Using Toll-Free Numbers as Overflow Numbers in Zendesk Talk
Can I use toll-free numbers as overflow numbers in Zendesk Talk?
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 a regular phone number or a number from an external support organization to ensure calls can be properly routed when agents are unavailable.
More related questions
What is an overflow call in Zendesk Talk?
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…
How does omnichannel routing handle overflow calls in Zendesk Talk?
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…
How can I add an overflow number to a Zendesk Talk line?
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…
Can I configure overflow numbers based on business hours in Zendesk Talk?
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…
What should I consider when setting up an overflow number in Zendesk Talk?
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…
How do I add an overflow number for digital lines in Zendesk Talk?
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…
What happens if no overflow number is configured in Zendesk Talk?
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,…
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