Using multiple schedules for Zendesk Talk (Enterprise and Advanced Talk only) Follow

With Advanced Talk and Zendesk Support's Enterprise plan, you can configure each number to use individual schedules. This might be helpful if you have multiple numbers used in multiple offices with different time zones or working hours.

Before you can set individual schedules for different numbers, you need to configure multiple schedules in Zendesk Support. For details, see Setting your business hours and holidays (Professional and Enterprise).

To select individual schedules for a Talk number

  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Click on the number you want to edit.
  4. Click the Routing tab.
  5. Next to the Schedule field, select a schedule from the drop-down field. To route calls to available agents at all times, select Always route calls.
  6. Click Save changes.
Have more questions? Submit a request

Comments

  • 0

    You may want to proofread this as you've stated the same thing twice....

     

    With Advanced Talk and Zendesk Support's Enterprise plan, you can configure each number to use individual schedules. This might be helpful if you have multiple numbers used in multiple offices with different time zones or working hours.

    However, you can also configure each number to use individual schedules. This might be helpful if you have multiple numbers used in multiple offices with different time zones or working hours.

     

    What I'd like to know is if you can configure the same number to use different schedules? 

  • 0

    Hi Matt,

    Thanks for letting me know! All fixed. :)

    You can assign one schedule to each number. Can you elaborate more on your use case/what you're trying to achieve?

  • 1

    Hi Nora, 

    I've sent in a request directly for support as I've hit a dead end and in this case, don't have the enterprise solution. Not sure if this is the right place for this but I'll throw it out there anyway. 

    What I'd like to do is 1 of 2 things. 

    Utilize voice (now "Talk") with business hours in order to: 

    1. Disable voice mail after hours with a different message than business hours indicating to callers that we are closed and that they should write directly to us at our support email address. 

    2. If #1 is not possible then simply allow me to set up a different IVR tree, portion of a tree or just a different message after hours doing the same. E.g. stating that we are closed and that they should write to us directly. 

    Elsewhere in your forums someone suggested simply leaving a long pause after the greeting's end to discourage callers from leaving a voice mail.

    I'd be more than happy to do this as long as the "greeting" changed automatically outside of business hours. Changing the "greeting" manually makes little to no sense to me even though that has been suggested elsewhere.

    So in case #2, voice mail would stay active but I'd sort of "hack" it to discourage callers from leaving a message and simply the greeting would change after hours. 

    Hope that makes sense. 

  • 0

    Thanks for elaborating, Matt! One of our advocates will follow up with you in your ticket. I'd also recommend checking out the Community for advice and thoughts from other customers who might have the same situation. 

  • 0

    I also was looking at whether we could have a different voicemail for out of hours as the one we have in hours. Is there an update on this?

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