Set Emergency Greeting and set up for all lines
AnsweredWhen there are outages within Zendesk Talk or the company to where phone assistance is not possible or intermittent, it would be extremely helpful to have a 1-click default setting to cover all lines with the desired set up for an outage, and a 1-click removal that would go back to the default (or previous) settings for all lines. There are multiple clicks per line required to accommodate such changes, and for those with multiple lines (we have 30+), it can be a daunting and time consuming chore.
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Official comment
Hello,
Thank you for the question and suggestion. From a number management standpoint, this is a really good idea and we will put this on our backlog. In the meantime, it is possible to create a script leveraging Zendesk API to manage your numbers so you don't need to manually manage each number.
From a outage standpoint, when the Talk service is down, our system fails all impacted numbers to another number (typically a failover number is not managed thru Talk). So in your example, if there is an outage (which is rare), there should not be any manual work you need to do.
Thanks,
Sean -
Hi Sean, During the last outage, we were still getting calls, but we could not answer them. So the callers were getting our greeting and IVR's etc, but then they were just sitting in queue essentially. If we could update the greeting across all lines that we are having connection issues and may not be able to answer and suggest emailing or something, that would at least set the expectation for the member and they would be less likely to sit in queue for as long.
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