Transferring Support phones to and from Call Center

Support phones are transferred to the call center at 11pm Mountain Time as needed when the night shift coverage is unavailable (e.g. regular night shift person is out of office for a week).

To transfer Support phones to the call center:

1. In Zendesk, click the phone icon in the top right corner and switch the status from Online to Offline

2. Open the Admin menu by clicking on the gear symbol from the blue sidebar

   

3. Select Talk from the menu on the left

   

4. From the Talk page, select Numbers

   

5. For each number you want to transfer:

   • Click on the number to open its settings, then select Routing from across the top
   • Change the Call Center toggle to on (blue)
   • Change Support toggle to off (gray)
   • Click Save to save changes for that number
   • Repeat those steps for every number in the list, except for the CX Emergency Line. DO NOT change the CX Emergency line, or route it anywhere.

   Watch an example of how to route numbers from Support to Call Center (at closing) here. Watch an example of how to route numbers from Call Center to Support (at opening) here.

6. Scroll back to the top of the list of Numbers and go to the Dashboard section

   

7. On the Dashboard page (it will take a few seconds to load) you will see a list of every employee, including the Call Center, with their phone status listed to the right.

   

8. Click on the Unavailable status next to call center and switch the Call Center user to Available (Available: Phone) OR if you are routing phones back to Support in the morning, switch the Call Center user to unavailable.

9. Finally, call 855-495-5551 from your cell phone to confirm phones have been transferred successfully. Watch example video