![]() So, let's say an end user presses option 1, and no agents are online - they would be immediately presented with voicemail. If you want something to play before a call is patched through to a particular IVR option, that would be an Available Agents Greeting inserted under the settings for that IVR route. What plays during the space after the IVR menu selection is made but before a connection is made to the initial Talk Agent is consider a Wait greeting (by default this is music). This greeting also plays during call transfers. ![]() To clarify - the Hold greeting plays after a caller has connected with an agent, and that agent places the caller on hold to research something. Option so that agents are immediately connected to callers ![]() Voicemail boxes are not an issue, you can disable this If your agents forward calls to a phone system where personal Routed to voicemail and recorded in a ticket. This prevents calls from forwarding toĪn agent's personal voicemail if they do not answer.įorwarded calls not answered with a key confirmation are To indicate that a person is answering the call and not anĪutomated voicemail. Requires agents to press a key before the call is connected When agents forward calls to their phones, this option Maximum queue wait time takes precedence over the CallĪ range of wait times between 1 and 20 minutes (orĮnabling this option allows the requester to see recordingsįrom live calls that are added to tickets. If voicemail is off, the caller will hear a In the maximum queue wait time are sent to voicemail.Ĭallers can dial 1 at any time to go straight to voicemail Users from submitting a callback request in the Web WidgetĬallers who wait longer than the time specified Talk Professional or Enterprise, you can also selectĪdditional queue sizes in increments of 5 between 20 Overflow number if it's configured and voicemail is off).Ĭan select from a range of queue sizes, including 0, The callback queue, before being sent to voicemail (or an ⚠️ Please note: in order to maintain consistency and reliability in call logging, voicemail links will take approximately 3 minutes to log in Zendesk.Your call queue size determines how many incoming calls willīe kept waiting for an available agent, whether on hold or in If you receive a call from a client who is not in your Zendesk contact base, a ticket with their phone number will be createdĬall transfers, comments, tags, and recordings automatically sync from Aircall & appear on Zendesk You can then take notes while talking with your client and not miss any information!ĭecide whether to feed a caller’s existing ticket or create a new one This ticket is automatically assigned to you. When picking up the phone, a ticket is automatically created and opens on your screen. The contact history will pop up on Zendesk when a call is received This integration will enable you to boost your productivity with the following features:Īircall automatically logs calls for every call made, missed, received and voicemailįor each type of call, pick what type of ticket should be createdĬhoose to log calls strictly during business Hours or even outside Aircall adds call center capabilities to Zendesk, while centralizing all phone operations in one single-interface and uses data in Zendesk to give context to interactions.
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