Routing incoming calls to groups of agents

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15 Comments

  • Revel Transit

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

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

    0
  • 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

    0
  • Theresia Londong

    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 Tidd
    Community Moderator
    The Humblident Award - 2021

    Hi @... - 

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

    Hope this helps!

    Brandon

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  • Katie Meek

    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 Tidd
    Community Moderator
    The Humblident Award - 2021

    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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  • Michael H

    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.

    1
  • 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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  • Jessica Fleming

    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 Tidd
    Community Moderator
    The Humblident Award - 2021

    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

    1
  • Rina

    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.

    0
  • Vernelle

    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?

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Vernelle, 
     
    Looks like one of our agents is helping you out in your other ticket.
    1
  • Vernelle

    Hi @...,

     

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

     

    Thank you for following up.

    0

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