Call routing, greetings, IVR, and recordings

Can I move my greetings between Zendesk accounts?

Question Can I move my greetings from one Zendesk account to another Zendesk account? Answer It is not possible to m...

Can I use an IVR menu to route calls after hours?

Question Is it possible to automate the routing of calls to a particular phone number depending on the time of day? F...

Can I recover IVR recordings after a plan downgrade?

Question If I downgrade my plan level to one that does not include IVR, are my IVR recordings lost or can I recover t...

Why doesn't my IVR greeting play?

Question I am calling my Talk number, but the IVR menu I configured never plays. Why is that? Answer Adding a numbe...

How do I add a new greeting?

Question How do I add or upload a new greeting for Talk? Can I add a custom wait message while customers are in the q...

Why are some transferred calls left waiting indefinitely?

Question When one of my agents transferred a call to a group, the customer was left waiting for several minutes and w...

Can I preview the greetings my customers hear when they call?

Question Can I preview the greetings my customers hear when they call? Answer Yes, you can see and listen to the gree...

How should I format audio files for custom greetings?

Question How can I format my custom greetings for Talk? Answer The recommended formats for greetings for Talk are G71...

Why do I see "Recording not available" in my recordings?

Question Why do I see a Recording not available message in my recordings? Answer There are different reasons for thi...

IVR greeting repeats multiple times

Issue symptoms The IVR greeting repeats more than three times. Resolution steps By default, if no keypress is detect...

How are calls routed to my agents in Talk?

Question What is the default routing when calls come into my Zendesk Talk account? Answer Zendesk routes an incoming ...

Can I route calls to all agents, or to specific individual agents?

Question Can I choose which agents get a Zendesk Talk call? Answer Talk uses a round-robin cycle for routing calls to...

Can I download call recordings?

Question How do I download my recorded calls from Zendesk Talk? Answer There is no built-in option that allows for do...

In what order do Talk greetings play?

Question In what order do Talk greetings play? Answer Talk greetings play in the below sequence. Available agents ...

What happens to calls outside of scheduled business hours?

Question What happens to calls outside of scheduled business hours? Answer Calls that come in outside of your schedu...

How can I redirect calls to another number when all my agents are offline?

Question How can I redirect calls to another number when all my agents are offline? Answer When a call is not answer...

Can I route inbound calls to one Zendesk Talk line evenly among multiple groups of agents?

Question I want to route inbound calls to multiple groups of agents in Zendesk Talk. How do I set up the routing for ...

When is maximum queue wait time ignored?

Question When is maximum queue wait time ignored in Talk? Answer The maximum queue wait time for phone calls is igno...

How can I download a greeting from Talk?

Question How can I download a custom or default greeting from Talk? AnswerYou can use Firefox to download a greeting ...

How does call routing work with omnichannel routing?

Question In what way does enabling omnichannel routing affect the routing of a call? Answer With omnichannel routing ...

How can I forward calls to an external number from Zendesk Talk?

Question I want to transition traffic from my Zendesk Talk number to a new phone number. How can I forward calls to a...

Using Talk, can I inform callers of their queue position?

Question Is there a feature in Zendesk Talk that allows the wait or hold music file to inform the end-user of their p...

What is the difference between call length and call duration?

Question In Talk calls, why don't call length times match call duration times with an agent? Why is my leg duration l...

Can I disable the agent wrap-up feature after calls?

Question How can I remove the wrap-up feature, so that after a phone call, the status of my agent automatically chang...

When I upload an IVR greeting I receive this message: Error creating greeting

Issue symptoms When I upload a customized IVR greeting in Talk settings, I receive the error message: Error creating ...

Why is there a delay between my IVR initial greeting and the default option?

Question When no IVR menu selection is made, what is causing the delay between the IVR initial greeting and the Defau...

Why isn't the greeting audio in my account's language?

Question Why isn't the greeting audio in my account's language? Answer The default greeting audio is only available i...

Can I automatically change my voicemail greeting based on the day of the week?

Question Is it possible to automatically update my voicemail greeting depending on the day of the week? Answer You ca...

Call routing, greetings, IVR, and recordings

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