What is the default routing when calls come into my Zendesk Talk account?
The agent who is available the longest, without taking a call, and currently online, is offered the next call that comes in. If an agent misses or declines a call, the call is not re-served. The call is then routed to the next available agent that meets the criteria for call routing. If all available agents miss or decline a call, the call routes to voicemail.
The wait time before a call is routed from one agent to the next is 30 seconds. For Talk Enterprise plans, you can use the arrow under Call Offering Time Limit to choose a duration between 15 seconds and 2 minutes. For more information about available settings for Talk numbers, see Managing Talk number settings.
Additionally, if a caller exceeds the maximum wait time set in your Talk channel, the call may get routed to voicemail before being offered to all agents.
When Talk receives a call, that call doesn't route to all agents at the exact same time but rather follow the routing rules outlined above. This is the case for all routing options including the IVR. Routing options can be segmented by routing incoming calls to groups of agents as well as routing incoming calls with IVR.