Announced on | Rollout on |
January 24, 2025 | January 23, 2025 |
We're excited to announce the addition of Interactive Voice Response (IVR) capabilities to Talk SIP-IN lines.
This announcement includes the following topics:
What is changing?
Since we released the SIP-IN capability in Talk, we've continued to improve the experience and add new capabilities. With this release, SIP-IN lines can now use phone trees (IVR), enhancing call management beyond simple group routing.
Adding IVR support to a SIP-IN line is similar to adding IVRs to Talk phone numbers. You can use your existing Talk IVRs with a SIP-IN line.
All current IVR options are supported on SIP-IN lines. The caller number to complete IVR actions is extracted from the “from” SIP URI, and the SIP-IN line associated outbound number is used to call an external number when selected by the caller.
Read more about Talk IVR trees.
Why is Zendesk making this change?
Our goal is to continue to improve support for customers who use SIP lines. We've received feedback that many customers want to use phone numbers hosted on external carriers (BYOC) while leveraging Talk and IVR functionalities. You can now use the intuitive and seamless call routing experience we offer for standard phone lines by enabling IVR on SIP-IN lines.
What do I need to do?
IVR support for SIP-IN lines is available on Professional and Enterprise plans for all customers. Check the routing tab for your SIP line to enable IVR support. For more information, see Routing incoming calls with IVR.
If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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