Configuring Zendesk Voice

After you've completed basic setup for Zendesk Voice, you can configure additional settings depending on your needs.

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.

You can also watch this short video.

Managing Voice Greetings (01:28)
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.

Setting permissions for which agents can use Voice (Enterprise only)

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.

To edit Voice permissions in custom roles

  1. Click the Admin icon () in the sidebar, then select People.
  2. Select Roles.
  3. Locate the role you want to edit and select Edit
  4. Under Channels, select or clear Can answer phone calls.

     

Opening ports for the Voice channel

If you use a browser to take calls, you need to open ports on your computer and network firewalls for Zendesk Voice to work. The ports depend on your browser. To compress and stream the audio, you could be using WebRTC in Chrome or Adobe Flash in another browser. For details, see Selecting a browser or a phone to take calls.

If your browser uses Adobe Flash (that is, all browsers except Chrome), make sure the following ports are not blocked:

  • TCP: 80, 443, 843 and 1935

If your browser is Chrome with WebRTC, make sure the following ports are not blocked:

  • TCP: port 80 and 443
  • UDP: all ports between 10,000 and 60,000

For more information, see the Twilio client requirements on the Twilio website.

To open ports
  1. Open the required ports on your computer.

    Follow the steps for your operating system in How to open your computer ports.

  2. Open the required 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.

    See How to test if your ports are open.

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.

Have more questions? Submit a request

Comments

  • Avatar
    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?

  • Avatar
    Aaron Pewtherer

    @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.

  • Avatar
    Eric Salerud

    Twilio seems to launch a beta for Europe Voice.

    Will Zendesk provide European numbers thru Twilio to?

  • Avatar
    Steven Yan

    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.

  • Avatar
    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?

  • Avatar
    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?

  • Avatar
    Steven Yan

    @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.

  • Avatar
    Amanda Malis

    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?

  • Avatar
    Steven Yan

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

  • Avatar
    Aaron Pewtherer

    @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.

  • Avatar
    Jeffrey Dunn

    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.

  • Avatar
    Steven Yan

    @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.

  • Avatar
    Jeffrey Dunn

    @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?

  • Avatar
    Steven Yan

    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.

  • Avatar
    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.

  • Avatar
    Aaron Pewtherer

    @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.

  • Avatar
    Andy Gambles

    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.

  • Avatar
    Steven Yan

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

  • Avatar
    Steven Yan

    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.  

  • Avatar
    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?

  • Avatar
    Steven Yan

    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.

  • Avatar
    Marlene Summers

    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?

  • Avatar
    Aaron Pewtherer

    @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.

  • Avatar
    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?

  • Avatar
    Steven Yan

    @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.

  • Avatar
    Pavel Smirnoff

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

  • Avatar
    Steven Yan

    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?

  • Avatar
    Marlene Summers

    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

  • Avatar
    Steven Yan

    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.

  • Avatar
    Marlene Summers

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

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