How can I choose between call forwarding and number porting in Talk?

Question

When I want to use an existing phone number in Zendesk Talk, two options exist: call forwarding and number porting. Which option should I choose?

Answer

If your phone numbers exist outside of Zendesk, call forwarding can be costly. A number port offers an integrated experience and additional features, such as interactive voice response (IVR) configuration and call routes.

Call forwarding involves these costs:

An inbound call to Zendesk from an end user

An outbound call to a phone number

Additional call charges from an existing phone carrier or provider

A number port involves these costs:

An inbound call to Zendesk from an end user

An agent leg cost, which is affordable when your agent answers from a web browser