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Is it possible to route calls from different brands' numbers (from different zendesk instances) to one single agent?

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YC L

Posted Aug 20, 2024

Hi all,

 

Suppose I have 3 separate Zendesk accounts serving 3 different brands, respectively. Each Zendesk has one phone number being public to end customers. While I have only one agent who can answer calls, is there a solution to route calls at the 3 different numbers and make sure *only* one call will go through to agent at one time? As one person can answer one call at the same time. 

 

Thanks.

 

 

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    James Grose

    Hello,
    Yes, it is possible to route calls from different brands' numbers (from different Zendesk instances) to a single agent. This can be done by integrating Zendesk Talk with a third-party telephony provider that supports advanced call routing features or by using a centralized call center software.

    In such a setup, the telephony provider routes the calls from multiple brand numbers (associated with different Zendesk instances) to a single agent's phone line or softphone. The agent would then handle calls from multiple brands through the centralized system, but the call information and context can still be logged into the respective Zendesk instances for tracking and reporting.

    To implement this, you'll need to ensure:
    1. The telephony provider is capable of handling multi-brand/multi-instance routing.
    2. The integration between the telephony system and Zendesk is properly configured to update the respective Zendesk instance when a call is answered.

    This approach helps manage multi-brand support while maintaining separate data in each Zendesk instance.
    mydestinycard 

    Thanks
     

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