Call Forwarding

Hi David!

Can you be a little more specific about the information you're looking for? Are you referring to the agent forwarding capability in Zendesk Voice? Or are you looking for information pertaining to being able to transfer calls to other folks in or out of your organization?

Hi is there a way that zendesk can do call forwarding?

Hi Todd,

Yes! We have an article that walks through forwarding:

How do I forward calls from Talk to a personal phone?

And another on call transferring in case you're interested:

Receiving and placing calls in Zendesk Talk

Be sure to set up confirmation when forwarding in the Talk admin settings, so the call goes to the right place when forwarded, and doesn’t end up in the wrong voicemail.

And just a tip, if you are forwarding calls from your Zendesk Voice to an agent cell phone or landline, increase the allowed wait time to at least two minutes. This gives more time for the call the route and agent to accept before putting the caller into voicemail.

Hello Kayla Schmidt,

The link which you mentioned for a video, is not working. Please double check it.

Thanks and regards

Atul Verma

Hi Atul,

Thanks for pointing that out! I have edited my previous comment with updated resources.

After I accept a call from an end-user, can I redirect them back into the IVR while on the phone with them?