Talk - Routing to Voicemail


5 Kommentare

  • Jalle van Goor den Oosterlingh
    Community Moderator

    Hi Justin,

    I think there are two options here.

    Option 1: Disable answering of phone calls. 

    In the talk admin panel you can select whether calls should be answered. I am not 100% sure about this, but when you disable this I expect the call to go straight to voicemail.

    Option 2: Creating separate business hours (schedule)

    With schedules you can define the opening hours in your account. By creating a separate schedule you could state that you are available 1 hour on 1 day during the week. By applying this schedule to that specific phone number you can make it so that the call goes straight to voicemail outside of opening hours. 

  • Justin Autrey

    Hi Jalle! 

    Thank you for the suggestions!


    Unfortunately for Option 1 - It only enables/disables talk entirely for all our phone numbers, and won't let me do it for individual phone numbers. 

    And I looked into Option 2 as it seems like the clear winner here - But having multiple schedules and business hours is a feature only available on Support  Enterprise and not the Support Professional we currently have.  


    I wasn't sure if there was any configuration or work around that could work within our Support Professional & Talk Advanced subscriptions that we have already. 

  • Dan Kondzela
    Zendesk Customer Advocate

    Thanks for the information here, Justin and Jalle!

    Justin, would it not be feasible to allow routing, turn off all IVRs, and turn off all groups for Group Routing? When placing a call under these circumstances it will notify the caller that no agents are available, and then route to voicemail. Note that you can change this greeting also, if you don't want to use the default (voicemail on) voicemail greeting.



  • Justin Autrey

    Hi Dan! 

    In our experience, turning off all the groups for Group Routing did not produce those results. Whenever no designated group was selected for routing, it would seem to default to All Agents it seemed and would just ring through to a random talk agent. So if any talk agent was online it would potentially route to them. I'm not sure if this is a ZenDesk Setting that can be adjusted or is just the default before for talk. 

  • Dan Kondzela
    Zendesk Customer Advocate

    Thanks for the update, Justin.

    I have been attempting to click around a few settings on my own Talk Setup and it seems I mis-spoke earlier. My apologies here. I will go ahead and defer to Jalle's suggestions, and appreciate your understanding on my mixup!



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