Forums/Documentation/Tickets and channels

Setting up Zendesk Voice

Anton de Young
posted this on September 02, 2011 08:55

The Voice channel integrates live telephone support into your Zendesk. Agents make themselves available to receive calls and their conversations with customers are recorded and added to tickets. When agents are unavailable, customers leave voicemail messages that automatically become tickets containing the voicemail recording and a transcription. The maximum length of voicemail recordings is two minutes.

The Zendesk Voice incoming call workflow is described in Taking inbound telephone calls with Zendesk Voice in the Zendesk Agent Guide.

Your agents can also make outbound calls. The outbound call workflow is described in Making outbound telephone calls using Zendesk Voice in the Zendesk Agent Guide.

Setting up the Voice channel means selecting a telephone number for incoming calls and then setting your call queuing options and recorded greetings. You'll also want to create business rules to track and manage Voice tickets.

Only an administrator can set up the Voice channel. For a list of system and browser requirements, see Zendesk system requirements.

Note: For a video tutorial for setting up Zendesk Voice, see the Zendesk Voice Walkthrough Video support tip in our forums.

This article covers the following topics:

Voice trial, subscription, and billing

Zendesk Voice is available to all subscription plans.

When you set up the Voice channel, your first $1.00 of call activity is free. Once your free credit has been used, you need to subscribe to Zendesk Voice to continue using it.
Note: Please note that all outbound calls on trial accounts are limited to 2 minutes.

Zendesk Voice is billed separately from your Zendesk subscription. You pay monthly for calls made through Zendesk Voice. All calls are rounded up to the nearest minute.

Zendesk Voice offers rates based on the call costs that Twilio, our service provider, charges for accepting calls to your Zendesk Voice number, forwarding phone calls to support agents, and transcribing voicemails.

A phone call between a customer and support agent in Zendesk consist of two legs: an inbound leg, where the customer calls your Zendesk Voice phone number, and a forwarding leg, where Zendesk forwards the phone call to a support agent's phone line or browser. A voicemail consists of an inbound leg and a transcription cost if you have elected to transcribe voicemails. The cost of each call is the sum of each call leg.

You can find all the Voice pricing information in Zendesk Voice pricing.

To subscribe to Zendesk Voice

  1. Click the Admin icon () in the sidebar, then select Settings > Subscription.
    Zendesk Classic: Select the Settings menu, then select Account.
  2. Click Purchase Plan.
  3. Under Extras, select the Zendesk Voice check box.
  4. To also transcribe voicemails, select the Transcribe voicemails check box.
  5. In the Payment information pane, enter your credit card information, then click Purchase.

Selecting a telephone number

The first step in setting up your Voice channel is choosing a telephone number for your customers to call for support. You can select from the following numbers in the following countries:

  • Local or toll-free (freephone) phone numbers in the US, Canada and the UK.
  • National numbers in these countries: Austria, Australia, Belgium, Denmark, Finland, France, Hong Kong, Ireland, Italy, Japan, Netherlands, New Zealand, Poland, Portugal, Spain, Sweden.

If you have an existing telephone number that you already use for support, you can forward calls to the number to the Zendesk Voice number. If you have a US-based number, you can port the number to Twilio to use as your Zendesk Voice number.

Topics covered in this section:

Selecting a new telephone number

  1. Click the Admin icon () in the sidebar, then select Channels > Voice.
    Zendesk Classic: Select the Setting menu, then select Channels > Voice > Edit.
  2. To select a telephone number, click Choose a phone number for your Zendesk.

  3. Select a country and area code (if applicable) and then click Search. You can also search for phone numbers containing specific sequences of letters or numbers.

  4. Select a phone number and then click Choose Number. Note that your phone number is free while you are in trial but cannot be changed. To change your phone number or add an additional number, you must add Zendesk Voice to your account's subscription.
  5. Accept the Zendesk Voice terms and conditions and then click Purchase this number and then Finish.

Once you've selected a phone number, the Voice channel settings appear.

These settings are described in other sections of this article.

Using an existing telephone number

If you want to keep using an existing telephone number for support, you can forward the calls to a Zendesk Voice number. If you have a US-based number with another carrier, you also have the option of porting the number to Twilio to use as your Zendesk Voice number. Note that porting a number can take two to four weeks.

To forward calls

  1. Set up a Zendesk Voice number as described in the section above.
  2. Ask your telephone service provider to forward calls to the Zendesk number.

To port an existing number to Twilio (U.S. only)

  1. Gather the following information in an email with the subject "Requesting Number Port":
    • Specify the name of the requester, billing address, business address if different, type of number, and Zendesk subdomain
    • Attach a Letter of Authorization in PDF format (download PDF here)
    • Attach a billing statement from your current phone carrier in PDF format
  2. Send the email to support@zendesk.com.

For more information, see the Twilio porting FAQ.

Opening ports for the Voice channel

You need to open port exceptions on your computer and network firewalls to enable Zendesk Voice to function.

Port Requirements are:

  • Opening of ports 10,000 - 60,000 UDP
  • Incoming and outgoing
  • *No designated IP for traffic
To open your ports
  1. Open ports on your computer.

    To do so, follow the steps for your operating system in How to open your computer ports.

  2. Open ports on your network firewall.
    • For an enterprise/office environment, give the above port requirements to your IT team.
    • For a home environment, follow the steps for your operating system in How to open your home network ports.
  3. (Optional) Test your ports to confirm they are open.

    To do so, see How to test if your ports are open.

Enabling the Voice channel and configuring the general settings

To enable the Voice channel, select the Enable Voice option under Admin icon () > Channels > Voice > General Settings tab. This enables you to receive inbound calls. If you want to also make outbound calls, select the Allow outbound calls? option. You'll also want to configure the following Voice settings under General Settings.

Voice settingDescription
Maximum queue size Your call queue size determines how many incoming calls will be kept waiting for an available agent before being sent to voicemail.

You can select one of the following queue sizes:

  • 0
  • 2
  • 5
  • 10
  • 15
Maximum queue wait time Callers who wait longer than the time specified in the maximum queue wait time are sent to voicemail.

You can select one of the following wait times:

  • 1 minute
  • 2 minutes
  • 5 minutes
  • 10 minutes
  • 15 minutes
  • 20 minutes
New live call recordings are public? Enabling this option allows the requester to see recordings from live calls that are added to tickets.
Only route calls during business hours? Enabling this option routes calls to available agents only during your account's configured business hours. Outside of your business hours, all calls are sent directly to voicemail.

If you haven't already done so, you can configure your business hours (see Setting your business hours.

Agent wrap-up after calls? This option gives agents time to finish making notes in a ticket before they take another call. Agents can take as much time as needed, then click an option in the call console when they are ready to become available for another call.

If your agents are answering calls while they are away from their computers, or if they don't need extra time after calls, you can disable this setting. When this option is disabled, agents are immediately available for the next call when they finish a call; they do not need to click and option to become available.

Support tip! Check out what our support advocate Max says about this option in The Call Center Unplugged.

Agent confirmation when forwarding?

When agents forward calls to their phones, this option requires agents to press a key before the call is connected to indicate that a person is answering the call and not an automated voicemail. This prevents calls from forwarding to an agent's personal voicemail if they do not answer. Forwarded calls not answered with a key confirmation are routed to the voicemail system and recorded in a ticket.

If your agents forward calls to a phone system where personal voicemail boxes are not an issue, you can disable this option so that agents are immediately connected to callers when they answer.

Allow UK mobile agent number forwarding? This option allows agents to forward calls to UK mobile phone numbers. Calls forwarded to UK mobile phone numbers incur a higher cost per minute than US numbers. For pricing information, see the Forwarding Rates section in Zendesk Voice pricing.

These settings can be changed at any time. For example, during especially busy times, you might want to increase the size of the queue or the maximum wait time.

Selecting voice greetings

The Voice channel provides recorded greetings for routing callers to voicemail, to tell users that an agent will answer shortly, and also music while users wait for an available agent or are put on hold.

If you prefer to use your own custom greetings, you can record new messages using a telephone or you can upload an existing audio file.

For Regular, Plus, and Enterprise, if you have multiple phone numbers, you can apply different greetings to each number. This enables you to offer a branded or localized experience for each phone number.

To create a custom greeting
  1. Click the Admin icon () in the sidebar, then select Channels > Voice.
    Zendesk Classic: Select the Setting menu, then select Channels > Voice > Edit.
  2. Select the Greetings tab.
  3. Click Add greeting in the upper-right corner.

  4. Enter a name for your greeting, select the kind of greeting, and select phone numbers you want to use this greeting for, if you have multiple numbers.
  5. In the Greeting settings page, click Record to create your custom greeting.
  6. Click Record using a phone or Upload an audio file.
    • If you selected to use a phone, enter or confirm your telephone number, then click Call and record. You'll receive a call at this number prompting you to record and save your new greeting.
    • If you selected to upload a prerecorded audio file, you'll be prompted to select and upload a file. Both WAV and MP3 files are supported. The maximum file size is 10 MB.
  7. In the Greeting settings page, click Update greeting.

    You can manage your active and inactive greetings for each phone number in the Numbers tab.

To manage your greetings
  1. Click the Admin icon () in the sidebar, then select Channels > Voice.
    Zendesk Classic: Select the Setting menu, then select Channels > Voice > Edit.
  2. Select the Numbers tab.
  3. Click Edit beside the number you want to change greetings for. (You might have to scroll to the right to see it.)
  4. Select a greeting from the drop-down menu to change your Voicemail greeting, Available agents greeting, or Wait greeting.

    You can click the Play button to hear any of the greetings. If you need to create more greetings, do so in the Greetings tab.

  5. Click Update phone number settings when you are finished.

Routing calls to specific groups

On Regular, Plus, and Enterprise, you can route all calls for a phone number to a specific group or to a set of groups in Zendesk.

When a customer calls the phone number, the call will only route to agents in the assigned group. If more than one group is selected, the call will route to agents in the primary group first, then to agents in the secondary groups in a round-robin fashion.

If no agents are available in any group, or if the queue wait time is exceeded, the call goes to voicemail. The resulting voicemail ticket is assigned to the primary group.

To manage your greetings
  1. Click the Admin icon () in the sidebar, then select Channels > Voice.
    Zendesk Classic: Select the Setting menu, then select Channels > Voice > Edit.
  2. Select the Numbers tab.
  3. Click Edit beside the number you want to change greetings for. (You might have to scroll to the right to see it.)
  4. In the Group routing section of the Voice settings page, select one or more groups.

  5. If you selected multiple groups, choose a Primary group from the drop-down menu.

    Calls will be routed to the primary group first, then to secondary groups. If no agents are available, the resulting voicemail ticket is assigned to the primary group.

  6. Click Update phone number settings when you are finished.

Using the call activity dashboard

The call activity dashboard displays data about the call queue and your agents' Voice channel activity. The time data in the dashboard is displayed in minutes and seconds. To view the call activity dashboard, click the Admin icon () in the sidebar, then go to Channels > Voice > Call Activity tab.

Three sets of data capture the current queue activity, activity over the last 24 hours, and activity for each agent. Current queue activity and agent activity are updated every five seconds. Agent activity over the last 24 hours is updated at the top of each hour. This data is described in the following tables.

Table 1. Current queue activity
Activity metricDescription
Calls waiting The current number of callers in the queue waiting for the next available support agent.
Average wait time The average wait time for all callers who are waiting for an available agent.
Longest wait time The longest wait time for any caller in the queue.
Table 2. Queue activity, last 24 hours
Activity metricDescription
Total calls The total number of phone calls to your Zendesk phone number in the last 24 hours.
Most calls waiting The largest the call queue has been in the last 24 hours.
Average wait time The average wait time in the call queue, across all calls, in the last 24 hours.
Longest wait time The longest any caller has waited in the call queue in the last 24 hours.
Average talk time The average length of live phone call conversations in the last 24 hours.
Table 3. Agent activity, last 24 hours
Activity metricDescription
Agent The agent's name and status. An agent can be in one of the following four states:

Not Available means that the agent is not available to take phone calls.

Available means that the agent is available to take calls.

On Call means that the agent is unavailable because they are on another call.

Wrap Up indicates that the agent has completed the last call but are busy updating the ticket and are therefore currently unavailable to take another call.

Time available The total time the agent has been Available, On Call, and in Wrap Up in the last 24 hours.
Calls accepted The total number of phone calls the agent has accepted in the last 24 hours.
Calls declined The total number of times the agent has declined an incoming call in the last 24 hours.
Calls missed The total number of times an agent has not answered their phone and the call was routed to the next available agent in the last 24 hours.
Average talk time The average length of all live phone calls answered by this agent in the last 24 hours.

Reviewing call history

The Call History Tab lists all call activity and the billing for your Zendesk. The history will be displayed by billing period (a billing period is 30 days) with a total of one year of billing data always available for your reference. All calls are rounded up to the nearest minute. To view the call activity dashboard, click the Admin icon () in the sidebar, then go to Channels > Voice > Call History Tab.

The data contained in the call history is described in the following table.

Table 4. Call history data
Call history dataDescription
ID This is the call transaction ID and is used for billing purposes.
Ticket ID The ticket number generated from a completed Voice call.
Date/Time The date and time the call was received.
From If the caller has already been added to your Zendesk and their user profile contains the telephone number they are calling from, then this column will display their name. If not, the caller's telephone number is displayed. If the caller blocks their number, you'll see 'Unknown'.
To This is either your Zendesk Voice support number or the agent's telephone number.
Agent This is either the name of the agent who answered the call or, if the call was unanswered, 'voicemail' is displayed.
Call Status Abandoned or Completed. Abandoned means that the user hung up the phone or was otherwise disconnected before a ticket was created. The abandoned status includes Abandoned in Voicemail, Abandoned in Queue, Abandoned on Hold, or Abandoned Unknown. Abandoned in Voicemail means the caller hung up before leaving the voicemail. Abandoned in Queue means the caller hung up while waiting in the queue. Abandoned Unknown means the caller hung up elsewhere in the process before they could be connected to an agent.

Completed means that the call was completed and a new ticket was created (a link to the ticket number is added to the Ticket ID column).

Wait time The time between when the caller called and when the caller was connected to an agent.
Hold time The total time the caller was on hold.
Wrap-up time The time the agent was in wrap-up after the call ended.
Minutes The total number of minutes the call lasted.
Charge The total charge for the call.

Exporting your call history as a CSV file

You can export your call history to a CSV file that can be opened in spreadsheet application. The CSV file includes all calls made to your Voice channel and contains the same data that is shown in the table above.

To export your call history as a CSV file
  1. In the Call History tab, select Export to CSV in the upper left corner.
  2. The CSV file will be built and you'll receive an email notification that contains a download link.

Selecting a browser or a phone to take calls

Agents can choose to take calls with a phone or with a web browser:

Selecting a web browser

Agents can take calls with a web browser running on a computer equipped with a microphone.

Note: Calling rates still apply because incoming and outgoing calls are still routed through Zendesk.

The web browser that an agent uses may affect audio quality. Zendesk recommends Google Chrome for the best experience. Chrome relies on browser-native audio compression and streaming capabilities known as WebRTC, or web real-time communications. The standard is currently only supported by Chrome.

The WebRTC standard provides better audio quality for the agent in terms of hearing a call as well as speaking to a customer. Another benefit is that it relies on the computer's audio settings for adjusting the microphone's volume.

Agents can use another browser such as Firefox, Safari, or Internet Explorer, even if the browser doesn't currently support the WebRTC standard. The browser in that case uses the Adobe Flash browser plugin to compress and stream audio.

Note: The Flash plugin is used by all browsers with Zendesk Classic.

To select a browser to take calls

  1. Log into Zendesk in the browser you want to use.
  2. Click the Voice icon () on the right side of the toolbar.
  3. In the Voice console, click the globe icon and then select Via Browser.

Regardless of the browser or technology used to stream audio, each agent must grant permission to Zendesk to use their computer microphone. The agent can grant permission while accepting the first call to the browser, or by using the Voice console.

To grant microphone permission while accepting the first call

  1. When prompted, grant permission to Zendesk to always use your microphone.

    Depending on your browser, the prompt may be a pop-up browser toolbar or an Adobe Flash dialog box.

  2. Click Accept to accept the call.

    In Chrome, the process is as follows:

To grant microphone permission with the Voice console

  1. In Zendesk, click the Voice icon () on the right side of the toolbar.
  2. Click the Settings (gear) icon in the Voice console.

  3. When prompted, grant permission to Zendesk to always use your microphone.

    Depending on your browser, the prompt may be a pop-up browser toolbar or an Adobe Flash dialog box.

Selecting a phone

Agents can forward calls to a forwarding telephone number specified in their user profile. The forwarding number is never visible to callers.

To select a phone to take calls

  1. In Zendesk, click your user icon on the right side of the toolbar and select View Profile Page.
  2. In the Agent Forwarding field in the left sidebar, enter a phone number where you can be reached.

  3. Click the Voice icon () on the right side of the toolbar.
  4. In the Voice console, click the globe icon and then select Via Phone.

Testing your Voice channel

You can test your new support phone number by selecting your availability and then calling the number. When you enable the Zendesk Voice channel, the Voice icon is added to top toolbar.

Zendesk Classic: The Voice menu is added to the top menu bar.

Each availability option allows you to test different aspects of using the Voice channel. Available via browser directs the call to the browser. Available at <phone number> forwards the call to the telephone number in your user profile (this number is never visible to callers). When Not Available is selected, the call is routed to the next available agent or sent to voicemail.
To test voicemail
  1. Click Offline.
    Zendesk Classic: Click the Voice icon, then select Not Available.
  2. Call your support phone number.
  3. You'll hear the voicemail greeting. Leave a message.
  4. Check your ticket view and you'll see a new ticket that includes the voicemail recording and a transcription.
To test a live call
  1. Click Online, then click the drop-down icon next to the Online button. Select Via browser .
    Zendesk Classic: Click the Voice icon, then select Available via browser.
  2. Call your support phone number.
  3. The call console will be displayed in the lower right corner of the web browser.

  4. If you selected Available via browser, click Accept to pick up the call. If you redirected calls to your telephone, your phone will ring and you'll be prompted to accept the call. Once you do, a ticket is created. The incoming call workflow is described in detail in Taking inbound telephone calls with Zendesk Voice.

Setting up business rules to track and manage Voice tickets

To track tickets received via the Voice channel or include them in your business rules, the Ticket channel condition returns both tickets generated via voicemail and incoming phone calls.

For example, to track all voice channel tickets, you can create a view using Ticket channel is Voicemail and Ticket channel is Phone call (incoming) or Ticket channel is Phone call (outgoing).

The Ticket update via condition can also return voicemail and incoming phone calls.

You can also create reports using both the standard Zendesk reporting and Advanced Analytics. In Advanced Analytics, you can report on tickets by type, which of course also includes tickets generated from incoming phone calls and voicemails.

Agents allowed to accept phone calls

All agents can accept phone calls once Voice has been enabled for your Zendesk. In the Enterprise version of Zendesk, you can choose the agent roles that are allowed to use Voice. By default, all the pre-defined agent roles, not including Light Agents, have permission to answer phone calls.

You can modify the predefined roles or create new roles that include, or exclude, the permission to accept phone calls. For more information, see Custom agent roles.

Recovering a Voice number

Your Voice number is removed from your account when your trial expires, your Zendesk Voice subscription is cancelled, or your account is suspended or deleted.

Within 72 hours, you can contact Zendesk Support to reinstate your Voice number, if you have resolved the issue with your account. After that timeframe, you might be able to recover your Voice number. You can contact Zendesk Support to find out.

To recover your Voice number
  • Submit a support request to Zendesk Support at support.zendesk.com.

Adding more voice numbers

Regular, Plus, and Enterprise accounts can add more telephone numbers to Zendesk Voice. Calls to all phone numbers will be added to the same call queue. You might want to add more numbers to provide your customers with a toll-free support number or to add more local telephone numbers. As Zendesk Voice currently supports transcription in English only, transcription can be enabled/disabled per phone number (see Editing your Voice number settings below).

To add another Voice number
  1. Click the Admin icon () in the sidebar, then select Channels > Voice.
    Zendesk Classic: Select the Setting menu, then select Channels > Voice > Edit.
  2. Select the Numbers tab.
  3. Click Add phone number and follow the same steps you did when setting up your initial Voice number (described above in Selecting a telephone number).

Editing your Voice number settings

For each of your Voice numbers, you can set a nickname (to distinguish between your different voice numbers), enable or disable text transcription, enable or disable call recording, and select a voicemail greeting.
Note: Text transcription is available in English only.
To edit your Voice number settings
  1. Click the Admin icon () in the sidebar, then select Channels > Voice.
    Zendesk Classic: Select the Setting menu, then select Channels > Voice > Edit.
  2. Select the Numbers tab.
  3. Next to the number you want to edit, click Edit.

  4. Update your settings as needed then click Update phone number settings.

A note about compliance with laws and regulations governing recordings

Zendesk Voice records and stores all conversations made to or from your Zendesk Voice enabled phone number as well as all voicemails. Certain jurisdictions (state, local and international) prohibit the recording of phone conversations without the consent of one or both parties. Please be sure to investigate, understand and comply with the laws and regulations regarding recording of phone conversations in each jurisdiction where you receive or place calls using Zendesk Voice. In some cases, you may be required to have your agents obtain affirmative consent and provide information on alternative means of obtaining support in order to use Zendesk Voice in compliance with applicable regulations.

 

Comments

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B2b

Setting up business rules to track and manage voice tickets.

I would like to be able to make monthly reports of how many phone calls and how many minutes each of our agents does, can you suggest how we can use the business rules to accomplish this?

September 15, 2011 12:44
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Aaron Pewtherer
Zendesk

@B2b At the moment, you can export the Voice usage for the current billing period as a .CSV This will provide name of the agent answering the call, as well as total billable* minutes. You can find this report (when logged in as admin) at (Settings > Channels > Voice > Call History)

*Billable minutes include hold time in queue.

September 23, 2011 15:29
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Eric Salerud

Twilio seems to launch a beta for Europe Voice.

Will Zendesk provide European numbers thru Twilio to?

November 24, 2011 02:47
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Steven Yan
Product Manager

Eric, we are working very closely with Twilio to enable additional countries for Zendesk Voice.  Our plan beyond our upcoming UK launch is to roll out to a number of additional countries in Q1 2012.

November 24, 2011 10:12
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Norman

I get this Adobe Flash popup every time I try to set myself up for the voice service via the browser.

Unfortunately, I cannot click anything in the warning: http://screencast.com/t/meU5MYrUaQK

Any ideas?

December 16, 2011 07:13
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Norman

Well, i got this to work in one browser now, but here's the next problem:

now that i call the number, I hear "ring"-the sound on my pc, but I don't get this type of popup anywhere:

http://screencast.com/t/SFt717p6lSO

Where is that supposed to popup?

December 16, 2011 07:23
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Steven Yan
Product Manager

@Norman, the flash popup problem is usually related to your version of flash being an old one.  I would suggest upgrading to the latest version of flash.

As for your second issue, can you tell me what browser type and version you are using?  The popup should show up in the lower right hand corner of your Zendesk browser window.

December 16, 2011 08:09
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Amanda Malis
planetshoes

I am testing Zendesk Voice currently and I am having an issue getting the phone to ring. I log in and choose available via browser. I do not receive any pop up at all. I have tried in FF 3.6 and FF 9. I have upgraded to Flash 11 but I am still not getting the pop up.

When I call the number, it shows that I am on the call, but I cannot hear the call ringing, see the pop up to accept the call or hear the call. Am I missing something in our setup?

January 25, 2012 13:41
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Steven Yan
Product Manager

Hi Amanda, can you let me know your Zendesk subdomain so we can diagnose this?

January 25, 2012 13:49
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Aaron Pewtherer
Zendesk

@Amanda I just tested your Voice; created tickets 6 & 7 on your system using Chrome & FF 9. Make sure you have enabled the Flash popup. You can verify by clicking "change audio settings" under the Voice icon; make sure it's listed as "Allow" and "Remember." If are still having an error, email support@zendesk.com with your operating system, so we can replicate your issue.

January 25, 2012 13:53
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Jeffrey Dunn
generationone

Hold on a minute - let me make sure I understand this correctly: Zendesk built a beautiful iPad app to allow agents more flexibility on the go. But when they built Zendesk Voice, they built it on a Flash platform?!? MAJOR oops.

I understand that it would be difficult to use the iPad itself to answer calls (although it is possible to do), but at least make it so I can use the iPad to make an agent "available" via their mobile. If an agent is on the go, and the time comes when they need to be made available for calls, they would have to first log on using a PC to make themselves available before grabbing their iPad and taking off. This doesn't make sense.

January 27, 2012 06:13
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Steven Yan
Product Manager

@Jeffrey, we like the mobile use case but we did not target it specifically for v1 of the Voice feature -- as you can see from the other feedback, we have a lot of enhancements to make in other areas.  

The Flash client that we use is only for accepting calls in the browser and won't block us from enabling your use case.  The availability state is a completely separate feature from that.  When we do eventually support actually taking calls in our mobile apps, we have iOS and Android SDKs that we would use.

So in a nutshell, I agree that the Voice feature today is hard to use if you're mobile.  Technically you could login via your mobile web browser and make yourself Available at your mobile phone number.  However, it's a use case we haven't addressed directly yet.

January 27, 2012 06:59
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Jeffrey Dunn
generationone

@Steven, thank you for the reply. When you say "Technically you could login via your mobile web browser and make yourself Available at your mobile phone number.", that is precisely what I would like to do, but the "phone" icon, or "phone" dropdown menu does nothing in iOS. The "twitter" menu right next to it, and all the others on the interface work just fine. You say that "it's a use case we haven't addressed directly yet." Does that mean it isn't supposed to work just yet?

January 27, 2012 07:25
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Steven Yan
Product Manager

Hi Jeffrey, if the phone icon isn't working from your mobile browser, that's a UI bug and not Flash-related; I can have that looked at and will open a ticket.  As for your second question, it should work if you could make yourself available via your mobile browser, but it's not a use case that we explicitly test for.

January 27, 2012 07:36
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Amy Hsueh

Hi, we have a really old phone system from the 70's.  That wouldn't cause any problems during set up, would it?  FYI, I am based in the US.

February 03, 2012 12:46
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Aaron Pewtherer
Zendesk

@Amy Since Zendesk Voice is an incoming-only number, as long as your phone system can be configured to forward calls to the Zendesk Voice number assigned to you, then you can receive calls inside your Zendesk.

February 03, 2012 12:50
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Andy Gambles
aguk

Is it possible to obtain multiple numbers for Zendesk Voice?

I would like the option of providing a US and UK number to customers.

Thinking further it would be great to assign particular numbers to particular Agent Groups. such as Spanish Speaking Agents or English Speaking Agents.

February 14, 2012 07:21
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Steven Yan
Product Manager

Hi Andy, thanks for sharing your needs.  These are all on the roadmap, with multiple number support coming first.

February 14, 2012 09:55
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Steven Yan
Product Manager

Hi everyone!  We're looking for beta testers to help us test our upcoming international, toll-free and multiple number features.  If you're interested, please email voice-beta@support.zendesk.com.  

March 06, 2012 17:02
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Dena DeBry

We really want to test the Voice set-up, but are waiting for the higher-ups to make some decisions about what area code to use. Can we change the Voice number later if we need to?

March 13, 2012 08:51
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Steven Yan
Product Manager

Hi Dena, we will soon be releasing the ability to add multiple numbers, which also includes giving each admin complete control over their numbers.  You will be able to remove and re-add numbers once you add Voice to your subscription -- during trial the number will be free but you're not allowed to remove it.  I'll add you to our beta.

March 13, 2012 09:25
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Marlene Summers
zuora

Hi,

Is there any computer hardware requirements for Zendesk Voice? My agent says it gives a message you need a microphone.

Are the software requirements (ie Flash) documented somewhere?

March 15, 2012 21:40
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Aaron Pewtherer
Zendesk

@Marlene The only software requirement is having a up-to-date Flash player software installed, and a microphone.  

When the Flash pop-up appears, you can click on the microphone tab to choose any available microphone on your system. You will only see the warning that a microphone is needed if your choose, "Available via browser." If you choose to answer via an agent forwarding number set in their profile, you will not see this message.

March 16, 2012 08:59
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Pavel Smirnoff

There's one serious problem with this new voice feature. I want to make sure the calls are received by agents even if they are not near computer (browser is closed). Currently, If the browser is closed, agent receives the first call (good), but after that call no new calls are routed to the agent. Agent actually needs to login to the web portal and click a button "Accept the call and continue taking new calls" in the bottom right corner of the screen. Are you guys aware of this?

April 14, 2012 15:12
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Steven Yan
Product Manager
@Pavel, if you look at the conversation earlier in this thread, there are similar comments from other customers. When we built the first version of this feature, it was targeted more toward agents who are taking calls while using our interface. We are aware of the shortcoming you mentioned and we will be making the wrap-up period a configurable setting in the future. Thanks for voicing your feedback.
April 14, 2012 17:02
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Pavel Smirnoff

Steven, looks like you fixed the problem, Customers can now call more than one time without using web interace :) thanks!

April 16, 2012 22:46
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Steven Yan
Product Manager

Hi Pavel, that should not be the case.  The wrap-up step still exists.  I've verified this in production, are you seeing something different?

April 17, 2012 14:09
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Marlene Summers
zuora

Hi Steven,

We just setup and informed our customers about Zendesk Voice so we are very excited.  Quick question, other than the screen under Reporting ->Voice, are there any other exportable Zendesk reports or Gooddata reports which indicate metrics regarding the Voice Feature.  Thx in advance!

Marlene Summers
@ZuoraSupport

April 17, 2012 14:14
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Steven Yan
Product Manager

Hi Marlene, if you go to Settings > Channels > Voice > Call History you can export your full call history (click the CSV link in the upper right), which includes whether a call is accepted or abandoned as well as information about which number the caller is calling.  This will help you gauge call volume by agent and by incoming phone number.

April 17, 2012 14:22
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Marlene Summers
zuora

Cool! Thx Steven! I don't suppose there is something similar for the Zendesk chat feature, is there?

April 17, 2012 14:34
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Steven Yan
Product Manager

Marlene, we don't have anything similar for chat.  Having said that, these channels are very similar and have similar reporting needs.  We're working on unifying this.

April 17, 2012 16:15
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Mathias Bucht
ismotec

HI,

we need a function that routes all calls directly to an external number when no agent is available. There are many occasions when no one is logged on to Zendesk but instead all calls go to our on duty operatror's mobile phone.

Is there any such solution

April 22, 2012 23:18
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Steven Yan
Product Manager

Hi Mathias, that's a great use case and makes sense.  We don't currently have any functionality which enables this.

April 23, 2012 09:21
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Mathias Bucht
ismotec

@Steven

Any time plan for such a function?

April 24, 2012 03:38
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Sergio Alvarez
treering

Hello, Just a few questions...

Multiple Numbers:

- Is it possible to set triggers/automations for calls that some into this number, or route where they go?

Call Recording

- Is it possible to access/delete recordings via a FTP type interface?

- Is there an option to disable call recording on the fly? Or at least permanently? (I need to ensure that we are PCI DSS compliant. )

Thanks in advance!

April 25, 2012 15:55
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Aaron Pewtherer
Zendesk

@Sergio Please see your answers below:

1) Is it possible to set triggers/automations for calls that some into this number, or route where they go?
- This may be possible with future rollouts with Voice that plan to include agent grouping. Stay tuned. 

2) Is it possible to access/delete recordings via a FTP type interface?
- The call recording is an HTTP link with a token, so this could be accessed via file accessing program. The file cannot be deleted as it lives on Twilio's servers. 

3) Is there an option to disable call recording on the fly? Or at least permanently? (I need to ensure that we are PCI DSS compliant. 
- No "on-the-fly" stopping of the recording. You would need to delete the ticket after completion, make the call always private, or modify the triggers to not send notifications when tickets are created.

April 25, 2012 16:02
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Sergio Alvarez
treering

Thanks Aaron, 

Since the call recordings live on Twillio's servers this means that the call recordings are permanently stored? The reason why I ask is because our company would like to accept payments over the phone and we cannot (Due to PCI Standards) store sensitive customer information without the ability to remove it. 

April 25, 2012 16:13
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Steven Yan
Product Manager

@Mathias, I can't offer an ETA on that at this time.

April 26, 2012 00:17
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YeRen Pang

Hi Steven, 

Am trying to  test Zendesk Voice, I can see the pop up to accept call, after accept it, the screen at the lower right corner shows connecting ... then a message prompt "Zendesk Voice encountered an error. Please try enabling again (EC3)" 

Was using Chrome 12 and Firefox 12 with latest Flash, both prompt the same error. anything to do with firewall?advice appreciated

April 30, 2012 03:54
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Steven Yan
Product Manager

@YeRen That looks like an error with Twilio's client.  I don't believe firewall would be a issue here -- if you can get the call console to appear then that means the connection does work correctly.  I'm going to create a ticket for you so we can investigate this further.

April 30, 2012 08:57
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Rerenegade

Starting to get robo calls to my Zendesk number. Will you be including an easy way to block numbers or at least auto delete tickets from a specified numbers list? Unless I'm missing something, I don't see an easy way to create triggers based on specific phone numbers.

May 07, 2012 15:37
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Steven Yan
Product Manager

Hi Rerenegade, we have not yet implemented any blocking or filtering by phone #.  We do have upcoming plans to implement views/triggers/automations by incoming phone number.

One point to mention is that even if we did implement a blocking capability, the call would still be charged for an inbound leg (1.3¢/min) since the call would have to connect in order for us to block it.

May 07, 2012 21:47
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Ryan Engley
unbounce

Hi Steven - I wasn't sure if support@ or the forums was the best place to go for this but I figured I would start here.  We've had a number of ZenDesk voice issues recently and I wanted to reach out in case there are any known bugs.  I've had a handful of customers let me know that they have called and been put on hold but none of our agents has been notified of the call.  We have our system configured to send callers to voicemail after one minute (callers report having been on hold longer than that) and each of our agents has the system configured to forward calls to a phone number, rather than the browser.  Have other users encountered similar issues?

May 10, 2012 13:23
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Steven Yan
Product Manager

Hi Ryan, we definitely want to take a look at that.  I'll open a ticket for you, if you can let us know what are some calls on which this has occurred that would be helpful, we can look into our logging to find out what the issue was.

May 10, 2012 13:29
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Ryan Engley
unbounce

Hi Steven - sure thing.  I've got at least one call to share with you and will keep our team's eyes/ears open for any more.  I'll watch for the ticket and follow-up there.  Cheers.

May 10, 2012 13:30
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Steven Yan
Product Manager

Ryan, just opened the ticket for you, you should have received a notification.

May 10, 2012 13:35
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John Coutel
cooperteam

Hey Steven, a short question please.

Can we have more than one VoiceGreetings, like one for a US number, another one for a French number and so on, OR do I need to record only One (that will contain English, French, German,etc in the same message), please ?

May 11, 2012 03:20
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Steven Yan
Product Manager

@John, not at this time.  We are working on the ability to present different greetings per phone #.

May 11, 2012 11:17
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Will Scarbrough
sasaki

Are phone keypad automations on the roadmap?  To have a ability for a customer calling in to press a key as a custom menu selection.  For example, in the recording something like, "If this is an emergency, press 1 to set your ticket priority to high."

May 15, 2012 13:15
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Sergio Alvarez
treering

Resubmitting my unanswered question from 4/25...

Since the call recordings live on Twillio's servers this means that the call recordings are permanently stored? The reason why I ask is because our company would like to accept payments over the phone and we cannot (Due to PCI Standards) store sensitive customer information without the ability to remove it. 

May 15, 2012 14:02
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Aaron Pewtherer
Zendesk

@Will: IVR directory tree is on the roadmap; no timetable yet.

@Sergio: Sorry, I missed what you were asking on 4/25. The recording remains on Twilio's servers, and accessed via randomized URL string. That means, the recordings are not PCI compliant.

May 15, 2012 14:13
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Jason Green
nptricepoint

Is there really not a way to have a different voicemail greeting for each 800#?

May 16, 2012 11:54
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Aaron Pewtherer
Zendesk

@Jason: Correct. Separate greetings are not available on Voce. We are currently working on a solution for this. No timetable yet.

May 16, 2012 16:07
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Roderick Forsythe
whitestratus

Anyone know if/when we can see Australia phone numbers in the system?

Thanks!

July 05, 2012 06:47
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Steven Yan
Product Manager

Hi Roderick, we are working towards providing Australian numbers with Twilio and hope to have them available this year.  I can't offer a more concrete timeline beyond that.

July 10, 2012 16:25
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Duke Adamonis
nuodb

Currently, it doesn't seem to be possible to make an outgoing call using the Voice integration. I took a look at the Twilio site and their API supports the functionality. 

1. Assuming that I'm right and Voice can't make outgoing calls, is this a feature that is being considered? 

2. Has anyone used the Twilio APIs to implement this functionality? 

July 19, 2012 08:02
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Steven Yan
Product Manager

Hi Duke,

We are working on that feature and it will be available within the next quarter.  I'll post here when we're ready to beta if you would like to participate.  Marlene, totally hear you about Australia!  Twilio has also stated that this is their most requested geography.  They are working on availability there.

 

Steven

July 19, 2012 08:56
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Thomas Andersen
tv2net

Can we use the Voice variables as placeholders, eg a widget that shows Voice queue?

July 27, 2012 03:34
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Steven Yan
Product Manager

Hi Thomas, that's not currently possible.  So you are looking just for a widget you can put in your ticket interface that shows the voice queue to agents?

July 27, 2012 08:06
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Liz Krause

Is it possible to port a number we have to Zendesk so we can use a number we already have?  Or do we have to use the number zendesk assigns? 

 

Thanks.

July 30, 2012 08:36
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Aaron Pewtherer
Zendesk

@Liz. Our partner, Twilio, can perform this action for you Voice account for most US & Canada, toll-free and area code numbers. To start the process, email support@zendesk.com with your account name. We will email you the request for the required information.

July 30, 2012 09:08
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Voessing

Are there any plans to offer Zendesk Voice in Germany?

August 21, 2012 01:06
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Thomas Andersen
tv2net

I was wondering, other countries in scandinavia that are experiencing 0.5-1.5s delays on Voice? 

August 21, 2012 01:43
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Regina Dunklebarger
mobileinsight

Any update on when outbound calling will be added to Voice?

August 28, 2012 07:43
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Charl Victor

Can you tell me whether South Africa is also on your 2012 expansion list?

Thanks.

September 05, 2012 02:07
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Steven Yan
Product Manager

Hi Regina, we are planning on having outbound calling available by end of this year.

Charl, South Africa is not currently on our 2012 expansion list.

September 05, 2012 08:16
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Tim Alfredsson
logifresh

Hi! I'm on a 30-day trial and are having problems taking incoming calls on my cell phone, which is the number associated with the profile. I have tested this on three agents and I don't get the option to choose that I'm available on a phone instead of just web. I don't even see the Voice Menu which you have a screenshot of further up in this article. The text by this screenshot says "Zendesk Classic:The voice menu is added to the top menu bar.". What the heck is Zendesk Classic and why don't I see this menu?

October 22, 2012 07:53
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Justin Seymour
Zendesk

Hey TIm: 

Sorry about the confusion! We're working on implementing the Agent Forwarding field in the new Zendesk interface -- this should be completed soon. Once this is in place, you'll be able to set your external forwarding number and receive calls on that device. Currently, it is only possible to accept calls via the browser.

The voice availability menu is found by clicking on your profile image in the top right hand corner of the new Zendesk. 

October 22, 2012 09:18
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Tim Alfredsson
logifresh

Ok, @Justin, so if I understand you correctly, what I see of ZenDesk is "the new interface" as opposed to "ZenDesk Classic" and you have not implemented the UI components for the new interface yet?

This spawns two more questions:

1. What about current customers, are they still on "ZenDesk Classic" or do they as me, see the new UI and have lost the capability to answer calls by a cellular or landline?

2. You say soon? What is your definition of soon? one week, three weeks, two months? This functionality is crucial for us to even become customers.

October 22, 2012 11:27
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Aaron Pewtherer
Zendesk

@Tim: There is a workaround to add a Voice forwarding number on the NEW Zendesk. You will need to change the URL of your browser as described below:

1. Click on your profile photo in the upper right.  

2. Click "View profile page". This will send you to a URL that looks like this: yoursubdomain.zendesk.com/agent/#/users/[agent-profile-number]/assigned_tickets

3. Change the URL to the following: yoursubdomain.zendesk.com/users/[agent-profile-number]/edit

4. In the, "Agent forwarding" box, add the agent formatting number (with correct international number format). (eg: USA/Canada "+1...)

5. Click "Update" button (scroll down; lower-right) This will set the agent forwarding number.

6. To return to the New Zendesk, click the back button on your browser, or click on the agent name link at the top of the page (ex: "Profile for [agent name] updated").

7. (optional) An Admin to setup agent forwarding for other agents:

a. Click Settings [Gear symbol--lower left]
b. Manage > People > agents [link]
c. Click "edit" next to the agent profile.
d. Follow the same URL-change instructions as above.

Agents can now make themselves Available for taking calls by clicking their agent profile photo, and choosing, "Available via...+####..." The phone icon will illuminate.

October 23, 2012 10:16
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Aydin Mirzaee

Hey Guys, there seems to be a bug to be causing a delay of 2.5-3 seconds when using the Google Chrome browser to accept incoming calls - we are using firefox for now as a workaround - any idea when the chrome bug will be fixed?

October 23, 2012 15:04
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Tim Alfredsson
logifresh

@Aaron: Thanks, I actually found this page by clicking in from the "start page" on each agent. I was able to set the forwarding number on myself yesterday and it did not work besides the test button. Today, however, I could choose "Availiable via +XXXXXXXX". SUCCESS!!!

Thanks for your input. BTW, I also noticed the Chrome delay "bug"...

October 24, 2012 01:31
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Aaron Pewtherer
Zendesk

@Aydin: Thank you for posting your findings. We are actively working with our 3rd-party provider, Twilio, to determine the cause, and provide a fix for any Voice delays affecting Chrome.

@Tim: Thank you for your feedback. I have updated my previous comment to clarify the procedures.

October 24, 2012 08:32
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Matt McGown
paymenthub

@ Steven, 

 

I just thought I'd throw my 2 cents in feature wise.  We we looking at ZD voice to replace our current Fonality set-up.  Beside the obvious integration with Skype which would seem to solve a lot of problems, we (and I'm sure many others) require a typical inbound call routing / blast group set-up (not to forget about making outbound +1 from us for that feature).

Typically on an inbound call, we require the caller to nominate whether they are calling for Sales, Support, Account query, etc.  When the called selects the department they are after, one of two things typically happens:

  1. The call is directed to the person (or persons) in that department, or 
  2. Every available agents' phone rings and the first to pick up is winner 
In the second scenario, the purpose of selecting the number ( 1 for Sales, etc) is to notify the agents the reason for the call and generally the responsible person will answer the call if they are available but if they are not, someone else can manage the call.  

Overall ZD voice offers great potential.  It will greatly assist our workflow and provide an excellent indicator of our actual inbound support requirements.  

Look forward to your feedback.

Matt
November 05, 2012 21:48
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Steven Yan
Product Manager

Hi Matt, thanks for your feedback. We haven't seen a way to integrate with Skype yet -- have you seen a service which does this? Skype seems to prevent outside services from tying into its network.

Thanks for sharing your use case. These are items that we have heard from other customers as well and I believe they will find a place on our roadmap early next year.

November 06, 2012 07:36
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Gary Hasenbeck
presonus

My question is this... How effective is the translation from VM to Zendesk Ticket? The way that this is market, it is a solution. I am seeing some serious less than 70% accuracy with the VM to translation into a ticket. Is this the normal level of accuracy during operation? Is there an update that we might be missing? I am having to dedicate manpower to go through the Zendesk Voice created tickets via the translation software and recently the level of accuracy has even dropped down to almost 0% accuracy and this concerns me greatly.

November 17, 2012 01:31
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Aaron Pewtherer
Zendesk

@Gary. Thank you for your feedback. Voicemail transcription performance can vary widely, esp. under different environmental variables. To test the accuracy of the Twilo Speech-to-Text feature, call your Zendesk Voicemail, and leave a clearly-worded message with minimal background noise. You should notice a highly-accurate representation of what was said. Now, try again, this time with less-than-optimal conditions, such as loud background noise, speak quickly, etc.

The range of performance you experienced is what you might expect from callers, under normal circumstances. Although no voice transcription is perfect, the idea is the represented text is more or a guide, rather than a true reflection of what was said.

ATBE, if you are finding unacceptable transcription under all environmental variables, please submit some example Voice ticket numbers with our Support team. We will share that information with Twilio for diagnosis, and possible prognosis of future enhancements.

Thanks again for reaching out.

November 18, 2012 12:06
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Andres Torrubia
fixr

Hello, we're using zendesk voice but the Flash client call quality is pretty bad.  I understand that you are using Twilio, and Twilio just added WebRTC support for its Twilio client.  

Do you have plans/ETA to enable WebRTC within Zendesk voice?  Hopefully it will improve call quality.

December 05, 2012 01:40
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Aaron Pewtherer
Zendesk

@Andres: Please avoid using the Mac/Chrome 23 browser for the moment, if you are hearing a "robotic" sound. The Pepper Flash (which can be disabled here: chrome://plugins/) is the culprit. We are reworking some of the Voice code to utilize WebRTC. No timeline yet. Suggestion is to use Firefox/Safari/IE until deployed.

Also, if the quality is "bad" (sans robotic), you may have the volume too high on your microphone. This is controlled with your default system settings, and the Flash popup has a "microphone" tab with a volume control. Turn that down slightly, and performance may improve. (Note: The microphone tab also has a foldback to hear the levels, so click another tab before closing the popup).

December 05, 2012 10:51
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sanjay

Hey Aaron, Just signed up to zendesk.. loving it so far.. have a couple of question regarding voice.

1) I just did a test call, answered via computer.. seemed to record, but cant play it.

2) did a test call transffered to desk phone too, but question is, doesnt this record the call too? or is it just when answered at the computer?

3) Is outbound calling possible with recording through the zendesk interface? 

Cheers, Sanjay

December 08, 2012 02:43
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Aaron Pewtherer
Zendesk

@sanjay: Please see your answers below:

1. If the recording appears, but pressing the play button does not work, check that JavaScript is enabled on your browser, and no plugins are causing an issue. Try another browser to test as well.

2. All calls to Voice will create a ticket, and attach a recording of the call to the ticket, regardless of answered through browser, or external number.

3. Outbound calling is in beta. After testing, we will release the feature. This would create a ticket with an attached recording, same as an inbound call. Stay tuned...

If you are still experiencing issues, please send an email to Support with any affected ticket numbers, and replication steps with browser/OS versions.

December 08, 2012 13:21
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Tim Alfredsson
logifresh

@Aaron, if possible, I wouldn't mind joining the beta for outbound calls :) This is something that would help us a great deal! Almost all of our support is handled by voice.

December 11, 2012 01:01
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Christopher Zang
pure

We are using an answering service to handle overflow calls.

Is it possible to instead of calls going to voice mail route them to our answering service?

December 27, 2012 12:14
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Aaron Pewtherer
Zendesk

@Christopher: Good idea. Not an option at the moment. The workaround is to set all agents to available via external number (with the answering service number).

Notes:
1) You may want to disable the "agent confirmation" setting (unless your answering service is comfortable pressing a digit).
2) Agent forwarding numbers for different agents cannot be the same. Add a single digit extension to each. (e.g. 1,2,3, etc.) 

December 29, 2012 12:26
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Bob Johnson
accuvantlabs

Can we change the order Voice uses to ring the agents?  Instead of least idle we would like it to be sequential so that the tier 2 folks only get involved when the rest of the agents are on a call.

December 31, 2012 09:57
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Steven Yan
Product Manager

Bob, we don't currently have this functionality but it is something that we plan to add in the future.

December 31, 2012 23:02
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Bob Johnson
accuvantlabs

Also - 

When people call in and it auto-creates a ticket is there a way to not put the phone number in as the requestor and require that we put a in real name instead?

January 02, 2013 09:17
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Aaron Pewtherer
Zendesk

@Bob: Require? The Voice call creates a new enduser profile and a ticket at the same time.  Requiring a name may impede that workflow. You may want to instruct your agents to add the real name, or merge into the enduser profile of the requester, just as you would a normal ticket. Perhaps use "direct line" for known incoming numbers.  That will create the ticket automatically for all future calls to that person.

January 02, 2013 10:18
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Ian Ecle

Hi, Great work.

You may also check how to setup call queues in practice. This example is based on Ozeki Phone System XE:
http://ozekiphone.com/how-to-setup-call-queues-455.html

BR

January 04, 2013 06:34
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Bob Johnson
accuvantlabs

If an agent forgets to set themselves offline and leaves for the day how can I edit their status to take them out of the call queue?

January 07, 2013 16:23
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Justin Seymour
Zendesk

Hey Bob: 

If you're routing calls during business hours only, the calls will be sent to available agents during that time frame. Even if they're available, they shouldn't receive any calls after hours. We don't have a one-click way to change their status, so you'd need to disable then enable the Voice service to drop the agents out.

January 08, 2013 05:12
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Annika Tol - Springest
springest

Does the system support transfering calls to colleagues that are not in Zendesk? And perhaps external phone numbers?

February 08, 2013 05:35
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Steven Yan
Product Manager

Annika, we do not yet support call transfer but it's on our roadmap.

February 08, 2013 13:16
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Mukesh Kumar

hi, can i allot extensions to all my agents in zendesk voice ?

March 04, 2013 09:02
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Aaron Pewtherer
Zendesk

@Mukesh: No. Voice does not have an IVR (Directory Tree) or agent extensions at the moment. All agents get alerted in order of whom is idle the longest. New features are being planned, and some are in development. No ETA yet on feature release. Thanks for the feedback.

March 05, 2013 14:18
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Dylan Purchase
Fulcrum

I haven't seen this mentioned in comments but is there a way to set up an "on call" agent. We have a customer with a 24/7 call back agreement. How can I route calls to a specific agent outside of our Zendesk business hours? Thanks

March 12, 2013 14:54
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Aaron Pewtherer
Zendesk

@Dylan: We do not have an "after hours, route all calls to..." feature at the moment. Since each call is owned by any available agent, at the end of the day, change the agent forwarding number to the "on call" number. Each agent would use a sequential extension number, (ie: 1,2,3...) as each must be unique.

March 12, 2013 15:04
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Dylan Purchase
Fulcrum

@Aaron: We would only have 1 agent on call overnight/weekends. Would we need to extend our business hrs to 24/7. I thought calls go directly to vm after hrs. 

March 12, 2013 15:11
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Aaron Pewtherer
Zendesk

@Dylan: Yes. All calls after business hours will go to voicemail. If you wish to have someone outside of your Zendesk take after-hours calls, you will need to change your business hours accordingly. If the other person only wants 1 call at a time, then only 1 agent profile needs to be made available for external calls to that other number.

March 12, 2013 15:21
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Ben S.
thumbtack

We like having the Average Wait Time data for the past 24 hours in the Call Activity section - but it would be much more helpful if we could pull this information on a weekly or monthly basis. 

March 18, 2013 11:01