How to Set Up an IVR in Zendesk Talk
How do I set up an IVR in Zendesk Talk?
Setting up an IVR in Zendesk Talk involves several steps to ensure smooth call routing. First, confirm you have an administrator role and a Talk Professional plan or higher. Then, plan your routing pathways by mapping them out and listing each option you want to offer. Record separate greetings for each pathway, ensuring compliance with phone regulations.
Next, create the IVR menus and pathways in the Admin Center by navigating to Channels > Talk and email > Talk, and clicking the IVR tab. Add a new IVR menu and assign the appropriate greetings. Finally, set the routing option for the phone line to IVR and select the menu you've created. Test the IVR pathways by having an agent online and calling the number to ensure the correct greeting plays and routes the call appropriately. For more details, visit theoriginal link.
More related questions
What are the prerequisites for setting up an IVR in Zendesk Talk?
Before setting up an IVR in Zendesk Talk, ensure you have the necessary prerequisites. You must have an administrator role in your account and be on a Talk Professional plan or higher. If you're unsure about your plan level, contact your account…
How can I plan out my IVR routing pathways in Zendesk Talk?
Planning your IVR routing pathways is an essential step before setting them up in Zendesk Talk. Start by mapping out the pathways outside of Zendesk and listing each routing option you want to offer. Consider creating different sub-menus for…
How do I record greetings for my IVR in Zendesk Talk?
Recording greetings for your IVR in Zendesk Talk involves creating a separate greeting for each routing option. Choose 'IVR' as the greeting type for each one. It's important to comply with your country's phone regulations and inform callers if you…
How do I create IVR menus and pathways in Zendesk Talk?
To create IVR menus and pathways in Zendesk Talk, navigate to Admin Center, then go to Channels > Talk and email > Talk, and click the IVR tab. Add a new IVR menu and include each routing option you planned. Assign the appropriate IVR greeting to…
How do I set the routing option for a phone line to IVR in Zendesk Talk?
To set the routing option for a phone line to IVR in Zendesk Talk, go to Admin Center, navigate to Channels > Talk and email > Talk, and click Lines. Select the phone line you want to configure, then under the Routing tab, enable the IVR option and…
How can I test my IVR pathways in Zendesk Talk?
Testing your IVR pathways in Zendesk Talk is crucial to ensure they work as intended. Have at least one agent set themselves online in the destination group. Then, call the number and listen for the correct greeting to be played. Press the…
What does the 'default' option for IVR keypress do in Zendesk Talk?
The 'default' option for IVR keypress in Zendesk Talk acts as a catch-all action for undefined key presses. It's useful for handling unexpected inputs and ensuring callers are directed to an appropriate destination. If a caller presses a key not…
Will clients hear a waiting message when the IVR is on in Zendesk Talk?
When the IVR is on in Zendesk Talk, clients will hear the waiting message only after selecting an option from the IVR to route them to an agent. The recording stops once an agent answers the call. If clients are not hearing the waiting message…
Can I set up an IVR in Zendesk Talk without requiring a keypress?
Yes, you can set up an IVR in Zendesk Talk without requiring a keypress from the caller. This setup allows for a direct transfer to an agent without playing the greeting multiple times or presenting a keypress choice. To achieve this, configure…
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