MAJOR ISSUE: Customer calls into Zendesk IVR and chooses an option (prompt) that bounces them off to an external IVR. That customers telephone number does not carry over.
Currently today the call will show as coming from your Zendesk Talk number, rather than from the caller's own number.
When routing to an external number in an IVR, that call is not recorded in Zendesk, nor is a ticket created for the call. The overall information gathered/passed during this process is fairly limited, and the Talk team was unable to offer any workarounds to this that would allow you to keep the original caller's number as the one displayed during transfer.
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