Managing Zendesk phone lines

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<div id="docs-wmp-link"><a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a></div>
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<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
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<p class="p">This article describes how to manage general settings for phone lines. </p>
<p class="p">For details about managing line-specific settings, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823877146" target="_blank">Managing individual line settings</a>. </p>
<p class="p">For details about adding new lines, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824192026" target="_blank">Adding Zendesk phone lines</a>.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="id_4408881907994__ul_rjr_dd5_gv">
<li class="li"><a class="xref" href="#topic_zrg_2dd_yt">Deleting a line</a></li>
<li class="li"><a class="xref" href="#topic_sj2_kdd_yt">Recovering a number</a></li>
<li class="li"><a class="xref" href="#topic_fkr_j2d_yt">Adding a failover number</a></li>
<li class="li"><a class="xref" href="#topic_nhq_4wy_11b">Setting number priority (Professional and Enterprise)</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_zrg_2dd_yt">
<h2 class="title topictitle2" id="ariaid-title2">Deleting a line</h2>
<div class="body">
<p class="p">You can delete an existing line if you don't want to use it anymore.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You can't delete lines while you're on a trial.</div>
</div>
<p class="p"><strong class="ph b">To delete a line</strong></p>
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zrg_2dd_yt__d7e872" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Lines</strong> tab. </li>
<li class="li">Next to the line you want to delete, click the menu icon, then select <strong class="ph b">Delete</strong>. </li>
<li class="li">Click <strong class="ph b">Ok</strong> to confirm that you want to delete the line.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_sj2_kdd_yt">
<h2 class="title topictitle2" id="ariaid-title3">Recovering a number</h2>
<div class="body">
<p class="p">Your Zendesk phone number is removed from your account when your trial expires, when your
subscription is canceled, or when your account is suspended or deleted.</p>
<p class="p">Within 72 hours, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact Zendesk customer support</a> to reinstate your number if you
have resolved the issue with your account. </p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_fkr_j2d_yt">
<h2 class="title topictitle2" id="ariaid-title4">Adding a failover number</h2>
<div class="body">
<p class="p">In the event that service is unavailable, the failover feature can route all incoming calls
to a pre-designated number so you can help your customers with minimal disruption. </p>
<p class="p">With the Enterprise plan, if Zendesk is available to your end users but you are unable to
access it (for example if you’re experiencing a localized internet outage), you can request
to have failover manually initiated by <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contacting Zendesk Customer Support</a>. Zendesk will manually
initiate failover for you once a month.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Failover can be enabled for a maximum of 24 Hours.</div>
</div>
<p class="p">The failover number you choose:</p>
<div class="p">
<ul class="ul" id="topic_fkr_j2d_yt__ul_ovv_gkw_v1b">
<li class="li">Must not be a Zendesk phone number.</li>
<li class="li">Must be able to handle your support call volume, as all incoming calls are routed to
it.</li>
<li class="li">Is not restricted based on the location of your Zendesk phone number.</li>
<li class="li">Works only for incoming calls; outgoing calls do not have the ability to use the
failover number.</li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You must contact Zendesk to initiate failover. Failover cannot be initiated
automatically.</div>
</div>
<p class="p"><strong class="ph b">To add a failover number</strong></p>
<div class="p">
<ol class="ol" id="topic_fkr_j2d_yt__ol_m2c_rgm_2s">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fkr_j2d_yt__d7e872" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Next to the number you want to add a failover number for, click the menu icon, then
select <strong class="ph b">Edit</strong>.</li>
<li class="li">Enter the number in the <strong class="ph b">Failover number</strong> field on the <strong class="ph b">Settings</strong> tab.
<p class="p"><img class="image img-screenshot" id="topic_fkr_j2d_yt__image_gvl_vdl_rx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_failover.png"></p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Failover numbers must be entered in e.164 format. For more information, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823756570-What-are-the-accepted-phone-number-formats-for-Talk-" target="_blank">What are the accepted phone number formats for
Zendesk</a>.</div>
</div>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_nhq_4wy_11b">
<h2 class="title topictitle2" id="ariaid-title5">Setting number priority (Professional and Enterprise)</h2>
<div class="body">
<p class="p">On Professional and Enterprise plans, you can set certain phone numbers to be priority
numbers, meaning calls received at these numbers will be sent to the front of the queue of
available agents. For example, you might want to prioritize calls from actively subscribed
customers over calls from trial users. </p>
<p class="p">The list of phone numbers is sorted into priority numbers and all other numbers. You can
also filter this list to show only priority numbers or other numbers.</p>
<div class="p">
<strong class="ph b">To filter the list of numbers</strong><ul class="ul" id="topic_nhq_4wy_11b__ul_kgp_q1z_11b">
<li class="li">Click the drop-down list next to <strong class="ph b">All phone numbers</strong> at the top of the
list.<p class="p"><img class="image img-screenshot" id="topic_nhq_4wy_11b__image_txx_tbz_11b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_filter_numbers.png"></p>
<p class="p">Select <strong class="ph b">Priority numbers</strong> or <strong class="ph b">All other
numbers</strong> to filter the list accordingly. </p>
</li>
</ul>
</div>
<p class="p"><strong class="ph b">To set number priority</strong></p>
<div class="p">
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_nhq_4wy_11b__d7e872" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Hover over the number you want to edit and select the check box that appears.<p class="p"><img class="image img-screenshot" id="topic_nhq_4wy_11b__image_m4t_yyy_11b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_priority_select_number.png"></p>
</li>
<li class="li">Click <strong class="ph b">Set number priority</strong> at the top of the list of numbers. Select either
<strong class="ph b">Set as priority number</strong> or <strong class="ph b">Remove priority</strong>, depending on the change
you're making.<p class="p"><img class="image img-screenshot" id="topic_nhq_4wy_11b__image_ygg_xzy_11b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_number_set_priority.png" width="850"></p>
<p class="p">The list of numbers automatically refreshes with your
changes.</p>
</li>
</ol>
</div>
</div>
</div>
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