Rohan Gupta

1. Objects and rules
2. ...
3. Workflows
4. Workflow: Using omnichannel routing to manage calls

Hi Ally Elliott, You can add tags based on the phone number the call is received on. Call routing behavior can also be influenced on phone number basis. A trigger condition can be set to run on com...

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• Rohan Gupta
• Modifié 18 avril 2023 14:54
• 0 vote

1. Objects and rules
2. ...
3. Workflows
4. Workflow: Using omnichannel routing to manage calls

Hi Stephanie, Apologies for a delayed response - No, the exact functionality of focus mode is not achievable. When the agent sets her custom status to calls only, then only calls will be routed. Af...

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• Rohan Gupta
• Création 18 avril 2023 14:42
• 0 vote

1. Objects and rules
2. ...
3. Routing
4. About omnichannel routing with unified agent status

Thanks Eduardo Escobar for the feedback, currently only live calls from Talk persective are routed via the omnichannel routing engine. Voicemails, abandoned calls or post call tickets assigned to a...

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• Rohan Gupta
• Création 23 mars 2023 12:37
• 0 vote

Commentaire officiel

1. Communauté
2. Feedback - Voice (Talk)
3. Call Routing to Agents more than once

Hello everyone, We recently released the functionality to use Calls in Omnichannel Routing. Functionality to offer the calls to the agents more than once if the agent has declined the call earlier ...

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• Rohan Gupta
• Modifié 7 mars 2023 15:03
• 0 vote

Commentaire officiel

1. Communauté
2. Feedback - Voice (Talk)
3. Custom permission levels in Talk

Hi Shona, Thanks for posting the feedback! We have granular agent permissions in our blacklog but not in the short term roadmap. It will be nice to know which functionalities you would like to open...

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• Rohan Gupta
• Modifié 1 mars 2023 09:59
• 0 vote

Commentaire officiel

1. Communauté
2. Feedback - Voice (Talk)
3. Allow option to block calls from Unknown Callers

Hi Stephen, There might be a couple of options here -  The first one is if you are using omnichannel routing, you can setup a trigger to route the call coming from an unknown caller to an empty gro...

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• Rohan Gupta
• Modifié 1 mars 2023 10:00
• 0 vote

Commentaire officiel

1. Communauté
2. Feedback - Voice (Talk)
3. Zendesk Talk - Agent Auto Log-Off

Hi Rina, Apologies for you have to create a new post here. We do keep on updating the posts with recent comments even if it was answered. Thanks for patiently waiting. We have recently launched Idl...

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• Rohan Gupta
• Création 25 janvier 2023 12:56
• 0 vote

Commentaire officiel

1. Communauté
2. Feedback - Voice (Talk)
3. Zendesk Talk - Auto Log Off Agents

Hi Everyone, Thanks for patiently waiting, I am here with a some good news! We have recently launched Idle timeout functionality for Omnichannel Routing.  In summary, With idle timeout, you can cau...

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• Rohan Gupta
• Modifié 25 janvier 2023 12:35
• 0 vote

Commentaire officiel

1. Communauté
2. Feedback - Voice (Talk)
3. unsuccessful outbound calls

Hi Andre, Thanks for the feedback! Presuming you are making outbound calls from an open ticket. Ticket events are not in place if the outbound call is unsuccessful. Unfortunately, it is not on the ...

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• Rohan Gupta
• Création 25 janvier 2023 09:23
• 0 vote

Commentaire officiel

1. Communauté
2. Feedback - Voice (Talk)
3. Change the brand of an external number without deleting it

Hey Nicholas,  Thank you for your feedback. The article referred by you is the only workaround we can offer at the moment, due to other high priority items we need to tackle, this will not be on ou...

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• Rohan Gupta
• Modifié 4 janvier 2023 09:26
• 0 vote