Is it possible to automate the routing of calls to a particular phone number depending on the time of day? For example, would it be possible to have calls routed differently outside of business hours, for an on-call/after hours team?
If your account is under the Professional or Enterprise Zendesk Talk plans, you can add an overflow number when business-hours are configured. This way, if your customers call when all your agents are busy or outside business hours, you can automatically route overflow calls to an alternate number.
If you can't use an overflow number, then you aren't able to automatically route calls based on a specific set of business hours. Talk is set up so you can apply one set of business hours schedule to a phone number. Talk is also set up to automatically route calls to voicemail if a call is received outside of the applied schedule.
This means if you have a schedule set up for your business hours, within Zendesk (example: 8:00 am - 5:00 pm) and apply that schedule to a specific Talk number, any calls that are received outside of this schedule are routed straight to voicemail for that number.
For more information, see this article: Using multiple schedules for Zendesk Talk (Enterprise and Advanced Talk only).
As a workaround, you can update your greeting to include a message about your business hours, indicating something to the effect of, "Our normal business hours are 8-5, if you're calling outside this timeframe and need immediate assistance, please press 3". From there, you can have that number route to a different number or forward the call to an external number. Below are some resources to assist with setting this up:
- Managing outgoing greetings: Creating a custom greeting
- Route incoming calls with IVR (Talk Professional or Enterprise)