What is a Hunt Group?
Hunt groups route incoming calls to a group of agents using predetermined patterns and rules. Use hunt groups to ensure calls are answered by the right people or routed to voicemail when needed. Common scenarios include sequential routing for sales teams and simultaneous ringing for support teams.
Create a Hunt Group
Sign in to Control Hub.
Go to Services, then Calling, and Features.
On the Hunt Group card, click Add New.
On the Basics page, provide these details and click Next:
Location — Select a location from the drop-down.
Hunt Group Name — Enter a name for the hunt group.
Phone Number and Extension — Assign a primary phone number and/or extension. If the extension is left blank, the system assigns the last four digits of the phone number as the extension.
Allow agents to use hunt group number as caller ID — Enable to allow agents to present the hunt group number as caller ID. For locations in India, agent and hunt group locations must use the same PSTN provider, country, and zone for this to work. Attempts to disable this policy are rejected if any agents are using the hunt group as their agent caller ID.
Direct line caller ID name — Choose Display name or Other direct line caller ID name (custom name; Unicode, max 128 characters).
Dial by Name — Enter a dial-by-name identifier (ASCII only).
Language — Select the language for audio announcements.
On the Call Routing page, choose a routing method and click Next:
Circular (max 1,000 agents) — Cycles through members after the last member who took a call.
Top Down (max 1,000 agents) — Sends calls in order starting from the top each time.
Longest Idle (max 1,000 agents) — Sends to the agent idle the longest.
Weighted (max 100 agents) — Sends to idle agents based on assigned percentages.
Simultaneous (max 50 agents) — Rings all members at once.
Optionally enable Advance after set number of rings and set the ring count.
On the Routing Settings page, enable one or more options as needed and click Next:
Advance when busy — Skip members already on a call.
Forward after a set number of rings — Forward unanswered calls to a designated number after the set rings.
Divert calls when all agents are unreachable — Divert to a defined number for network outage scenarios. (Mobile-only users may not divert on outage.)
Divert calls when all agents are busy or hunt group is busy — Forward to a specified number or send to voicemail when all agents are busy.
Enable hunt group busy — Set the hunt group to busy so new calls receive busy treatment; only administrators (or agents if permitted) can toggle this.
Allow agents to change the hunt group’s busy status — Permit agents to change busy status.
On the Select Agents page, search for and add users, workspaces, or virtual lines to the call list and click Next:
For Weighted routing, assign percentage weights to members.
For Circular routing, drag and drop members to set queue order.
Ensure any agent assigned only an extension has a location main number; otherwise calls to the hunt group won’t route to extension-only agents.
Review the hunt group settings on the Review page.
Click Create.
💡Notes and behaviour:
When a hunt group forwards a call to an agent, the agent-level call-forwarding feature does not apply.
For simultaneous routing, if another user in the hunt group answers, the original call receives a completed-elsewhere indication in the CallReleasedEvent.
Cross-location caller ID restrictions and PSTN/provider mismatches can prevent hunt group caller ID from displaying for some agents.
Only one matching rule/action applies per incoming call; configure routing and diversion options carefully.
Disable a Hunt Group
Sign in to Control Hub.
Go to Services, then Calling, then Features.
On the Hunt Group card, click Manage.
Select the hunt group(s) to disable.
In Overview, turn OFF the Enable Hunt Group toggle.
Click Save.
Edit Hunt Group General Settings
Sign in to Control Hub.
Go to Services, then Calling, then Features.
On the Hunt Group card, click Manage.
Select the hunt group to edit.
Click General Settings in the Overview.
View or change Language from the dropdown.
View or change Time Zone from the dropdown.
View or change the Caller ID used when calls are forwarded out of the hunt group.
Click Save.
Edit Hunt Group Phone Numbers
Sign in to Control Hub.
Go to Services, then Calling, then Features.
On the Hunt Group card, click Manage.
Select the hunt group to edit.
Click Phone Number in the Overview.
Edit the Primary Phone Number and Extension.
If the extension was left blank at creation, the system assigns the last four digits of the phone number.
Turn on Allow agents to use hunt group number as caller ID if agents should present the hunt group number.
For locations in India, the hunt group and agent locations must share the same PSTN provider, country, and zone for the caller ID to display.
From Alternate Numbers, search and add up to 10 alternate numbers.
Enable or disable Distinctive Ringing Pattern.
Click Save.
Configure Agent Caller ID Settings (Per User)
Before you begin, the administrator must enable the hunt group or call queue phone number as an allowable outgoing Caller ID for agents.
Sign in to Control Hub.
Go to Management, then Users.
Select the user to configure.
Click Calling and locate the Agent Settings section.
Click Agent Caller ID.
Choose one of the following:
Configured Caller ID — use the agent’s already-configured caller ID.
Call queue or hunt group caller ID — search by number or queue/hunt group name and select that caller ID.
Note: the call queue/hunt group option is disabled by default when the selected user is not a member of that queue or hunt group.
Click Save.
💡Notes on cross-location caller ID restrictions: for some regions (for example India), the hunt group / call queue and agent locations must have the same PSTN provider, country, and zone; otherwise, the group caller ID will not display for the agent. Examples of invalid cross-location usage include an agent in the U.S. using a UK hunt group or mismatched PSTN providers between locations.
Configure call forwarding for a Hunt Group
Sign in to Control Hub.
Go to Services, then Calling, then Features.
On the Hunt Group card, click Manage.
Select the hunt group to edit.
Click Call Forwarding in the Overview.
Turn on the Call Forwarding toggle.
Choose a forwarding mode:
Always Forward Calls — forward all calls to a designated number.
Selectively Forward Calls — forward calls based on rules; at least one active rule is required.
Forward calls by mode — forward calls based on operating modes.
For Always Forward or Selectively Forward, assign the destination number or select Send to Voicemail for internal voicemail; Send to Voicemail is disabled when an external number is entered. A virtual line may be used as the destination.
If Selectively Forward, create rules by clicking Add When to Forward or Add When Not to Forward.
Enter a Rule Name.
For When to Forward or When Not to Forward, select a Business Schedule and a Holiday Schedule from the drop-downs.
For Forward To, choose Default Phone Number or add a Different Phone Number.
For Calls From, choose Any Number or Selected Numbers and, if Selected Numbers, pick from:
Any Number — all calls.
Any Private Numbers — private numbers.
Any Unavailable Numbers — unavailable numbers.
Add Specific Numbers — up to 12 numbers.
For Calls To, select the hunt group number or an alternate number to which the rule applies.
Click Save.
💡Notes:
Rules are sorted by rule-name characters; the Not to Forward rule always takes precedence over Forward rules.
Rules are evaluated in table order; when a rule matches, later rules are not checked.
To control evaluation order, prefix rule names with numbers (for example 01-Holiday, 02-Closed).
After creation, enable/disable rules with the toggle; edit or delete rules with the Edit or Delete controls.
Add or delete users’ Workspaces and Virtual Lines in an existing Hunt Group
Sign in to Control Hub.
Go to Services, then Calling, then Features.
On the Hunt Group card, click Manage.
Select the hunt group to edit.
Click Agents.
From the Add user, workspace, or virtual line dropdown, select the items to add.
To remove members, click Delete control for the member.
Click Save.
💡Notes:
For routing patterns that require ordering (for example Circular), drag and drop members to set positions.
Ensure agents assigned only an extension have a location main number so calls route correctly.
Edit Hunt Group Call Routing Pattern
Sign in to Control Hub.
Go to Services, then Calling, then Features.
On the Hunt Group card, click Manage.
Select the hunt group to edit.
Click Call Routing Pattern.
Choose one routing pattern:
Circular (max 1,000 agents) — cycles through members after the last member who took a call.
Top Down (max 1,000 agents) — starts from the top of the list each time.
Longest Idle (max 1,000 agents) — sends to the agent idle the longest.
Weighted (max 100 agents) — sends based on assigned percentage weights.
Simultaneous (max 50 agents) — rings all members at once.
If changing from a higher-capacity pattern to a lower-capacity pattern, only the first N members are kept; confirm when prompted.
Click Add user, workspace, or virtual line to edit the agent list or reorder members as needed.
Click Save.
Edit Hunt Group Call Routing Options
Sign in to Control Hub.
Go to Services, then Calling, then Features.
On the Hunt Group card, click Manage.
Select the hunt group to edit.
Click Call Routing Options.
Use toggles to enable or disable features:
Advance after set number of rings — advances to the next member after the configured rings; when off, members receive a queued-call notification.
Advance when busy — skip members who are already on a call.
Forward after a set number of rings — forward unanswered calls to a designated number after the defined rings.
Divert calls when all agents are unreachable — divert calls to a defined number for outage scenarios.
Divert calls when all agents are busy or hunt group is busy — forward or send to voicemail when the group is busy; you may specify a destination number or select Send to Voicemail.
Enable hunt group busy — mark the hunt group busy so new calls receive busy treatment; this requires an administrator unless agent control is enabled.
Allow agents to change the hunt group’s busy status — permit agents to toggle busy status via FAC codes.
Click Save.
💡Notes:
If all agents are unavailable, the system may trigger forwarding actions immediately rather than waiting for the full ring count.
When enabling hunt group busy, configure an appropriate diversion destination to handle incoming calls.