Question
When I want to use an existing phone number in Talk, there are two options: Call forwarding and number porting. Which option I should choose?
Answer
If your phone numbers exist outside of Zendesk, using call forwarding can be costly. Porting a number offers an integrated experience, with additional features, such as IVR configuration and routing.
Call forwarding involves the costs below:
- An inbound call to Zendesk from an end user
- An outbound call to a phone number
- Additional call charges from an existing phone carrier or provider
Porting a number involves these costs:
- An inbound call to Zendesk from an end user
- An agent leg cost, which is affordable when your agent answers from a web browser