Handling Calls Outside Business Hours in Zendesk
What happens to calls outside of scheduled business hours in Zendesk?
Calls outside of scheduled business hours in Zendesk are handled based on your Talk line configuration. If you have overflow enabled, these calls are routed to your overflow number. Without overflow but with voicemail enabled, calls go to voicemail. If neither is enabled, callers hear the voicemail off greeting.
For more details on managing after-hours calls, you can refer to the originalZendesk article.
More related questions
How does Zendesk handle overflow calls outside business hours?
Zendesk routes overflow calls outside business hours to a designated overflow number if you have this feature enabled. This ensures that calls are not missed and are directed to an alternative number when your main line is unavailable. If you want…
What happens if voicemail is enabled for after-hours calls in Zendesk?
If voicemail is enabled in Zendesk, calls received outside of business hours are directed to voicemail. This allows callers to leave a message when your team is unavailable, ensuring that you can follow up on their inquiries later. For more…
What greeting do callers hear if no after-hours routing is set in Zendesk?
If neither overflow routing nor voicemail is enabled in Zendesk, callers will hear the voicemail off greeting when they call outside of business hours. This message informs them that the line is currently unavailable and no voicemail can be left….
Do calls outside business hours count as non-answered calls in Zendesk?
Calls outside business hours do not count as non-answered calls in Zendesk. Non-answered calls are those where the end-user wasn't connected with an agent, voicemail, or external number and didn't abandon the call during defined stages. For more…
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