Agents Assigned To A Group For Call Distribution
Hunt Group Assignments
Database Systems Corp. (DSC) is a leading provider of call center technology including automatic call distribution (ACD) systems and software. Our ACD assigns incoming phone calls to identified agent groups known as hunt groups.
What Is A Hunt Group?
A hunt group is a computer telephony concept that refers to the method of distributing phone calls from a single destination number to a group of several phone lines or groups of call agents. Specifically, it refers to the process or algorithm used to select which line will receive the call.
Automatic call distribution is a technology that intelligently routes incoming phone calls when they are answered by a computer phone system.
An ACD system generally process incoming phone calls on a first come / first serve basis. However, intelligent ACD's such as those provided by DSC can route calls based upon caller identification, dialed number, time of day, and custom defined parameters established in an IVR (Interactive Voice Response) program script.
Types Of Hunt Groups
There are 3 different types of hunt group assignments available with most phone systems.
Contact DSC to learn more about our call center phone systems and call distribution software. To view other features of these modern call processing systems, please visit our phone system features web page.
Linear Hunt Group
With a linear hunt group, calls are always delivered to the lowest-numbered available line. This is also referred to as busy/no-answer call forwarding. Calls are always delivered to the first line, unless it is busy - then the second, third, and remaining lines are considered in succession.
This configuration is most often found on multi-line phones found at small businesses. For automated call distribution systems with high call volumes, this is usually the least preferable method, because calls will arrive at destinations that are in the process of completing the previous call, and depending on the circumstances, may be the least prepared to take the call.
This method is useful when distributing calls to the most experienced or knowledgable agent first. Call prioritization can be accomplished by assigning the lower line numbers to the most skilled agents.
Circular Hunt Group
In a circular hunt group, the calls are distributed "round-robin". If a call is delivered to line 1, the next call goes to 2, the next to 3. When the end of the hunt group is reached, the hunting starts over at the first line. Lines are only skipped if they are still busy on a previous call.
This method of call distribution attempts to distribute calls more evenly to agent groups such as sales organizations.
Most Idle Hunt Group
In most-idle hunting, calls are always delivered to whichever line has been idle the longest. This considers the length of time that the calltaker has been busy versus available. This is typically used in call centers where the calls are being answered by people, to distribute the load evenly.
Database Systems Corp. Phone Systems
Database Systems Corp. (DSC) has been providing software and computer systems since 1978. DSC has developed 2 series of phone systems for the call center and call processing industry. These systems support either analog phone lines or digital phone lines.
WIZARD Analog Phone Systems
The DSC WIZARD analog phone system can fulfill the call handling requirements of call processing centers that are small and require just a few phone lines.
These low cost call center phone systems are capable of managing virtually any type of inbound and outbound phone campaign.
The WIZARD systems employ interactive voice response (IVR) for call answering programs and voice broadcasting technology which can be used to deliver phone messages. These functions have both commercial and community applications.
PACER Digital Phone Systems
For medium to large call processing applications, DSC provides digital T1 computer phone systems capable of automatically answering phone calls while processing automated dialing phone campaigns.
The PACER Digital Phone System supports digital phone lines and is capable of addressing multiple T1's. The PACER system can simultaneously process hundreds of calls over digital phone lines. These PACER systems can be networked together to support call center environments handling thousands of calls at once.
Call Us Today
Contact DSC for a FREE analysis and quote and to learn more about our computer telephony products and services.