How do I set up the routing for customers that call my Talk phone number?
Once you have added a phone number within Talk, you can set up the routing for that number within Admin Center.
This article covers the following sections:
- Confirm you have a Talk number enabled and set up agent groups
- Manage your Talk line settings
- Select the agent groups that will receive calls
- Set up the greetings for your phone line
- Configure advanced permissions if necessary
- Verification steps and video walkthrough
- Additional resources
- You must have a Talk Team plan or higher. If you need to confirm your plan level, contact the owner of your account and have them view the plan subscription.
- You must be an administrator in the account.
Confirm you have a Talk number enabled and set up agent groups
Set up at least one group of agents who will serve calls in the account. See the articles below for more information:
Manage your Talk line settings
Configure the permissions for your phone line. Open Admin Center, click Channels > Talk and email > Talk, and Open Lines. Click into the phone line you want to set up and configure the settings. For instructions on how to configure each of these settings, see the article: Managing Talk line settings.
On higher plan levels, you can use an IVR to allow callers to choose their call destination by presses a key when they call in. Here is an example of how an IVR allows customers to choose between multiple options when they call in:
If you wish to set up an IVR instead of routing calls directly to groups of agents, see the article: How do I set up an IVR?
Select the agent groups that will receive calls
Choose which agent groups will receive calls. For more information, see the article: Routing incoming calls to groups of agents. If you have a Professional plan level or higher, you can also configure an IVR menu to allow users that call in to route themselves using key presses. For more information, see the article: Routing incoming calls with IVR.
Set up the greetings for your phone line
Record and set the greetings for your phone line. For more information, see the article: How do I add a new greeting?
Configure advanced permissions if necessary
If your plan allows, you can route calls based on business hours and practice transferring a call, including a warm handoff. You can also choose to serve calls on a personal phone rather than from your web browser. For more information, see the article: How do I take calls on a personal or desk phone?
Verification steps and video walkthrough
Have your agents set their Talk agent state to Online and perform a test to route a call to them by calling your Talk number.
See below for a video demonstration of the steps listed above:
For an example of how to escalate a call between agents in Talk, see the video:
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