What is the default routing when calls come into my Zendesk Talk account?
The agent that has been available the longest, without taking a call and is currently online, will be offered the next call that comes in. If an agent misses or declines a call, they will not be re-served that call. The call would then be routed to the next available agent that meets the criteria for call routing. If all available agents miss or decline a call, it will route to your voicemail.
The wait time before a call is routed from one agent to the next is 30 seconds.
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.
Please note that when a call comes into your Talk account, that call will not 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.