Using calls and text in Sell Voice

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4 Comments

  • Nick Wurm

    If we configure the transfer number to be our main company line/IVR that is managed through Zendesk Support/Talk, will that work?

    If it works, will we be double-billed for voice time in both Sell and Support for calls that initially ring into a direct line on Sell and then transfer over to our general, company phone line in Support/Talk?

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  • Katie Dougherty
    Zendesk Community Team

    Hi Nick,

    Yes, you can set up your Zendesk Sell transfer number to be your main company line/IVR in Zendesk Support.

    However, you are correct that because these two products each have their own phone system, you would see double the charges per call for first connecting in Sell and then transferring to Support. 

    I will mention your feedback on this workflow to our Product Team! At this time, you could have more agents use your Support company phone line to take calls if they need to be apart of a routing system between sales reps and support agents. 

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  • Ryo Ogochi

    Katie Dougherty my team is having major issues with caller ID since last week.   They usually call via the transfer number (via their phone).

    On the customer's end its showing the transfer number (personal phone number of my teams phones) or "hidden number".  This is obviously a problem. 

    What we need is to show the zendesk phone number as it did before. How do we fix this. 

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  • Katie Dougherty
    Zendesk Community Team

    Hi Ryo Ogochi,

    It sounds like you and your team may have been using a masking number if your workflow involved having a different phone number than your Sell Voice number appear on the caller ID. 

    I have created a ticket between you and our team so we can further investigate your account and place a few test calls if necessary! Please check your email for a recent notification on your ticket. 

    Lastly, I want to point out that masking your Sell phone number only impacts calls through your Sell Voice number (not your transfer number). See the note in the masking article:

    • When the masking number is activated, your number is masked whenever you call using the call via browser option from your Sell Voice account. The call via transfer number option is unaffected.
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