Assign default outbound call number to an agent
Planejado
Zendesk Luminary
Publicado 13 de jan. de 2022
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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13 comentários
Oficial
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
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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 Annelisa Brown,
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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Widson Reis
Hi 4502523045146
This is in our roadmap, although we don't have a release date to share at this moment.
Stay tuned for more info!
0
Natalie Wainman
Hello, this would be very useful for us too! Any idea on when we can expect it to be in place please? Thank you
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Francisco Serna
1900489642224 We at AvantStay would really use this feature!!!
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Widson Reis
Hi 1263797909769 ,
Yes, this is in the 2025 roadmap. Stay tuned!
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Anton Verhelst
Any update here? Is this on the roadmap?
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Anne-Flore Caire
For my company, the minimum requirement would be to be able, per brand, to define the default outgoing call line, and for this to be a Zendesk line or an external line (which are used for just this purpose!).
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Chris Wooten
Is there any update on this feature request?
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Predz (StarRez Inc.)
Hello,
I just wanted to add my support for this enhancement. We are a global company with many lines across 3 regions. Right now the default line is a UK number, which is our smallest team. Every other Agent needs to manually change the outbound line before making a call. This is really detrimental to our efficiency. Hope to see this in the product soon. Thanks!
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Charles JEGO
Hello ! Is there any news on this ?
I can't believe such an advance product as Zendesk doesn't allow customers to choose which default line they want to use for outgoing calls.
I have 8 lines and all my agents are directed through one of them whenever they make a call. I shouldn't have to rely on them remembering to change the line every single day.
Whenever they don't change the line and the call doesn't reach the customer, they call back and get an answer from someone saying they have no idea who called them. That is not how I want to run a business !
Give us an option to assign default lines to groups or agents please !!!!!!!!
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Daniel Elizalde
Hi 1263169263370,
I managed to find a short workaround to assign the default outbound call line to an agent.
I had the same issue in Enterprise where two agents had different default numbers. I noticed that both agents had a different default group, so I solved it by assigning the same default group.
It would really be useful to be able to choose lines and assign them to an agent or group and be able to select a default line.
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