What is the default routing when calls come into my Zendesk Talk account?
Zendesk offers incoming calls to the agent with the maximum time elapsed since the last call attended and is available to take a new call. If an agent misses or declines a call, Zendesk routes the call to the next available agent. If all available agents miss or decline a call, the call routes to voicemail.
The default wait time before a call is routed from one agent to the next is 30 seconds. On some plans, this can be adjusted by altering the Call Offering Time Limit. For more information about available Talk number settings, see the article: Managing Talk number settings.
Additionally, if a caller exceeds the Maximum queue wait time set in your Talk settings, the call may get routed to voicemail before being offered to all agents. For more information on Talk settings, see the article: Enabling Talk and configuring general settings.
Finally, calls do not get routed to all agents at the exact same time but will follow the routing rules outlined above. This is the case for all routing options including the IVR. Routing options can be segmented by routing incoming calls to groups of agents as well as routing incoming calls with IVR.