Understanding changes between existing Talk functionality and omnichannel routing - Rollout Complete | Community
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Understanding changes between existing Talk functionality and omnichannel routing - Rollout Complete

  • June 1, 2022
  • 5 replies
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UPDATED (20 Feb, 2023): The functionality is GA. Talk calls will be routed by the omnichannel routing engine for the Customers who opt-in to omnichannel routing. Here are more details.  

For overview information about Talk in omnichannel routing, see this article.

While most Talk features will continue to work, this release contains the following changes:

  • When onboarded into omnichannel routing, the ability to set up multiple fallback groups in Talk settings won’t exist. Calls can only be routed to a single group, meaning there can’t be a fallback group. This applies to both group routing and IVR routing. When onboarding, the primary group that is setup in Talk settings will be the only group for call routing. We recognize that this might not suit everyone. In future we plan to deliver more capabilities for call reassignment with the omnichannel routing engine. The following screenshot shows the change:
  • Omnichannel routing does not support focus mode.
  • Tickets are created for all calls. The setting ‘Create tickets for abandoned calls’ is no longer available.
  • When using priority phone numbers in Talk, call tickets are given High priority instead of calls going straight to the top of the queue.

Follow this article to get more details closer to the release.

    5 replies

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    • Shayan11
    • June 25, 2022

    Hello Rob, 

    Just a few questions, to be sure I understood these limitations correctly. 

    Do I understand the first point in that it is only possible to have a single group for Talk routing overall? Or is it referring to not being able to setup a fallback group in case the first group doesn’t respond?

    So if I had a product team and a billing team, would I be able to route call Tickets to both depending on category via Triggers, or is it only possible to have a single Talk group?

    Also how does Talk Partner Edition play into this, is it supported? Or is this functionality only for native Zendesk Talk?

    Rohan11
    • Rohan11
    • July 18, 2022

    Hi Shayan,

    Thanks for reaching out!

    Below are the answers to your questions-

    Do I understand the first point in that it is only possible to have a single group for Talk routing overall? Or is it referring to not being able to setup a fallback group in case the first group doesn’t respond?

    It is referring to not being able to setup a fallback group inside the phone number routing settings in case the first group does not respond. You will still be able to configure different groups for different phone numbers in Talk. You will also be able to configure triggers to route to a different group based on the condition configured. If no agents pick up call for the whole queue waiting time duration calls will be routed to voicemail or overflow depending on the configuration.

    So if I had a product team and a billing team, would I be able to route call Tickets to both depending on category via Triggers, or is it only possible to have a single Talk group?

    With two teams product team and billing team - call tickets will be able to go to different groups depending on any condition configured on the trigger configuration. Here is the list of trigger conditions.

    Also how does Talk Partner Edition play into this, is it supported? Or is this functionality only for native Zendesk Talk?

    Unfortunately, Talk Partner Edition is not supported in the first version of the release. It is only for Zendesk Talk. We will let the community know when we have plans for Talk Partner Edition in omnichannel routing.

    Thanks

    Rohan

    Rohan11
    • Rohan11
    • September 2, 2022

    Hello Everyone,

    Hope you all are keeping well!

    I have published an update to this article, including an additional change for the initial release.

    Description: If all agents are offline or transfers only, calls will still remain in the queue until maximum queue waiting time is reached before going to the voicemail. We recommend setting up business hours to accomplish the out of hours requirement.

    We acknowledge this might be a limitation for the initial release, we will be working towards including the functionality to "send calls to voicemail if all agents are offline or transfers only" post the first release.

    Thanks

    Rohan

     

    Rohan11
    • Rohan11
    • October 7, 2022

    Hi everyone,

    Update on the limitation highlighted on 2nd September, 2022.

    If all agents are offline or transfers only, calls will still remain in the queue until maximum queue waiting time is reached before going to the voicemail. We recommend setting up business hours to accomplish the out of hours requirement.

    We are able to overcome this limitation in the initial release itself. I have deleted it from the above document.

    This functionality will continue to work as it works now, that is, if all the agents are either Offline or Transfers only calls will go to voicemail or overflow based on the phone number configuration.

    Thanks

    Rohan

    Rohan11
    • Rohan11
    • February 20, 2023

    Hi Everyone,

    As the functionality is GA and completely rolled out. We will soon be archiving and closing this post comments. 

    Talk calls will be routed by the omnichannel routing engine for the Customers who opt-in to omnichannel routing. Please refer to the help centre article below:

    Using omnichannel routing to route calls.

    Thanks

    Rohan

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