X Evolve Teams: Broadsoft Hunt Group Scenarios

I. Group Policy Considerations: 

Circular: Calls are distributed to hunt group users in order, starting where the last hunt ended
Regular: Calls are distributed to users in order, always starting with the same user.
Simultaneous: Calls are distributed to all hunt group users simultaneously.
Uniform: Calls are distributed uniformly to hunt group users, starting with the most idle user

Group Policy Routing NOTE:

1 ring = 6 seconds x # of agents = Total seconds for "Forward call after waiting"

Use case: 3 agents in HG x 18 seconds (per ring) = 54 seconds 

Reference screenshot(s): 

We were able to seamlessly keep routing policies in place by setting:  "If unanswered"/Decline to "DO NOTHING" on the inbound call from Hunt Group. 

If answered is set to Voicemail, if user declines the call it will go to their personal Teams VM. 

CONCLUSION:

Evolve Teams and Broadsoft Hunt Groups allow for ALL Group Policies to User Call Flow. It does require proper configuration of #of rings x # of agents for the proper group policy to be intact. 

To add, please note consideration on Call Answering rules IF the user's MS Teams VM is NOT to be triggered for proper call flow. 

Please note the Solution on adding a virtual extension DID in order to keep the call on the Evolve IP's platform for Voicemail workflows. 

II. DND in MS Teams (user level) 

Presence is not shared back to Broadsoft, calls deliver to end-user regardless of DND status. 

Conclusion: Do not disturb (DND) setting is not supported for redirecting calls from Hunt Groups. 

Reference screenshot: 

USE CASE(s): 

Use case 1 - HG and DND/OoO: 

Q: Newfield & Mt. Laurel- In HG's when a user has OOO is enabled, call goes to that users voicemail.  It does not continue ringing on the other simultaneous users in the group?

A: DND presence is not shared back to Hunt Group, Call toast does not pop or notify user. User gets a post call notification on Teams as a "Missed Call." 

Next steps: 

HG Update for UC Team: This Hunt Group requires to be updated on the NO ANSWER section for Ring Count x # Agents noted in this document here, please review: https://support.evolveip.net/display/EIKB/Evolve+Teams%3A+Broadsoft+Hunt+Group+Scenarios

Client End user also is "recommended" to modify Call Answering Rules. Set "Ring for this many seconds before redirecting" to 60 seconds.

Use Case 2: Hunt Group VM Email Notification

Q: Mt Laurel-  No one has individual v/m.  All employees are in the 1 HG, so if a call is not answered it goes to the HG v/m and everyone in the company gets the email… can this be duplicated in Teams?

A: Yes, Use NO ANSWER settings to point to Hunt Group VoiceMail i.e. *55(Hunt Group Extension) *551234 and input email distribution list for confirmation.

III. Call Group enabled in MS Teams 

Scenario: User A is in Broadsoft Hunt Group with a Call Group to additional users configured in MS Teams. 

PSTN caller into HG> User A declines call > Call Group routing in effect > Delivers to next User B in Call Group (see screenshot)

Result:

If Call is Unanswered it routes back to Broadsoft HG Voicemail

If Call is Declined, the call is delivered back to User 1 Teams VM. 

Conclusion: 

It is not recommended to configure Broadsoft Hunt Groups with user based call group due to the varied results in Voicemail delivery. 

Microsoft call groups are recommended for end points that are willing to set up Call Delegates and Call Groups, see MS document 

IV. Users are Signed out of Teams

-Results varied anywhere from going to User 1 in HG Teams VM

-Broadsoft Voice Mailbox (due to virtual extension user) 

-an interesting scenario where User 1 called HG, then call is routed to User 2 Cell Phone? 

Conclusion: Additional review is required from engineering and/or expand testing with more than 2 users added to HG. 

Cisco/Broadsoft Hunt Groups VS Microsoft Teams Call Groups

Terminology

Regardless of which platform you are setting groups up on, both Cisco & Teams use the same distribution options for getting calls to your agents...just with slightly different names: