Setup and guides

How To: Configure a SmartVoice Hunt Group

Contents
Overview

When you have a high volume of incoming calls to a single phone number, the Hunt Group service will distribute each call to an available group member. In other words, the service “hunts” for someone who isn’t busy. This article assumes that you have already created a hunt group.

Hunt Group routing options

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 smartvoice.shawbusiness.ca.
  2. Log in using your group administrator credentials.
  3. On the Dashboard tab, under Settings, click the gear icon next to a Hunt Group.
  4. Under Group Policy, select one of the available options.

Your options 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.

Assigning users to a Hunt Group

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

  1. Go to smartvoice.shawbusiness.ca.
  2. Log in using your group administrator credentials.
  3. On the Dashboard tab, under Settings, click the gear icon next to a Hunt Group.
  4. Under Users, select a name in the Available Users list, to highlight it.
  5. Click Add > to move the name to the Assigned Users list.

You can also:

  • Select an assigned user and click < Remove to return them to the Available Users list.
  • Select multiple names and click Add > or < Remove to move several users at once.
  • Select a name in the Assigned Users list and click Move Up or Move Down to change the list order.

List order comes into play when you select a Group Policy for routing incoming calls.

Handling after hours calls

You can automate how calls are handled when your business is closed for the day or weekend. Using a schedule and call forwarding, incoming calls can be routed to voicemail, the Auto Attendant, or an alternate number like an off-site answering service or cellphone.

First, create an after hours time schedule:

  1. Go to smartvoice.shawbusiness.ca.
  2. Log in using your group administrator credentials.
  3. Click the Group Profile tab.
  4. Click Time Schedules.
  5. Under Time Schedules, click Add New Schedule.
  6. Enter a name for your after hours schedule (eg. “After Hours”).
  7. Click and drag the mouse over grey time blocks to select them.
  8. Click Save.

Next, enable call forwarding for after hours calls:

  1. On the Dashboard tab, under Settings, click the gear icon next to a Hunt Group.
  2. Click Detailed Settings (lower right).
  3. Click Calling Features.
  4. Under Incoming Calls, find Call Forwarding Selective and click Edit.
  5. In the Default Call Forward to phone number field, enter a number or extension that incoming calls should be routed to.
  6. Click Save.
  7. Click Add Rule.
  8. In the Description field, enter a name for your rule (eg. “After Hours Rule”).
  9. In the Time Schedule dropdown menu, select the after hours schedule you named above.
  10. Next to Forward to, select one of the following:
    • Use Default Forward phone number (to use the number entered in step 4).
    • Forward to another phone number (and enter that number in the empty field).
  11. Click Save.

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

Handling calls when all lines are busy

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 smartvoice.shawbusiness.ca.
  2. Log in using your group administrator credentials.
  3. On the Dashboard tab, under Settings, click the gear icon next to a Hunt Group.
  4. Click Detailed Settings (lower right).
  5. Click Calling Features.
  6. Under Incoming Calls, find Call Forwarding Busy and select On.
  7. In the phone number field, enter a number or extension that incoming calls should be forwarded to.
  8. Click Save.

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

Enabling call waiting

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 smartvoice.shawbusiness.ca.
  2. Log in using your personal credentials.
  3. Click the Group Services tab.
  4. Click Site Services and select Hunt Group from the drop-down list.
  5. Select the hunt group you want to modify from the drop-down list.
  6. Under Time Zone, select Allow Call Waiting on agents.
  7. Click Save.

Handling calls when there is no answer

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 smartvoice.shawbusiness.ca.
  2. Log in using your group adminstrator credentials.
  3. Click the Group Services tab.
  4. Under __ Site Services__ and select Hunt Group.
  5. Select the hunt group you want to modify from the drop-down list.
  6. Under No Answer Settings, you can:
  • Select the checkbox next to Skip to next agent after and select a number of rings from the dropdown list. This is only used if your Group Policy is set to regular or circular.
  • Select the checkbox next to Forward call after waiting and enter a number in the seconds field. This will happen if no one answers the call.
  • Enter a phone number in the Call forwards to field.
  1. Under Not Reachable Settings, you can:
  • Select the Enable Call Forwarding Not Reachable checkbox and enter a phone number in the Call forwards to field. Calls will be directed to this number if the entire system is down, or no one in the hunt group is signed in.
  • Select the checkbox next to Make Hunt Group busy when all available agents are not reachable. This will trigger the Call Forward Busy setting. If you don’t have a Call Forward Busy number defined, the caller will hear a busy tone.
  1. Click Save.

Enabling call forwarding

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 smartvoice.shawbusiness.ca.
  2. Log in using your group administrator credentials.
  3. On the Dashboard tab, under Settings, click the gear icon next to the Hunt Group.
  4. Click Detailed Settings (lower right).
  5. Click Calling Features.
  6. Under Incoming Calls, find Call Forwarding Always and select On.
  7. In the phone number field, enter a number or extension that incoming calls should be forwarded to.

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