Call Queues & Hunt Groups.
Hunt groups ring a team rather than one person, an auto attendant guides callers to the right department, and call queues hold callers with music or messages until someone is free. For busier teams, advanced hunt groups add agent sign-in, wrap-up time, wallboards, reports and supervisor tools, all set up by us and easy to change as the business does.
Get in touchRing the Right People.
Basic hunt groups come with every Elevate licence and are the building block of good call handling: sales, support and reception each get a group, and calls ring its members on their desk phones and apps until someone answers.
- Hunt groups for each team or department, ringing members together or in turn.
- Auto attendant menus that route callers straight to the right group.
- Opening hours and out of hours routing set once, so calls always go somewhere sensible: another group, a mobile or voicemail to email.
- Voicemail with transcription, so a missed call is never a lost one.
Advanced Hunt Groups for Busy Teams.
When a team takes more calls than it can answer at once, advanced hunt groups turn a ring group into a proper call queue with the tools a small contact centre needs, without a separate contact centre system. They are included with Pro and can be added to Essentials at extra cost.
- Call queuing, with wrap-up time after each call and configurable removal of agents who miss calls from the queue.
- Agent sign in and sign out, so only people who are available receive calls.
- Greetings management and smart greetings, with additional call recording storage.
- Wallboards showing calls waiting, agents available and answer times in real time.
- Scheduled and graphical reports on call volumes, answer rates and missed calls by group and by agent.
- Monitor, whisper and barge, so supervisors can listen in, coach an agent privately or join a call.
See How Calls Are Handled.
Call history and the quality of service dashboard come with every licence, and Essentials and Pro add a service adoption dashboard that shows how the system is being used. For a live picture on a screen in the office, our own Live View wallboard shows calls answered, missed and unreturned as they happen.
Live View
Set Up Around How You Work.
We design the call flow with you: which groups exist, who is in them, how long calls ring before overflowing, what callers hear while they wait and where calls go out of hours. Changes are made through a simple online portal, so adding a new starter to a group or changing the Christmas opening hours takes minutes and does not need an engineer.
If your team needs voice, chat and email queues, skills-based routing or agent analytics, Intermedia's Contact Centre sits on top of Elevate at extra cost, and we scope it with you case by case.
Let’s Talk.
If calls are being missed, bouncing between people or piling up at busy times, we will talk through how hunt groups and queues would work for your team.
Get in Touch.
