In a previous article we considered the call hunt group, which searched for an free extension within a department or a configured range of skills. The difference here is that with a call hunt group it searched through each configured extension in order until it found a free extension. This is great for a busy call center, which has many incoming calls and extensions. However, what if you could not wait for the telecom system to trawl through each extension number in sequence, after all it could take a few seconds per extension to ascertain if that number was available, let alone being answered, and there could be may extensions?
This hunt group scenario might be fine for a contact center where-by immediate response is welcome but not a requirement. However, what if it was an emergency response team, then it will not work very effectively. The solution here is to use group blasting.
Group basting works very similarly to group hunting in so much as a group, department or whatever’s extensions are all per-configured under a group or category. The difference is group hunting will sequentially go through each extension in order, searching for a free extension. On the other hand, group blasting dials each number simultaneously, for example, every phone rings at once. This is perfect for emergency action for example fire or police response, all numbers will ring maximizing the potential that someone will answer.
Group blasting is not only configured to be used in emergencies, it is also deployed in find-me/follow-me deployments in virtual telephone systems. In this deployment, the customer configures each of their available lines, perhaps their mobile phone, desk phone, home phone, etc, to link to their providers virtual number, they do this through their service providers portal. Therefore, any incoming call to the provider’s virtual number will ring all phones simultaneously.
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