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Group settings

Navigation: Call Management > Groups > Add/Edit Group > Groups

The Group settings are used to define the name, extension number and basic operation of the group. It is also used to select the group members.

For Server Edition, this type of configuration record can be saved as a template and new records created from a template.

These settings are mergeable. Changes to these settings do not require a reboot of the system.

Field Description
Name Range = Up to 15 characters

The name to identify this group. This field is case sensitive and must be unique.

Names should not start with a space. Do not use punctuation characters such as #, ?, /, ^, > and ,.

Voicemail uses the name to match a group and its mailbox. Changing a group's name will route its voicemail calls to a new mailbox. Note however that Voicemail Pro will treat names such as "Sales", "sales" and "SALES" as being the same.

Profile Default = Standard Hunt Group

Defines the group type. The options are:

  • Standard Hunt Group: The default group type and the standard method for creating IP Office user groups.

  • CCR Agent Group: This option is used in conjunction with IP Office CCR application to indicate the groups for which it collects information. CCR Agent Hunt Groups should only contain users who have been configured as CCR Agents (User | Telephony | Supervisor Settings) option. When selected, the menus to select hunt group members will only show users configured as CCR Agents and a warning will be given if the group already contains any users who are not CCR Agents. The queuing option for the hunt group is also forced on for a CCR Agent group.

  • XMPP Group: Extensible Messaging and Presence Protocol (XMPP) is a communications protocol for presence status and Instant Messaging (IM). Select XMPP to enable presence information and instant messaging within a defined group of XMPP enabled one-X clients. Two users can see each other's presence and exchange instant messages only if they are members of the same XMPP group. A user can be a member of zero or more groups. A user that is not a member of any group is automatically added to the default system XMPP group. As a result, if no XMPP groups are defined, then all users are in the system XMPP group. If a user is a member of a very large XMPP group a large amount of network traffic can be generated. This can be problematic for mobile users.

  • Centralized Group Select Centralized Group for extensions that are normally handled by the core feature server (Avaya Aura Communication Manager) and are handled by the IP Office only when in survival mode due to loss of connection to the Avaya Aura® Session Manager. Calls arriving to a centralized hunt group number when the Avaya Aura Session Manager line is in-service are sent by the IP Office> to Avaya Aura Session Manager and are then processed by the core feature server according to the core feature server hunt group configuration. Calls arriving to a centralized hunt group number when the Avaya Aura Session Manager line is out-of-service are processed by the IP Office and targeted to the hunt group members as configured on the IP Office.

    To provide consistent operation when the Avaya Aura Session Manager line is in-service or out-of-service, the following is recommended:

    • The IP Office hunt group should be configured consistently with the hunt group administration at the core feature server that serves the survivable branch endpoints in normal mode.

    • Members included in the IP Office hunt group should be only those members that are in the local branch, even if the core feature server hunt group includes additional members from other branches (that is, centralized users).

Extension Range = 2 to 15 digits.

This sets the directory number for calls to the hunt group.

  • Groups for CBC and CCC should only use up to 4 digit extension numbers.

  • Extension numbers in the range 8897 to 9999 are reserved for use by the IP Office Delta Server.

Ex Directory Default = Off

When on, the user does not appear in the directory list shown by the user applications and on phones with a directory function.

Ring Mode Default = Sequential

Sets how the system determines which hunt group member to ring first and the next hunt group member to ring if unanswered. This is used in conjunction with the User List which list the order of group membership. The options are:

  • Collective   All available phones in the User List ring simultaneously.

  • Collective Call Waiting This is a Collective hunt group as above but with hunt group call waiting also enabled (previous versions of Manager used a separate Call Waiting On control to select this option for a Collective group). When an additional call to the hunt group call is waiting to be answered, users in the group who are already on a call will receive call waiting indication. On phones with call appearance buttons, the call waiting indication takes the form of an alert on the next available call appearance button. On other phones, call waiting indication is given by a tone in the speech path (the tone is locale specific).

    The user's own Call Waiting On setting is overridden when they are using a phone with call appearances. Otherwise the user's Call Waiting On setting is used in conjunction with the hunt group setting.

  • Sequential   Each extension is rung in order, one after the other, starting from the first extension in the list each time.

  • Rotary   Each extension is rung in order, one after the other. However, the last extension used is remembered. The next call received rings the next extension in the list.

  • Longest Waiting   The extension that has been unused for the longest period rings first, then the extension that has been idle second longest rings, etc. For extensions with equal idle time, 'sequential' mode is used.

    Where hunt group calls are being presented to a twinned extension, the longest waiting status of the user can be reset by calls answered at either their master or twinned extension.

No Answer Time (secs) Default = System Default. Range = System Default or 6 to 99999 seconds.

The number of seconds an extension rings before the call is passed to another extension in the list. This applies to all telephones in this group and also any Overflow Groups it uses. For collective hunt groups, the idea of moving to the next member when the No Answer Time expires does not apply, instead calls will continue ringing unless overflow or voicemail is applied.

Hold Music Source Default = No Change.

The system can support up to 4 music on hold sources; the System Source (either an internal file or the external source port or tones) plus up to 3 additional internal wav files, see System | Telephony | Tones & Music. Before reaching a hunt group, the source used is set by the system wide setting or by the Incoming Call Route that routed the call. If the system has several hold music sources available, this field allows selection of the source to associate with calls presented to this hunt group or to leave it unchanged. The new source selection will then apply even if the call is forwarded or transferred out of the hunt group unless changed again by another hunt group. If the call is routed to another system in a multi-site network, the matching source on that system (System Source or Alternate Sources 2 to 4) is used if available.

Calls overflowing from a hunt group will use the hold music source setting of the original hunt group and ignore the setting of the overflow group.

Calls going to night service or out of service fallback group use the hold music source setting of the original hunt group and then, if different, the setting of the fallback group. The setting of further fallback groups from the first are ignored.

Ring Tone Override Default = Blank

If ring tones have been configured in the System | Telephony | Ring Tones tab, they are available in this list. Setting a ring tone override applies a unique ring tone for the hunt group.

Agent's Status on No-Answer Applies To Default = None (No status change).

For call center agents, that is hunt group members with a log in code and set to forced log in, the system can change the agent's status if they do not answer a hunt group call presented to them before being automatically presented to the next available agent.

  • This setting defines what type of hunt group calls should trigger use of the agent's Status on No Answer setting. The options are None, Any Call and External Inbound Calls Only.

  • The new status is set by the agent's Status on No Answer (User | Telephony | Supervisor Settings) setting.

  • This action is only applied if the call is unanswered at the agent for the hunt group's No Answer Time or longer. It does not apply if the call is presented and, before the No Answer Time expires, is answered elsewhere or the caller disconnects.

  • This option is not used for calls ringing the agent because the agent is in another group's overflow group.

Central System The field is for information only. It displays the IP Office system where the hunt group was created and can be configured. For pre-Release 5.0 systems, this field is only visible if the IP Office has an Advanced Small Community Networking license.
Advertise Group Default = Off (On for Server Edition). If selected, details of the hunt group are advertised to the other systems within a multi-site network and the hunt group can be dialled from those other systems without the need for routing short codes. For pre-Release 5.0 systems, this field is only visible if the IP Office has an Advanced Small Community Networking license. In a Server Edition system this field is fixed as on and details of all hunt groups are advertised to all systems within the network.
  • Advertised groups must have an extension number that is unique within the network. If an advertised hunt group's extension number conflicts with a local groups extension number, the advertised group is ignored.

  • Groups set as advertised will appear in the configuration of other IP Office systems. However an advertised group can only be edited on the IP Office system on which it was created. Note that advertised groups are not saved as part of the configuration file when File | Save Configuration As is used.

  • Hunt groups that contain members from other IP Office systems are automatically advertised.

User List This is an ordered list of the users who are members of the hunt group. For Sequential and Rotary groups it also sets the order in which group members are used for call presentation.
  • Repeated numbers can be used, for example 201, 202, 201, 203, etc. Each extension will ring for the number of seconds defined by the No Answer Time before moving to the next extension in the list, dependent on the Hunt Type chosen.

  • The check box next to each member indicates the status of their membership. Group calls are not presented to members who have their membership currently disabled. However, those users are still able to perform group functions such as group call pickup.

  • The order of the users can be changed by dragging the existing records to the required position.

  • To add records select Edit. A new menu is displayed that shows available users on the left and current group members of the right. The lists can be sorted and filtered.

  • Users on remote systems in a multi-site network can also be included. Groups containing remote members are automatically advertised within the network.