Створення мисливської групи

Перш ніж почати

Групи полювання спрямовують вхідні дзвінки до конкретних співробітників за заздалегідь визначеною схемою. The call is routed by assigning a phone number to a group of employees and then defining rules such as how to answer the call, how long the call remains on hold, and who to forward the call.

Необхідність налаштувати групи пошуку може виникнути в наведених нижче випадках.

  • A sales team that wants sequential routing. Вхідний дзвінок дзвонить на один телефон, але якщо відповіді немає, дзвінок надходить наступному члену мисливської групи в списку.

  • 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.

1

Увійдіть у Центркерування.

2

Go to Services > Calling > Features.

3

Go to the Hunt Group card and click Add New to create a new hunt group.

4

In the Basics tab, enter the following information and click Next.

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

    A location is a container with a location-specific Calling configuration. Дивіться Налаштування виклику Cisco Webex для вашої організації для отримання додаткової інформації.

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

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

    If you leave the extension field blank, the system automatically assigns the last four digits of the phone number as an extension for this hunt group. To modify it, see Edit hunt group phone numbers section.

  • Allow agents to use hunt group number as caller ID—Enable the toggle to allow 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:

    • Agent in U.S. location using UK location hunt group number.

    • Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas hunt group number with PSTN provider 2.

  • Caller ID—Assign the Caller ID for the hunt group. Ідентифікатор абонента використовується для дзвінків, які переадресовуються за межами цієї мисливської групи.

  • Language—Select the language for audio announcement from the drop-down menu.

5

In the Call Routing tab, choose one of the following options and click Next.

  • Circular (Max 1,000 agents)—This option cycles through all members after the last member that took a call. Він надсилає дзвінки наступному доступному члену групи полювання.
  • Top Down (Max 1,000 agents)—Sends the call through the hunt group members in order, starting from the top each time.
  • Longest Idle (Max 1,000 agents)—Sends calls to the member that is in idle state for the longest time. 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 hunt group at once.

    For the Hunt group with Simultaneous ring setting, when another user in the Hunt group answers a call you receive a completedelsewhere indication in the CallReleasedEvent.

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.

6

In the Routing Settings tab, you can enable one or more of the following options if necessary and click Next.

  • 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. Якщо у учасника ввімкнено очікування дзвінка, і дзвінок буде розширено, то дзвінок чекає, поки учасник знову не простоює.
  • Forward after a set number of rings—Unanswered calls after a defined number of rings forwards to a designated number.
  • Divert calls when all agents are unreachable—Unanswered calls divert to a defined phone number. This option applies to phone calls that aren't answered due to a network outage.

    For users only using a mobile device, calls aren't diverted if there’s a network outage.

  • Divert calls when all agents are busy or if the hunt group is busy—When you enable this setting, you can also define a number for the call forward destination. Unanswered calls are forwarded to the defined number when the hunt group is busy. This could apply to calls that aren’t answered because all hunt group agents are busy, or if the hunt group busy option is enabled. You can also check the “Send to voicemail" box to divert calls.
  • Enable hunt group busy—Enabling the Enable hunt group busy option sets the hunt group status to busy, and all new calls receive the busy treatment. Calls must be routed to the appropriate destination when all agents are busy or hunt group busy is turned on.​ By default, the Enable hunt group busy is turned off.

    Only an administrator can enable or disable hunt group busy. If an administrator configures agents to control hunt group busy, then agents can also enable or disable hunt group busy using FAC codes.

  • Allow agents to change the hunt group’s busy status—Lets agents change the hunt group’s busy status.

7

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.

8

На вкладці Огляд ви можете переглянути налаштування групи полювання, щоб переконатися, що ви ввели правильні відомості.

9

Click Create to create the hunt group.

Watch this video demonstration on how to create a new hunt group in the Control Hub.

Вимкнення мисливської групи

За допомогою цієї процедури можна відключити раніше створену мисливську групу.
1

Увійдіть у Центркерування.

2

Go to Services > Calling > Features.

3

Go to the Hunt Group card and click Manage.

4

On the Hunt Group page, select the hunt group to disable from the list.

5

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

6

Клацніть Зберегти.

Редагування загальних параметрів мисливської групи

Відредагуйте мову та ідентифікатор абонента для кожної мисливської групи.
1

Увійдіть у Центркерування.

2

Go to Services > Calling > Features.

3

Go to the Hunt Group card and click Manage.

4

On the Hunt Group page, select the hunt group you want to edit.

5

In the side panel, click General Settings.

6

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

7

Перегляд або редагування часового поясу зі спадного списку Часовий пояс.

8

Перегляньте або відредагуйте ідентифікаторабонента.

Ідентифікатор абонента використовується, коли ввімкнено переадресацію викликів і дзвінки переадресовуються з цієї мисливської групи.

9

Клацніть Зберегти.

Редагування телефонних номерів мисливської групи

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

1

Увійдіть у Центркерування.

2

Go to Services > Calling > Features.

3

Go to the Hunt Group card and click Manage

4

On the Hunt Group page, select the hunt group to edit.

5

In the side panel, click Phone Number.

6

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.

7

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:

  • Agent in U.S. location using UK location hunt group number.

  • Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas hunt group number with PSTN provider 2.

8

Search and add Alternative Numbers.

Ви можете мати до 10 альтернативних номерів.

9

Enable or disable Distinctive Ringing Pattern.

10

Клацніть Зберегти.

Configure agent settings for user

Перш ніж почати

  • The Control Hub administrator enables the phone number to use as the outgoing phone number for the agents in the call queue/hunt group.

  • 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.
1

Увійдіть у Центркерування.

2

Go to Management > Users.

3

Select a user that you want to configure the agent setting for.

4

Click Calling and go to the Agent Settings section.

5

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.

6

Configure the agent call queue or hunt group ID from the following options:

  • Configured Caller ID—The caller ID which is already configured to the agent.

  • Call queue or hunt group caller ID—Search by number or queue name and select the call queue or hunt group Caller ID from the drop-down.

    When the agent you’ve selected isn’t part of the call queue or hunt group, by default, this option is disabled.

    There’s a restriction that both the call queue's or 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 call queue or 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:

    • Agent in U.S. location using UK location call queue or hunt group number.

    • Agent in San Jose, California location with PSTN provider 1 using Richardson, Texas call queue or hunt group number with PSTN provider 2.

Настроювання перенаправлення викликів для мисливської групи

1

Увійдіть у Центркерування.

2

Go to Services > Calling > Features.

3

Go to the Hunt Group card and click Manage.

4

On the Hunt Group page, select a hunt group to edit.

5

На бічній панелі натисніть кнопку Перенаправленнявикликів.

6

Увімкніть функцію перенаправлення викликів.

7

Виберіть один із наступних параметрів:

  • 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 need to have at least one rule for forwarding applied for call forwarding to be active.

8

Призначте номер, на який потрібно переадресувати виклики. Якщо вибрано параметр Завжди перенаправлятивиклики, натисніть кнопку Зберегти.

Вибираючи параметр Завжди перенаправляти або Вибірково перенаправляти, установіть прапорець Надсилати до голосової пошти , щоб перенаправляти всі виклики на внутрішню голосову пошту. Прапорець Надіслати до голосової пошти вимкнуто під час введення зовнішнього номера.

9

Для вибіркового перенаправлення викликівстворіть правило, натиснувши кнопку Додати, коли перенаправляти , або Додати, коли не перенаправляти.

10

Створіть ім'я правила.

11

Для параметра Коли пересилативиберіть у розкривному меню пункт Бізнес-графік і Графік відпусток.

It's mandatory to create a new rule specific to holidays.

12

Для параметра "Переслати на" виберіть принаймні один параметр із "Номер телефону за замовчуванням" або додайте інший номертелефону.

13

Для параметра "Дзвінки з" виберіть "Будь-який номер " або "Вибрані номери " принаймні зодним із наступних параметрів:

  • 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.

14

У полі Виклики навиклики перенаправляються, якщо виклик надходить на визначений вами номер або альтернативний номер організації.

15

Клацніть Зберегти.

The rules created for the selectively forward calls are processed based on the following criteria:

  • The rules are sorted in the table by rule name character. Приклад: 00_rule, 01_rule, and so on.

  • The "Not to Forward" rule always takes precedence over the "Forward" rule.

  • The rules are processed based on the order they are listed in the table.

  • 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. Наприклад: 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.

Що далі

Створивши правило, можна ввімкнути або вимкнути правило, використовуючи перемикач поруч із правилом у таблиці. Також можна будь-коли змінити або видалити правило, натиснувши кнопку Редагувати або видалити.

Add or delete users, workspaces, and virtual lines in an existing hunt group

1

Увійдіть у Центркерування.

2

Go to Services > Calling > Features.

3

Go to the Hunt Group card and click Manage.

4

On the Hunt Group page, select the hunt group to edit.

5

In the side panel, click Agents.

6

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 .

7

Клацніть Зберегти.

Редагування шаблону маршрутизації викликів групи полювання

Змініть шаблон наявної мисливської групи з доступних параметрів.

1

Увійдіть у Центркерування.

2

Go to Services > Calling > Features.

3

Go to the Hunt Group card and click Manage.

4

On the Hunt Group page, select the hunt group to edit.

5

In the side panel, click Call Routing Pattern.

6

Відредагуйте такі параметри:

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. Вам буде запропоновано підтвердити це під час внесення змін.

  • Circular (Max 1,000 agents)—This option cycles through all members after the last member that took a call. Він надсилає дзвінки наступному доступному члену групи полювання.
  • Top Down (Max 1,000 agents)—Sends 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 the percentages you assign to each member of the hunt group (up to 100%).
  • Simultaneous (Max 50 agents)—Sends calls to all members in a hunt group at once.
7

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

8

Клацніть Зберегти.

Редагування параметрів маршрутизації викликів групи полювання

1

Увійдіть у Центркерування.

2

Go to Services > Calling > Features.

3

Go to the Hunt Group card and click Manage.

4

On the Hunt Group page, select the hunt group to edit.

5

In the side panel, click Call Routing Options.

6

Використовуйте перемикачі, щоб увімкнути або вимкнути кожну з цих функцій.

  • 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. Коли його вимкнуто, учасник отримує сповіщення про те, що виклик стоїть у черзі, але переходить до наступного учасника після вибраної кількості дзвінків.

  • 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. Якщо у учасника ввімкнено очікування дзвінка, і дзвінок буде розширено, то дзвінок чекає, поки учасник знову не простоює.

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

  • Divert calls when all agents unreachable—Unanswered calls divert to a defined phone number. This could apply to phone calls that aren't answered due to a network outage.

  • Divert calls when all agents are busy or if the hunt group is busy—When you enable this setting, you can also define a number for the call forward destination. Unanswered calls are forwarded to the defined number when the hunt group is busy. This could apply to calls that aren’t answered because all hunt group agents are busy, or if the hunt group busy option is enabled. You can also check the “Send to voicemail" box to divert calls.

  • Enable hunt group busy—Enabling the Enable hunt group busy option sets the hunt group status to busy, and all new calls receive the busy treatment. Calls must be routed to the appropriate destination when all agents are busy or hunt group busy is turned on.​ By default, the Enable hunt group busy is turned off.

    Only an administrator can enable or disable hunt group busy. If an administrator configures agents to control hunt group busy, then agents can also enable or disable hunt group busy using FAC codes.

  • Allow agents to change the hunt group’s busy status—Lets agents change the hunt group’s busy status.