Once you've set up your browser or phone (see Setting up your browser or phone to take calls), you're ready to make and receive calls. Make sure you've set your status to Online in the call console.
This section contains the following articles:
- Receiving incoming calls
- Making outbound calls
- Returning callback requests
- Putting calls on hold or mute
- Transferring calls
- Ending calls
Tip: Make sure your agents set their Talk state to Offline when ending their
shift. While online, Talk will continue to route calls to an agent. Each time a call is
routed to that agent and the agent doesn't answer, the customer must wait an additional
30 seconds before they are routed to the next agent. Talk does not set agents offline
automatically. However, admins can set an agent to offline in the Talk dashboard (Team
and Professional only). For more information about agent states, see Setting your Talk agent state.
55 Comments
@Lara: You should be able to control it from the "Group Routing" settings for each phone number. It'll show all the groups you've created, and you can just select the ones that you want to receive the inbound calls.
We're looking to reduce the time it rings with each agent below 30 seconds. The goal is more of a round robin effect.
Does anyone have any ideas how to accomplish this or have done something with routing similar?
Thanks!
@Matthew: So, to confirm, I could make a group called Incoming Calls that would not include our team leads. But our TL's would still have the Talk feature. So an agent could transfer a call to an agent or a group that is not in the Incoming Calls group?
Hi Brendan,
Amanda here from Zendesk! Unfortunately, it is not possible to reduce the time a caller waits for an agent below 30 seconds. I do apologize for any immediate inconvenience that this may cause! You can learn a bit more about this feature in the following article: https://support.zendesk.com/hc/en-us/articles/229415607-How-are-calls-routed-to-my-agents-in-Zendesk-Talk-
Hope this helps!
@Lara: Yes, that's exactly how we're set up. Any agent with Talk can make and take phone calls, and the "incoming calls" group allows you to control who receives the raw phone calls coming in.
As a side note, Talk agents can actually transfer calls to users that are outside of Zendesk as well. We do this from time to time, and we've noticed that the remainder of the phone call between the caller and the non-Zendesk user actually get recorded and stored in Zendesk even after the Talk agent hangs up. We like this behavior, and I'm assuming that it's because the phone call is still being routed through Zendesk's systems.
Hi,
I'm in New Zealand, but my online shopify store sells mostly to US customers. This means I don't qualify for Google Voice.
Using your service, am I able to get a US based number sdo my US customers can call? If so how and how much will it cost? Thanks!
Cheers,
Michelle
Hi Michelle,
Yes you would be able to get a US based number for your customers to call. The location of the agent answering these calls can be anywhere.
All costs are detailed on zendesk.com/talk/pricing
Thanks
Neil
Still waiting for cold transfers to be available. I am tempted to stop this service because we transfer internally a lot and it is a serious time waste and inconvenience to be forced to stay on the line until a person or voicemail picks up. Please fix this ASAP!
Hi Kellie,
Cold transfer is not something we currently have on our roadmap, having said that we see the value in handing the call over without having to wait for the other agent to be available.
Thanks for your feedback. Caroline
Hi;
We have noticed that we cannot see that somebody is calling us while we are using a different software. Zendesk is letting us know but only then when the caller has left a message.
Is it any solution for that? We are an accountancy firm and not using zendesk for the whole of the working day but obviously want to know of the customer is calling us.
Hi M,
What software are you using?
I had that same problem. I had to restart my computer and then it worked again.
Thanks for sharing your solution, Kellie!
Caroline, this is an accounting software, one of them is Sage
Hey M!
Can you give us more detail about how you have Talk set up to integrate with Sage?
The Talk is not integrated with Sage. What I meant is, our accountants use Zendesk Talk for a customer service purpose. But they are not using it for the all time, only for out/in bound calls. Also emails using Zendesk Support. They put their headphones to the computer but while they are using Sage they do not wear the headphones so, they cannot hear that the client is actually calling us.
I thought that there is some option in the Talk that helps, when the client calls us, the Talk is showing up on the screen (apart from it is buzzing in the headphones), while using Sage for instance.
Can I tag calls that are transferred for Insights reporting purposes?
Just wanted to share my great hope that Zendesk Talk will add a blind transfer option. We help students, and consider transferring as part of our customer service. But now, I can't afford the costs of warm transfer (keeps charging me if the external party has long wait times) or the risk of recording a conversation between two other parties. We're having to adjust our protocols which I think reduces the quality of service we provide.
I would respectfully request a simple option within the transfer button . . . something like:
Warm or Blind
Consult or Direct
Thank you for considering!!
Mark
Hello Logan,
Thanks for your question! While there's no way to automate the tagging of transferred calls your agents can still do this manually by just adding a tag to the their ticket prior to transferring.
But if your use case is primarily for reporting purposes there are two attributes which might help. You can add "Call Leg Transferred From" and Call Leg Transferred To" to your report to track the transfers to and from agents.
I apologize that there was not an automatic tagging solution but I hope the above information is helpful.
Hi! I have a question - when an agent closes the zendesk window without changing the status from online to offline, will this person still be considered to be online?
Hi Michelle!
Thanks for writing. Upon doing some testing agent still showing as online after closing the window without changing the status from online to offline.
Thanks!
Can you conference the call prior to completing the transfer?
Hi Zak,
If you conference the call and the initial agent on the line hangs up, the call will continue. In that way, you could begin a conference and the new agent could either continue on the line.
Ben Koehler
Customer Advocate
bkoehler@zendesk.com
Ben, do you know if Zendesk has any plans for a blind transfer where we do not continue incurring charges? Currently the system keeps charging me and recording, even with the third party (big privacy issue).
Thanks!
In conjunction to Mark's call can we choose what numbers are recorded or can we elect by ticket type whether to save the call recording?
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