Managing overflow calls and after-hours routing with Talk

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  • 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

  • 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.


    Jason Schaeffer | Customer Advocate |

  • 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.

  • Sergey Kandaurov

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

  • 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.

  • Sergey Kandaurov

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

  • Christine Felicia
    Zendesk Engineering
    Hi Sergey,

    Glad to hear that. Thanks for letting us know! 

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