Announcing Conference Calling, Call Blocking, and more for Zendesk Talk

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5 Comments

  • Tom Morris
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    That's great.

    Can an incoming call call all available agents at once rather than 'hunt' by calling one at a time and then moving on to the next one after 30 seconds? I can't see how to configure this.

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  • Rohan Gupta
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    Hi Tom,

    Thank you for the feedback.

    The incoming call will not be able to call all available agents at once. The call will still be calling one agent at a time. The Call Offering Time Limit allows you to configure the time for which a call will ring on an agents desk. The call will go back into queue if the agent to whom the call is routed does not pick the call. 

    More details about the configuration can be found at :  Managing Talk Number Settings

    Hope this helps!

    Let us know if you have any other questions or need more clarification.

     

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  • Tom Morris
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    Thanks Rohan.

    Yes, I have now found the feature request here: https://support.zendesk.com/hc/en-us/community/posts/115000291448-Routing-Zendesk-Talk-calls-to-multiple-agents-at-the-same-time

    I'm following that thread now so hopefully there will be an update soon. It seems a big issue for others.

    Thanks.

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  • Amber R
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    This is great! Is there a way to accept a transfer without being "Online"? Right now Team Leads have to switch out of the main support group and then go "Online" to avoid getting another call. But if we have email tickets from the support group we lose them in that switch.

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  • Brett - Community Manager
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    Hey Amber,

    The only way for an agent to accept a Transfer call at this time is if they're set to Online. I was able to track down the following feedback post which I encourage you to upvote and provide your use-case you've included here :)

    Transfer Calls to Away agent

    Let me know if you have any other questions.

    Cheers!

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