Coming soon in GA: Understanding changes between existing Talk functionality and omnichannel routing

4 Comments

  • Shayan Moussawi

    Hello Rob, 

    Just a few questions, to be sure I understood these limitations correctly. 

    Do I understand the first point in that it is only possible to have a single group for Talk routing overall? Or is it referring to not being able to setup a fallback group in case the first group doesn’t respond?

    So if I had a product team and a billing team, would I be able to route call Tickets to both depending on category via Triggers, or is it only possible to have a single Talk group?

    Also how does Talk Partner Edition play into this, is it supported? Or is this functionality only for native Zendesk Talk?

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  • Rohan Gupta
    Zendesk Product Manager

    Hi Shayan,

    Thanks for reaching out!

    Below are the answers to your questions-

    Do I understand the first point in that it is only possible to have a single group for Talk routing overall? Or is it referring to not being able to setup a fallback group in case the first group doesn’t respond?

    It is referring to not being able to setup a fallback group inside the phone number routing settings in case the first group does not respond. You will still be able to configure different groups for different phone numbers in Talk. You will also be able to configure triggers to route to a different group based on the condition configured. If no agents pick up call for the whole queue waiting time duration calls will be routed to voicemail or overflow depending on the configuration.

    So if I had a product team and a billing team, would I be able to route call Tickets to both depending on category via Triggers, or is it only possible to have a single Talk group?

    With two teams product team and billing team - call tickets will be able to go to different groups depending on any condition configured on the trigger configuration. Here is the list of trigger conditions.

    Also how does Talk Partner Edition play into this, is it supported? Or is this functionality only for native Zendesk Talk?

    Unfortunately, Talk Partner Edition is not supported in the first version of the release. It is only for Zendesk Talk. We will let the community know when we have plans for Talk Partner Edition in omnichannel routing.

    Thanks

    Rohan

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  • Rohan Gupta
    Zendesk Product Manager

    Hello Everyone,

    Hope you all are keeping well!

    I have published an update to this article, including an additional change for the initial release.

    Description: If all agents are offline or transfers only, calls will still remain in the queue until maximum queue waiting time is reached before going to the voicemail. We recommend setting up business hours to accomplish the out of hours requirement.

    We acknowledge this might be a limitation for the initial release, we will be working towards including the functionality to "send calls to voicemail if all agents are offline or transfers only" post the first release.

    Thanks

    Rohan

     

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  • Rohan Gupta
    Zendesk Product Manager

    Hi everyone,

    Update on the limitation highlighted on 2nd September, 2022.

    If all agents are offline or transfers only, calls will still remain in the queue until maximum queue waiting time is reached before going to the voicemail. We recommend setting up business hours to accomplish the out of hours requirement.

    We are able to overcome this limitation in the initial release itself. I have deleted it from the above document.

    This functionality will continue to work as it works now, that is, if all the agents are either Offline or Transfers only calls will go to voicemail or overflow based on the phone number configuration.

    Thanks

    Rohan

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