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Fallback

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

Fallback settings can be used to make a hunt group unavailable and to set where the hunt group's calls should be redirected at such times. Hunt groups can be manually placed In Service, Out of Service or in Night Service. Additionally using a time profile, a group can be automatically placed in Night Service when outside the Time Profile settings.

Fallback redirects a hunt group's calls when the hunt group is not available, for example outside normal working hours. It can be triggered either manually or using an associated time profile.  

Group Service States

A hunt group can be in one of three states; In Service, Out of Service or Night Service. When In Service, calls are presented as normal. In any other state, calls are redirected as below.

Call Redirection

The following options are possible when a hunt group is either Out of Service or in Night Service.

Manually Controlling the Service State

Manager and or short codes can be used to change the service state of a hunt group. The short code actions can also be assigned to programmable buttons on phones.

Setting and clearing hunt group night service can be done using either manual controls or using a system time profile. The use of both methods to control the night service status of a particular hunt group is not supported. You can manually override a time profile.

This function is not supported between systems in a multi-site network. It can only be used by a user currently logged onto the same system as hosting the hunt group.

Time Profile

A Day Service Time Profile can be associated with the hunt group. A time profile if required, is set through the Time Profile | Time Profile tab.

When outside the time profile, the hunt group is automatically placed into night service. When inside the time profile, the hunt group uses manually selected mode.

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

Field Description
Day Service Time Profile Default = <None> (No automatic night service)

This field allows selection of a previously created Time Profile. That profile then specifies the times at which it should use the manually selected Service Mode settings. Outside the period defined in the time profile, the hunt group behaves as if set to Night Service mode.

Note that when a hunt group is in Night Service due to it associated time profile, this is not reflected by the Service Mode on this tab. Note also that the manual controls for changing a hunt group's service mode cannot be used to take a hunt group out of time profile night service.

Night Service Destination Default = <None> (Voicemail or Busy Tone)

This field sets the alternate destination for calls when this hunt group is in Night Service mode. The destination can be a group, a user, a short code, or an Auto Attendant. Select a group or user from the drop down list. Manually enter a short code or an Auto Attendant name.

If left blank, calls are redirected to voicemail if available or otherwise receive busy tone.

Out of Service Fallback Group Default = <None> (Voicemail or Busy Tone)

This field sets the alternate destination for calls when this hunt group is in Out of Service mode. The destination can be a group, a user, a short code, or an Auto Attendant. Select a group or user from the drop down list. Manually enter a short code or an Auto Attendant name.

If left blank, calls are redirected to voicemail if available or otherwise receive busy tone.

Mode Default = In Service

This field is used to manually select the current service mode for the hunt group. The options are:

  • In Service: When selected the hunt group is enabled. This is the default mode.

  • Night Service: When selected, calls are redirected using the Night Service Fallback Group setting. This setting can also be manually controlled using the short code and button programming features Set Hunt Group Night Service and Clear Hunt Group Night Service.

  • Out of Service: When selected, calls are redirected using the Out of Service Fallback Group setting. This setting can also be manually controlled using the short code and button programming features Set Hunt Group Out of Service and Clear Hunt Group Out of Service.

Hunt Group Fallback Controls

The following short code features and button programming actions can be used.

Feature/Action Short Code Default Button
Set Hunt Group Night Service Yes *20*N# Yes — Toggles
Clear Hunt Group Night Service Yes *21*N# Yes
Set Hunt Group Out of Service No No Yes — Toggles
Clear Hunt Group Out of Service No No Yes

Note that for a hunt group using a time profile, these controls only are only applied when the hunt group is within the specified time profile period. When outside its time profile, the hunt group is in night service mode and cannot be overridden.