Chapter 14. Call Coverage

Many businesses have sales or service departments that handle inbound calls from customers. These businesses typically need several phone lines and a way to make the lines work together in a cohesive manner. If a representative is busy or not available, incoming calls to the group will rotate to available members of the group. The call is distributed in this way until it is answered or forwarded to an auto-attendant or voice mail. Hunt groups are the mechanisms that help these businesses manage inbound calls. A hunt group is a group of telephone lines that are associated with a common number. When a call comes in to the number associated with the hunt group, the call cycles through the group of lines until an available ...

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