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

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11 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

    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

    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

    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

    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

    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 - Community Manager

    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 - Community Manager

    Happy to help :)

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