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How to configure call routing based on time?
Answered
Posted May 25, 2022
Hello,
I need help trying to set up my call routing properly while keeping different messages based on a schedule.
We are trying to have a message that appears during business hours and routes to an agent in a certain group(support team). Then another message for after-hours that routes to another group(on-call team). We can accomplish this using a failover number but you cannot use a Zendesk Talk number for a failover number. Currently, we have Always Route Calls so that the calls will properly come in but this only allows for a single call message.
Appreciate any insights or help. Thank you.
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2 comments
Dekbi
At this time, unfortunately, we don't support setting multiple schedules when routing calls for a single Talk Line. What I recommend is to have a different Talk Line per schedule and groups that would be receiving the calls.
For your reference: Routing calls based on business hours.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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Matt Ross
Hello, I have a similar use case that would benefit from a more detailed schedule. Our call center consists of people working set shifts on their own or in pairs. I'm searching for the ability to set a schedule of when each person will be on shift, and direct the calls to them during their on-call hours.
For example, if John is on-call from 4 PM to 8 PM, and Jane is on-call from 8 PM to 12 AM, I'd want the calls to route exclusively to John during his shift, then exclusively to Jane during her shift.
I understand that this is currently not possible, except with a slightly hacky work-around with multiple schedules from Enterprise edition, so it'd be amazing to see this feature added.
Thanks, Matt
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