business voip

Troubleshoot: Hunt Groups

Hunt Groups allow you to have incoming calls ring to multiple employees on your account. The feature attempts to “hunt” for an available employee. It can be set up to ring all phones at the same time or in a specific order. This feature is perfect for a company who needs multiple people to answer phone calls. Or you can set up Hunt Groups to search for an available employee by creating Hunt Groups that roll over to other users if, for example, the receptionist is busy. Make sure you set up this feature properly before troubleshooting: Click Here.


How to adjust your Hunt Group rings from the Nextiva Portal:

  1. For administrators, log in to the NextOS Portal by going to www.nextiva.com and selecting Customer Login from the top right corner. Enter your login credentials and click Sign in. Select Sites & Employees then click on Login under the Admin Login column.

  2. Click Services on the left side of the page. Under the Basic column, select Hunt Groups.
  3. Select Edit next to the Hunt Group where your phone should be included and then select Profile under the Basic column.
  4. Check on No Answer Settings. Each ring is approximately 5 seconds long. If you would like the phones to ring 4 times before forwarding to another number/extension/voicemail, set the Forward Call After Waiting box to 20 seconds. You can increase/decrease this time in seconds depending on your needs.
  5. Select Apply at the bottom of the page to save your changes.

If one phone in the Hunt Group is not ringing but the rest are ringing:

    Pro Tip: try to reboot the phone that is not receiving calls to ensure it is online and connected before troubleshooting further. Just disconnect the power cord for about 10 seconds and reapply.

  1. For administrators, log in to the NextOS Portal by going to www.nextiva.com and selecting Customer Login from the top right corner. Enter your login credentials and click Sign in. Select Sites & Employees then click on Login under the Admin Login column. Click Users and search for the employee whose information you wish to edit. Click Edit.
    For users, log in to the Customer Portal by going to cp.nextiva.com.
  2. Select Incoming Calls from the menu on the left. Under the Basic column, look for Call Forwarding Always and Do Not Disturb and make sure they are both set to Off.
  3. Next, look under the Advanced column to see if CommPilot Express is “Off” or “Available: In Office”.
  4. If your phone is still not ringing with the rest of the Hunt Group phones, check to make sure your phone is registered to the Nextiva system. Feel free to contact our support team for help.

  5. Select Utilities from the left side of the screen.
  6. Next, select Registrations under the Basic column.
  7. If the Registrations page says “No Entries Present”, the phone is not registered and calls will not ring in until the phone is registered and online. To correct this, reboot the phone and retry. If you run into further problems receiving calls, the phone may not be tied to your account properly.

To contact our support team please email us at support@nextiva.com, Submit a Ticket, or give us call at 800.285.7995.


If your Hunt Group phones are not ringing in the correct order:

  1. For administrators, log in to the NextOS Portal by going to www.nextiva.com and selecting Customer Login from the top right corner. Enter your login credentials and click Sign in. Select Sites & Employees then click on Login under the Admin Login column.

  2. Click Services on the left navigation panel. Under the Basic column, select Hunt Groups.
  3. Select Edit next to the Hunt Group where your phone should be included and then select Profile under the Basic column.
  4. Check Group Policy.
    • If all phones should ring at the same time, make sure the Simultaneous radio button is selected.
    • If the phones are to ring one at a time starting with the same person every time, the Regular radio button should be selected.
    • Circular, Uniform and Weighted Call Distribution will cause incoming calls to ring phones in a different pattern based on your company needs (See Step 3 here) .
  5. Next, on the bottom of this page, make sure your names are listed in the correct order under the Assigned Users box on the bottom right side of the page.
  6. If a name is not displayed, select the Search button just above and to the right of the Assigned Users box and then locate the name in the Available Users box.
  7. Click the Add button and then select Apply.
  8. From an external phone, call the Hunt Group phone number and make sure your phone rings with the Hunt Group phones.

To contact our support team please email us at support@nextiva.com, Submit a Ticket, or give us call at 800.285.7995.

  Set up Hunt Groups   Hunt Group voicemail
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