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External API call to determine IVR menu options or routing

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Daniel Hong

Data ultimo post: 10 ott 2024

Can Zendesk Talk/IVR invoke external APIs to determine optimal routing or include/exclude certain menu items based off the response?

 

Basically looking to do the following flow:

1. user calls in

2. Zendesk makes API call to our CRM based off the caller id

3. If caller id is unknown or caller id is returned as a Lead, we show menu options 1, 2, 3 (or route to another IVR that only has 1, 2, 3); if caller id is from an existing Customer, we show menu options 3, 4, 5 (or route to another IVR that only has 3, 4, 5)

 

Is this currently possible within Zendesk?  Found to this page - https://developer.zendesk.com/documentation/voice/talk-partner-edition/using-data-in-support-for-ivr-call-routing-and-other-functions/ - but looks like that's for invoking Zendesk's Support data rather than an external API.  Would prefer not to have to migrate our existing customer data into Zendesk Support but if that's the only option, where is that functionality located within the Admin screen?  Assumed it would be on the Talk/IVR pages but didn't find anything obvious.

 

Thanks in advance for any help you can provide.

 

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    Carl McDowell

    Zendesk Customer Care

    Hi Daniel,
     
    Zendesk Talk does not have an API that can dynamically change based on an API call.
     
    Zendesk Talk has the following API calls for the IVR Menu, but they are more functions for your agents to be able to create a new IVR, update an IVR, or delete an IVR.
    https://developer.zendesk.com/api-reference/voice/talk-api/ivr_menus/
     
    There isn't a way to dynamically change how the IVR works from the built in functionality.
     
    The other reference you have found is for Talk Partner edition, which is enables you to choose your own call center software and integrate it with Zendesk’s omnichannel solution.
     
    So when using Talk Partner edition, that allows an external telephony integration to connect and make the tickets inside Zendesk, you could check one of those partners that integrate to Zendesk that way, which may have the functionality you are looking for with a more dynamic IVR.

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