Routing calls based on business hours

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  • Benedikt Badke


    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!

  • Dane
    Zendesk Engineering
    Hi Benedict,
    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!
  • Nico V


    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!

  • Dane
    Zendesk Engineering
    Hi Nicola,

    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.
  • 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.

  • Roberto Cassarino


    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?


  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Roberto,
    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.
    • Calls outside of scheduled business hours are routed to your overflow number if you have enabled overflow.
    • If you do not have overflow enabled but do have voicemail enabled, calls will be routed to voicemail.
    • If you do not have overflow routing or voicemail enabled, the caller will hear the voicemail off greeting.
    I hope that answers your question. Thank you!

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