For each of your Talk lines, you can choose to route incoming calls to only the agent groups you choose.
If your plan includes it, you can route calls using IVR instead of group routing. For details, see Routing incoming calls with IVR.
If you’re using the Agent Workspace, you can route calls using omnichannel routing. With omnichannel routing, calls can only be routed to a single group.
To route calls to specific groups
- In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
- Click the Lines tab.
- Click the number you want to edit.
- Click the Routing tab.
- In the Group Routing section, select one or more groups to route calls to. If you
don't enable a group, calls are routed to all available agents.
- If you chose more than one group, also choose a default group from the drop-down menu next
to Default group. Calls are routed to the default group first if agents in that group
are available. If no agents from any of the selected groups are available, resulting
voicemails are also assigned to the default group.Note: When three or more groups are selected, there is no hierarchy to the non-default groups; all Talk-enabled agents in those groups are put into a single assignment pool. Call routing is determined by an agent's online status.
- When you are finished, click Save changes.
Note: If call recording is enabled, recording continues after you transfer a call internally (to another agent or group) or externally (to an end-user or external number).
Was this issue ever addressed? I am having the same problem.
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.
Michael Froeming | Senior Customer Advocacy Specialist
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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
Hi @... -
We can make calls to a certain line a priority, yes. Details Here.
Hope this helps!
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.
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!
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.
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.
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?
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!
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.'
I have created a ticket for you to look into this further. Please wait for my update via email.
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?
Looks like one of our agents is helping you out in your other ticket.
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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