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

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25 Comments

  • Colin McLeod

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

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  • Rob Stack
    Zendesk Documentation Team

    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

    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
    Zendesk Documentation Team

    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
    Zendesk Product Manager

    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

    1
  • Zak Steedman

    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
    Zendesk Customer Advocate

    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

    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 Bowser
    Zendesk Community Team

    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

    Awesome! Thank you!

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  • Brett Bowser
    Zendesk Community Team

    Happy to help :)

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  • Hanaa Ziad

    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

    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

    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 Bowser
    Zendesk Community Team

    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

    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 Bowser
    Zendesk Community Team

    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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  • Michele Wilson

    In our current system, customers have the option of leaving a voicemail or being routed to our 3rd party overflow call center.  Is there a way to configure this within talk? 

     

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  • Brett Bowser
    Zendesk Community Team

    Hi Michele,

    I confirmed with one of our Talk Experts and it looks like with Talk it's one or the other. If you'd like to use the Overflow feature, then voicemail would need to be disabled.

    Let me know if you have any other questions!

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  • Michele Wilson

    I was able to build this into a talk IVR by giving callers the option to press 1 to leave a voicemail or press 2 to be routed to our 24/7 support team (how we refer to our overflow call center) and using the forwarding option.  By using our own IVR though, I lost the ability for customers to request a callback easily.  It would be incredible if a feature that allowed the use of all of these options existed. 

    As it stands our work around is to have a few IVR options available that I will have to alter depending on our staffing and call volume on any given day.  Not perfect, but it will work for now. 

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  • Brett Bowser
    Zendesk Community Team

    That's awesome. Thanks for taking the time to share this Michele :)

    I'm positive this will be useful to others as well!

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  • Keona Smith

    Hello,

    Question, is it possible to forward calls to more than one number?

    Thanks

     

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  • Erika Camille Sundian
    Zendesk Community Team

    Hello Keona,

    Call forwarding to Zendesk Talk is usually configured externally and done by the current carrier and does not need any additional setup in Zendesk. By default, Zendesk Talk does not have a forwarding system and we cannot set up calls to be automatically forwarded to external numbers with the exception of Overflow which is a feature with the Talk Profesional and Enterprise and is meant to be an after-hours workflow wherein calls are rerouted to a number when there are no agents online on Talk. 

    Hope this answers your question. If not, feel free to provide additional information and I'll be happy to help the best I can. :)

     

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  • YB Choi

    Hi,

    Its urgent situation.

    Can we know how many calls thats been routed to voice mail after that exceeding maximum queue size ?

    Because we thought maximum queue size which we can set upto 50 is applied to each talk numbers but this 50 is only applied to all those talk numbers we use and cant believe all those calls after 50 callers waiting have all been routed to the voice mail.

    is there any way we can know how many calls in daily basis thats been routed to voice mail after maximum queue size in July for example? and also how many calls that have had waited and got disconnected in exceeding maximum queue wait time daily basis since july?

    Can we search them through support page typing like this?

    "voicemail from" order_by:created sort:desc created>=2020-07-01 created<=2020-07-31 assignee:someones name

     

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  • Nicole S.
    Zendesk Community Team

    Hi YB -

    For urgent issues, I encourage you to initiate a chat with our support agents. Here's information on how to contact support

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