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Agent forwarding is limited to one phone number.

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James Persson

Publicado 28 abr 2022

Currently, agent forwarding is limited to one phone number. 

Would be great if there was a toggle for other numbers instead of having to manual delete and re-enter each time you swap your number.

Real-life example:

Forwarding calls to personal mobile when outside the office or when busy to 3rd party assistant's phone number.

How I imagine the UI to look.

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    Rohan Gupta

    Zendesk Product Manager

    Hi James,

    Thanks for the feedback!

    We do not have this functionality on our roadmap. We are adding it to the backlog for future consideration. 

    A potential workaround for this problem can be to use overflow number capability - where if the call is missed by all the agents it gets routed to the pre-configured overflow number. This functionality though does not work on the agent level but is configured for the phone number. 

    Thanks

    Rohan 

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    James Persson

    Or implement the mobile app below, but I think my suggestion above should help a lot before the potential Talk app comes along, as you can forward it to an assistant who can try to transfer to other lines or ask the right questions to make a new ticket.

    https://support.zendesk.com/hc/en-us/community/posts/4409222561562-Zendesk-Talk-Mobile-App

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