From V7.4 onwards, MLHGs are enhanced to provide the same function as MADNs by providing a 'ring all' distribution algorithm. MADNs will continue to work as in previous versions. However, for new
configurations, you should use MLHGs instead. For more information on MLHGs, see section22.2.
A Multiple Appearance Directory Number (MADN) is a directory number with no phone or line associated with it. Instead the MADN is configured to have a number of MADN members, each of which is a directory number with a line associated with it. Whenever a call comes in to the MADN all of the lines whose directory numbers are MADN members will be rung.
When any of these phones is answered, the rest of the phones will stop ringing.
A line may be a member of more than one MADN. In this case, it rings when a call comes in to any of these MADNs.
MADNs can also be configured to enable queuing. If configured, calls which come in to a MADN whose members are all busy will be queued.
These queued calls will receive Music On Hold if this feature is configured.
You can configure whether to allow calls direct to a MADN member's directory number (rather than to the MADN itself). If permitted, these calls bypass the MADN and use the called number's services. Similarly, calls made from the MADN member's phone use the line's caller ID and call services rather than those of the MADN, although you can configure the calling party number on these lines to match the MADN number if
required.
This feature is enabled and configured on the business group on the AirePBX platform.
There is no support required from the user's phone.
22.2 Multi Line Hunt Groups
A Multi Line Hunt Group (MLHG) allows sequential ringing of available phones for use in applications such as call centers.
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Feature GuideHunt Group features 22-11 An MLHG consists of a number of lines within the business group, known as members. When a call comes into the hunt group, a hunt algorithm will decide which phone to ring. If this phone is busy or is not answered the hunt algorithm will move on to another phone.
• Hunt groups can have a pilot number, which is a directory number associated with the MLHG. When this pilot number is called the members of the MLHG are alerted in turn.
• Alternatively, a hunt group can be configured to hunt if any member of the hunt group is called directly using its DID number and doesn't answer.
There are various distribution algorithms available:
• Linear – hunting starts at the first configured line and goes sequentially through the members in the list in the order they were configured.
• Circular – hunting starts at the line which has been called, and then goes through as in the linear case.
• Uniform – hunting starts at the first line after the line which was called the last time this MLHG was called.
• Most idle – hunting starts at the line which has been idle for the longest period of time. After this it tries the line which has been idle for the next longest period, etc.
• Ring all – all free MLHG members ring simultaneously until one member answers the call.
MLHGs can also be configured to enable queuing. If configured, calls which come in to an MLHG whose members are all busy will be queued.
These queued calls will receive Music On Hold if this feature is configured.
This feature is enabled and configured on the business group on the AirePBX platform.
There is no support required from the user's phone.
22.3 Multi Line Hunt Group Login/Logout
The MLHG login/logout feature allows a user to be configured to be a member of multiple MLHGs simultaneously. A line can be active in multiple MLHGs at any time.
• To move between hunt groups, the user dials an access code to log out of the existing active MLHG and another access code to log into another hunt group. Alternatively, logging into a new MLHG will automatically log the user out of the old one.
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Feature Guide22-12 Hunt Group features
• To stop receiving MLHG calls temporarily, the user dials an access code to log out of the existing active MLHG and does not log into another group. Alternatively, the user can enable Do Not Disturb to stop receiving all calls (including MLHG calls).
This feature is enabled and configured on a per-line basis on the AirePBX platform.
There is no support required from the user's phone.
Prior to V7.3, it was only possible for BG lines to be active members of one MADN and/or one MLHG at a time. This restriction is lifted in V7.3.
From V7.3 a BG line can be any combination of the following:
• A member of multiple MADNs.
• An explicit login member of multiple MLHGs, but only logged into one at a time (as per the old behavior).
• An implicit login member of (and permanently logged into) multiple MLHGs.
This removes the need for awkward MLHGs and MADNs nesting configurations when the same goals could be achieved using multiple membership.
Configuration
Configuration is straight forward for MADN membership. A member can be added without any other considerations (apart from the soft limit mentioned below).
For MLHGs, you must choose whether a BG line will have implicit or explicit membership.
• Implicit membership means that the BG line is always an active member of the MLHG.
• Explicit membership allows the BG line to choose when to be part of the MLHG. The BG line subscriber can use an access code (see CFS
-> Call Services --> Incoming Call Services) to log in or out of a MLHG.
The same function can be achieved using CommPortal.
Considerations
Soft limit: There are no restrictions on how many groups a BG line can be a member of, however, an upper soft limit of 20 memberships per BG line exits and an alarm will be raised when the limit is exceeded.
This soft limit configuration is analyzed on a daily basis and an alarm is raised if the limit is exceeded for any BG line.
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Feature GuideHunt Group features 22-13 Member’s availability: As a subscriber can be a member of both a MADN and MLHG, there may be situations in which the subscriber becomes the only available member in both a MADN and a MLHG. The following is an example situation.
• A subscriber is a member of two MADNs and two MLHGs and is currently busy. All other MADN and MLHG members are also busy and calls to the groups are being queued.
At this point the subscriber becomes available and eligible to answer queued calls.
In this situation, the behavior is as follows.
• The line is offered to the MADNs first, then the (explicitly and implicitly) logged-in MLHGs.
• The server iterates through each group type (MADN or MLHG) in no guaranteed order.
Hunt on direct calls: Hunt on direct calls will not take place for
subscribers that are logged into more than one MLHG. The MLHG "Hunt on direct calls" setting is irrelevant in this case.
Hunt on direct calls will take place for a subscriber who is logged into exactly one MLHG. If the MLHG has been configured to support "Hunt on direct calls" and a member of the MLHG is called directly while busy, then the call is presented to another available member of the MLHG or queued (if queue is supported and not full).
Hunt on direct calls will happen in the situation above even if the
Subscriber has DND active at CFS side. DND is treated like Busy in this case.
Also, remember that Intercom calls are not hunted.
MADN membership is not relevant to the Hunt on direct call eligibility.
22.4 Multi Line Hunt Group and MADN statistics
The Service Provider can access a large number of statistics about each MLHG and MADN on the AirePBX platform. These can then be provided to the business customer. Examples of information that is collated are as follows:
• Total calls received.
• Total calls answered.
• Total time of calls received.
• Number of calls queued.
• Total time of calls in queue.
• Number of agents logged in.