We have a major issue with the talk system and it is a deal breaker for us.
Based on everything we have found, once a call comes to an agent and they either refuse it or miss it, it will never be sent back to them and will go to voicemail rather than to the available agent.
On other phone systems the call will be sent to the agent again if they are available by default because they are available and should be taking the call.
We had hoped we could use Omnichannel routing to create multiple routes to push the caller into the call group multiple times, but found in one of the help documents that talk does not use omnichannel routing. The various documentation is so contradictory it is very hard to get a straight workable answer and getting live help is impossible.
Has anyone figured out how to do this?
Thank you for sharing your concerns about the Talk system. You're right that currently, when an agent declines or misses a call, the system routes the call to voicemail rather than retrying the agent, which does differ from some traditional phone systems.
At this time, Zendesk Talk does not support re-routing calls back to the same agent automatically after a missed or declined call. Also, as you noted, Talk does not leverage Omnichannel routing for calls, which limits options for multiple routing attempts within call groups.
I understand how this impacts your workflow and why it's a critical feature for your team. I recommend submitting feedback directly through Zendesk Support so this use case can be considered for future product updates.
In the meantime, you might explore alternative workflows like increasing the number of available agents in the call group to reduce missed calls or using call queues to manage overflow more effectively.