You can configure when calls are routed to available agents based on your scheduled business hours. Before you can assign a schedule to a number, you’ll need to set up the schedule. The following Zendesk plans support creating schedules:
- Suite Growth and Professional or Support Professional - supports one schedule
- Suite and Support Enterprise plans - supports multiple schedules
For help creating schedules, see see Setting your business hours and holidays.
To set routing for a Talk number
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
- Select the Lines tab.
- Click the number you want to set a schedule for.
- Click the Routing tab.
- Next to the Schedule field, select a schedule from the drop-down field:
- Business hours: Route calls to this number only within your scheduled business hours.
- Always route calls: Always route calls to this number, regardless of your scheduled business hours.
Note: When calls are still in the queue at the end of business hours and no agents are online, calls will remain in the queue for the maximum wait time you've configured. - When you are finished, click Save changes.
8 comments
Benedikt Badke
Hi,
Is it possible to have two different numbers which are working separately on different timetables in Zendesk Talk? (One number on working hours and the other one for the support 24/7)
Thank you for your help!
0
Dane
Yes it's possible.
For the first Line, you'll need to set a Schedule in the routing option. For the second Line, you'll just have to select "Always route calls".
Hope this helps!
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Nico V
Hi!
To my understanding, the option Dane suggested, requires two different phone number.
Whereas, I would like to set from the same phone number, the IVR to teams with different work hours.
1> team A
2> team B
team A works on work hours. When it is closed, the customer received the callback option.
team B works 24/7.
Is it possible or I must use 2 different phone numbers?
Thank you!
0
Dane
If Team B is working 24/7 there's no need to setup a schedule for it. Once you go to Lines > Routing you can route calls to Team A and Team B and make Team A the primary group. This way, you will make sure that every time Team A is logged in, they will get most of the incoming calls first. This is possible even without the use of IVR.
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Nico V
Hi Dane,
The option is interesting but not suitable because Team B and Team A are totally different division.
Team B is not able to answer Team A questions.
Sorry I did not make this clear at first time.
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Roberto Cassarino
Hi,
In Zendesk Talk, if a line has a schedule for specific business hours, a call made outside business hours, but with an agent still online, will be routed to the voicemail or the agent will get the call?
Thanks
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Gabriel Manlapig
Calls that come in outside of your scheduled business hours behave differently depending on how you have configured your Talk line, regardless of whether there's an agent online or offline.
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Kelly Rave
Hi! Is there a way to apply business hours based on IVR selection for a single line? For example, on our main support line, IVR Selection 1 routes to Group A, and and IVR Selection 2 routes to Group B, and I would like to have separate phone schedules set based on the differing business hours of those two groups.
0