This topic describes how to turn Zendesk Talk on and configure the general settings.
To enable Zendesk Talk
- Click the Admin icon () in the sidebar, then select Channels > Talk.
- Set Enable Talk to On.
- Configure additional settings as detailed in the table below.
- Click Save.
|Enable Talk||Determines whether Zendesk Talk is enabled.|
|Maximum queue size||
Your call queue size determines how many incoming calls will be kept waiting for an available agent, whether on hold or in the callback queue, before being sent to voicemail.
|Maximum queue wait time||
Callers who wait longer than the time specified in the maximum queue wait time are sent to voicemail. Maximum queue wait time is ignored after a call is transferred.
|New live call recordings are public?||Enabling this option allows the requester to see recordings from live calls that are added to tickets. For more information, see Managing recording options in Zendesk Talk.|
|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.