An overflow call in Zendesk Talk is a call that cannot be taken by any agents or answered by voicemail. This situation arises when all agents are offline, decline an incoming call, miss an incoming call, the maximum queue wait time is exceeded, or the maximum queue size is reached.
To manage these overflow calls, Zendesk provides options such as omnichannel routing and adding overflow numbers. These methods ensure that calls are handled efficiently, even when agents are unavailable. For more details, you can check the originalZendesk article.
Omnichannel routing in Zendesk Talk manages overflow calls by creating custom queues with primary and secondary groups. Calls are initially routed to the primary group, and if they cannot be handled, they overflow to the secondary group. This setup…
To add an overflow number to a Zendesk Talk line, navigate to the Admin Center, select Channels, then Talk and email > Talk. Open the desired line for editing, and on the Overflow tab, enable the Overflow calls option and enter a valid phone…
Yes, you can configure overflow numbers based on business hours in Zendesk Talk. To do this, set the Schedule drop-down list to Business Hours on the Routing tab of your Talk line. Then, specify overflow options for calls received during and…
When setting up an overflow number in Zendesk Talk, consider that calls sent to an overflow number that is not a Talk number will create a Support ticket with the tag 'call_overflow'. If the overflow number is a Talk number, a regular ticket is…
No, you cannot use toll-free numbers as overflow numbers in Zendesk Talk. Outbound calls cannot be made from toll-free numbers, which means they are not suitable for use as overflow numbers. If you need to set up an overflow number, consider using…
To add an overflow number for digital lines in Zendesk Talk, go to the Admin Center, select Channels, then Talk and email > Talk. Open the digital line for editing, ensure the Enable overflow and agent forwarding option is selected, and enter a…
If no overflow number is configured in Zendesk Talk and voicemail is turned off, calls that cannot be answered by an agent will default to your configured voicemail-off greeting and then disconnect. This means that without an overflow number,…