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the possibility that only allow incoming calls from local numbers to a specific Talk number

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Mamantha

Publicado 24 de jul. de 2024

we have different numbers/agent support different regions, but agents always receive calls from other countries, since different knowledge requirement, we need the feature let agents only receive calls from the region they support.

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    Sean Chuang

    Zendesk Product Manager

    Hello,


    Thank you for your question. It is possible but please test this approach to make sure. 

     

    1. You need to turn on omnichannel routing. 

    2. You need to set up triggers to determine which group the call should go to.

    1. Condition >,  channel is -> incoming phone call , Comment text contains -> “phone number in text form - example +1234” , where +1234 is the area code of the region.
    2. Action > group name > desired group

    Call flow will look something like:

    1. With omnichannel routing, when call goes into the queue it creates a ticket >
    2. triggers run on that ticket and have the ability to assign a group
    3. Based on the group attached by the triggers, the call is routed to the specified group.

     

    Thanks,

    Sean

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    Mamantha

    hi Sean，

    thanks for your info.

    actually, we can't use omnichannel routing, since it can't let agents in different group backup each other.

    and we have so many customers from different countires, it means we need to create triggers for more than 30 countries, it's not handy for us. that's why we want twillo to control who will get through the number.

     

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