Discover how to make the most of your Hunt Group and some of the most common features used.

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After hours call handling

After hours sets up an automated way to handle calls when your business is closed for the day or weekend. After hours calls can be routed to a group/individual voicemail, auto attendant or any alternate number such as off-site answering services or a cell phone.

Set up:

  1. Login with group administrator credentials at smartvoice.shawbusiness.ca.
  2. Create an after hours time schedule.
    1. Select 'Group Profile' tab, then select 'Time Schedule'.
      • Add a new schedule (click to expand)
    2. Select 'Add New Schedule'.
    3. Name it something unique like "After Hours" to help identify what this schedule is for.
    4. Drag mouse over time blocks to highlight times in grey that you want to include.
    5. Press 'Save'.
    • In example below, grayed out areas for "After Hours" represent all hours this business is closed. Calls can be setup to be handles in a specific way during these times.
    • After hours schedule (click to enlarge)
      1. Now that we have created a Time Schedule we need to enable " />
  3. Enable 'Call Forwarding Selective' to manage your schedule:
    1. Select 'Dashboard' tab, then select 'Hunt Group', then 'Settings', then 'Detailed Settings', then 'Calling Features' tab.
    2. Locate 'Call Forwarding Selective' and select 'Edit'. If you don't see this option, call your sales representative to get this feature added on.
      • Edit Call Forward Selective (click to enlarge)
    3. Enter a number or extension in 'Default Call Forward to Phone Number'. It can also be forwarded directly to voicemail by entering '*55*' and the voicemail number or extension.
      • Call Forward Selective settings (click to enlarge)
    4. Select 'Save'.
    5. Select 'Add Rule'.
    6. Add a name for rule under 'Description'.
    7. Choose 'Time Schedule' in drop down.
    8. Enter your call forwarding number into 'Forward to another Phone Number' field.
    9. Select 'Save'.
  4. Now, with a defined after hours schedule and rule set to handle calls when you're closed, you'll no longer need to manage your phone handling at the end of each day.

Call forward busy

Call Forwarding Busy can also be set on a Hunt Group to direct all callers to either voicemail, another phone number, or Auto Attendant. This feature is useful when all lines in Hunt are in use.

  1. Login with group administrator credentials at smartvoice.shawbusiness.ca.
  2. Select 'Dashboard' tab, then 'Hunt Group', 'Settings', 'Detailed Settings', 'Calling Features'.
  3. Locate 'Call Forwarding Busy', turn feature 'ON' and add phone number or extension that you wish to forward calls to.
    • If you don't see this option, call your sales representative to get this feature added on.
    • Call Forward Busy setting (click to enlarge)

Call waiting on hunt group

Enabling this feature allows call waiting for members in a hunt group, so they can place a current call on hold and take another incoming call.

  • This feature is not usually enabled by default.
  1. Login with group administrator credentials at smartvoice.shawbusiness.ca.
  2. Select 'Group Services' tab, then select 'Site Services', then 'Hunt Group'.
    • Hunt group menu (click to enlarge)
  3. If you have more than one hunt group number select which number you wish to modify in drop down.
  4. Under 'Time Zone', check box 'Allow Call Waiting on agents', then press 'Save' button.
    • Hunt group settings

No answer & not reachable

Your Hunt Group can be configured to handle calls depending on what happens with the incoming call. This can be done through the group admin portal under Group Profile->SiteServices->Hunt Group.

  1. No Answer Settings:
    • If an incoming calls comes in and no one answers it, the calls can be set to forward directly to voice mail, another number or an auto attendant by entering a number into the "No Answer Settings".
  2. Not Reachable Settings:
    • If an incoming calls comes in and there is a problem with the SmartVoice service or all the lines are engaged, the “NotReachable” settings can be set to either go directly to voice mail, another number or an auto attendant.
    • Alternatively, “Not Reachable Settings” can be set to “Make Hunt Group busy when all availableagents are not reachable
    • The caller will receive a busy tone. This can be handy for very busy offices, such as a walk-clinic where unanswered calls do not go to voicemail. This gives callers a busy tone indicating that the lines are busy and they should try their call again instead of just a ringing phone that is not answered.

2016-07-29-SV-Hunt8


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