Routing incoming calls with IVR (Talk Professional and Enterprise)

Return to top
Have more questions? Submit a request

25 Comments

  • Matt Flowitt

    A few questions related to this: 

    1. What happens when a caller moves to a secondary IVR menu that routes to a group and no one from that group is available? When no one is available at all? (e.g. after hours)

    2.. Can I set a custom voicemail message for a particular IVR menu? Or is there only once standard voice mail message that callers get routed to regardless of what menu of the tree they are in? 

    3. How do you recommend testing out your phone system to ensure it works properly? I'm an existing "talk" customer so I'm not sure how best to trial the IVR prior to releasing it to my customers. This is something that I think fairly obviously, most people would want to do. 

    Thanks!

    P.S. This article references a video, "watch the following video", I don't see one linked anywhere. 

    3
  • Bobby Quezada

    I have the same questions as Matt. 

    Also, is there an option to route calls to a different number, if the queue reaches its max?

    Could we receive a response for this? 

     

     

    1
  • David Holeman

    Bump!!! Same!

    1
  • Matt Flowitt

    Hey Bobby and David, 

    I did end up putting these questions to a support agent who kindly spoke to a product champ to help me out. 

    Here are the answers I was provided: 

     

    1. What happens when a caller moves to a secondary IVR menu that routes to a group and no one from that group is available? When no one is available at all? (e.g. after hours)

    If you have a secondary IVR setup (this is done through adding another number), the call will go through the first, and go through the second. If no one on the second IVR answers, the call will go to voicemail. 

    2.. Can I set a custom voicemail message for a particular IVR menu? Or is there only once standard voice mail message that callers get routed to regardless of what menu of the tree they are in? 

    You may set a custom voicemail for each IVR option. The catch here is you'll need to set the type as "IVR Greeting" in order to use it for your IVR when you're saving the greeting. You may only have one voicemail option for each IVR number. 

    3. How do you recommend testing out your phone system to ensure it works properly? I'm an existing "talk" customer so I'm not sure how best to trial the IVR prior to releasing it to my customers. This is something that I think fairly obviously, most people would want to do. 

    To test this, you could add another line to your account temporarily. An additional line is only $1 and you could cancel it once your testing completed. This would be a great way to keep your testing separate from your 'live' numbers. 

     

    Hope this helps! 

    Matt

    0
  • David Holeman

    Matt,

    Thank you very much for taking some time to share the suggestions you got.  Some follow up on each point:

    #1.  Glad to know I can split like this.  It's how I was set up but both were going to the same voicemail message.

    #2.  Sales part of the problem for #1 in that at least I can have two different end points... one for each and a custom message for each.  That's good.

    My follow question is that for 1 IVR I want to go to VM after hours (good there) for the second one I want to forward to an outside number.  This is the tough nut to solve for.  Any suggestions.

    I will set up a test and see if I can create as you described and make any other breakthroughs.

    0
  • David Healy

    Hello, 

    Does the IVR support voice recognition or is there an integration that would allow the customers to verbally provide information?

    1
  • Jessie Schutz
    Zendesk team member

    Hey David! 

    At this time the Talk IVR doesn't support voice recognition, but that's a really interesting idea! I checked over in our Product Feedback forum and don't see that anybody else has suggested it yet, so I'd encourage you to head over there and create a post sharing your detailed use case and why this functionality would be helpful for your company.

    0
  • Hugo Maya

    Hi

    I have a couple of questions:

    It's possible to route to a number if there is not agent is available? Instead to voice mail.

    Can we route to a multiple numbers like extensions?

    Thanks

    0
  • Jessie Schutz
    Zendesk team member

    Hey Hugo!

    I'm going to get someone better versed in Talk in here to help you out. Stand by!

    0
  • Hugo Maya

    Thanks, wait for you guys.

    0
  • Guy Dee

    Hi Hugo!

    I'll address your questions one at a time here:

    Can I route to a number if no agents are available? 

    • Yes. If your IVR routes to an agent group or to a Zendesk Talk phone number where no agents are available to take the call, the caller will be directed to voicemail. You can also route an IVR option directly to voicemail.

    Can I route to combinations of numbers, like extensions? 

    • No. Your IVR menu options can only use a single digit to make a selection. You can nest multiple IVR menus together, but each menu can only use single-digit options.

    I hope this helps clarify things!

    2
  • Sid Benachenhou

    Hi,

    actually the IVR plays the welcome message 3 times before moving to default routing, this is not good behavior as we should play 1 time, wait silently then move to default. or simply provide a box to select number of times to play message or how many seconds to wait.

    at this time how can we avoid repeating 3 times.

    1
  • Travis Rider
    Zendesk team member

    Hello Sid,

    At this time it is not possible to control the amount of times a greeting is repeated. I've taken a look and found the following related discussion about the functionality you are looking for: https://support.zendesk.com/hc/en-us/community/posts/360000699348-IVR-Welcome-Message-repeat-option When you get a moment feel free to stop by, up vote the request and share your use case.

    0
  • Kellie Bave

    Our phone forwards to Zendesk talk but the IVR will not work. If I dial the Zendesk Talk number directly it allows users to press 1 2 or3 but if it is forwarded it does not. Is there anyway to fix that? 

    0
  • Keith @ Zendesk

    Hey Kellie,

    This could have to do with a lot of your Forwarding set up.  I'll be contacting you through a Ticket to get some more details and we can get this worked out.  :)

    0
  • George

    Hello,

     

    we want to set up an IVR that if the caller press 9, goes at english (we have done this) but if the caller doesn't press anything, it routes the call to a specific group (like we dont have the IVR). 

    Is that possible?

    1
  • Yoni Tsrouya

    I tried the TextBack option and i was stuck in an endless loop in the 'Confirming customer's number' 

    I kept getting the confirmation of my number, hitting '1' to get the textback, the recording repeated the number confirmation.

    Am i missing anything?

    0
  • Jamie Vogter

    What if we would like the IVR to route to a voicemail but not allow a customer to leave a message? Ex: we require photos for all damaged items or items with a quality issue and as stated in our policy, they have to email us the photos. We would like the option to take them to a message stating that they need to proceed that way. Similar to how we do not currently allow voicemail after hours, we direct them to email us a ticket. Is this possible? Below is an example:

    If you’re calling about a damage or a quality issue, please press 2. Take you a message stating: If you received an item that is damaged or defective, please email photos of your issue along with your order number and a brief explanation to xxxx@xxxxxx.com. To repeat this message, press the * key. To go back to the main menu, press #.

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hi Jamie,

    You wouldn't be able to set this up as a Voicemail greeting and not allow the user to leave a message. However, you could mentioned your message directly within the IVR greeting you're uploading. That way they would not be directed to a voicemail at all and they wouldn't have to select a number to hear this message.

    I realize this may not be the exact solution you're looking for but I hope it helps!

    0
  • Wendi Mills

    How does IVR reflect on the call queue? Can I see separate wait times for each group? This will help with forecasting. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Wendi,

    The average wait time in Talk is determined by phone number. So an IVR routing to a particular group could not give you the avg wait time for that particular group. Let us know if you have any other questions. 

    1
  • Bethany Parsons

    How can agents see what route the call is coming in from?

     

    e.g. Caller presses 1 to come through to place an order online or callers presses 2 to follow up on the status of their order 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Bethany Parsons,

    The only information given to an Agent is the number the caller called and the Group that the call was assigned to (in addition to the end user calling in if the phone number they are using is in Zendesk).

    However, a best practice is to use a unique Group name for routing. For instance, Press 1 to place an order online can route to Group Order and Press 2 to follow up on the status of an order can route to Group Status. An Agent can be in multiple groups and by naming the Groups distinctly, I as an Agent know what IVR the caller pressed.

    Best regards. 

    0
  • Jeremy Sims

    Hello! 

     

    We've set our IVR up with language options as the main menu. The IVR is tied to one phone number. It appears you're given the option to set 1 hold message, 1 wait message. The problem I'm having is that it will play the same language for both language options on the hold and wait messages as you only have 1 option. 

     

    Is there a way to remedy this without the addition of a new phone number? 

     

    Many thanks in advance, 

     

    Jeremy 

    0
  • Elissa
    Zendesk Community Team

    Hello Jeremy Sims

    Unfortunately there is no way for the system to pull information on the customer's language (or what IVR route they clicked) to affect what wait or hold music they hear. 

    One work around, that you mentioned, would be to have multiple phone numbers and have the main number with an IVR have each number press direct to a different number behind the scenes. So for example your customers all call into your public customer service number. If someone presses 1 for English it stays on that number, if they press 2 for Spanish it directs to a different one of your Talk numbers behind the scenes, and that number has all spanish hold and wait music/messages.

    Another work around that many support teams use is to have the wait and hold greetings play in multiple languages on a loop. So you would hear english, then spanish, then japanese, then german, then back to english, etc.

    I hope that helps!

    0

Please sign in to leave a comment.

Powered by Zendesk