Handling Outbound Calls with Brand Changes in Zendesk
How does Zendesk handle outbound calls when a ticket's brand changes?
When making an outbound call from a ticket, Zendesk Talk uses a line associated with the ticket's brand. If the brand changes, Talk will use the first available line of the new brand for the call.
If the original line is unavailable or not enabled for outbound calls, Talk will select the next available line of the same brand. If no lines are available for the brand, it defaults to the first available line from any brand. This ensures that calls are made using the most appropriate line based on the ticket's current brand association.
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