Tagging Inbound Calls Using Numbers Instead of Hunt Groups
Tagging Inbound Calls Using Numbers Instead of Hunt Groups
Reason we need to make this change
The platform can have issues if a single extension is included in more than 15 huntgroups as this can flood the customers solution with requests and sometimes results in problems with inbound calls.
In some cases customers may have been configured with a specific hunt group to "tag" an inbound call so the recipient can tell the purpose of the call. An example would be where a company has a dedicated inbound line for delivery enquiries. A hunt group has been created to include the delivery enquiries on the screen of the phone. Due to the fact there is a dedicated number it is possible to include this on the number rather than the hunt group.
So the best way to look at this going forward is where possible use hunt groups to to group departments together. For example customer services and use the phone number to group the source of the enquiry Delivery enquiries.
This will make administering hunt groups going forward easier and also once this change is in place across numbers it will also make the purpose of a number clearer. This also makes managing outbound identity for users easier.
Making the change
Access the numbers section of the portal
click the number
click the settings tab
You will be presented with the number details section
Update the changes and click save
Now we need to make sure this detail is passed through to the phones to do this we next access the Forwarding Destinations Tab on the number
Click the cog 
next to the destination for the hunt group.
Select "Calling party display" and ensure this is changed to "Forwarder number and name"
Now change the Hunt Group to the team/department rather than the one previously used to tab the call
now click save changes.
We can quickly access the hunt group from the forwarding destinations by clicking on the hunt group name in the lists
Once you have clicked on the hunt group click the settings tab, we need to make sure that the hunt group is configured to pass through the display name we have set on the number to the phones receiving calls.
To do this set the "Calling party display" to keep original then it will pass through the details we have set on the display name of the number.
This also makes the purpose of the number in the customers list clearer when looking at the list of numbers.
