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Managing overflow calls and after-hours routing with Talk



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Rob Stack

Zendesk Documentation Team

Edited Feb 05, 2025


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16 comments

Hi, I like the Overflow option but is it possible to configure it in a way, that only calls to a certain IVR group will be routed to the external phone number, not all calls we get if everyone is busy? Thank you

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Jason Schaeffer

Zendesk Customer Care

Hi Agnieszka Kulpinska,

If the group you are routing the call to has no agents in it, then overflow calling will automatically be active and will route the call to the external number. However you cannot parse by IVR route as it is set at the number level.

Thanks!

Jason Schaeffer | Customer Advocate |

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Hi, Jason. We were removing agents from one IVR-group to create the overflow for that particular IVR-line. Unfortunately, Overflow was also done for the remaining 3 other IVR-groups we have, which wasn't ideal. We have in total 4 IVR-groups and we  want to create Overflow for only one of them. Is is possible? Thank you.

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We are new to Zendesk, and overflow function looks exactly what we need. However, I do not see the overflow option in the UI. 

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Rob Stack

Zendesk Documentation Team

Hi Sergey Kandaurov, which Talk plan are you on? If you take a look at the banners at the top of the article, you'll see which plans are supported by overflow calls. If you do have a supported plan, let me know and I'll open a support ticket on your behalf.

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Yes, that's right. I've upgraded to the Professional plan, and now see the option on a separate tab. 

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Christine

Zendesk Engineering

Hi Sergey,

Glad to hear that. Thanks for letting us know! 

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My company is looking to add weekend support for one department from the hours 8am-3 pm CST. With the overflow number, is there a way to set a schedule for that overflow number? 

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Shannon Kertis

Zendesk Customer Care

Hey Kaila! Thanks for your question. I have a few follow-up questions about your current workflow so I've created a ticket on your behalf. We'll continue the conversation there! 

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Do i need to configure an overflow number if i have a voicemail set up in a main talk line and i dont have anyone else to support outside business hours? I think the calls are being recorded as regular since my overflow number is a talk number and therefore are being mixed with my inbound regular calls within business hours

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Can you have 2 separate overflow numbers? Like groups 1 and overflow are on calls or away so you have a third group. Can you have multiple numbers (we have a few countries) route to the same overflow number?

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Gab

Zendesk Customer Care

Hi Amy, 
 
You can set up an overflow number for each line your customers are calling. You can also set up multiple Talk lines to the same overflow number. However, please note that the purpose of setting up overflow numbers is for you to be able to accommodate customers when there are no available agents on your Talk lines. 
 
Please let me know if you have any further questions. 

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We run a 24/7 support line and I'm trying to setup overflow routing for when my Tier 1 staff is unavailable so calls are routed to Tier 2.

I'm trying to follow the instructions provided, but I'm not sure how to set it up so that overflow will only happen on Mon-Fri between 7am and 11pm.

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Paolo

Zendesk Engineering

Hi Stephen,
 
You may add a business hours for your Talk line. Kindly refer to this article for more information Routing calls based on business hours.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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Paolo we are 24/7 and already have a schedule created. I believe we would have to upgrade to add a 2nd schedule. Since adding omni-channel routing the option to have roll-over calls is no longer available in our tiered setup.

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Is there any way to have a message play for caller BEFORE the overflow call is transferred to an external number?

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