Zendesk Talk EAP : IVR group routing
Configure multiple overflow groups for IVR.

Until now, customers were able to select only a single group when routing a call to a group following a keypress in an IVR. This led to missed calls when there was no agent available in the selected group. With the release of IVR Group Routing, customers can increase the probability of a caller reaching an agent by selecting multiple overflow groups.

For more information about IVR Group Routing, see https://support.zendesk.com/hc/en-us/community/posts/360033731853-What-is-IVR-Group-Routing-

IVR Group Routing will be available to Zendesk Talk Professional and Enterprise customers. Before we roll it out to General Availability, we’re offering this Early Access Program to give some of our customers early access to the functionality. The objective is to work closely with you to identify aspects of the functionality that need improvement or whether there are bugs as we continue to build the functionality.
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Need more detail on how it works?
Configure IVR Group Routing on the "Edit Route" page in the IVR settings whenever an action to route a call to a group is created.
For more details, see https://support.zendesk.com/hc/en-us/community/posts/360033731853-What-is-IVR-Group-Routing-
Is this available to everyone?
For this Early Access Program we are accepting applications only from Zendesk Talk Professional and Enterprise customers.
Are there limitations with the product?
As we receive feedback from the EAP, the feature might change in future releases. This EAP is for testing purposes and to receive feedback on the design and functionality of the feature.

What is expected of me?
There are a few things we ask:
1. Provide feedback on the feature, ease of use, and documentation.
2. Report any bugs.
3. Be open to working closely with us, initially and ongoing through this stage.
4. Be prepared that early versions of the feature might not work correctly.
Ready to take part?
All you have to do is sign-up by filling this form and we will notify you if you are selected to trial the EAP!
It may take a few weeks after you sign-up.
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