How do I set up call routing in Voice?

Question How do I set up the routing for customers that call my Voice phone number? Answer After you add a phone number in Zendesk Voice (formerly Talk), set up the routing for that number. To set up routing:
You must have a Voice 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.
You must be an admin in the account

Note: Confirm you're using Voice instead of Sales Voice. Voice allows customers and agents to place phone calls within Support. Sales Voice allows you to call leads and contacts directly from deals in the Sales product.

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Confirm you have a Voice number activated and set up agent groups
Set up at least one group of agents who serve calls in the account. See the articles below for more information:

Activating the voice channel and configuring general settings
Creating groups
Adding and removing team members from groups


Manage your Voice line settings
Set permissions for your phone line. To manage these settings:

Open Admin Center

Select Channels > Talk and email > Talk

Select Open Lines

Click the phone line you want to set up and configure the settings



On higher plans, use interactive voice response (IVR) to let callers choose a destination with a key press. You can also add a tag from specific IVR key presses to each ticket if you use omnichannel routing. This directs tickets from various channels to your agents based on availability. Below is an example of how IVR lets customers choose between options when they call:

If you want to set up IVR instead of sending calls directly to agent groups, see How do I set up an IVR?
Select the groups that receive calls
Choose which agent groups receive calls. For more information, see Routing incoming calls to groups of agents. If you're on the Professional plan or higher, configure an IVR menu to let callers route themselves with key presses.


Note: For call routing on an Enterprise plan with omnichannel routing turned on, you can create your own unified agent statuses for agents to receive Voice calls.
Set up the greetings for your phone line
Record and set greetings for your phone line. For more information, see How do I add a new greeting?

Configure advanced permissions if necessary If your plan allows, route calls based on business hours and learn how to transfer a call. You can also take calls on a personal or desk phone instead of your web browser.