Recent searches
No recent searches

Rohan Gupta
Joined Apr 14, 2021
·
Last activity Feb 25, 2025
Following
0
Followers
0
Total activity
173
Votes
0
Subscriptions
95
ACTIVITY OVERVIEW
BADGES
ARTICLES
POSTS
COMMUNITY COMMENTS
ARTICLE COMMENTS
ACTIVITY OVERVIEW
Latest activity by Rohan Gupta
Rohan Gupta commented,
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
View comment · Posted Feb 19, 2025 · Rohan Gupta
0
Followers
0
Votes
0
Comments
Rohan Gupta commented,
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
View comment · Edited Jan 31, 2025 · Rohan Gupta
0
Followers
0
Votes
0
Comments
Rohan Gupta created an article,
Announced on | Rollout on |
January 24, 2025 | January 23, 2025 |
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?
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.
Edited Jan 24, 2025 · Rohan Gupta
1
Follower
2
Votes
0
Comments
Rohan Gupta commented,
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
View comment · Edited Jan 17, 2025 · Rohan Gupta
0
Followers
0
Votes
0
Comments
Rohan Gupta commented,
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
View comment · Edited Dec 16, 2024 · Rohan Gupta
0
Followers
0
Votes
0
Comments
Rohan Gupta commented,
Hi Bruno,
Thanks for raising the feedback!
With native Talk IVR, collecting a random input in IVR is not possible at the moment.
However, we are soon releasing a capability to forward calls into Zendesk using SIP protocol this quarter (details coming soon!). This could allow an advanced IVR to be integrated with Zendesk Talk e.g. that collects inputs and passes them on the ticket (in your case using custom ticket fields) to be displayed to Zendesk agent.
Another option using SIP can be to collect a customer number by bringing an external virtual agent which can interact with the caller in lifelike voice and collect information to be added to the ticket.
Thanks
Rohan
View comment · Posted Oct 30, 2024 · Rohan Gupta
0
Followers
0
Votes
0
Comments
Rohan Gupta commented,
Hi Kelly,
Thanks for highlighting the concern with transfer to external number. Currently we do not have an in-product workaround for this particular case and will add this to the backlog.
Thanks
Rohan
View comment · Posted Sep 11, 2024 · Rohan Gupta
0
Followers
1
Vote
0
Comments
Rohan Gupta commented,
Hi Aaron,
Thanks for feedback! We agree agent should not be spending more time than needed to interact with the call console while on outbound call. We will note the feedback in the backlog for future consideration.
Thanks
Rohan
View comment · Posted Sep 11, 2024 · Rohan Gupta
0
Followers
0
Votes
0
Comments
Rohan Gupta commented,
Hi Joanne,
The ability for agents to pause call recording via a toggle in call console is already available. Article
However, I would like to drill-in a bit more on auto pause.
Is the case where call needs to be transferred to a third for collecting the payment should the recording auto-pause? or When the agent is collecting cc information on the call the recording should auto pause?
Thanks
Rohan
View comment · Posted Sep 11, 2024 · Rohan Gupta
0
Followers
0
Votes
0
Comments
Rohan Gupta commented,
Hi Joanne,
The ability for agents to pause call recording via a toggle in call console is already available.
However, I would like to drill-in a bit more on auto pause.
Is the case where call needs to be transferred to a third for collecting the payment should the recording auto-pause? or When the agent is collecting cc information on the call the recording should auto pause?
Thanks
Rohan
View comment · Posted Sep 11, 2024 · Rohan Gupta
0
Followers
0
Votes
0
Comments