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 phone number in Talk, use a combination of group routing and call overflow:
-
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. -
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. - Disable voicemail for your Talk phone number.
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Enable overflow calls, and insert the phone number where you wish to route calls to. It cannot be a number in Talk.
Note: A toll-free number cannot forward calls to an external number. To learn more check this article: Can I forward calls from my current toll-free number to my Talk toll-free number?
Note: If your account has omnichannel routing enabled, every incoming call assigned to the group you created in step 1 will generate a new open ticket, even if you forward the call to an external number. To automatically close these tickets, you can set up a trigger to set them as solved.
1 comment
Pawleta K.P., Krzysztof
Seems overcomplicated. Why can't there be just a simple option - route all calls to an external number?
0