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.|
|Allow outbound calls?||Determines whether agents can make outbound calls. For more information, see Making an outbound call.|
|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:
If you use Advanced Talk, you can also select the following queue size options:
|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:
|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.|
|Only route calls during business hours?||Enabling this option routes calls to available agents only during your Zendesk
Support account's configured business hours (available on Plus and Enterprise
plans). Outside of your business hours, all calls are sent directly to voicemail.
Note: This setting does not appear for Advanced Talk. Instead, schedules are configured individually by number. for details, see Using multiple schedules for Zendesk Talk (Advanced Talk with Enterprise only).
|Agent wrap-up after calls?||
Note: This option appears only if you signed up for a pay-as-you-go Zendesk Talk plan before March 15, 2016. For other plans, see Configuring agent wrap-up for each number instead.
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 an 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.