Announcing IVR Group Routing in Zendesk Talk

Have more questions? Submit a request

6 Comments

  • Dave Kaminsky
    Comment actions Permalink

    Is there a method to define the order for All the Groups on the IVR?  Eg; 

    1. Primary Group =  Team Alpha,
    2. Second Group to route to  = Team Beta
    3. Third group to route to = Team Omega
    4. Send to Voicemail.

    or might that be coming to an IVR Menu configuration near you soon?  

    0
  • Rohan Gupta
    Comment actions Permalink

    Hi Dave,

    Thanks for reaching out!

    In the current implementation, order of the call flow amongst the groups cannot be defined. The call will first route to the specified primary group and then if no agents are available in that group, it will route to other non-primary group.

    Note: When three or more groups are selected, there is no hierarchy to the non-primary groups; all Talk-enabled agents in those groups are put into a single assignment pool. Call routing is determined by an agent's online status. 

    Thanks

    Rohan

    Product Manager - Talk

    0
  • Conza
    Comment actions Permalink

    "In the current implementation, order of the call flow amongst the groups cannot be defined."

    Will this be in a future update?

    0
  • Jamie Noell
    Comment actions Permalink

    This is a great enhancement - thank you!  Please do consider adding the ability to prioritize the order of the groups to which a call is routed if no one in the primary group is available to take the call.

    0
  • Kelsey Davis
    Comment actions Permalink

    Hi - can I do the following?

    1. Primary Group =  Team Alpha,
    2. Second Group to route to  = Team Beta
    3. Third to route to = Phone Number +64xxxxxxxx

    Thanks

    0
  • Rohan Gupta
    Comment actions Permalink

    Hi Conza and Jamie,

    Thanks for the feedback!

    We understand adding hierarchy amongst the overflow groups can be helpful, but its currently not in the roadmap. We will post in this thread if the situation changes.

     

    Hi Kelsey,

    Thanks for reaching us!

    The functionality to route to a phone number can be done by the use of overflow number but in that case caller may have to wait for the configured queue wait time.

    Without waiting for the queue wait time to expire, there is no other way to route a call to an overflow number at the moment.

    Again, if the situation changes we will post it in the community.

    Thanks and regards

    Rohan

    0

Please sign in to leave a comment.

Powered by Zendesk