drop-down.


     

    A location is a container with location-specific calling configuration. See Configure Cisco Webex Calling for Your Organization for more information.

  • Hunt Group Name—Enter a name for the hunt group.

  • Phone Number—Assign a primary phone number and/or an extension to the hunt group.

  • Caller ID—Assign the Caller ID for the hunt group. Caller ID is used for calls that are forwarded outside of this hunt group.

  • Language—Select the hunt group language in the drop-down menu.

4

Click Next.

5

In the Call Routing tab, choose one of the following options:

  • Circular (Max 1,000 agents)—This option cycles through all members after the last member that took a call. It sends calls to the next available hunt group member.
  • Top Down (Max 1,000 agents)—Send the call through the queue of members in order, starting from the top each time.
  • Longest Idle (Max 1,000 agents)—Sends calls to the member that has been idle the longest. If they don't answer, proceed to the next member who has been idle second longest, and so on until the call is answered.
  • Weighted (Max 100 agents)—Sends call to idle members based on percentages you assign to each member of the hunt group (up to 100%).
  • Simultaneous (Max 50 agents)—Sends calls to all members in a call queue at once.
6

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.

7

Click Next.

8

On the Routing Settings tab, you can enable one or more of the following options, if required:

  • Advance when busy—The hunt group won't ring members when they are on another call, and advances to the next member in the hunt group. If the member has call waiting enabled and the call is advanced to them, then the call waits until the member becomes idle again.
  • Forward after a set number of rings—Unanswered calls after a defined number of rings forwards to a designated number.
  • Divert calls when unreachable—Unanswered calls divert to a defined phone number. This could apply to phone calls that aren't answered due to a network outage, or all members of the hunt group are busy and the Advance when busy option is also enabled.

     

    For users only using a mobile device, calls won't be diverted, if there is a network outage.
9

Click Next.

10

In the Select Users tab, add users or workspaces to the call list.


 

Depending on which Call Routing option you chose previously, you need to add extra information such as adding percentage weighting to users or workspaces, or in the case of circular call routing, drag and drop users and workspaces in the order of their queue position.

11

Click Next.

12

In the Review tab, you get a chance to review your hunt group settings to make sure you've entered the correct details.

13

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

With this procedure, you can disable a previously created hunt group.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Hunt Group, and then select the hunt group to disable from the list.

3

In the side panel, click the toggle Enable Hunt Group to off to disable the hunt group.

4

Click Save.

Edit hunt group general settings

Edit the language and Caller ID for each hunt group.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Hunt Group, and then select the hunt group you want to edit.

3

In the side panel, beside General Settings, click Manage.

4

View or edit the Language from the Language from the drop-down.

5

View or edit the Time Zone from the Time Zone drop-down.

6

View or edit the Caller ID.


 

Caller ID is used when call forwarding is enabled and calls are forwarded out of this hunt group.
7

Click Save.

Edit hunt group phone numbers

Edit phone numbers, alternative numbers, and assign distinctive ring patterns for hunt groups in Control Hub.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Hunt Group, and then select the hunt group to edit.

3

In the side panel, beside Phone Number, click the number displayed.

4

Edit the Phone Number, Alternative Numbers and Distinctive Ring Patterns.


 

You can have up to 10 alternative numbers.
5

Click Save.

Configure call forwarding for a hunt group

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Hunt Group, and then select the hunt group to edit.

3

In the side panel, click Call Forwarding.

4

Toggle the Call Forwarding feature on.

5

Choose from one of the following options:

  • Always Forward Calls—Always forward calls to a designated number.
  • Selectively Forward Calls—Forward calls to a designated number, depending on criteria rules.

     

    If you choose Selectively Forward Calls, you'll need to have at least one rule for forwarding applied for call forwarding to be active.

6

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.

7

For Selectively Forward Calls, create a rule by clicking Add When to Forward or Add When Not to Forward.

8

Create a Rule Name.

9

For When to Forward, select a Business Schedule and Holiday Schedule from the drop-down menu.

10

For Forward To, select at least one option from Default Phone Number or add a Different Phone Number.

11

For Calls From, select Any Number or Selected Numbers with at least one option from the following:

  • Any Number—Forwards all calls in the specified rule.

  • Any Private Numbers—Forwards calls from private numbers.

  • Any Unavailable Numbers—Forwards calls from unavailable numbers.

  • Add Specific Numbers—Forwards calls from up to 12 numbers that you define.

12

For Calls To, calls are forwarded when a call is received by a number or alternate number in your organization that you define.

13

Click Save.

What to do next

Once a rule is created, you can enable or disable a rule using the toggle beside the rule in the table. You can also change or delete a rule at any time by clicking Edit or to delete.

Add or delete users and workspaces in an existing hunt group

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Hunt Group, and then select the hunt group to edit.

3

Beside Agents, click Manage.

4

Click Add User or Workspace and select the users or workspaces you want to add, or search for users.


 
You can also delete hunt group members by clicking .
5

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.

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Hunt Group, and then select the hunt group to edit.

3

Beside Call Routing Pattern, click Manage.

4

For Call Routing, edit the following options.


 
If you change your call routing pattern from a pattern that accomodates 1,000 hunt group members to a pattern that only accomodates 100 or 50 members, only the first 100 or 50 members are kept. You're asked to confirm this when you make the change.
  • Circular (Max 1,000 agents)—This option cycles through all members after the last member that took a call. It sends calls to the next available hunt group member.
  • Top Down (Max 1,000 agents)—Send the call through the queue of members in order, starting from the top each time.
  • Longest Idle (Max 1,000 agents)—Sends calls to the member that has been idle the longest. If they don't answer, proceed to the the next member who has been idle second longest, and so on until the call is answered.
  • Weighted (Max 100 agents)—Sends call to idle members based on percentages you assign to each member of the hunt group (up to 100%).
  • Simultaneous (Max 50 agents)—Sends calls to all members on call queue at once.
5

Click Add User or Workspace to edit the list of agents.

6

Click Save.

Edit hunt group call routing options

1

From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.

2

Click Hunt Group, and then select the hunt group to edit.

3

Beside Call Routing Options, click Manage.

4

Use the toggles to set each of these features on or off.

  • Advance after set number of rings—When turned on, a hunt group member won't receive a notification that a call is queued to them when on a call, and advances to the next member after a select number of rings. When turned off, a member receives a notification that a call is queued, but advances to the next member after a select number of rings.

  • Advance when busy—The hunt group won't ring members when they are on another call, and advances to the next member in the hunt group. If the member has call waiting enabled and the call is advanced to them, then the call waits until the member becomes idle again.

  • Forward after set of rings—Unanswered calls after the defined number of rings forward to a designated number.

  • Divert calls when unreachable—Unanswered calls divert to a defined phone number. This could apply to phone calls that aren't answered due to network outage, or all members are busy and the Advance when busy option is also enabled.