Rohan Gupta

Hi Eric,

Update: The functionality is still in the backlog but not on the roadmap for 2025, and will be reconsidered from a planning point of view for 2026. 

In the meantime: We delivered on queues with omnichannel routing that would enable calls to be routed to multiple groups in the event the primary group can't answer the call, decreasing the average wait time. That capability combined with the ability to set skills to answer a specific set of questions will further decrease average wait time.  Call also keeps on circulating amongst agents which can also avoid it being going to voicemail when agents are available.

Thanks

Rohan

Hi Therese,

Thanks for feedback!

The functionality is in our backlog but not the roadmap for 2025. This will be considered alongside other items for prioritisation next year.

Thanks

Rohan

Hi Josefa,

We are in the discovery phase to revamp overall roles and permissions in the voice product. This is not in the 2025 roadmap from a development standpoint and will be prioritized alongside other items for 2026.

Thanks

Rohan

Hi Martin,

Thanks for reaching out!

As alluded to in the official comment in the community post, the functionality is already available if you use omnichannel routing. (Links are attached with the official comment) The call will re-try agents in the group and keep circulating if agents decline.

To note - We do not have plans to implement this functionality separate from omnichannel routing and we encourage you to use omnichannel routing.

Thanks

Rohan

Thanks for providing your use case. We acknowledge repeating the option multiple times is not a good user experience when a high volume of callers need to be directed to the default route.

The intention of the default route at the moment is to function as a fallback route to direct callers if they don't find a suitable option in the IVR. The above improvement is in the backlog but not on short-term roadmap. We will keep the thread updated when the situation changes. 

However, till we solve this problem, the option is to list all the routes on the IVR and ask the caller to press the selection.

Hi Giga Paitchadze , For your case, is it possible to create IVR level such that press 1 for First Language and press 2 for English? And use the default route only if the caller does not press anything out of the two languages. This might make the IVR a level deeper but may solve the caller waiting for the repeat option 3 times.

Thanks

Rohan

Hi Anastasija,

Thanks for leaving the feedback.

To understand the problem better, I am dividing the callback greeting into three parts. Let us know in which area you are facing the issue.

1) Callback greeting: You can record your own greetings in the language your call center operates. 

2) Confirming the caller's phone number: You can select the language where system asks the caller to enter the number. This message is available in multiple languages including the ones highlighted by you, just the script of the message cannot be edited. 

3) Call back confirmation: You can record you greeting in the language your call center operates. 

Thanks

Rohan

Hi Nick (Agent) ,

We recently released the ability to add IVRs to SIP lines. Here is the announcement. Hopefully, now you can utilise the SIP capability. Let us know of any more feedback.

Thanks

Hi Julien Poirot , 

If you can share with us what is the use case you are trying to cater to with SIP-OUT?

Outbound calling via SIP-OUT is planned for later this year, don't have exact dates yet, but will keep the community posted.

Thanks

Rohan

We're excited to announce the addition of Interactive Voice Response (IVR) capabilities to Talk SIP-IN lines.

This announcement includes the following topics:

• What is changing?
• Why is Zendesk making this change?
• What do I need to do?

What is changing?

Since we released the SIP-IN capability in Talk, we've continued to improve the experience and add new capabilities. With this release, SIP-IN lines can now use phone trees (IVR), enhancing call management beyond simple group routing. 

Adding IVR support to a SIP-IN line is similar to adding IVRs to Talk phone numbers. You can use your existing Talk IVRs with a SIP-IN line.

All current IVR options are supported on SIP-IN lines. The caller number to complete IVR actions is extracted from the “from” SIP URI, and the SIP-IN line associated outbound number is used to call an external number when selected by the caller. 

Read more about Talk IVR trees.

Why is Zendesk making this change?

Our goal is to continue to improve support for customers who use SIP lines. We've received feedback that many customers want to use phone numbers hosted on external carriers (BYOC) while leveraging Talk and IVR functionalities. You can now use the intuitive and seamless call routing experience we offer for standard phone lines by enabling IVR on SIP-IN lines.

What do I need to do?

IVR support for SIP-IN lines is available on Professional and Enterprise plans for all customers. Check the routing tab for your SIP line to enable IVR support. For more information, see Routing incoming calls with IVR.

If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.

Hi Everyone,

Thanks for the feedback!

I am coming on this thread with a couple of workarounds which might be beneficial for obtaining the above functionality:

1) Using triggers to update the ticket: A custom ticket field can be created, such as Agent_Context - which can be populated by a trigger with the relevant information. Which in turn will be displayed to the agent on the ticket when the agent picks up the call. Any trigger conditions can be used in combination to populate the ticket with relevant context.

In this respect, an internal note comment can also be populated with relevant information via a trigger.

Example:

2) The phone line can be assigned a nick-name which will be shown to the agent when picking up the call. Right nickname can help agent identify which line the call is coming on.

Hope these help!

Thanks

Rohan 

Hi Nick,

Thanks for raising the feedback.
1) We are working to enable IVR and callbacks on SIP lines early next year hopefully in Q1, 2025.

2) Outbound calling over the SIP line - is also on the roadmap for next year 2025.

3) Failover functionality, blocked numbers and configuring via APIs are in the backlog but not on the roadmap yet. If you feel strongly regarding any of these, please voice your opinion and highlight the use case in feedbcak community, it will be helpful to us from a planning point of view. 

Thank You!

Rohan