How can I forward calls to an external number from Zendesk Talk?

Question

I want to transition traffic from my Zendesk Talk number to a new phone number. How can I forward calls to an external number from Zendesk Talk?

Answer

To forward calls made to a Talk phone number, route calls to a group and use call overflow:

1. Create a new group. The group needs to be empty, so don't assign any agents to this group.

   Tip: Use a descriptive name for this group, so you can easily identify it in your settings later on.

   

2. Route calls to the group you created before, and select the option Always route calls.

   Tip: If you don't see the new group, reload the Talk settings page.

   

3. Disable voicemail for your Talk phone number
   

4. Enable overflow calls, and insert the phone number where you want to route calls. It can't be a number in Talk.

   Note: A toll-free number can't forward calls to an external number. To learn more, see Can I forward calls from my current toll-free number to my Talk toll-free number?

   

Note: If your account uses omnichannel routing, each call assigned to the group you created in step 1 generates a new open ticket, even if you forward the call to an external number. To close these tickets automatically, set up a trigger to solve them.