Can I use phone number as an information line only?

Question

Can I use a Zendesk Talk number as an information line only?

Answer

Although Talk was not designed for this purpose, it is possible to achieve this type of setup. First, create a dummy group in your account but do not assign any agents to that group. Then, route all calls to the dummy group to ensure that no calls ever get routed to actual agents even when they are online.

To set up this workflow

1. Create a custom voicemail greeting and assign it to the appropriate number.
2. In Admin Center, click the Channels icon () in the sidebar, then select Talk and email > Talk.
3. Select the Lines tab.
4. Click on the line you wish to set up.
5. Under Settings, select None for Available Agents greeting (voicemail off).
6. Click the Voicemail tab. Disable Voicemail and make sure to select the custom voicemail recording for Greeting (voicemail off). This is the recorded information you want your callers to hear.​
7. Click the Routing tab and select Always route calls and enable Group Routing to the dummy group. In the example below, the group is called 'Talk group (no agent)'.
   

This setup will play the message one time and then disconnect the call.

Alternatively, set up an IVR with no options selected. The IVR message plays three times and then hangs up if you want it to repeat the message.