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 your IVR settings to bypass the keypress requirement and ensure calls are routed directly to the desired agent or department.
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…
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…
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…
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…
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…
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…
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…
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…
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…