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, is offered the next call that comes in. If an agent misses or declines a call, they are not re-served that call. 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, it routes 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.
Note that when a call comes into your Talk account, 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.