Routing incoming calls to groups of agents (Talk Team, Professional, and Enterprise)

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19 Comments

  • Sam Trachtenberg

    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

    1
  • Craig Willis

    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

    0
  • Will Foley

    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?

    0
  • Jake

    I have the same question as Will above, any answer?

    0
  • Atul Verma

    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

    0
  • Rich Carver

    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.

    0
  • Jessie Schutz
    Zendesk team member

    Thanks for the suggestion, Rich!

    0
  • Mike Dorsey

    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!

    0
  • Jessie Schutz
    Zendesk team member

    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!

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  • Chris Duncan

    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?

    1
  • Nicole S. - Community Manager
    Zendesk Community Team

    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. 

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  • Heather Rommel
    Community Moderator

    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?

    0
  • Patrick Bosmans
    Zendesk Customer Advocate

    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.

    1
  • Aileen Tiu

    Hi!

    If no one in default group is available to take a call, is the call immediately ring to available agent on other groups with no impact on wait time? Can we set a wait time before moving to non-default group? 

    Thanks!

    Aileen

     

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Aileen,

    So going by what you described this is something that is not within the functionality of Talk. I would suggest though that you recommend this as a new feature to our devs in Product Feedback so they can consider this for future updates.

    Talk Product Feedback

     

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  • Mirka Salminen

    Hi,

    is it possible to route the calls stricktly only to one group? If no one answers the phone, the call would not be redirected to persons in other groups? We have very different skill sets and the persons in different group won't be able to answer the questions coming in for another group. We prefer to have a voice mail for the first group than to redirect the call to second group.

    At the moment the calls are redirected to different grous if no one answers them even if we've chosen only one group per phone number. That creates bad service since the customer is happy to get someone on the line and then disappointed when they cannot help them. And the agents get stressed cause they have to deal with things they know nothing about.

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  • Brandon Tidd
    Community Moderator

    Hi Mirka Salminen - 

    If you have only one group selected in the routing instructions, calls should not rollover to other groups.

    Are you able to share a screen shot of your configuration to troubleshoot further?

    Brandon

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  • Mirka Salminen

    We have only one group selected per phone number, but if there's no one to answer, the calls roll out to other groups.

     

    0
  • Brandon Tidd
    Community Moderator

    Hi Mirka Salminen -

    That appears to be correct!  I'm going to spin this into a support ticket so the team can take a look at this more closely.  Stay tuned.

    Brandon

    0

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