Outbound calls don't get assigned a call group



  • Brett Bowser
    Zendesk Community Team

    Hey Craig,

    It looks like you had a ticket regarding this issue and one of our agents replied with the following:

    "I was able to confirm that this is the expected behavior for outbound calls. The Call Group attribute is primarily for inbound calls where it determines which group the call was routed to depending on the user's choices in the IVR. Since the outbound call does not go through the same process, the call technically does not have a group, but the ticket that was created from the call does get assigned to the agent or admin's group."

    I hope this helps!


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