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Home - Business - What is a Hunt Group and How Does it Work?
Reviewed by : Prasanta Raut
Customer queries and incoming calls are assets for any business and call center operation. Resolving and attending to those customers’ calls promptly ensures that they feel heard and valued.
If your business’s customer support or call center operation is failing to do so, then you need to try the Hunt Group or Ring strategy and promptly listen to their concerns, problems, and issues about your business’s products and services.
Companies across several sectors rely on hunt groups to simplify communication, improve customer service, and optimize call handling by setting up hunt strategies for enhanced business phone systems.
It ensures your customer is heard in real time, resolves the customer or caller’s call wait times in seconds, and upgrades the call center operation, customer satisfaction, and customer assistance productivity to the next level by an effective forward calls method.
This blog provides information on how does hunt group work, the types of hunt groups, the benefits of call hunting groups, and the differences between hunt groups and ring groups.
Table of Content
A Hunt Group is a phone feature that directs calls to a group of lines. It’s also known as a call hunt or line hunt group. It helps to distribute calls from one number to many lines.
Here’s how it works: You dial a company’s primary number. Instead of just one phone ringing, your call is sent to many phones. It continues to try phones until someone responds. If the first phone is used, your call is routed to the next available line. This continues till someone picks up.
Hunt Group or call hunting is similar to a call distribution system; the system keeps passing the call until someone picks it up. This design is helpful for busy offices, call center operations, sales agents, or customer support teams, where many people may be available to take calls.
The goal is to ensure that incoming calls are answered quickly, that customers’ incoming calls are responded to with quick resolution, and that customers are satisfied.
A Hunt Group is a valuable phone system feature that enables firms to manage incoming calls efficiently. It operates by routing calls from a single primary number to a group of several phone or VoIP phone lines. The primary purpose is to ensure that callers do not have to wait too long before someone can speak with them. This is very useful in busy workplaces or firms with several call receivers.
Here’s a quick overview of how a Hunt Group usually operates:
Incoming calls: Calls placed to the Hunt Group’s central number are routed to the group rather than a single extension.
Sequential Routing: The phone system will then check the first available line within the group. If the line is already in use or the person cannot pick up (for example, they are on another call), the system will automatically move on to the next available line in the queue.
Parallel Ringing: This procedure continually occurs until an open line is discovered where the call may be answered.
Call Distribution or deflection: When all group lines are busy, callers are usually given the option of being placed on hold, queuing, directing them to the other channels, or leaving a voicemail message or voicemail greetings for call deflection.
Overflow alternative: Some advanced Hunt Group configuration operators or destinations allow you to specify specific rules for overflow calls when all group members are unavailable.
Nevertheless, Hunt Groups is an effective technique for dividing and distributing call traffic among many individuals or departments. They assist businesses in providing a professional phone handling experience for consumers without leaving them on wait or in continual ringtone limbo. Group members are assigned to answer calls as they become available.
Each Hunt Group has its advantages and disadvantages. Certain types of Hunt Groups can be fitted for your business depending on your needs, objectives, and goals. Here are types of hunt groups listed below:
Calls are directed and distributed evenly in this hunt group type. Incoming calls are connected to the first line and extension, then ring. When the next call is connected to the call center, it is connected or directed to the next phone line and continuously to the last extension in continuous order.
When all the lines are covered, this process is repeated: if the agent is unavailable, the next-line phone rings for an agent or employee to answer the call; furthermore, the call can be moved forward to the voicemail. Circular or round-robin hunt groups ensure that every customer representative or team member can receive the call and distribute the workload evenly within the workforce.
All the connected phone lines and extensions in the uniform call network ring simultaneously, alerting each group agent and member simultaneously. This results in a fast call answer rate and ensures a lower inbound or customer call abandonment rate.
In a Sequential Hunt group, inbound and incoming calls are directed to the group’s first available agent or team member. When the first agent or call line is unanswered, the call is forwarded and presented to the next available hunt group member or customer support representative. In this hunt group, the system tries to find the available agent to pick up the incoming ringing call in a predefined order until it finds a free agent.
This Hunt group type typically routes or forwards the call to the specific phone extension or line that is inactive or hasn’t received any calls for a long time. It considers the length of time and then the priority of forwarding or ringing calls to the longest idle line or extension, allowing the highly free agent to pick up the call to balance the agent call loads.
The following are some of the benefits of using Hunt Groups for business communication:
Here is the difference between the Ring group and the Hunt group in the table below:
Hunt group features help businesses with high incoming traffic call volume by optimizing the best distribution of inbound calls, ensuring call center operation efficiency, and optimizing call wait times for better customer experience and support.
If you also want to manage a smooth and effective call center business, try Dialaxy’s cloud-based contact center solution. It offers efficient call handling, enriched modern VoIP telephony features, and a hunt group and ring strategy that power your business communication system and operation to the next level.
Try a 7-day free trial to experience Dialaxy call management software’s best and most effective hunt group and ring strategy features without additional or hidden charges.
Some advanced Hunt Group features include:
Businesses or organizations that receive moderate to high volume of calls have multiple departments and teams, and value customer service should use the Hunt Group.
Hunt Groups can be set up by contacting support or accessing your online account settings, which depend on your phone service provider.
Yes, Mobile devices can be integrated with some business phone systems. As a result, your team can receive calls while part of a Hunt Group on their mobile phones.
Prasanta is the founder and visionary CEO of Dialaxy. He is on a mission to redefine the landscape of SaaS solutions, infusing creativity and ingenuity into every aspect of Dialaxy’s offerings. His fervent dedication to simplifying sales and support processes drives Dialaxy’s forward momentum, delivering unparalleled value to businesses of all sizes. Embark on a transformative journey with Prasanta and Dialaxy as they pave the way for a new era of sales and support excellence.
Prasanta Raut