We have a few different phone numbers, and we've set one up as a non-urgent request line that goes straight to voicemail. What I'm looking to do is have the voicemails from that line go to a different view than our other voicemails, to be actioned by our team leads only. Is this possible?
Can I route voicemails to different views based on the line they are received at?
Hi there,
Inquiring on configuration and setup with routing Voicemails to Agents.
Current configuration:
Talk - Talk and email - Channels - Lines - Routing - Support (Group Created for Support Agents)
Objects and Rules - Business rules - Skills - Voicemail
Channel > Is > Voicemail
Agents who has this skill [All four Agents assigned to skill]
Objects and Rules - Omnichannel routing - Queues - Voicemail
Channel > Is > Voicemail
Ticket > Is > Created
Ticket > Is > Updated
Groups - Primary Groups: HP, Normal Priority, Phone Grp 1
Result: Dialing Sandbox fax number creates ticket in the Voicemail View successfully but fails to route to any assigned Online Agent under the designated group/skill.
Any help here would be greatly appreciated!
Hi William,
Thank you for sharing the detailed configuration and the issue you’re facing with routing voicemails to agents.
Based on your setup, it looks like the ticket creation part is working correctly since the voicemails appear in the Voicemail View. However, the tickets are not routing to any assigned online agents in the specified group or with the required skill.
Here are a few suggestions to check:
Hope this helps!
Thank you for sharing the detailed configuration and the issue you’re facing with routing voicemails to agents.
Based on your setup, it looks like the ticket creation part is working correctly since the voicemails appear in the Voicemail View. However, the tickets are not routing to any assigned online agents in the specified group or with the required skill.
Here are a few suggestions to check:
-
Agent Status: Ensure that the agents assigned to the voicemail skill are actually marked as online and available in Zendesk Talk/Omnichannel. Offline agents won’t receive routed tickets.
-
Skill and Group Assignment: Double-check that all agents are properly assigned to both the voicemail skill and the correct group in Zendesk. Sometimes even a minor misconfiguration here can cause routing failures.
-
Routing Conditions: Review the Omni-channel routing rules and queues to verify that the conditions accurately capture and route voicemail tickets to the intended agents/groups.
-
Capacity & Load: If agents are at their max capacity, routing might defer the ticket to other groups or queues. Ensure agents have available capacity.
-
Fallback Rules: Check if fallback routing rules have been configured to handle cases when no online agents are available in the voicemail skill group.
Hope this helps!
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Natively, it is not possible to route a specific voicemail ticket based on the Zendesk Talk line they called to (the line where you received the call). However, if your team leads have their own group inside of your account, you can set up the routing group inside your Talk line setting.
1. Edit your Talk number (non-urgent request line) where the calls go straight to voicemail.
2. Go to Routing > Enable Routing Group and choose team leads.
For reference, please see this article: Routing incoming calls to groups of agents
Lastly, you can create a specific ticket view for a specific group of agents, and in your case, you will use the "Ticked Group > is > Team leads" as your conditions and exclude the same condition from the other views that you have.
I hope that helps. Thank you!