Setup and guides

How to set up SmartVoice Hunt Group features

Discover how to make the most of your Hunt Group for SmartVoice with some of the most common features, including after hours call handling, call waiting, and more.

About SmartVoice Hunt Groups

ComplexityAdvanced

The Hunt Group service allows for the processing of a high volume of calls to a single phone number by distributing the incoming calls to multiple users, according to a selected Hunting policy. Based on the chosen policy, an incoming call 'hunts' for an idle user in the group to forward the call to that user.

Only the group administrator can modify the pre-configured Hunt Group by logging in to https://smartvoice.shawbusiness.ca with the group admin credentials.

The Hunt Group service allows for the processing of a high volume of calls to a single phone number by distributing the incoming calls to multiple users, according to a selected Hunting policy. Based on the chosen policy, an incoming call 'hunts' for an idle user in the group to forward the call to that user.

Only the group administrator can modify the pre-configured Hunt Group by logging in to https://smartvoice.shawbusiness.ca with the group admin credentials.


Available Hunt Groups are found on the Dashboard.

  • Use the Add and Remove options to move users between Available Users and Assigned Users.
  • Assigned users can also be reordered to align with group policy requirements.

SmartVoice Dasboard
SmartVoice Dasboard

SmartVoice Hunt Group overview
SmartVoice Hunt Group overview

Group Policy Options

There are five available group policy options for any Hunt Group:

  • Circular: The incoming calls to the group start the hunting process with the user on the list following the last user to receive a call. When the end of the list is reached, the hunting process circles back to the first user on the list. The process ends when an idle user is found or all users have been visited.
  • Regular: The incoming calls to the group start the hunting process at the first user on the list and hunts all the provisioned users sequentially, until an idle user is found or the end of the list is reached.
  • Simultaneous: The incoming calls ring all idle users in the group. The call is connected to the first user to answer the call.
  • Uniform: The incoming calls to the group are presented to the user who has been idle for the longest time.
  • Weighted Call Distribution: The incoming calls alert agents in a pseudo‐random fashion according to their relative weight. Agents with a higher weight are assigned more incoming calls than agents with lower weights. The weight distribution can be managed on the available 'Edit' screen.

Advanced Options

The configurable routing polices for the group administrator are the group policy, no answer/not reachable settings, and calling line ID. These settings can be accessed in two ways:

  1. Dashboard > Hunt Group > Details
  2. Group Services > Site Services: Hunt Group > Profile

The profile screen allows the group administrator to manage the configuration settings for the service, as well as the members, answer order, and routing policies for the Hunt Group. The group administrator can also manage the call policies for the Hunt Group from this screen.

Configuring SmartVoice Hunt Group policies
Configuring SmartVoice Hunt Group policies

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How do I set up how SmartVoice handles after hours calls?

ComplexityAdvanced

Using Call Forwarding Selective together with a Time Schedule 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 an off-site answering service or a cell phone.

Keep reading to learn how to set this up.

Using Call Forwarding Selective together with a Time Schedule 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 an off-site answering service or a cell phone.

Keep reading to learn how to set this up.

Setup:

Step 1: Create an after hours time schedule

  1. Select the Group Profile tab, then select Time Schedule.

View Time Schedule
View Time Schedule

  1. Select Add New Schedule.
  2. Name it something unique, like "After Hours", to help identify what this schedule is for.
  3. Drag the mouse over time blocks to highlight times in grey that you want to include.
  4. Press Save.
    • In the example below, greyed out areas for "After Hours" represent all hours this business is closed. Calls can be set up to be handled in a specific way during these times.
      Greyed out areas represent After Hours
      Greyed out areas represent After Hours

Step 2: Enable Call Forwarding Selective

  1. From the dashboard select Hunt Group -> Settings -> Detailed Settings -> Calling Features .

  2. Locate Call Forwarding Selective and select Edit.

    Enable Call Forwarding Selective
    Enable Call Forwarding Selective

  3. Enter a number or extension in the Default Call Forward to phone number field.

    • Calls can also be forwarded directly to voicemail by entering '55' and the voicemail number or extension.
  4. Select Save.

  5. Select Add Rule.

  6. Add a name for your rule under Description.

  7. Choose Time Schedule in the drop-down.

  8. Enter your call forwarding number into the Forward to another phone number field.

  9. Select Save.

    Enter a number or extension
    Enter a number or extension

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 at the end of each day.

If you don't see the option Call Forwarding Selective, call into Business Technical Support to get this feature added on.

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What happens to calls if all the lines in the Hunt are in use?

ComplexityAdvanced

You can set up Call Forwarding Busy on a Hunt Group to direct all callers to voicemail, another phone number, or an Auto Attendant. This feature is useful when all lines in a Hunt are in use. Follow the steps below to do this.

You can set up Call Forwarding Busy on a Hunt Group to direct all callers to voicemail, another phone number, or an Auto Attendant. This feature is useful when all lines in a Hunt are in use. Follow the steps below to do this.

Under Calling Features of the Hunt Group:

  1. Locate Call Forwarding Busy.
  2. Turn the feature ON.
  3. Add the phone number or extension that you wish to forward calls to.

Enabling Call Forward Busy
Enabling Call Forward Busy

If you don't see this option, call into Business Technical Support to get this feature added on.

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How do I enable call waiting on a Hunt Group?

ComplexityAdvanced

Enabling the call waiting feature on a Hunt Group allows call waiting for members in a Hunt Group, so you can place a current call on hold and take another incoming call.

Enabling the call waiting feature on a Hunt Group allows call waiting for members in a Hunt Group, so you can place a current call on hold and take another incoming call.

Under Group Services:

  1. Select Site Services

  2. Select Hunt Group from the drop down

    Select Hunt Group under Site Services
    Select Hunt Group under Site Services

  3. If you have more than one Hunt Group number, select which number you wish to modify in drop-down menu.

  4. Under Time Zone, check the box for Allow Call Waiting on agents, then press the Save button.

  5. Hunt group settings

    Enable Allow Call Waiing on agents
    Enable Allow Call Waiing on agents

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How are calls handled if no one answers the Hunt line?

ComplexityAdvanced

Your Hunt Group can be configured to handle calls depending on what happens with the incoming call.

  • No answer: If an incoming call comes in and no one answers it, calls will be forwarded directly to voicemail, another number, or an auto attendant (depending on your settings).
  • Not reachable: If all users/virtual lines are offline or not registered, calls will be redirected according to the rules set up in this section (this is the same feature and setting as in Disaster redirect).

Your Hunt Group can be configured to handle calls depending on what happens with the incoming call.

  • No answer: If an incoming call comes in and no one answers it, calls will be forwarded directly to voicemail, another number, or an auto attendant (depending on your settings).
  • Not reachable: If all users/virtual lines are offline or not registered, calls will be redirected according to the rules set up in this section (this is the same feature and setting as in Disaster redirect).

To configure:

  1. Select Group Services tab.
  2. Select the Site Services drop-down, then select the required items (e.g., 'Hunt Group'), then use the Select… drop-down to choose a service to manage.

Manage Group Services
Manage Group Services

  1. Select the Profile tab.
  2. Modify the required fields:
    • No answer settings:
      • Skip to next agent after X rings: Used to skip a phone that doesn't answer after a desired number of rings. Note: This option is only used for Hunt Groups that ring to one phone at a time.
      • Forward call after waiting X seconds: Used to forward the call to voicemail, another number, or an Auto Attendant after a desired number of seconds. Check the option and set the number of seconds, if needed.
      • Call forwards to: Set the call to go directly to voicemail (use 55), another number, or an Auto Attendant here.
        Modify No Answer Settings on the Hunt Group
        Modify No Answer Settings on the Hunt Group
    • Not reachable settings:
      • Enable Call Forwarding Not Reachable: Calls will be forwarded to a number entered (can be set to either go directly to voicemail, another number, or an Auto Attendant).
      • Make Hunt Group busy when all available agents are not reachable: This option will give the caller a busy tone.
  3. Scroll down to the bottom and press Save to complete.
  4. Make a test call into your system to verify that your settings are working the way you like.
    Modify Not Reachable Settings on the Hunt Group
    Modify Not Reachable Settings on the Hunt Group
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