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Using overflow only outside of business hours

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Robin Patton

Publication le 27 juil. 2023

Request: That Talk uses voicemails during business hours and overflows to our answering service outside of business hours/holidays. 

Explanation: We would like to only use overflow to our answering service when we are closed (outside of business hours). During business hours, we would like to use voicemail as my team can quickly manage any voicemail tickets and we aren't being charged for minutes by our after hours answering service. 

I've confirmed with ZenDesk that you can not create a setting that allows Voicemails to flow to your team during business hours and then overflow to our answering service after hours. We must manually change the setting at the start/end of each day. 

Impact: With the current requirement that all unanswered calls flow to our after hours service we are incurring fees to take a message vs the message simply flowing directly to one of my agents that may respond quickly OR we incur process/labor costs by creating a daily manual task to change this setting to start/end every day. 

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    Sean Chuang

    Zendesk Product Manager

    Hello,

    Thank you for your question. We will put this on our backlog to prioritise. In the meantime, if you have a development team, you can set a cronjob to perform a scheduled action to set the line to overflow at the desired time. See - here

    Thanks,

    Sean 

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