Improve Business Efficiency: Add a Hunt Group to Your Phone System

Posted on Mon, Jun 9, 2014 @ 09:25 AM by Carlos Lahrssen

Unanswered calls result in unhappy customers.

Businesses move at a quick pace, and when people call a business they don't expect busy signals or unanswered calls. Therefore it's critical to do what you can to ensure that as few calls as possible go unanswered or are sent to voicemail. Your phone system can make an enormous difference in how efficiently calls are answered and how often callers become frustrated and give up.

Don't believe that because you have a small business you can't afford phone system features that help you compete and stand out when compared to competitors. Today's cloud-hosted PBX phone systems are full of terrific features that ensure calls get through and caller frustration is minimized.

One of these important features is the hunt group.

What Is a Hunt Group?

With business phone systems, line hunting is a method of distributing calls from a single phone number to a group of multiple phone lines. The hunt group is a group of extensions to which calls are sent in order to locate an open line when a call comes in. Hunt groups benefit businesses that take in a large call volume.

When an incoming call is received, the phone system uses the defined hunt group to find an available or open line that can be used to receive the call. Calls may be distributed according to several different algorithms:

  • Round robin - When a call is delivered to line 1, the next call is sent to line 2, and so on. This succession continues even if a previous line becomes free. Once the end of the hunt group is reached, the hunting starts over again with line 1. Busy lines are skipped. This method is particularly suited for electronic answering equipment like fax machines.

  • Most idle - With "most idle" hunting, an incoming call is delivered to the line that has been idle longest. This technique is useful in call centers because it helps distribute workload more evenly.

  • Start with lowest number - With this method, the phone system delivers a new call to the lowest-numbered available line. Calls are always sent to the first line first, and if it's busy, it goes to the second and so on. This method is good when you have someone designated as the preferred call taker on the line with the lowest number, with his or her backups on higher numbered lines.


Next step: Contact Nexogy and learn more about phone system features.

How Hunt Groups Help Ordinary Offices

Hunt groups help ordinary offices miss fewer calls and help more customers.

Hunt groups help ensure more calls are answered rather than going to voicemail. When you designate a hunt group in your office, a caller reaching a line belonging to someone who has stepped out will automatically be sent to another line, improving chances that the caller will speak with a person rather than going to voicemail.

This functionality can be critical in businesses where fast-paced decisions are made and voicemail can cause too much of a delay in transactions. It also helps businesses show they value callers and want to ensure callers can interact with a person rather than having to leave a message.

How Hunt Groups Help Call Centers

Hunt groups are indispensable to call centers. Any call center phone system has to have a smart call distribution system to ensure callers aren't stuck on hold and that the workload is distributed fairly. With the call center phone system, the hunt group is part of the automated call distribution (ACD) functionality, and can be a major determinant of call center efficiency.

Call center hunt groups often use the "most idle" line hunting algorithm, so that new calls are distributed to agents whose lines have been free longest. It helps prevent callers being stuck on hold, and also helps ensure call center agents answer their share of incoming calls.

Efficiency and Hunt Groups

If your phone system has hunt group capability, you can use it to immediately improve call answering efficiency. Fewer calls will go to voicemail, and fewer callers will get busy signals. If you're looking for a new business phone system, today's cloud-hosted PBX systems usually have hunt group features and are easy to set up with a user-friendly web portal. You don't need an enterprise-level budget to get a phone system packed with useful features. Moreover, with a cloud PBX phone system, up-front investment is minimal and monthly bills can be significantly lower. There's simply no reason not to have a phone system that meets your business's needs.

Nexogy is a leading provider of cloud phone systems rich in useful features that save businesses money up front and every month. Let Nexogy show you how phone system features help your business become more efficient, productive, and competitive.

Next step: Contact Nexogy and learn more about phone system features.

 

Carlos Lahrssen is president of Nexogy.

Super Charge Your Call Center

Topics: business phone systems

Check Out Our Resources!

About the Author

Carlos Lahrssen
Carlos Lahrssen
Carlos Lahrssen is president and CEO of nexogy, as well as founder, president and CEO of LD Telecommunications, Inc., nexogy’s parent company. Lahrssen is an industry fan, follower and advocate — stay...read more