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My Inbound Top Tip 5 – How to create and use Hunt Groups
10th August 2012 Connectivity, Matthew Cox
Nomis Connections’ fifth My Inbound tip guides users in creating and using Hunt Groups to ensure callers always get through to the most appropriate person to deal with their request.
Ensure calls aren’t missed when staff are out of the office or away from their desk
Sometimes a business may have a support department that are out on the road, or sales people who are rarely in the office. Rather than relying upon a receptionist to try and transfer calls or take multiple messages, you can respond to customers faster by routing calls directly to the right person, even if they are out and about.
- Steve owns and runs a plumbing business
- He employs 3 plumbers, John, Harry and Sarah, who are always on the road
- Steve prides himself on his customer experience and rather than having a voicemail service to take customer calls, he would rather customers talk directly to one of his team
Using the hunt group feature on Inbound services, Steve can ensure that no-one needs to be near the landline to take calls and one of his team will always be available to take the call.
- Incoming calls will first be sent to John. If John is busy then they will go to Harry or Sarah (if Harry is busy). This is specified on the destination node (fig1)
- On the hunt node you can specify if all phones ring at the same time, or as in this case, the destination of the calls are prioritised (fig2)
Bonus Tip! Don’t forget you can add the Inbound App to control the hunt group call plan on the move, or to override the plan and point all calls to one number.