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, whether on hold or in the callback queue, before being sent to voicemail.
You can select one of the following queue sizes:
If you use Talk Advanced, 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 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 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.