Continuity Settings

In an event where it is not possible to handle inbound calls (routed through Studio or Classic Routing), it is now possible for you to configure the behavior that those calls will have in such a disruption, through Continuity Settings.

Through the Continuity Settings tab in Studio, you will be able to define the following behaviors:

  • Forward inbound calls, that reach each Talkdesk number, to a specific phone number.
  • Forward inbound calls, that reach Talkdesk numbers, to a single external phone number.
  • Play an audio message.

With these solutions, you will be able to define the experience that you will provide to your customers in an unlikely event that prevents Talkdesk from handling inbound calls. 

Call Forwarding to Specific Phone Numbers

If you have specific Talkdesk numbers to handle specific matters (for example, you have a phone number that deals with incoming calls related to technical support, another one that deals with incoming calls related to billing, and so on) you can forward those specific calls to specific external phone numbers. You can do so by doing the following:

  1. Click on Studio and then select the Continuity Settings tab.
  1. You will see a setting named "Configuring forwarding to multiple numbers" [1]. This configuration allows you to define specific external phone numbers to which you can forward calls when they reach the specified numbers in your account. You can proceed with this configuration by manually entering them [2] or by importing them through a .csv file [3]

Importing Phone Numbers

  1. To import phone numbers, you will have to first click to download the template file [1]
  1. This template is a .csv file with two columns: 
  • “Talkdesk number”, which you should use to insert the Talkdesk number. 
  • “External number” to insert the external number to which the call should be forwarded.

Please ensure that you insert the Talkdesk number and the respective external phone number to which calls should be forwarded in each line. Then, save the file.

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Note

The numbers to be filled in the template should respect the E.164 format with the “+” prefix.*

  1. When your .csv file is ready, click on the Import numbers button [2]
  1. By doing so, a modal will appear where you will be able to upload your .csv file with the list that you have created. You can either drag and drop the file or browse it on your computer. Once you have selected the file, click on Import numbers [3].
  1. The uploaded list will be reflected in the interface, where each line that is presented corresponds to a line in the uploaded .csv file.

  2. Click Save at the top of the page to save your configuration.

Manually Adding Phone Numbers

  1. Fill the text box under “Talkdesk number” with the Talkdesk number that you wish to set for call forwarding [1]. Please bear in mind that the format of the number should respect the E.164 format with the “+” prefix.

  2. Fill the text box under “External number” with the External number to which the calls that reach the specified Talkdesk number should be forwarded [2]. Please bear in mind that the format of the number should respect the E.164 format with the “+” prefix.

  3. Click on Add number [3] and repeat steps 1 and 2 for every number that you wish to configure.

  4. Click Save at the top of the page to save your changes.

Call Forwarding to a Single Number

If you have other Talkdesk numbers that do not need to have call forwarding to specific external phone numbers (or if you don’t have that need for any of your Talkdesk numbers), you can forward your calls to a single number.

To do it, follow these steps: 

  1. Click on Studio and then select the Continuity Settings tab. 

  2. Under “Calls to numbers with no forwarding”, select the option Forward to a single number [1]

  3. On the text box that appears, enter the single external phone number [2]. Please bear in mind that the number should respect the E.164 format with the “+” prefix.

  4. Click Save at the top of the page to save your configuration [3]

Performing this configuration will make all calls that reach your account’s phone numbers - which have not been paired with a specific external phone number - to be forwarded to the specified single external number.

Play Audio Message

If no call forwarding is configured (either forwarding calls to multiple numbers or forwarding calls to a single number), a caller will hear an audio message when they call in, if this setting is active. By default, this is the message the caller will hear: We are currently not able to connect your call. Please try again momentarily.

In the scenario in which you do not wish to configure any call forwarding, you can define an audio message that your caller will hear in the unlikely event of an outage that prevents Talkdesk from handling inbound calls occurs. You can redirect the customer to other contact lines such as e-mail or chat, or other self-servicing channels at your customers’ disposal, for example. To do so, you can use: 

  • Text to speech
  • Link to external file

Text to speech

  1. Under “Calls to numbers with no forwarding”, select the option “Play audio message” [1].

  2. Select Text to Speech [2]

  3. Select the desired language that you wish to use to output your message [3].

  4. Insert the text for the message that you wish for your callers to hear [4].

  5. Click Save at the top of the page to save your configuration.

Link to external file

  1. Under “Calls to numbers with no forwarding”, select the option “Play audio message” [1].

  2. Select Link to External File [2].

  3. Insert a URL link to the audio file [3].

The URL will retrieve an external file that is in either MP3 or WAV format. Click on the Test audio button [4] to make sure the file is in perfect condition.
If the audio file is hosted on Google Drive, first make sure that the file is public by selecting "Anyone on the internet can find and access". Next, copy the file ID (it's the alphanumeric ID in the sharing link). You can use the following URL and add the file ID to it: https://drive.google.com/uc?export=download&id=

Updating and Maintaining the List of Phone Numbers

The list of phone numbers that have specific call forwarding defined can be updated by:

  • Manually adding (by clicking on Add number), deleting (by clicking on the trash icon) or editing (by writing the new values onto the existing fields), and then clicking Save.
  • Importing a new .csv template with the updated list. Please note that by doing so, the entire list will be replaced by the new one.

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Note

Whenever you purchase a new phone number or delete a phone number, it is advisable to also reflect those changes in the call forwarding settings you may have configured, to consistently have your business continuity settings updated.

Use Case Examples

Use Case 1

Company “A” has 10 different phone numbers. From these 10 phone numbers, only 3 are required to have calls forwarded to another 3 different external phone numbers. In this case, the defined configuration should be:

  • Company “A” can define the 3 Talkdesk numbers and respective 3 external phone numbers under Configuring forwarding to multiple numbers (either by importing a .csv template or adding the numbers manually).

In this scenario, if these settings are activated by Talkdesk, the behavior will be the following:

  • The calls that reach the defined 3 Talkdesk numbers will be forwarded to the 3 respective external phone numbers.
  • The calls that reach the remaining 7 Talkdesk numbers will hear an audio message (which is, by default: We are currently not able to connect your call. Please try again momentarily).

Use Case 2

Company "B" has 10 different phone numbers. For 3 of those phone numbers, the company would like to forward calls to 3 different external phone numbers. For the remainder of phone numbers, the company would like for all those calls to be forwarded to a single external number. In this case, the defined configuration should be:

  • Company "B" can define the 3 Talkdesk numbers and respective 3 external phone numbers under Configuring forwarding to multiple numbers (either by importing a .csv template or adding the numbers manually).
  • Under Calls to numbers with no forwarding configured, the user needs to select the option Forward to a single number option and then introduce the external phone numbers that will be the forwarding destination.

In this scenario, if these settings are activated by Talkdesk, the behavior will be the following:

  • The calls that reach the defined 3 Talkdesk numbers will be forwarded to the 3 respective external phone numbers.

  • The calls that reach the remainder 7 Talkdesk numbers will be forwarded to the external phone number defined under Calls to numbers with no forwarding configured > Forward to a single number .

In this scenario, callers will not hear an audio message as they will all be forwarded to an external phone number

Use Case 3

Company "C" has 10 different phone numbers. They only wish to play an audio message redirecting customers to other channels. In this case, the defined configuration should be:

  • Under Calls to numbers with no forwarding configured, the user needs to select the Play audio message option.
  • Then, they need to define the message to be played (either using Text to Speech or using a Link to an external file).

In this scenario, if these settings are activated by Talkdesk, the behavior will be the following:

  • The calls that reach any of the 10 Talkdesk numbers will hear the defined audio message.

Use Case 4

Company "D" has 10 different phone numbers. They wish to forward calls that reach all of those 10 phone numbers to a single external phone number. In this case, the defined configuration should be:

  • Under Calls to numbers with no forwarding configured, the user needs to select the option Forward to a single number option and then introduce the external phone numbers that will be the forwarding destination.

In this scenario, where these settings are activated by Talkdesk, the behavior will be the following:

  • The calls that reach any of the 10 Talkdesk numbers will be forwarded to the specified external phone number and no audio message will be played to the caller.