Call Distribution for Call Hunting Extension
Brekeke PBX features two types of call distribution for call hunting extension: Round-Robin and Top-Down. The Round-Robin setting is useful if you want to distribute calls equally within a specific group of extensions. The Top-Down setting is useful if you want to distribute calls in a certain order within a specific group of extensions. In either case, the system will ring each available extension sequentially until the call is answered.
Round-Robin
Under the Round-Robin setting, you establish the order of the extensions to which an incoming call will be forwarded, and then the call will go to whichever extension is next in the list. For example, if the last call was forwarded to the second extension in the list, the next call will go to the third extension in the list, and so on.
Top-Down
Under the Top-Down setting, calls are always forwarded in the same order, starting with the left-most number in the list and moving to the right. The same setting can be configured under the basic call forward settings, but top-down settings are more simplified.
Single Attempt
When the Single Attempt setting is set to “no” (default setting), calls will keep ringing the next destination even after the [Ringer time] has expired.
When the Single Attempt setting is set to “yes,” calls will be forwarded to the destination set at [Forwarding destination (No answer)] after one failure to establish a connection.
Call Queue
Using the Call Queue feature, calls are kept on hold until a specified user answers the call. If the Single Attempt setting is set to “yes,” the unanswered call will be forwarded to the destination set at [Forwarding destination (No answer)] after one attempt.
Example 1: Call Hunting
Extension: 200
| Hunt group destinations* | 100,101,102 |
| Ringer time (sec)* | 10,5,5 |
| Waiting time in the queue (sec) | 0 |
| Single attempt | no |
| Forwarding destination (No answer) | vm100 |
Top-Down Setting
- Extension 100 starts ringing.
- If the call is unanswered at extension 100 after 10 seconds, extension 101 starts ringing.
- If the call is unanswered at extension 101 after 5 seconds, extension 102 starts ringing.
- If the call is unanswered at extension 102 after 5 seconds, the call is forwarded to vm100.
Round-Robin Setting
The Call Forwarding order is the same as the top-down setting for the first call. However, from the second call on, the call will be forwarded to the extension after the one that answered the previous call.
Example 2: Call Hunting
Extension: 200
| Hunt group destinations* | 100,101,102 |
| Ringer time (sec)* | 10,5,5 |
| Waiting time in the queue (sec) | 0 |
| Forwarding destination (No answer) | vm100 |
Extension: 101 (Call Forwarding setting [Basic])
| Other Forwarding destinations* | 200,201 |
| Ringer time (sec)* | 20 |
Call Forwarding settings are established for each extension individually, regardless of the settings of the extension the call is forwarded from. With the above example, when a call is forwarded to extension 101, it is directed to extensions 200 and 201 simultaneously. If the call is unanswered at both extensions after 5 seconds, extension 102 will ring. Extension 200 and 201 will keep ringing until they reach the time specified in the [Ringer times (sec)*] field.
Example 3: Call Queue
Extension 200
| Hunt group destinations* | 100,101,102 |
| Ringer time (sec)* | 20 |
| Waiting time in the queue (sec) | 180 |
| Max number of calls in the queue | 10 |
| Forwarding destination (No answer) | vm100 |
The Call Queue feature is used when a time of 1 second or more is set at the [Waiting time in the queue (sec)] field.
Calls are sent to the available extensions among 100, 101 or 102, in the order established in the mode setting (Round-Robin or Top-Down). If a call is unanswered, it is placed in the queue.
When the number of calls in the queue reaches 10, the 11th call will be forwarded to vm100. The callers in the queue will hear hold music while waiting to be answered. If a call is not answered after the caller waits 180 seconds in the queue, it will be forwarded to vm100.
After the period set in the [Call interval (msec)] field, the call at the top of the queue will be forwarded to the next available extension. When the [Single attempt] field is set to “no,” the call will keep ringing until the waiting time for the queue (180 seconds) expires. When the [Single attempt] field is set to “yes,” the call will be forwarded to the destination specified under [Forwarding destination (No answer)] after one failed attempt.