Routing Calls by Business Hours in Zendesk Talk
How can I route calls based on business hours in Zendesk Talk?
You can route calls based on your business hours by setting up a schedule in Zendesk Talk. First, ensure you have the appropriate Zendesk plan that supports scheduling. Suite Growth and Professional or Support Professional plans support one schedule, while Suite and Support Enterprise plans support multiple schedules. Once your schedule is set up, go to Admin Center, click Channels, then select Talk and email > Talk. Under the Lines tab, choose the number you want to set a schedule for, click the Routing tab, and select a schedule from the drop-down field. You can choose to route calls only during business hours or always route calls regardless of business hours. Don't forget to save your changes! For more details, check out theoriginal Zendesk documentation.
More related questions
Can I have different schedules for different phone numbers in Zendesk Talk?
Yes, you can have different schedules for different phone numbers in Zendesk Talk. To do this, assign a schedule to each phone number individually. For one number, you can set a specific schedule, while for another, you can choose to always route…
Is it possible to route calls to teams with different work hours using the same phone number?
Routing calls to teams with different work hours using the same phone number is possible, but it requires careful setup. You can route calls to multiple teams and make one team the primary group. This setup ensures that the primary team receives…
What happens to calls outside business hours in Zendesk Talk?
Calls outside of your scheduled business hours in Zendesk Talk can be managed in several ways. If you have overflow routing enabled, calls will be directed to your overflow number. If overflow is not enabled but voicemail is, calls will be sent to…
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