| A successful telecom audit hinges on how | | | | Analyzing Hunt Lines in Hunt Groups |
| customer service records are analyzed and | | | | Use the following process for analyzing lines in a |
| interpreted. Understanding the codes used by | | | | hunt group. You will need two people for this |
| carriers is the first step in the telecom audit | | | | analysis - one to call the numbers within the hunt |
| process - and the first towards telecom savings. | | | | group, and one to answer the calls checking to |
| CSRs (Customer Service Records) are the | | | | make sure lines are in the correct sequence . |
| documents carriers use to store vital and | | | | 1) After finding the HTG code on your CSR, |
| comprehensive information for each customer. | | | | make note of all telephone numbers listed as part |
| Every aspect of a customer's features, plans, | | | | of the hunt group. Write each number in order of |
| rates, etc. will be contained on the CSR. | | | | sequence on a separate sheet of paper (along the |
| Carriers have created their own distinct codes for | | | | left side). This will serve as your "survey sheet" |
| labeling items within a CSR. Understanding these | | | | and allow you to make notes in the right side |
| codes is essential for the telecommunications | | | | column. |
| auditing process. | | | | 2) Call each number in order to determine if the |
| HTG | | | | sequence of the hunt group is indeed working as |
| HTG is the code for "hunting" service. Business | | | | it should. If a line rings without answer or is not in |
| telephone lines are often combined together to | | | | the proper sequence, make a note on your |
| make up what are referred to as "hunt groups". | | | | survey sheet as to the nature of the problem. |
| These are lines that, when busy, will rollover to | | | | Lines with no answer are most likely old lines that |
| additional lines that are set in a sequence. The | | | | are no longer in use and should be eliminated. |
| rollover from line to line continues until the call is | | | | It is best to call all of the line numbers listed on |
| answered, or is sent to a voice mail box. Hunting | | | | the CSR, not just the lines that are contained |
| groups are an essential feature for businesses | | | | within hunt groups. Old fax and modem lines can |
| that need to avoid customers experiencing a | | | | often stay on accounts for months and even |
| frustrating busy signal. Busy signals are bad for | | | | years. |
| business, especially if you value your customers. | | | | When your survey sheet is complete, then begin |
| The most common errors found when analyzing | | | | the task of contacting the carrier to correct |
| hunt groups is that one (or more) of the numbers | | | | issues that were uncovered during the survey. |
| are no longer in use, or are simply not needed. | | | | You may find that the total amount of lines in a |
| Another problem is the rollover feature itself. At | | | | hunt group are not needed. Use your won best |
| the end of the hunt group, the call should be | | | | judgment and knowledge of your business to |
| transferred to either the first number in hunting, | | | | determine if removing lines will disrupt business |
| or to a dedicated voice mail box. In the case that | | | | operations and/or minimize a good customer |
| the rollover feature is not functioning, calls will be | | | | experience. |
| lost. | | | | |