Assign default outbound call number to an agent

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Annelisa Brown

Zendesk Luminary

投稿日時：2022年1月13日

We have multiple phone lines available for outbound calls, but only want agents to make outbound calls from certain lines. It would be great to assign a default outbound call line to an agent/group, whilst still allowing them to change o another line if it was needed. 

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      KATIA LAS HERAS URÍA

      Hello, I agree with Annelisa.

      It would be very useful if we could assign a default outbound call line to an agent/group, but keeping the option to choose another different by the agent if necessary.

      Thank you for your feedback!

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      Steve Steffel

      I wanted to come and add my support for this idea. We have groups in different countries, and if an agent makes an outbound call and forgets to switch to the correct number, they're suddenly making an international call to a customer. Depending on the number of outgoing calls, there's a pretty big chance for someone to miss that they're calling out of the wrong phone line.

      I like the idea of setting the default by group, though I understand this would get confusing for agents in multiple groups. A field in the agent profile that's a dropdown for default Talk outbound line would be perfect.

      Thank you!

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      Widson Reis

      Update Apr 16, 2025

      This is in our roadmap, although we don't have a release date to share at this moment. 

      Thanks

      Stay tuned for more info!

      Update Feb 28, 2024

      Hello, we have started delivering on call console improvements. For example, please see here. We will continue to deliver improvements throughout the year. 

      Thanks,
      Sean

      -------

      Update June 21, 2023

      Hello,

      We are in the process of finalising our 2024 roadmap. At this time, we are planning to work on these enhancements in 2024. You should start seeing improvements in early 2024.

      Thanks,

      Sean

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      Hi 1263169263370,

      We understand that being able to restrict a Zendesk talk line to specific group could be a useful feature for many customers. We don't have this feature in our immediate roadmap, but have added it to our backlog and will be reviewing it soon. 

      In the meantime one thing you could do to reduce the chance of confusion is to give the phone line nicknames, so it would be easier for the agents to tell the difference between them when calling. 

      Thanks,

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