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Routing incoming calls to groups of agents



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Rob Stack

Zendesk Documentation Team

Edited Jun 21, 2024


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24 comments

https://support.zendesk.com/hc/en-us/articles/216040137/comments/360005361833

Was this issue ever addressed? I am having the same problem. 

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Michael Froeming

Zendesk Customer Care

Hi Keith,

My name is Michael with Zendesk support.

I created a private ticket for you for further investigation of your Talk routing issue. You can expect an email for the private ticket shortly.

Best,

Michael Froeming | Senior Customer Advocacy Specialist

NEW - Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

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Hi, I have the use case where our organization have multiple lines and different group (i.e Sales Group and Support Group). Do you have solutions to make calls from a certain line a priority? For example, if we have only one agent from the support team who is online while we have incoming calls to both the support line & sales line, is it possible to make the call to sales line priority regardless of which team are online? Thanks

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi @... - 

We can make calls to a certain line a priority, yes.  Details Here.

Hope this helps!

Brandon

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Agent A - Phx Voice, Phx SMS, Tucson SMS

Agent B - Tucson Voice, Phx SMS, Tucson SMS.

 

Because we have a phone call need through the voice product for both groups and an SMS need through the voice channel for both groups, I am struggling to understand the voice routing to achieve the desired result

When I go to Admin Center, Channels, Text and select the line I want to configure, I can change the group.

How does changing the routing for SMS impact the routing for Voice calls?  I want my SMS to go to one group and my Voice to go to a different group but they both use the same phone number.

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Katie Meek -

Per this thread, you should be able to route texts independently of the Voice routing.

Please let the support team know if you experience something different!

Brandon

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Is there a way to add an abandoned or missed call (voicemail) ticket depending on the phone line they called?

We have two phone numbers. One for customer support and one for staff support. Half our team are trained to handle both, but the other is trained only in customer support.

Right now, missed and abandoned call tickets for staff are assigned to our default customer support group, and I can't find a way to assign them to our staff support group.

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Justin H

Zendesk Customer Care

Hey Michael, 

Justin, here, from Zendesk Support. I'm going to pull your inquiry into a ticket for us to further investigate. Be on the lookout for an email from us. 

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During non business hours we have one on call agent who is in charge of answering calls. If for some reason this agent does not answer a call we would THEN like it to go to other agents. Would making primary and secondary groups work for this use case? Also, the on call agent is not consistent. There is a rotating schedule among the agents. Is there a way to schedule this in advance?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hi Jessica Fleming,

Thanks for chatting in.  This is exactly the use case for primary and secondary groups!

You can have more than one agent in the group, but only one agent 'online' at any given time.

For scheduling, I would recommend taking a look at a Workforce Management tool such as TymeShift.

Hope this helps!

Brandon

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Justin H I had the same query as Michael, I wonder if you can shoot over some advice regarding that at all, please?

'...missed and abandoned call tickets for staff are assigned to our default customer support group, and I can't find a way to assign them to our staff support group.'

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Dane

Zendesk Engineering

Hi Rina,

I have created a ticket for you to look into this further. Please wait for my update via email.

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Is it possible to only get calls from a certain line routed to you? Basically, I want my team to handle all calls, but I have a couple of separate lines that we added to our system for a different brand that we are testing and I want those calls specifically related to that brand to ONLY come to me. Nothing else. I have tried this with groups, but I think it requires me to only have access to that one exclusive group, unless I am doing it wrong?

 

Brand A - Call team

Brand B - Only Me

Basically, I don't want any calls from Brand A, But I want to be able to see the tickets that come in for Brand A.

Brand B is only for me for testing.

 

Is this possible?

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Hi Vernelle, 
 
Looks like one of our agents is helping you out in your other ticket.

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Hi @...,

 

Yes, we resolved the issue. it wasn't exactly what I was looking for but it works.

 

Thank you for following up.

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Hello, what about receiving text messages?  We just added a phone number for a "vip/concierge" service.  We want customers to text this number for 1-1 help with their shopping. Is there a way to route text messages to different numbers to a specific group? It looks like it is only possible with phone calls? 

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Sabra

Zendesk Customer Care

Hey Rose! You can select the group to associated with the a line's Text functionality by following the steps here: Editing settings for a Text number

 

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Is there a way to route calls on one line to different groups based on the Organization. For example, if the Organization's group is set to Group 1, will calls route to Group 1 first?

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Tony

Zendesk Customer Care

Hi there!
I'm afraid that's not possible at the moment. But thank you for the feedback. We'll redirect that to our product team.
 
Have a nice day,

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is there a similar option for fallback queues when using omnichannel statuses?

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Is there a way to only route calls to a secondary group if a certain hold time has been exceeded?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Amanda L. & Marilyn Silva,

Zendesk's Talk product is hard-coded to try to minimize wait times.  While the option to fallback to a second group exists, there is nothing that can 'delay' that fallback if no agents in the primary group are available.

That said, and this *may or may not work for your situation,* I did solve for this with the following configuration.

  • Set Max Wait Time To 2 Minutes For All Calls
  • Set Your Primary Phone To Route To Your Primary Group
  • Rather Than Fallback, Use 'Overflow' Similar To Answering Services
  • Setup A *Second* Zendesk Talk Number To Receive The Overflow Calls
  • Route The Secondary Line To The Secondary Group or Voicemail If Unavailable

A couple of caveats:

  • You will get double charged for the talk time
  • Voicemails will not revert to the primary group
  • This can be fixed with a Trigger (If Ticket Created, Voicemail, Group B > Set Group A

Regarding Omnichannel Status, it is going to follow the same capacity rules as other tickets, so time on hold won't be something that impacts this configuration.  Hope this helps!

Brandon

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I have IVR routing set up to go to group A (consists of one agent), then move on to group B (multiple agents) if it is not answered. When the agent in Group A's status is set as Away, agents in group B are reporting that calls are showing as being forwarded from that agent. How can I fix this so the routing doesn't show as forwarded?

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Brandon (729)

Zendesk LuminaryUser Group LeaderThe Humblident Award - 2021Community Moderator

Hey Kathleen Burggren -

 

Best practice here is for Agent A to either be online or offline (not away).  This way the call should either ring through or auto-fail over to Group B.  Hope this helps!

 

Brandon

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