We’re excited to announce IVR group routing to multiple groups for our Zendesk Talk Professional and Enterprise customers. Previously, customers using IVR could route calls to only one group before sending the caller to voicemail.
Now, customers can assign multiple groups to an IVR route. This means that if no agents in the primary group are available, calls are automatically routed to specified overflow groups to prevent sending callers to voicemail.
With this feature, teams can minimize missed calls and increase the probability of callers reaching an agent when using IVR.
What does the new experience look like?
You configure IVR group routing on the Edit Route page of your IVR settings when you create an action to route a call to a group. For more information about IVRs, see Routing incoming calls with IVR.
Here is a glimpse: