Routing incoming calls to groups of agents

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6 Comments

  • Keith

    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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