Routing calls based on business hours (Talk Team, Professional, and Enterprise) Follow

Comments

8 comments

  • Avatar
    Matt Flowitt

    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? 

  • Avatar
    Nora Mullen

    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?

  • Avatar
    Matt Flowitt

    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. 

  • Avatar
    Nora Mullen

    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. 

  • Avatar
    Charlie Smith

    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?

  • Avatar
    Sawyer Perry

    Hi, 

    I'd like to reiterate everything Matt Flowitt said. We would love to set up multiple schedules per number or even just different messages. We certainly don't need a brand new IVR flow for holidays or after hours, but we do have dedicated messages (and preferably not voicemails) for these instances (as well as being able to turn on a technical difficulties message actually).

    Manually changing after hours/and changing back at the top of the day or in preparation for upcoming holidays doesn't make a lot of sense to us either, and this is available to set up beforehand in the settings of all other telephony plans we've been involved with.

    Is there any update on these changes being available coming up on the road map?

    Thank you very much!

  • Avatar
    Nikki Wiley

    Hello,

     

    I would like to know if there is a way to have the phone roll to a user since we are open 24/7? What I mean by this is when the agent logs off the phone at 10 PM is there a way in ZD to set the phone up to automatically roll to another phone without someone logging in to their phone at 10? Is there a setting I can put in place for that? I have researched many topics regarding IVR, but these options do not seem to fit for our organization. 

     

    Thank you,

  • Avatar
    Jessie Schutz

    Hi Nikki! Welcome to the Community!

    This should be possible, provided you have the right Talk subscription for it. One of my colleagues wrote up an article about this very thing: Using Zendesk Talk Advanced IVR after hours. That should get you set up!

Please sign in to leave a comment.

Powered by Zendesk