What Is a Hunt Group?

A Hunt Group routes incoming calls from a single phone number, called a pilot number, to a defined group of extension numbers. When a caller dials the pilot number, the system checks the assigned extensions and routes the call to an available line based on the selected distribution method. 

If no extensions are available, calls may be placed into a queue until a staff member becomes available. When queuing is enabled, supported devices can display queue status information. 

Hunt Groups allow departments to share call responsibilities efficiently and manage incoming call volume during high-demand periods. 

Reporting and Call Metrics

Basic reporting is available through call logs. These reports can show how many times the hunt pilot number has been called and how call volume is distributed among group members. Additional reporting needs may be discussed during the planning phase. 

Implementing a Hunt Group 

The implementation of a Hunt Group occurs in three phases: consultation and planning, call flow design, and configuration and development. 

Phase 1: Consultation and Planning

To begin the process, contact the Unified Communications team at oit_ct_uc@help.ncsu.edu to request a planning meeting.

During this consultation, the team will review your department's call handling needs, expected call volume, staffing model, coverage hours, and reporting requirements. You will also select the call distribution method that best fits your operational needs.

There are four distribution methods available:

1. Broadcast Distribution – rings all idle or available group members simultaneously. The first person to answer receives the call.
2. Circular Distribution – routes calls in a rotating order. Each new call begins with the next member in sequence. If the last member has just received a call, routing returns to the top of the group list. 
3. Longest Idle Time Distribution – routes calls to the member who has been idle the longest. Only idle members are considered in this method.
4. Top Down Distribution – routes calls in a fixed order, beginning with the first available member in the group list and continuing downward.

Phase 2: Call Flow Design

After the consultation meeting, a call flow diagram is created to illustrate how the Hunt Group will function. This diagram identifies the pilot number, line group membership, routing order, and any overflow or queue behavior.

Example call flow diagram:

A caller dials a hunt pilot number. The call routes to a hunt list and then first to a line group labeled "San Jose" with extensions 1001, 1002, and 1003. If the call is not answered, it routes to a second line group labeled "New York" with extensions 2002 and 2003. 

Phase 3: Configuration and Deployment

Once the call flow design is approved, configuration begins. The system is programmed according to the finalized design. A demonstration is provided so the department can validate the setup before it is placed into production. 

After approval, the Hunt Group is activated in the production environment. Training opportunities are available to ensure staff understand how calls are distributed and, when applicable, how to monitor queue information. 

We will begin programming based on your approved final design and demonstrate the solution before placing it into production. Training opportunities will also be provided.