Call Forwarding with Voice Bot in Zendesk Talk
How does call forwarding work with a voice bot in Zendesk Talk?
Zendesk Talk does not directly support SIP, making call transfers to external systems challenging. However, you can set up a system where calls are forwarded to a third-party voice bot for triage and then back to Zendesk Talk for agent routing. This requires a voice bot that can handle forwarded calls and two Zendesk Talk lines: one for initial calls and another for routing back to agents. This setup allows for effective call management even with the limitations of SIP support.
More related questions
How can I forward Zendesk Talk calls to my personal phone?
To forward Zendesk Talk calls to your personal phone, you need to have access to Talk as an Agent or Team lead and set up an Agent forwarding number. Once you have this, you can use the 'Via Phone' setting to forward incoming calls to your personal…
What are the limitations of call forwarding in Zendesk Talk?
Call forwarding in Zendesk Talk has a few limitations. When calls are forwarded to an external phone, the caller ID shows the Talk number instead of the original caller's number. This helps agents identify calls coming through Talk. Additionally,…
Can I use multiple forwarding numbers in Zendesk Talk?
Currently, Zendesk Talk's agent forwarding is limited to one phone number. This means you cannot toggle between multiple forwarding numbers, such as a personal phone and a third-party receptionist. If you have a use case for multiple forwarding…
Why doesn't the caller's number show when forwarding calls in Zendesk Talk?
When forwarding calls in Zendesk Talk, the caller ID displays the Talk number instead of the original caller's number. This is designed to help agents identify which calls are coming through Talk. Unfortunately, there isn't a way to display the…
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