If a new incoming call is within the limits of the maximum queue size, the caller is queued for the next available agent. If you've configured that number to be routed to a specific group or set of groups, the caller must wait for an agent in that group to be available. The caller can dial 1 at anytime to leave a voicemail.
The next available agent is the one who has been available the longest without accepting a phone call (the most idle agent). This is the agent that receives new incoming calls first.
If the most idle agent does not answer the phone within 30 seconds or declines the call, it is placed back into the queue to wait for the next most idle agent. This continues until all available agents have accepted calls. Once this occurs, new incoming calls are handled based on the queue settings, as described in the previous steps.
Until an agent picks up the call, the caller hears the available agents and wait greetings (see Selecting voice greetings in the Zendesk Administrator Guide).
Making yourself available to receive calls
By default, each agent's availability is set to Not Available for live phone calls. When no agents are available, all calls are sent to voicemail and new tickets are automatically created for each. You can review these and complete and assign the tickets based on your workflow.
When you're ready to accept live phone calls, you can make yourself available to answer phone calls within Zendesk and your web browser.
Instead of answering calls via the browser, you can forward calls to the telephone number in your user profile. To add an agent forwarding number to your profile, click your name in the upper-right corner, and then click Add Number next to Agent Forwarding. Zendesk Classic: Click Edit in your profile page and add your number.
To make yourself available to receive calls and notifications
Click the Voice icon in the top toolbar, then hover your mouse over the Offline button and it will change to Online. Click the button to go online.
Zendesk Classic: Click the Voice icon in the top toolbar, then select an Available option. You can choose to answer calls via the browser or via your personal phone (if you've added the number to your profile).
Notice that the Voice icon () in the top toolbar appears to indicate that you are available for calls.
To enable voice notifications
When you're available to receive calls, your browser will request permission to show you notifications. You should click Allow or Show, depending on your browser.
In Chrome, the request looks like the following example:
In Firefox, the request looks like this:
Receiving and accepting a call
If you're in Zendesk and receive a call, the call console appears in the upper-right corner.
If you're not in Zendesk but are in another browser window and have enabled voice notifications, you can click the notification that appears in the upper-right corner of the screen to get to your Zendesk and the call console.
To take a call
Click Accept in the call console that appears under the Voice icon in the top toolbar.
Zendesk Classic: Depending on how you are receiving calls, click Accept in the call console or answer your personal phone and follow the voice prompt. If you forwarded the call to your phone, you might also need to click Accept in the call console, depending on how your administrator set up Voice
If you don't answer within 30 seconds or decline the call, it is placed back in the queue to wait for the next available agent.
When you accept the call, the call console begins recording the call and a ticket is created. While speaking with the caller, you can enter information as needed as a comment in the newly created ticket. The call console remains available at the top of the ticket. During the call you can mute and unmute as needed by clicking the microphone icon in the call console. While on a call, you can put the caller on hold so that you can consult with another agent or track down other information.
To put a caller on hold
Click the pause button on the lower-right side of the call console.
While on hold, the caller hears the on-hold music and you hear a beep every 15 seconds. Click the pause button again to take the caller off hold.
Identifying the caller and handling new user accounts
Calls received from new, unknown users generate new user accounts that are identified only by the telephone number they are calling from. To communicate via email with these users going forward, you need to ask your callers for their email address while you're on the call with them and then add it to their new user account.
Each user must have a unique telephone number; this is how Zendesk Voice identifies them when they call in. Therefore, the user's profile phone number must be their direct line. If the user hasn't already done so themselves, you should verify that the number they are calling from is their direct line and then select the Direct Line option in the user profile, as shown here:
Setting a telephone number as a user's direct line means that the number cannot be used by any other users in the account.
If the caller is an existing end-user and their number has been added to their profile as their direct line, their name is displayed in the call console.
Unknown users can also actually be existing users if they're calling from a telephone number that they haven't added to their user profile. In this case, you can merge the new user account with their existing user account. For more information, see Merging a user's duplicate account.
Ending a call
To end a call
Click Hang up in the call console at the top of the ticket. Or, if you've redirected the call to your telephone you can end the call by hanging up.
Zendesk Classic: Click Hang up in the call console.
In this state, with the call ended and the ticket still open, you're considered to be in wrap up and are unavailable to take more calls. This allows you to complete annotating and setting the ticket properties before moving on to the next call. When you are ready to go back into the pool of available agents, you can make yourself available.
Note: If your administrator has disabled agent wrap-up, then you are immediately available for another call when you finish a call; you do not need to make yourself available.
To make yourself available for another call
In the Voice console, click Available to take new calls.
If you do not see this option, then your administrator has disabled agent wrap-up. This means you are immediately available for another call when you finish a call.
Completing the new voice ticket
When you accept the phone call a new ticket is created. You can add a comment to the ticket and update the ticket properties while you speak with the caller.
By default, when you answer a call you are assigned to the ticket. This overrides any triggers you have that also set the assignee.
When a ticket is created, a private comment is immediately added that includes the following call information:
The user won't see this comment of course, because it's private, but creating a new ticket fires the Notify requester of received request trigger and sends the user an email notification confirming that a ticket was created. This only occurs if the call is from a known user whose account contains their email address. If the caller is unknown, email notifications aren't sent until you've updated their user profile with their email address.
In the first case you might not want an email notification to be sent until you've updated and submitted the ticket. This can be done, by an administrator, by editing the Notify requester of received request trigger to exclude tickets received from the Phone call (incoming) channel. For more information, see Setting up business rules to track and manage voice tickets in the Zendesk Administrator Guide.
When you update the ticket by clicking Submit, the recording of your conversation is added as a new public comment. If you added a public comment with a summary of the support issue, both public comments are added at the same time.
Since two public comments were added, two ticket notifications are sent to the user. Your voice channel can be configured to prevent users from accessing the live call recordings (see Enabling the voice channel and configuring the general settings in the Zendesk Administrator Guide). If your administrator has allowed the recordings to be accessible, the user can click a link to the recording from the notification email or by accessing the ticket from the Web portal.
Note: Unlike voicemail tickets, live call recordings do not include a transcription.
When the caller leaves a voicemail
When no agents are available or the incoming calls exceed the maximum queue size or wait time, callers are sent to voicemail. Each voicemail message automatically becomes a ticket. If the call is from a new or unidentified existing user, a new user account is created (you can merge the new account with the user's existing account). Tickets generated from a voicemail message contain the voicemail recording and a transcription. Voicemail messages can be up to 3 minutes long.
In this example the caller is unknown and only identified by their telephone number; therefore they will not receive the received request email notification because the new user account doesn't contain their email address. Existing users who leave voicemails receive a notification just as if they had submitted a supported request via the other ticket channels.
You can either manually, or using business rules, update voicemail tickets as needed and then respond to the caller.
Note: Zendesk Voice does not support making outbound calls.
Merging tickets when a new call is about an existing ticket
You may often find that callers are contacting you about an issue for which a ticket has already been created. To handle this situation, just conduct the call and add comments as needed to the new ticket. You can then merge the new ticket with the existing ticket.
In addition to answering calls via the browser, you can select to forward calls to your office or mobile phone.
To add a agent forwarding number
Edit your user profile by selecting the User menu, then clicking View profile page.
Zendesk Classic: Click your name in the upper-right corner, then click Edit in your profile page.
Add your telephone number, including a plus (+) sign and the country code, to the Agent forwarding option.
If your telephone number includes an extension, add it to the extension field. If you also use additional key presses, you can also add those to the extension field. For example, if a caller must dial '123' followed by a pound ('#') key, enter '123#'.
Zendesk Classic: In Zendesk Classic, you can also click Test Forwarding to call the phone number you entered and make sure forwarding is working.
Click Save to save your user profile.
Zendesk Classic: Click Update.
Searching for voice tickets
You can search for tickets that were generated from phone calls and voicemails. You can also search for a user's tickets using their phone number.
Using theviakeyword in a search you can search for either phone call or voicemail tickets, as in the following examples.
If you want to search for a user's ticket using their telephone number, you can use a search statement like this:
For more information about searching the data in your Zendesk, see Zendesk search reference in the Zendesk Administrator Guide.