# Uniform Call Distribution - Phantom Hunt Groups

Phantom groups are another application of the UCD Feature that switch the routing of calls between two different agent skill groups. When a call is redirected from a priority level of 64 to a group with a priority level of 1 - 63, the call assumes the priority level of the group it camps-on to. Phantom groups are specialized hunt groups capable of performing modified DND rerouting. Call path switching is achieved by using phantom groups in conjunction with system rerouting.

Phantom groups typically have a zero or "dummy" extension member. The single dummy extension member is useful when an agent has a number of phantom groups which are required to be switched simultaneously. When traffic is high the agent can simply put the dummy extension member in and out of DND mode which effectively places all corresponding phantom groups in and out of DND mode.

When using phantom groups, all incoming calls are routed directly to a phantom group. The phantom group then reroutes incoming calls to 'Reroute Always' to the first voice group. During high traffic, the phantom group can reroute calls to the first alternate voice group when it is placed in 'Do Not Disturb' (DND) mode. By placing the phantom group in DND mode, the agent is able to dynamically switch incoming calls between two voice groups.

Instead of programming a 'Reroute First Alternate' destination to the phantom group, the agent can program the phantom group with a night RAD. In night RAD, placing the phantom group in DND will present all incoming callers with the night RAD message and terminate the call. Phantom Group Call Path Switching shows a phantom group containing the extension number (X). During normal operation, calls will be immediately rerouted (using 'Always Rerouting') to the actual voice group.

Phantom groups can also be configured to reroute calls to a second phantom group, known as chaining, to provide switching between more than two voice groups or provide one level path switching. This enables phantom groups to present all incoming calls to the first level phantom group night RAD.

Using call overflow with phantom groups enables the two terminating voice groups to overflow calls into their own distinct call overflow destination. This is accomplished by programming the system rerouting field in each voice group pilot number.

Phantom Group Chain shows an example of a possible phantom group chain configuration. In the example, Phantom Group 1 is configured with the Phantom Group 2 as its 'Reroute Always' destination. Phantom Group 2 is configured with voice groups 1 and 2 as its 'Reroute Always' and DND destination. By placing Phantom Group 1 in DND, Phantom Group 1 will present all incoming calls to its night RAD for off-hour operations. Phantom Group 2 switches incoming callers between voice group 1 or voice group 2 as determined by the supervisor. You will note in the example that voice group 1 and voice group 2 are configured with independent overflow destinations.

Access Night RAD - To present calls to a night RAD directly from a Phantom Group Busy/DND First Alternative rerouting must be omitted from that same phantom group.

Always Reroute and Forwarded - Any destination, excluding voice groups, which appears in the directory number field of the Call Rerouting form and is directly dialed can be always rerouted to a phantom group or phantom group chain.

Controlling Call Path - To control a phantom group chain the phantom groups must be in or out of DND mode. The DND status of a phantom group determines whether the call follows Always Rerouting, Busy/DND rerouting or whether the call is presented to a night RAD. Phantom groups are set in or out of DND by using the remote DND.

Call Overflow - The first voice group encountered as the Always Reroute or DND Reroute destination of a phantom group becomes the reroute determinant destination for the duration of the call until it is answered or cleared. If the first voice group encountered has no alternative rerouting programmed, then no rerouting is attempted, even if the original dialed destination has rerouting programmed.

NOTE: After routing a number of alternate destinations into a path, system rerouting timers 1 and 2 may be set a second time.