For each Talk number, you can choose to route calls to only selected groups of agents.
If you use Talk Professional or Enterprise, you can route calls using IVR instead of group routing. For details, see Routing incoming calls with IVR.
Note: This option is not available with Talk Lite. It is available for Talk Team, Talk Professional, Talk Enterprise, and pay-as-you-go Talk plans if you signed up before March 15, 2016.
To route calls to specific groups
- Click the Admin icon (
) in the sidebar, then select Channels > Talk.
- Select the Numbers tab.
- Click on the number you want to edit.
- Click the Routing tab.
- In the Group Routing section, select one or more groups to route calls to. If you select no groups, calls are routed to all available agents.
- If you selected more than one group, also choose a default group from the drop-down menu next to Default group. Calls are routed to the default group first if agents in that group are available. If no agents from any of the selected groups are available, resulting voicemails are also assigned to the default group.
Note: When three or more groups are selected, there is no hierarchy to the non-default groups; all Talk-enabled agents in those groups are put into a single assigment pool. Call routing is determined by an agent's online status.
- Click Save Changes.
13 Comments
Hello, just to be certain, is this option not available for Basic Talk?
If it routes to a group, will the phone ring for every enabled, online agent in that group?
Thanks!
Sam
Hi Sam,
No, it will ring 1 agent at a time to the default group, and if nobody answers, or no agents in the default group are available, then it will start with agents in the other groups.
Craig
Can you route calls based on End User Tags?
Example. Client X is VIP, I want them to be Routed to my best agents. Is that possible?
I have the same question as Will above, any answer?
Hello all,
Please try the steps mentioned in this link:
https://support.zendesk.com/hc/en-us/community/posts/115007702028-Call-Routing-Direct-Dial-an-Agent
This might help.
Thanks and Regards
Atul Verma
Any chance of adding the "Group Routing" settings to the "Zendesk Talk Dashboard" page? It would be beneficial to make quick routing changes directly from the "Dashboard" page rather than drilling down so many layers within the "Admin" section. Thank you for the consideration.
Thanks for the suggestion, Rich!
Is there a way to change the hierarchy of the agents, to ring certain people first, then others if that agent is not answering? Currently, I am second in line behind the boss. He wants me first as the calls are mainly mine anyway. We have extension control on and that works fine for those that use my extension, but when a call comes into the group box, this is where I need to try to change the rotation.
Thanks ahead of time for your help!
Hi Mike! Welcome to the Community!
You should be able to use the instructions in this article. You'd just need to put your boss and yourself in separate groups (you can totally have a group with just one agent in it). Then just set the groups up as outlined above, and you should be all set!
Is there any update on being able to ring all agents at the same time? Round Robin just doesn't cut it for our distributed topology. Almost every phone system, both IP and PBX that I've ever owned had the ability to ring all phones, when will this be fixed?
Hey Chris -
For updates on that, you'll want to follow this thread:
Routing Zendesk Talk calls to multiple agents at the same time
I also encourage you to vote on the original post and add your comment to the thread as well. Note that it is not something that is planned for development at this time, but adding your voice and vote can help the team to prioritize in coming development cycles.
Suggestions needed!
Caller comes in, presses 1, 2 or 3. Each of these are routed to different groups. However, if an agent is not available in Group 1, we would like Talk to try ringing agents in Groups 2 and 3.
Any ideas?
Hello Heather,
Once a caller selects an option to be directed to a specific department, there is no way for them to be routed back to the main menu or another group.
What might be worth looking at is instead using group routing, there you can set up a default group and have backup groups in case no agent is available. The caveat there would be that, given the scenario you offered above, you would likely need 3 numbers, one for each group as a primary. While not the most efficient option, it would serve the needs you are looking to fulfill.
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