Managing overflow calls and after-hours routing (Talk Professional and Enterprise)

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17 Comments

  • Colin McLeod
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    I'm on Enterprise and have Talk but don't appear to have these options available. What do?

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  • Rob Stack
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    Hi Colin, sorry you are not seeing these options. I've contacted the Talk team, and feel that the best thing to do is to open a ticket, so that your problem can be investigated properly. Hopefully, someone will contact you soon.

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  • Bob Duker
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    I really do appreciate having this ability added to Zendesk Talk, since this capability is an integral part of every other phone system, but I now have to choose between two vital services and cannot have both voicemail and after-hours routing.

    Our customers love being able to leave a voicemail instead of waiting in the queue, and others love being able to use the callback feature, and we would love to be able to cancel our 3rd party IVR that we've been forced to maintain ever since beginning to use Zendesk Talk, but forcing us to turn off the voicemail feature in order to be able to route calls after-hours  or utilize overflow routing makes the service completely unusable for us.

    I love the fact that this new feature brings Zendesk Talk that much closer to parity with other support phone systems, but we would love to be able to use this new feature without having to shut down a critical feature our customers use every day.

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  • Rob Stack
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    Hi Bob, thanks so much for leaving this feedback. I'll make sure it's passed on right away.

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  • Caroline Kello
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    Hey Bob, 

    I'd consider having the ability to choose between voicemail and overflow routing (not just having either or) to be a second iteration of this feature functionality, which is something we definitely want to do. Good to know we're thinking along the same paths! 

    Thanks for reaching out. Caroline

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  • Zak Steedman
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    Is there the option of an customisable automated message in the event of a service disruption? I.E - can we record a message and have it play prior to the call delivery? 

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  • Patrick Bosmans
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    Hello Zak,

    Currently there is no system in place to offer a message before it reaches our call routing.  We do have options for enabling failover numbers that we outline in the following article.

    https://support.zendesk.com/hc/en-us/articles/203906366-Managing-Zendesk-Talk-numbers#topic_fkr_j2d_yt

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  • Emily Harris
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    Do I have to have a second group of agents for this to work? What if I used one of our other numbers as the overflow number but it was still routed to the same group of agents? Essentially, this would just increase their wait time and our max queue size. Is that correct?

    I have a small team and we sometimes max out but our customers would prefer a longer wait time than being disconnected.

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  • Brett - Community Manager
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    Hey Emily,

    You won't need to set up a second group on your account for this functionality to work. You'll just want to make sure your voicemail is disabled to use this feature. Once the call is sent to the other Talk number then that numbers max queue and wait time rules should set in.

    Hope this answers your questions :)

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  • Emily Harris
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    Awesome! Thank you!

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  • Brett - Community Manager
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    Happy to help :)

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  • Hanaa Ziad
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    Is a use case for this when Zendesk Talk is down? Can calls to Talk numbers be routed to a non Talk number? My team is interested in developing a fail safe workflow. Thanks!

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  • James Gross
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    I am using Overflow into a Talk Number.  Is there a way I can report on the number of calls that are hitting the Overflow?  Any help would be greatly appreciated as I want to see how many calls we are missing. 

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  • Jean-Sébastien Catier
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    Is there a way to configure this overflow so that it jumps from 1 group of agent to another group instead of an external number ? 

    • Group 1 receives all calls
    • In case there is no available agent, or all agents are busy, etc. > it gets routed to Group 2

    Any hints on a way to achieve that ?

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  • Brett - Community Manager
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    Hi Jean,

    You could technically have another Zendesk Talk number as your overflow number that you've set up. You would then set up Group routing for that second Talk number you're using.

    I hope that points you in the right direction!

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  • Emma Surtees
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    Can you have the voicemail disabled within business hours only. 

     

    So for example use overflow during office hours. Still have calls to voicemail outside of office hours?

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  • Brett - Community Manager
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    Hey Emma,

    As long as you enable scheduled routing under the Routing tab of your Talk number, you should see an option to disable Voicemail within business hows and enable outside of business hours. Screenshot for you below:

    More information in the following article: Configuring voicemail options

    Let us know if you have any other questions!

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