Receiving incoming calls

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5 Comments

  • Noel

    HI, I am new to Zendesk Talk.  But we have a requirement that needs the Zendesk Talk component to be embedded to our portal.  That means we need to be able to receive zendesk incoming calls, using our own portal where the we embed talk functionality.  Is this possible?

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  • Rob Stack
    Zendesk Documentation Team

    Hi Noel Branzuela, you might be able to do this with Talk Partner Edition, but you'd need to do some development work. I'd recommend contacting us using the link on https://www.zendesk.com/service/voice/talk-partner-edition/ with your requirements. Someone will be able to help you.

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  • Noel

    Thanks Rob, will try to search more on the Talk Partner Edition. Cheers

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  • Jack Trimber

    Is there a way that I can adjust the dial plan so that the customer can dial a number to take them to an agent who handles specific issues? 

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  • Jason Schaeffer
    Zendesk Customer Care

    Hi Jack,

    Thanks for reaching out. If your Goal is for calls to route to a specific agent, I would suggest one of two things:

    1. Create an IVR menu that would allow the customer to choose the type of question they have, which based on their keypress can route to a specific group you would like to handle those calls.

    2. You could add a number for each agent, and each number would only route to the agent or agents you want to take calls for that specific number based on what the issue is.

    There is Additional information on this below:

    Can I Route Calls to A Specific Agent

    Thank you!

    Jason Schaeffer | Customer Advocate |

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