Workflow: How to set up Talk phone number as an information line only

Learn to set up your Talk phone number as an information line only, where only the voicemail message plays and calls disconnect automatically. The workflow includes the steps below.

Step 1: Verify the prerequisites
Step 2: Create a dummy group
Step 3: Set up routing
Step 1: Verify the prerequisites This workflow requires you to have an administrator role in Support. You also need to have a Talk Team plan or higher. If you need to confirm your plan level, contact the owner of your account and have them view the plan subscription. Step 2: Create a dummy group First, create a dummy group in your account but do not assign any agents to that group. Then, route all calls to the dummy group to ensure that no calls ever get routed to actual agents even when they are online. Step 3: Set up routing To set up this workflow

In Admin Center, click the Channels icon ( ) in the sidebar, then select Talk and email > Talk

Select the Greetings tab
Create a custom greeting, choose Voicemail for the greeting type, and assign it to the appropriate number
Select the Lines tab
Click on the line you wish to set up
Under Settings, select None for Available Agents greeting (voicemail off). Click Save changes.
Click the Voicemail tab. Disable Voicemail and make sure to select the custom voicemail recording for Greeting (voicemail off). This is the recorded information you want your callers to hear. Click Save changes.
Click the Routing tab and select Always route calls and enable Group Routing to the dummy group. In the example below, the group is called 'No agents (Talk Group)'.

This setup will play the message one time and then disconnect the call. Alternatively, set up an IVR with no options selected. The IVR message plays three times and then hangs up if you want it to repeat the message. Video

If you are new to setting up Talk, see the articles:
Getting started with Zendesk Talk for voice
Zendesk Talk resources for voice
