Using IVR to Route Calls After Business Hours
Can I use an IVR menu to route calls after business hours?
Yes, you can use an IVR menu to route calls after business hours if your account allows it. By adding an overflow number when business hours are configured, you can automatically route calls to an alternate number when all agents are busy or outside business hours. If an overflow number isn't an option, calls will be routed to voicemail outside of business hours.
To manage this, you can set up a schedule for your business hours in Zendesk Talk. For example, if your business hours are from 8:00 am to 5:00 pm, any calls received outside this schedule will go directly to voicemail. As a workaround, you can update your greeting to inform callers of your business hours and provide an option to press a number for immediate assistance, which can then route to a different number. For more details, check out the originalZendesk article.
More related questions
How can I set up an overflow number for after-hours call routing?
Setting up an overflow number allows you to route calls to an alternate number when your agents are busy or it's outside business hours. This feature is available if your Zendesk account supports it. To implement this, configure your business hours…
What happens to calls received outside of business hours in Zendesk?
Calls received outside of business hours in Zendesk are typically routed to voicemail. This is the default behavior if you have a business hours schedule applied to your Talk number. To manage calls outside of business hours, you can set up a…
Can I customize greetings for calls received after business hours?
Yes, you can customize greetings for calls received after business hours in Zendesk. This allows you to inform callers of your business hours and provide options for immediate assistance. To do this, update your greeting to include a message about…
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