Routing Zendesk Talk calls to multiple agents at the same time

I would like to put my vote in for this feature as well, as it would help greatly in our contact centre to reduce abandoned calls and wait times.

In fact I feel this should be a priority feature for Zendesk to implement.

I am in a trial, but will not be signing up without this feature. I was expecting a variety of routing options from a major company like Zendesk. Simultaneous is a must and should be the first priority to add, but others that would be nice are fixed order, and the ability to repeat the routing x number of times before going to voicemail.

we need this on zendesk talk right away!

Where do I sign for this? :)
This would be super helpfull for it would reduce our missed calls and is like having the whole CE team available for the customers not just one person.

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Agreed, simultaneous call routing is something required for small teams.

For example, we have one primary support agent, who answers the majority of calls with 2-3 other team members who are able to answer a call if the primary agent is on a call or working on something else when the call is received. And a manager is able to get a call if nobody else is available.

With only the round robin implementation, the Manager becomes the first agent in the call routing, since they would answer the least amount of calls, then the next tier, and finally it rings the primary support agent, who has been "available" the least amount of time because it is their job to answer the majority of calls. By this time the caller has been on hold for far too long. You can see how the round robin option causes major problems for small teams where there is a primary person to answers calls, with other team members also available to do so, but who should not be the first option for calls to be routed to.

This should be a configurable setting. Let us decide if we want it as round robin or not.

Give us the option to adjust the 30 second waiting time to any inferior value if set as round robin and the let us decide the order of the agents if all available.  Using the IVR is a solution to order those agents per departments.

Twilio, the Zendesk provider for Voice (Talk), does not limit you on this as Freshdesk use the same provider and they offer that option. So? As I mentioned before it must be a commercial decision. We will see how correct this decision was if the clients will migrate to the competition.

Outside of the round robin vs all agents at once, I'd like to be able to utilize specific agent extensions within the same call group.

Basically, I'd like the setup to work like a customer calls the single support line, and if they KNOW the extension of the agent they wish to speak with (the agent they spoke to previously provided the extension or the customer saw it in the email signature) they can hit that number and speak to the agent. A prompt of knowing the party extension is fine, but what I specifically do not want is to break my agents up into different groups and for the support number to just read off the groups/agent names for the customer to select.

So the typical "Thanks for contacting support, someone will be with you shortly, but if you know the party's extension you wish to speak with, please dial it now..." kind of a thing.

This is a good feature request Jeff, but if you have different agent shifts this might not work or you should complete it with something like this "the agent is not available at this time ...leave a message and you will be contacted shortly".

We have a small support team (2) and we would prefer our support calls to go to both if they are both available.  That would allow one of them to continue their work if they are in the middle of something, it also supports faster response times.