How To: Configure a Advantage Voice Hunt Group

You can choose one of five options, called “Group Policies”, that determine how a Hunt Group processes and routes incoming calls, as it attempts to find an available user.

1. Go to voiceportal.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. On the main page, select the icon called Hunt Groups.
4. Select the Profile for your respective hunt group.
5. Select the appropriate policy based on conditions below.
6. After making your respective adjustments, select Save on the top right-hand corner of the portal.

Your policies for incoming calls are:

• Circular: The hunting process starts on the Assigned Users list, after the most recent user to take a call. When the end of the list is reached, the process returns to the top of the list and continues. The process ends when an available user is found, or all users have been deemed busy and the Call Forwarding Busy action is triggered.
• Regular: The hunting process starts at the top of the Assigned Users list and evaluates users sequentially, until an available user is found, or the end of the list is reached.
• Simultaneous: All available users on the Assigned Users are called at the same time. The call is connected to the first user to answer the call.
• Uniform: The incoming calls to the group are presented with the user who has been idle for the longest time.

You can assign available users to the Hunt Group for any phone number. Please note that only the group administrator has permission to assign users to groups.

1. Go to voiceportal.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. On the main page, select the icon called Hunt Groups.
4. Select the Profile for your respective hunt group.
5. Scroll down to Hunt Group Members and select Assign Members.
6. Select the member name(s) from the Users list by selecting the checkmark box and select Save to exit the member menu If you have multiple users in your organization, use Ctrl + F to type and find the member in the list.
7. Select Save on the top right-hand corner of the portal.

You can also:

• Select an assigned user and remove the checkmark to remove them from the hunt group and return them as an available user.
• Select multiple names using the checkmark to Add > or < Remove several users at once.
• Select a name in the Assigned Users list and select the Up or Down arrow to change the list order List order comes into play when you select a Group Policy for routing incoming calls.
• Always select Save before exiting the portal to ensure all your settings are captured successfully.

When everyone on your Assigned User list is already on a call, you can have new incoming calls forwarded to voicemail, the Auto Attendant, or an alternate number like an off-site answering service or cellphone.

1. Go to voiceportal.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. On the main page, select the icon called Hunt Groups.
4. Under Incoming Calls, find Call Forwarding Busy and select the icon.
5. Activate the feature by moving the toggle to the right.
6. If activation was successful, a forward to phone number field will appear. In the phone number field, enter a number or extension that incoming calls should be forwarded to.
7. Select Save.

If you don't see the option "Call Forwarding Busy", contact Business Technical Support to have this feature added.

If you enable call waiting, the Hunt Group’s assigned users can place a call on hold to make themselves available to answer another incoming call.

1. Go to voiceportal.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. On the main page, select the icon called Hunt Groups.
4. Select the Profile for your respective hunt group.
5. Scroll down to Settings.
6. Enable call waiting by selecting Allow Call Waiting toggle to the right.
7. If activated, a green checkmark will appear.
8. Select Save on the right-hand corner of the portal.

You can choose what happens to an incoming call when there is no answer, when assigned users are unreachable, or all virtual lines are offline.

1. Go to voiceportal.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. On the main page, select the icon called Hunt Groups.
4. Select the Profile for your respective hunt group.
5. Scroll down to Not Reachable.
6. Enable Call forwarding not reachable toggle to the right.
7. If activated, a green checkmark will appear, and a text field will also appear to add a phone number that the call will forward to.
8. Add the number or extension you wish the call will go to.
9. If required, you can also activate Hunt Group Busy if all agents are not reachable.
10. Select Save on the right-hand corner of the portal.

Incoming calls can be immediately forwarded to another number, extension, or directly to voicemail by enabling Call Forward Always in the Hunt Group settings.

1. Go to voiceportal.shawbusiness.ca.
2. Log in using your group administrator credentials.
3. On the main page, select the icon called Hunt Groups.
4. Select Call Forwarding Always.
5. Activate the feature by selecting the toggle to the right.
6. If you wish to have a Ring Splash enabled, which is a ring that the phone makes to notify that the call has been forwarded, activate the feature by selecting the toggle to the right.
7. Add the number or extension you wish the call will go to.
8. Select Save on the top right-hand corner of the portal.