Can I route inbound calls to one Zendesk Voice line evenly among multiple groups of agents?

Question

I want to route inbound calls to multiple groups of agents in Zendesk Voice (formerly Talk). How do I set up the routing for one phone line so that each group of agents receives a similar number of inbound calls?

Answer

Zendesk Voice routes inbound phone calls to the Primary group in your Voice line's routing setup first. If you prefer to split inbound calls between multiple agent groups, you can set the Primary group to an agent group with no agents as a workaround.

To set up the routing:

Create a new agent group and do not add any agents to the group

Open your Voice line's Routing settings and set the group with no agents as the Primary group. Turn on any other applicable agent groups for routing on the same phone line

Click Save changes

After you save the settings, inbound calls route evenly to each of the secondary agent groups based on agent availability. For more information on the routing order of phone calls, see:

How are calls routed to my agents in Voice (formerly Talk)?

Routing incoming calls to groups of agents

Note: This workaround does not function if you use omnichannel routing. When omnichannel routing is turned on, calls only route to the primary agent group. Omnichannel routing is the default routing experience for all accounts and trial customers of Zendesk Suite created after December 11, 2024. For more information, see Using omnichannel routing to route calls.