Call Hunting – All You Need to Know
Call hunting, which is also known as ‘Line Hunting’ or ‘Call Routing’ is a tried and tested calling strategy in which a call is connected to multiple telephones, one after the another, sequentially until it is answered by an operator or transferred to voicemail. Basically, for every incoming call, it will connect to multiple operators, until one operator answers it. If no operator is able to answer that call, then it will finally be transferred to the voicemail.
For instance, with call hunting, the incoming call will first try the office landline number and if that goes unanswered, it then automatically connects to the next contact number, which may be the cell phone number or the reception number and so on. This process is repeated until the call is answered or reached the voicemail.
Here are a few more ways call hunting benefits any PBX system:
A Way to Avoid Busy Messages
Call hunting significantly decreases wait time on incoming customer calls and also helps avoid playing the busy message to the customers. It works on the same principles of call forwarding but is not exactly bound within the basic definition of call forwarding. With call forwarding, the caller must pay additional costs for long distance calls, but with call hunting, the calls are simply bounced around the company’s existing PBX system.
For businesses which handle enormous call volumes, even after official working hours, this PBX feature works wonders by enabling employees to work more efficiently by monitoring and managing after hour business calls. Call hunting is an added service which is not only cheap but is also a great tool for rapid response in call center environments and to address customer service queries as soon as they are lodged.
Different Types
The most common call hunting type is called the liner hunting. It is also known as find me/follow me, or simultaneous /sequential ringing and is said to deliver the best results. Usually, Hosted PBX service providers offer their clients call hunting feature where they can connect to three phones, simultaneously or sequentially. For example, with call hunting, a call can be connected to the office phone, personal phone, or your home phone. It also offers the users the option to add or remove phone systems as per their need.
There is another type of call hunting known as circular call hunting or round Robin-Hunting. In this type of call hunting, multiple telephone lines are involved and each call is connected sequentially, one after the another. In most cases, the fax number is first on the list and in the case of no fax line, then the call is routed forward to the phone lines. This enables business to have a fax line and multiple phone lines with the same number.
The entire bank of calls is called the hunt group in a call center environment. Calls are usually directed using the auto-attend feature to decide the most appropriate department for the call. The call hunting feature then steps in to connect the call to the best or most idle executive to attend the call. From this point the call can either connect sequentially (liner hunting) or in a circle (circular call hunting). There’s another type of call hunting, where the system connects calls to the phone systems with the most idle time count, which helps to distribute call volumes fairly.
There is an alternative or rather a more modern and advanced version of call hunting called automatic call distribution (ACD). ACD systems route calls intelligently by maintaining a balance between call volumes and idle lines. An ACD system enables businesses to bypass busy lines altogether and significantly reduce the number of dropped calls and call wait times for the customers. This system is also allows existing PBX systems to add more phone lines, like the lines of managers, or any other employee/ executive in real time if the customer demands to talk to someone superior.
Summary
In summary, call hunting is an amazing tool for PBX systems and makes ordinary systems stand out and cater to their customers better. It is exceptionally easy to set up and also provides businesses with a visual representation of call flows which helps better understand incoming call and customer demands.