Feature request: oveflow number: instead of sending end user number, show the Zendesk talk number
We have three different brands, with each their own Zendesk Talk number.
For all three we have overflow activated if no agents are online, the calls get transferred to a backoffice collegue's mobile phone. He is just a standby person, doesn't has Zendesk and is no agent.
He just sees the original end user who called in, but he has no clue for which brand that end user has called (he doesn't see the Zendesk number that the end user has called...)
Is their a way to send this info to my collegue's phone ? Instead of showing the end user's phone number (which is an unknown number from the thousands of end users that can call), can you configure that it sends the brand's phone number (Zendesk talk number) instead?
At least in that way, that backup collegue can answer in the name of the correct brand, when pickup up the overflow calls..
Thanks for the feedback. No it's not currently possible to configure overflow calls this way. The only workaround right now is for your standby agent to ask some questions at the beginning of the call in order to figure out what the call is about.
Your feedback has been noted and added to our backlog.
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