How do I set up call routing in Voice?

<h2 id="h_01HHHXMGG7MTDKDF6NZGSG80XV">Question</h2><p>How do I set up the routing for customers that call my Voice phone number?</p><h2 id="h_01HHHXMGG7D7G9X21TT3XVRJ3R">Answer</h2><p>After you add a phone number in Zendesk Voice (formerly Talk), set up the routing for that number. To set up routing:</p><ul>
<li data-list-item-id="ecbb4419634ef2f2426b457dbc8c33905">You must have a <a href="https://support.zendesk.com/hc/en-us/articles/4408833956122-About-Zendesk-Talk-plan-types" target="_blank" rel="noopener noreferrer">Voice Team plan</a> or higher. If you need to confirm your plan level, contact the <a href="https://support.zendesk.com/hc/en-us/articles/4408881860378-Who-is-the-owner-of-my-account-Video-" target="_blank" rel="noopener noreferrer">owner of your account</a> and have them <a href="https://support.zendesk.com/hc/en-us/articles/4408834640666-Viewing-and-managing-plan-subscriptions#topic_zjz_pdw_zgb" target="_blank" rel="noopener noreferrer">view the plan subscription</a>.</li>
<li data-list-item-id="e2c98e967dbbff36c5dc9640af5fe06ad">You must be an <a href="https://support.zendesk.com/hc/en-us/articles/4408883763866-Understanding-Zendesk-Support-user-roles#topic_evb_dbp_cc" target="_blank" rel="noopener noreferrer">admin</a> in the account</li>
</ul><div class="note">
<strong>Note:</strong> Confirm you're using <a href="https://support.zendesk.com/hc/en-us/articles/4408838035866-Enabling-Talk-and-configuring-general-settings" target="_blank" rel="noopener noreferrer">Voice</a> instead of <a href="https://support.zendesk.com/hc/en-us/articles/4408839308570-Enabling-Sell-Voice" target="_blank" rel="noopener noreferrer">Sales Voice</a>. 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.</div><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><p>Confirm you have a Voice number activated and set up agent groups</p></div><div class="panel">
<p>Set up at least one group of agents who serve calls in the account. See the articles below for more information:</p>
<ul>
<li data-list-item-id="e1152225ea8a3e9ddfe4d1feea1b26ad2"><a href="https://support.zendesk.com/hc/en-us/articles/4408838035866-Enabling-Talk-and-configuring-general-settings" target="_blank" rel="noopener noreferrer">Activating the voice channel and configuring general settings</a></li>
<li data-list-item-id="eb4cd1f1fdd0f9961d1f3c0d51485b16e"><a href="https://support.zendesk.com/hc/en-us/articles/4408894175130-Creating-groups" target="_blank" rel="noopener noreferrer">Creating groups</a></li>
<li data-list-item-id="e0e33ebc429dd7c7b5f6e2279c3294477"><a href="https://support.zendesk.com/hc/en-us/articles/4408821536794-Adding-and-removing-team-members-from-groups" target="_blank" rel="noopener noreferrer">Adding and removing team members from groups</a></li>
</ul>
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 69.37%;"><img style="aspect-ratio: 1140/696;" src="https://support.zendesk.com/hc/article_attachments/10559452556954" alt="Voice agent group.png" width="1140" height="696"></figure>
</div><div class="accordion"><p>Manage your Voice line settings</p></div><div class="panel">
<p>Set permissions for your phone line. To manage these settings:</p>
<ol>
<li data-list-item-id="e0d443bf51db6be4a2a3c131c08b553f6">Open <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>
</li>
<li data-list-item-id="e9e8b853a8395bd75eece224f6c6fb26d">Select <strong>Channels &gt; Talk and email &gt; Talk</strong>
</li>
<li data-list-item-id="ef56fe2e06b11bdfcf1013de6dfb71724">Select <strong>Open Lines</strong>
</li>
<li data-list-item-id="e2035eb1b94017d880ec72ca7f25caec6">Click the phone line you want to set up and <a href="https://support.zendesk.com/hc/en-us/articles/4408823877146" target="_blank" rel="noopener noreferrer">configure the settings</a>
</li>
</ol>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 663/308; width: 90%;" src="https://support.zendesk.com/hc/article_attachments/7856678715162" alt="Phone Lines in Talk" width="663" height="308"></p>
<p>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 <a href="https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing-" target="_blank" rel="noopener noreferrer">omnichannel routing</a>. 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:</p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 666/329; width: 90%;" src="https://support.zendesk.com/hc/article_attachments/7856678715418" alt="IVR Tree Example" width="666" height="329"></p>
<p>If you want to set up IVR instead of sending calls directly to agent groups, see <a href="https://support.zendesk.com/hc/en-us/articles/4810477793306" target="_blank" rel="noopener noreferrer">How do I set up an IVR?</a></p>
</div><div class="accordion"><p>Select the groups that receive calls</p></div><div class="panel">
<p>Choose which agent groups receive calls. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408885952922-Routing-incoming-calls-to-groups-of-agents" target="_blank" rel="noopener noreferrer">Routing incoming calls to groups of agents</a>. If you're on the Professional plan or higher, <a href="https://support.zendesk.com/hc/en-us/articles/4408885628698" target="_blank" rel="noopener noreferrer">configure an IVR menu</a> to let callers route themselves with key presses.</p>
<p><img src="https://support.zendesk.com/hc/article_attachments/7856678714522" alt="Routing settings" width="578" height="382"></p>
<div class="note">
<strong>Note:</strong> For call routing on an Enterprise plan with <a href="https://support.zendesk.com/hc/en-us/articles/4409149119514-About-omnichannel-routing-" target="_blank" rel="noopener noreferrer">omnichannel routing</a> turned on, you can create your own <a href="https://support.zendesk.com/hc/en-us/articles/5133523363226-About-unified-agent-status#:~:text=Unified%20agent%20statuses%20are%20used,their%20availability%20to%20receive%20work." target="_blank" rel="noopener noreferrer">unified agent statuses</a> for agents to receive Voice calls.</div>
</div><div class="accordion"><p>Set up the greetings for your phone line</p></div><div class="panel">
<p>Record and set greetings for your phone line. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408825862938-How-do-I-add-a-new-greeting-" target="_blank" rel="noopener noreferrer">How do I add a new greeting?</a></p>
<p><img class="wysiwyg-image-resized" style="aspect-ratio: 667/327; width: 80.75%;" src="https://support.zendesk.com/hc/article_attachments/7856678714778" alt="Add greeting" width="667" height="327"></p>
</div><div class="accordion"><p>Configure advanced permissions if necessary</p></div><div class="panel"><p>If your plan allows, <a href="https://support.zendesk.com/hc/en-us/articles/4408845919002-Routing-calls-based-on-business-hours" target="_blank" rel="noopener noreferrer">route calls based on business hours</a> and learn how to <a href="https://support.zendesk.com/hc/en-us/articles/4408838843546-Transferring-calls" target="_blank" rel="noopener noreferrer">transfer a call</a>. You can also take calls on a <a href="https://support.zendesk.com/hc/en-us/articles/4408821101338" target="_blank" rel="noopener noreferrer">personal or desk phone</a> instead of your web browser.</p></div>