subject: Hunt Groups - Follow Me Routing [print this page] Follow Me routing is an advanced call management system that allows the user to gain complete control over all of their inbound calls. In essence it allows an individual to be contactable from a single number, which is then distributed between a list of other fixed line and mobile numbers as required. Each device in what is known as a Hunt Group can be added and organised and up to 40 different numbers can be included in the system in total, all of which can be accessed from a single number. You can use the system to dictate which numbers in the group are called first and for how long the number is allowed to ring before it is aborted and the next number on the list is called. If desired, it is then possible to have the caller routed back to a voicemail service or cycled back into another queue to be dealt with by someone else.
There are 10 levels of Hunt Groups with up to 4 numbers stored in each and total control over the order and number organisation within each level is provided. Configuration is performed remotely online, so it is possible to alter any group or number on the fly when the need arises.
There are two main ways in which you can implement the follow me routing service in order to track you down at your various locations and numbers. Firstly you can set the service to perform a linear call hunt, which will call all of your level one numbers at the same time and then move onto the level two numbers until the call is answered. Secondly you can request that the service performs a circular call hunt when an inbound call is made. This process will call one number from each level at a time and when the final level is reached it will begin the attempt at the first level again, with numbers skipped if they are disconnected or busy.
Managers operating telephone systems used by multiple staff members whose shift patterns alternate can take advantage of hunt groups, combining this advanced feature with a plan that alters the calling pattern based on the time of day. For example, morning shift workers could be placed in the level one hunt group, whilst afternoon and evening workers could be placed into groups two and three, with the system automatically trying whichever group is appropriate based on the time. If all lines are busy or unmanned then a caller will simply be returned to a queue to wait for assistance from someone when they are free.
People who have to travel with their work and could be in different destinations with little or no notice can also benefit from hunt groups and follow me routing. A three level system might be suitable for such an individual, with the first level occupied by a main landline number, the second with a mobile number for external calls and the third option routing the caller to the voicemail service to leave their details if both of the first two numbers are busy.
Circular call hunting would benefit those looking to distribute inbound callers equally around a large group, with each new call designated to the next level in a continuous circular fashion. This would be particularly desirable in an environment in which workers are earning commission for sales made over the phone, ensuring that a level playing field is available for all.
Follow me routing is available on all number ranges including 0800 numbers, 0845 numbers and 0844 numbers.
