Enabling Talk and configuring general settings

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38 Comments

  • Chee Lee

    Hi,

    I would like to know if it's possible to always Enable Zendesk Talk for an Agent? 
    The reason for being, is if an Agent signs out of their Zendesk and signs into Zendesk, their Zendesk Talk is automatically turned off.

    Chee

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Chee,

    So from what you are describing this isn't a feature Chat can perform. Your agent would need to activate Chat if they logged in and out of their account.

    Let us know if there is anything else we can clarify for you, and if you have any other questions, please let us know.

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  • Chris Ohman

    Hi,

     

    Is there any way we can increse the queue size to go over 50?

    If we set-up a transfer tier(press 1 for .. och press 2 for ..) can that help us to go around the maximum queue size off 50?

     

    We have a bigger demand at the moment and are lossing to many calls everyday. 

    Kind regards

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  • Nicole Saunders
    Zendesk Community Team

    Hi Chris - 

    It is a possibility, however that is something that your account representative will have to handle. I see that someone from your organization has already filed a ticket and that our team is currently working on this internally, so we'll continue to work with you there. 

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  • YB Choi

    Hi there,

    We would like to know for this queue size “50” is whether one number that holds up-to “50” callers in queue or several numbers in total that hold “50” callers in queue.

    because we have a several service numbers(about 10ea) and if “50” is split to those service numbers then maybe on average, each number will have 5 callers that should wait to be transferred

    and we don’t want our customers after 5 ahead to get automatically disconnected if 50 is split to 10ea numbers

    so we would like to clarify whether this “50” maximum queue size is applied to each service numbers respectively or all of service numbers in total ( ex, telephone number 1 for 5 as queue size, 2 for 5, 3 for 5 …….10 for 5 so in total 50)

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  • Brett Bowser
    Zendesk Community Team

    Hi YB,

    I see you got an answer to your question in a private ticket but figured I would share more information here for others to see.

    It looks like the Max Queue Size option applies to the Talk account as a whole and not individual numbers. So if you have 4 Talk numbers set up, you'd still only have a max queue limit of 50.

    Cheers!

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  • David Judenne

    Hello Everyone,

     

    I have a question about Talk and voice message. I setup working hour, so if get a call outside this schedule, I have a dedicate voice message inform we are close => good.

     

    If got a call when we are open, if minimum one agent is available or away (not offline), then got a first message where we welcome customr to call our company support, we will forward you to an agent when available and the ngot the waiting music.I setup a limit of X min, when reach this limit of waiting time, then the call is going to a voice message inform customer that all Agent is busy and ask to call back later or leave us a message. I setup a max waiting queue of Y too.

    This part is working well.

     

    My problem are if anyone call us with a waiting queue that already reach the limit of Y, it going to the voice message directly saying that all Agent are busy... like when waiting time reaxh X min. Same if for any reason, no agent are connected on the morning or stay offline, system go to this voice message.

    The problem with this voice message, as it start with : All our Agent are busy... the customer will not know that he reach our company, not good as he shoud get minimum a message like : welcome to our company...

    And after can switch to the message inform all agent are online and busy.

     

    I don't find how setup this, anyone can help me please ?

    Thank you,

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  • Elissa
    Zendesk Community Team

    Hello David Judenne,

     

    Thanks for your comment! I definitely understand what you're saying about wanting all customers to hear something that makes it clear they've reached the right company. I definitely feel that way when I call a number that simply has the generic "the number you have called is unavailable" voicemail. It's stressful wondering if you got to the right place!

    If I understand correctly, the issue you're having is that when customers call in and the max queue or max wait time has been reached, they don't hear your initial greeting (explaining who you are) and only hear the voicemail greeting (saying "we're sorry all agents are currently busy"). Is that right?

    Unfortunately it is not possible to change the routing on that specific feature. But it is possible to re-record that voicemail to be more personalized. The greeting you're looking to customize is the "voicemail on" greeting. What I would recommend is re-recording the voicemail to say something like "You've reached (our company) we're sorry no one is available right now!" This lets them know who you are and lets them know you're busy.

    I hope that helps! Please let me know if you have any trouble or further questions.

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