Users in multiple line groups, line groups in multiple hunt lists

[mshallow]

Hi, we are working on planning out our call paths and we noticed the following in the Queuing documentation:

• Hunt Pilot still queues calls, even when all hunt members are logged out.The line group members should not be added in more than one line group and even if they are added in second line groups, those second line groups should not be in the same Hunt list.
  
  

Essentially we would like to have multiple line groups that are done in sequence, but the same line groups are configured in a different order on another hunt list.  We've done some testing in this and it worked how we expect, and we've also seen people recommending having group members in multiple groups for other scenarios.  Does anyone know what the actual reason is for not having an extension in 2 groups, and having those 2 groups in the same hunt list, and a different hunt list? We don't want to discover there is an actual issue once we scale up.

Thanks.

[mshallow]

i suppose nobody knows?

[Celso Silva · Accepted solution]

The reason why you should not have an extension in 2 groups, and having those 2 groups in the same hunt list, and a different hunt list, is because it can cause unexpected behavior. For example, if a call is placed to a hunt pilot that is associated with two line groups, and the first line group is busy, the call will be forwarded to the second line group. However, if the second line group also contains the same extension, the call will be forwarded back to the first line group. This can create a loop that can cause calls to be dropped or delayed.

In addition, having an extension in multiple groups can make it difficult to manage call routing. For example, if you need to change the order of the line groups, you will need to update the configuration for each group. This can be time-consuming and error-prone.

If you need to have multiple groups that are done in sequence, it is best to create a separate hunt list for each group. This will ensure that calls are routed in the desired order and that call routing is easy to manage.

Here are some additional tips for configuring hunt pilots and line groups:

• Use unique extensions for each line group. This will help to avoid confusion and ensure that calls are routed to the correct destination.
• Configure the maximum hunt timer for each line group. This will prevent calls from being held indefinitely if no one answers.
• Configure a final forwarding destination for each line group. This will ensure that calls are routed to a known destination if no one answers.
• Test your configuration thoroughly before deploying it to production. This will help to ensure that calls are routed as expected.