Cisco CIPT1 8.0: Implementing Call Coverage

Many businesses have sales or service support departments that work as groups to process inbound calls from customers. These businesses typically need several phone lines and a method to make the lines work together so that if one representative is busy or unavailable, the call will rotate to other members of the group until it is answered or forwarded to an auto-attendant or voicemail. Hunt groups are the mechanisms that help these businesses manage inbound calls. A hunt group is a group of telephone lines that are associated with a common number. When a call comes in to the number that is associated with the hunt group, the call cycles through the group until an available line is found. This process is known as hunting. This course describes how to implement hunt groups and how to enable other call-coverage features such as Call Forward, shared lines, and Call Pickup.

• Identify the characteristics of a shared line
• Recognize how call hunting works
• Determine the outcome for a call placed to a directory number in call hunting and forwarding scenarios
• Recognize how to configure call hunting in Cisco Unified Communications Manager
• Configure call hunting in Cisco Unified Communications Manager