Incoming call routing

Stations can be grouped for incoming call routing and Call Pick-up purposes. Ten types of groups can be defined:
 Circular  Terminal  ACD  Ring  Pick-Up  External Voice Mail  VMIM/VSF-Voice Mail  Feature Server UMS Group  Net VM (Centralized External VM)  Unified Communication Solution Server Circular Station Group
In Circular Hunt, calls to a station in the group will go to the station, if unavailable or unanswered in the hunt no answer time; the call will be directed to the next station defined in the group. The call will continue to hunt until each station in the group has been tried. The call remains at the last station or passes to a designated overflow station or group.
A Circular Station Group can be assigned with a pilot number (the Station Group Number) so that calls to the pilot number will hunt. In this case, the call will be directed to the first station in the group and, if needed, hunt through each station in the group until reaching the last station. The call may remain at the last station, passed to an overflow destination or sent to a voice mailbox.
Terminal Station Group
Calls to a station in a Terminal Station Group that encounter an unavailable or unanswered status will be routed through the hunt process. The call will proceed to the next listed station in the group until reaching the last listed station in the group. The call may remain at the last station or be routed to an Overflow destination.
A Terminal Hunt Group can be assigned with a pilot number (the Station Group number) so that calls to the pilot number will hunt. In this case, the call will route as described for Circular Pilot Number hunting.
ACD Station Group
Calls can be sent to an ACD group by dialing the Station Group Number or assigning CO/IP lines to ring directly to the Station Group. Calls are directed to the station in the group that has been idle for the longest continuous time, Uniform Call Distribution. If all stations are busy or unavailable when the call is received, the call may be routed to an alternate location or may continue to wait (queue) for an available station in the group. After queuing to the group, the caller may be routed to an overflow destination, which can be a Station, Station Group or Voice Mailbox.
An ACD supervisor can be assigned to monitor the group and act to oversee operations of the group. The ACD Supervisor can print group statistics and activate alternate routing as well as assist agents.