Question
Can I switch off inbound calls and only have my agents making outbound calls?
Answer
No, Zendesk doesn't offer the option to disable inbound calls. However, there are some workarounds to achieve this workflow:
- In Talk, create a custom IVR to have no voicemails by leaving the configure route options blank. Record a greeting that explains that you don't accept calls and an appropriate way to get in contact with your support team. The customer hears the recording three times, and the call ends.
- In Support, add a holiday each year that covers the full year. Holidays can only be scheduled two years in advance which means you need continuous maintenance. With this schedule, route calls based on business hours in Zendesk, and the calls go automatically to voicemail.
2 comments
Devin Snelling
Is there a way I can mute or re-route incoming calls within Zendesk Sell?
I want to be able to make outgoing calls, but I do not want to receive calls during certain hours.
0
Christine
With Sell Voice, you can set your Inbound call settings in Sell Settings > Voice and Text > Connection > When you're not available.
When someone calls your Voice phone number while you're using Sell, you are notified in your Sell window.
If you don’t answer, or your computer is off, or you click to transfer, the call is forwarded to the transfer number that you provided during setup. This can be a desk phone or a mobile phone.
Note: Voicemail for Sell Voice is available through the Voicemail EAP, you can sign up to try out this feature here.
If you are on your Voice line when someone tries to call you, or you click to ignore, the caller receives a message that you are not available.
Hope this helps!
0