This article describes how to turn on Zendesk Talk and configure general settings. Before you enable Talk, make sure to read Preparing to use Zendesk Talk to ensure your hardware and network are ready.
This article contains the following topics
To enable Zendesk Talk
- In Zendesk Support, click the Admin icon () in the sidebar, then click Channels > Talk.
- On the Settings tab, set Enable Talk to On.
- Configure general Talk settings as described in the table below.
- When you are finished, click Save.
Talk general settings
Use these settings to configure Talk to your requirements.
|Enable Talk||Turn Talk on or off.|
|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 (or an
overflow number if it's configured and voicemail is off).
You can select from a range of queue sizes between 0 and 15.
If you use Talk Professional or Enterprise, you can also select additional queue sizes between 20 and 50.
|Maximum queue wait time||
Callers who wait longer than the time specified in the maximum queue wait time are sent to voicemail. Callers can dial 1 at any time to go straight to voicemail (if enabled). If voicemail is off, the caller will hear a greeting, then the call will end. Maximum queue wait time is ignored after a call is transferred.
The maximum queue wait time takes precedence over the Call offering time limit setting.You can select from a range of wait times between 1 and 20 minutes (or 1 and 60 minutes if you are on a Talk Enterprise plan).
|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 voicemail 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.