I contacted the support which suggested to file a feature request here. The ticket I am referring is 5395857.
We have 2 Zendesknumbers in our account and also added a custom number to use.
We have 2 major groups who have to use a specific number for callouts. So group A alsways needs to use the custom number and group B uses one of the Zendesk numbers at the moment. In futire it might be use ful to add more custom numbers, who knows.
In all this it is very important and critical to make sure, that the agent from group A uses the one specific number ONLY for callouts. This must not mix between the groups.
So herefore we need to request the possibility to add a feature that makes it possible to link a specific number to a specific agent - or at least an agent group.
The existing option to pick one of the numbers from the drop down menü in the UI is prone to error. Also sometimes when triggering a call from a ticket, the wrong number can be triggered sometimes. That is bad.
Deactivating numbers for callouts is not sufficient because if I deactivate one number that is not needed for Group A, group B cant work anymore.
I really do hope that this will b eimplemented very soon to make sure that the calling does work as intended and that for sure, eliminating error sources.
Thank You for considering!
Might also be related to https://support.zendesk.com/hc/en-us/community/posts/360031849874
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