Redirect Calls When Agents Offline - Frequently asked questions
Discover how to redirect calls to another number when agents are offline. This page answers common questions about call forwarding and offline handling.
Frequently asked questions
How can I redirect calls to another number when all my agents are offline?
You can redirect calls to another number when all your agents are offline by setting up an overflow number. This ensures that calls are not missed even when voicemail is disabled. To set this up, you need to configure your Zendesk Talk settings to…
What happens to calls when voicemail is disabled and agents are offline?
When voicemail is disabled and all agents are offline, calls can be redirected to an overflow number. This prevents missed calls. By setting up an overflow number in Zendesk Talk, you ensure that calls are forwarded to another number, allowing…
Why should I use an overflow number in Zendesk Talk?
Using an overflow number in Zendesk Talk ensures that calls are not missed when agents are offline or voicemail is disabled. An overflow number acts as a backup, redirecting calls to another line when your primary agents are unavailable. This is…
How do I manage overflow calls in Zendesk Talk?
Managing overflow calls in Zendesk Talk involves setting up call routing to an overflow number when agents are unavailable. To manage overflow calls effectively, configure your Zendesk Talk settings to redirect calls to a designated overflow…
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“Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
"My AskAI’s Zendesk integration is saving our support agents over 35 hours per week. A massive win for the team and mitigating hundreds of hours of combined waiting time for customers. We are very pleased with the results — which have allowed us to reinvest bandwidth into other strategic areas."
Natalie Onions VP of Customer Experience
Customer.io($50M+ ARR)
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
"My AskAI's Intercom integration stood out not only because of its impressive answer accuracy but also because of how well it worked within our existing Intercom setup. The combination of precision and effortless setup made it invaluable."
Howard Blick Customer Service Team Lead
Freecash
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