Talk transfer to voicemail

3 Comments

  • Jessie Schutz
    Zendesk team member

    Hi Cory! I see you opened a ticket about this as well, but I checked on a few things with one of our Talk experts and I think I have a solution for you.

    Because of the way that Talk works, transferring to a Group will result in the outcome you've been experiencing. However, you can transfer the call by direct dialing the number associated with that group, and have the call route the way you were expecting.

    It's a slight change of process when transferring these calls, but it should do what you need it to! I hope that helps!

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  • Cory LaPlante

    Thanks Jessie!  That definitely works, but raises another couple questions.  Is there a way to see that direct number when I'm transferring a call?  For example, if I'm transferring to an agent named Cory and I type "Cory" into the search from within the transfer screen, I can see the group to which that number belongs (something like _Phone Cory, which only has one member within the group), and I can see the name of the agent, but I don't see the number itself using the nickname that I've given it (which in this case would be something like Cory 555-555-5555).  Since all three have "Cory" in them, I was surprised to see the others but not see that phone number.

    Also, is there a way for us to either preset the amount of time before the call goes to voicemail, or force a decline when we know the person isn't at their desk?  Telling a client to wait for 30 or 40 seconds before the voicemail picks up doesn't sound like it should be a big deal, but even an extra 20 seconds beyond what they're used to waiting before being able to leave a message isn't winning us any friends.
    I appreciate your help with this!
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  • Amie Brennan

    Hey Cory, 

    I'm going to create you a ticket for this and I'll meet you in there so we can troubleshoot this further from there. :)

    Best,

    Amie

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