Enabling Zendesk Talk and configuring general settings Follow

This topic describes how to turn Zendesk Talk on and configure the general settings.

To enable Zendesk Talk

  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Set Enable Talk to On.
  3. Configure additional settings as detailed in the table below.
  4. Click Save.
Talk setting Description
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:

  • 0
  • 2
  • 5
  • 10
  • 15
If you use Talk Advanced, you can also select the following queue size options:
  • 20
  • 25
  • 30
  • 35
  • 40
  • 45
  • 50
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. 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 Professional and Enterprise plans). Outside of your business hours, all calls are sent directly to voicemail.
Note: This setting does not appear for Talk Advanced. Instead, schedules are configured individually by number. for details, see Using multiple schedules for Zendesk Talk (Talk Advanced 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.
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 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.

Have more questions? Submit a request

Comments

  • 0

    Hi,
    Is there a way you can put a preference as to which person calls are directed to.

    ie. I'd like a situation where calls are automatically always forwarded first to my mobile number. Then if I can't take the call they are forwarded to my colleague.

    At present it seems random as to where they go.

    Thanks

  • 0

    Hey Conrad!

    You can make this work using Agent Groups and adjusting the Routing of your Voice calls in your Voice settings.

    The first thing you'll need to do is create a group for yourself, and a different group for your colleague.

    Then, go to your Voice settings, and from the Numbers tab, click on Routing. From there you'll be able to choose which groups Voice calls get routed to, and you can set a default group where calls will always be routed first provided agents are available.

    This should get you where you want to go. Let me know if you need anything else!

  • 0

    Hi,

    Thanks for your previous reply. I've set up two groups:
    First Response: Myself and Daniel (my colleague)
    Second Response: Adam (Another colleague)

    I was wondering whether we were able to develop it slightly.

    What we wanted was a situation where myself and Daniel receive the same call, whoever gets to it first can respond. Having tried both of us it then gets passed on to Adam.

    Is this possible?

    Thanks,

    Conrad

  • 0

    Hi Conrad!

    I'm afraid it's not. The call will not ring in two locations at the same time. It'll go to the first available agent, then the next if the first agent doesn't answer. You have the option to make yourself unavailable if you're not able to take calls at a point during your day, whereupon the call will automatically be routed to the other agent in your group, provided he's available. You can also set yourself as available and opt not to answer the call, whereupon it'll be routed to the next agent.

  • 0

    Hi Jessie,

    Thanks for that.

    Question 1
    What about if I set up three groups to be the same so:
    First Response: Conrad + Daniel
    Second Response: Conrad + Daniel
    Third Response: Adam
    In this instance would it go to Conrad or Daniel, then Daniel or Conrad depending on who it didn't go to in first response, then Adam?
    No problem if the groups don't work exactly like that. I'm just trying to understand the functionality as best as possible.

    Question 2
    Is there a way we can set it up that when someone calls they are prompted to 'press 1' to be forward to a particular department and 'press 2' to be forwarded to another.

    Question 3
    Is there a way we can call from our Zendesk number from a mobile rather than from the browser.

    Thanks again,

    Conrad

    Edited by Conrad
  • 0

    Hi Conrad,

    Here are your answers in order:
    1. Voice doesn't prioritize groups in any fashion. So if any of those three groups are being routed calls from a number, each agent within those groups has the potential to get the call first. It depends on who's the "most available," i.e. who has spent the most amount of time online as well as who has taken the fewest calls in the past 24 hours.
    2. There's no auto attendant functionality at this time; if you have multiple departments we'd suggest adding additional number(s) and setting the group routing accordingly.
    3. There is indeed! Info on how to set that up can be found here: https://support.zendesk.com/hc/en-us/articles/203691056-Making-outbound-telephone-calls-using-Zendesk-Voice

  • 0

    This article references voicemails automatically becoming tickets that contain the recording and a transcription. Is there a setting that needs to be in place for the transcription to work? Our zendesk is creating tickets off of voicemails, but I don't see the transcription anywhere.

  • 0

    Hi Nicole!

    You actually opt into Voice transcription when you subscribe to the service, so you'll find that option under your subscription settings. Bear in mind that only the account owner can manage subscriptions in Zendesk.

    Please let me know if you have any other questions!

  • 0
    1. We would like to route calls from an existing number into Zendesk but roll them immediately to voice mail, and we'd get back to the customer at a later time after gathering information on their issue. Is there a way for calls to roll directly to voice mail?

    2. Right now, the phone number we want to use is routing into my desk phone (which has its own number as well). We want to take that number off my phone and connect it to Zendesk. I'm not sure whether porting the phone number to Twilio or rerouting it to a Zendesk number would be better for us, could you please briefly tell me the pros/cons of each? We need the most cost-effective option, as support is only a part-time role in our company right now. Also, what are the per-minute cost differences between toll-free and local numbers?

    Thank you!

  • 2

    Hi.

    We just started a voice trial and added an agent with a forwarding number, however we contact the support number we choose the call never arrives at the agent phone even if is available "via:phone". via "browser" it works.

    We believe to have made the correct configurations. The response that we get when choose the phone option is that "no support agents are available", despite they are.

    Any help will be appreciated.

    Thank you.

  • 0

    Hi

    I'd really like to use Zendesk for making and receiving calls, but we need to use the caller ID for the company phone. As I understand it the only way we can set out own caller ID is to port our number to Zendesk? This isn't going to happen because we use the same Twilio number for other services such as SMS.

    Could you tell me if it's now possible to set our own caller ID, even if it has to be a configuration at your end?

    Thank you.

  • 0

    Hello, 

    I want to add free toll number that I have for my agent, the number is Hungarian. Is there any way I can add it? Please advice any option for connecting it. 

     

    Kind regards

    Roman

     

  • 0

    Hi,

    My zendesk talk is the trial version, I wonder if I can configure the call forwarding to my personal phone with this zendesk version?

    Thanks.

  • 0

    Hi

    Is there a way to schedule when to turn your phone on? I come in some mornings and totally forget to turn on my zendesk phone, but would be cool if you could schedule it just when to be on. Obviously just a 'good to have' not a 'need to have'

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