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Call routing, greetings, IVR, and recordings
Articles that answer questions and help solve issues regarding call routing, greetings, IVR, and call recordings.
Can I automatically change my voicemail greeting based on the day of the week?
Edited Jan 06, 2025
0 votes · 0 comments
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Why isn't the greeting audio in my account's language?
Edited Sep 30, 2024
0 votes · 0 comments
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Why is there a delay between my IVR initial greeting and the default option?
Edited Aug 21, 2024
1 vote · 0 comments
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When I upload an IVR greeting I receive this message: Error creating greeting
Edited Aug 19, 2024
0 votes · 0 comments
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Can I disable the agent wrap-up feature after calls?
Edited Mar 07, 2024
0 votes · 0 comments
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What is the difference between call length and call duration?
Edited Apr 04, 2024
0 votes · 0 comments
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Using Talk, can I inform callers of their queue position?
Edited Feb 27, 2024
3 votes · 0 comments
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How can I forward calls to an external number from Zendesk Talk?
Edited Nov 26, 2024
0 votes · 1 comment
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How does call routing work with omnichannel routing?
Edited Jan 10, 2025
1 vote · 0 comments
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How can I download a greeting from Talk?
Edited Nov 20, 2024
3 votes · 8 comments
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8
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When is maximum queue wait time ignored?
Edited Mar 11, 2024
0 votes · 1 comment
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Can I route inbound calls to one Zendesk Talk line evenly among multiple groups of agents?
Edited Jan 20, 2025
0 votes · 0 comments
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How can I redirect calls to another number when all my agents are offline?
Edited Sep 01, 2023
0 votes · 0 comments
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What happens to calls outside of scheduled business hours?
Edited Nov 29, 2022
0 votes · 8 comments
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8
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In what order do Talk greetings play?
Edited Jan 19, 2024
4 votes · 3 comments
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3
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Can I download call recordings?
Edited Jan 11, 2024
9 votes · 7 comments
9
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7
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Can I route calls to all agents, or to specific individual agents?
Edited Jan 20, 2025
9 votes · 12 comments
9
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12
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How are calls routed to my agents in Talk?
Edited Feb 11, 2025
11 votes · 24 comments
11
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24
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IVR greeting repeats multiple times
Edited Apr 04, 2024
2 votes · 8 comments
2
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8
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Why do I see "Recording not available" in my recordings?
Edited Nov 24, 2023
8 votes · 10 comments
8
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10
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How should I format audio files for custom greetings?
Edited May 31, 2024
2 votes · 0 comments
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Can I preview the greetings my customers hear when they call?
Edited Mar 11, 2024
0 votes · 0 comments
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Why are some transferred calls left waiting indefinitely?
Edited Jan 15, 2025
2 votes · 10 comments
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10
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Edited Oct 18, 2023
2 votes · 0 comments
2
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Why doesn't my IVR greeting play?
Edited Mar 11, 2024
2 votes · 2 comments
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2
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Can I recover IVR recordings after a plan downgrade?
Edited Sep 01, 2023
1 vote · 0 comments
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Can I use an IVR menu to route calls after hours?
Edited Mar 11, 2024
6 votes · 0 comments
6
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Can I move my greetings between Zendesk accounts?
Edited Aug 21, 2024
5 votes · 4 comments
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4
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