Calls not routing correctly | Community
Skip to main content

Calls not routing correctly

  • August 23, 2022
  • 1 reply
  • 0 views
B

Hi,

we have the issue that we have multiple lines, so when an agent is making outbound calls and they want to ring the number stored in the ticket, it calls from a different line than the line they are assigned to. 

 

Zendesk have come back with that this is normal behaviour, linked to the article : Making outbound calls

the workaround solution is that an agent manually types the phone number in 

This is quite manual and to me defeats the point of storing the contact's phone number within Zendesk.

 

Is this is something you face too?

 

Thanks

Catriona

    1 reply

    Shannon25
    • Shannon25
    • August 26, 2022
    Hi Catriona! Welcome to the Community! 

    The behavior you outlined sounds like you may also be using brands with your Talk numbers. Using brands in Talk, changes the behavior slightly. 

    When placing calls from within an existing ticket, the system will use the same number that was used by the caller.

    If the ticket was not created by a phone call, or you use the Call option and manually enter the number in the dial pad, the system uses the topmost line in the line pick-list of the brand associated with the ticket.

    As you mentioned, a solution would be to manually enter the number in the dial pad and select the preferred outgoing Talk number. You can also start the call by selecting the number within the user's profile.

    I understand this is likely not the most flexible way to handle this we looking into alternatives. Hope that helps!
    Terms & ConditionsCookie settingsAccessibility statement