CSRs (Customer Service Records) are the documents carriers use to store vital and comprehensive information for each customer. Every aspect of a customer’s features, plans, rates, etc. will be contained on the CSR.

Carriers have created their own distinct codes for labeling items within a CSR. Understanding these codes is essential for the telecommunications auditing process.

HTG

HTG is the code for “hunting” service. Business telephone lines are often combined together to make up what are referred to as “hunt groups”. These are lines that, when busy, will rollover to additional lines that are set in a sequence. The rollover from line to line continues until the call is answered, or is sent to a voice mail box. Hunting groups are an essential feature for businesses that need to avoid customers experiencing a frustrating busy signal. Busy signals are bad for business, especially if you value your customers.

The most common errors found when analyzing hunt groups is that one (or more) of the numbers are no longer in use, or are simply not needed. Another problem is the rollover feature itself. At the end of the hunt group, the call should be transferred to either the first number in hunting, or to a dedicated voice mail box. In the case that the rollover feature is not functioning, calls will be lost.

Analyzing Hunt Lines in Hunt Groups

Use the following process for analyzing lines in a hunt group. You will need two people for this analysis - one to call the numbers within the hunt group, and one to answer the calls checking to make sure lines are in the correct sequence .

1) After finding the HTG code on your CSR, make note of all telephone numbers listed as part of the hunt group. Write each number in order of sequence on a separate sheet of paper (along the left side). This will serve as your “survey sheet” and allow you to make notes in the right side column.

2) Call each number in order to determine if the sequence of the hunt group is indeed working as it should. If a line rings without answer or is not in the proper sequence, make a note on your survey sheet as to the nature of the problem. Lines with no answer are most likely old lines that are no longer in use and should be eliminated.

It is best to call all of the line numbers listed on the CSR, not just the lines that are contained within hunt groups. Old fax and modem lines can often stay on accounts for months and even years.

When your survey sheet is complete, then begin the task of contacting the carrier to correct issues that were uncovered during the survey. You may find that the total amount of lines in a hunt group are not needed. Use your won best judgement and knowledge of your business to determine if removing lines will disrupt business operations and/or minimize a good customer experience.

For more information on CSRs, refer to: How to Find Hidden Telecom Savings on CSRs

For more information on surveys, refer to: Telecom Audit Techniques: Observational and Personal Surveys

Submitted by: TelCon Associates, Inc.