Troubleshooting Call Routing Pathways in Zendesk Talk
How can I troubleshoot call routing pathways in Zendesk Talk?
To troubleshoot call routing pathways, check your phone line settings and routing methods.
Ensure the Enable Talk setting is active and verify your routing method, whether it's group routing or an IVR menu. If omnichannel routing is enabled, it might affect call behavior. For more details, refer to the Zendesk documentation.
More related questions
Why are phone calls not routing to agents in Zendesk Talk?
If your Zendesk Talk calls aren't routing to agents, there could be several reasons. First, ensure that agents are not in focus mode, as this can prevent calls from reaching them. Check if omnichannel routing is enabled, as it might affect call…
What should I do if calls go straight to voicemail in Zendesk Talk?
If your calls are going straight to voicemail, it might be due to business hours settings or queue wait times. Check if the call was made outside of business hours, as this can redirect calls to voicemail. Additionally, ensure your maximum queue…
How can I resolve calls dialing out from the wrong number in Zendesk Talk?
If calls are dialing out from the wrong number, it might be due to brand-specific settings. Check if your account has phone numbers associated with specific brands. When placing calls from a ticket, the system uses the first number listed under the…
Why can't agents accept or place calls in Zendesk Talk?
Agents may be unable to accept or place calls due to permission or network issues. Ensure the agent has the correct Talk permissions and is set to Online. Disable focus mode to see if it's causing the issue. Run a Twilio network test to check…
What should I do if an agent receives a Talk error message?
If an agent receives a Talk error message, it might be due to system errors or network issues. Check the common Talk error messages article for solutions. Run a Twilio network test to identify system errors, and ensure microphone access is allowed…
What steps should I take if Zendesk Talk issues persist?
If issues persist, gather information and contact Zendesk Support. Collect examples of calls that didn't route correctly, note the web browser and version used, and identify affected agents. Run a Twilio network test and include results in your…
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