Receiving and placing calls in Zendesk Talk Follow

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Once you've set up your browser or phone, you're ready to make and receive calls. Make sure you've set your status to Online in the call console.

Receiving an incoming call

If you're in Zendesk and receive a call, the call console appears in the upper-right corner.

To take a call
  • Click Accept in the call console that appears under the Talk icon in the top toolbar.

    If you don't answer within 30 seconds or decline the call, it's placed back in the queue to wait for the next available agent.

When you accept the call, the call console begins recording the call and a ticket is created. For details, see Understanding how Talk calls become tickets.

Making an outbound call

You can make outbound calls from either your browser or your telephone. Keep in mind that while you can make outbound calls using your telephone, you must initiate the call from within Zendesk in your web browser.  

To make an outbound call and create a new ticket
  1. Click the Talk icon () on the right side of the toolbar.
  2. Click the dial pad icon.

  3. Enter the telephone number and click Call.
  4. If you're using your phone, Zendesk will call your number and then dial the requester after you pick up.
To make an outbound call from an existing ticket
  1. Select the ticket you want to use to call the requester.
  2. Above the new comment field, click the telephone icon.
  3. Select an existing telephone number or click Enter a number to call to manually enter a new number to dial.

Putting a call on hold or mute

While on a call, you can put the customer on hold or mute your microphone so that you can consult with another agent or track down other information.

To put a customer on hold
  • Click the pause button on the lower-right side of the call console.

    While on hold, the customer hears the on-hold music and you hear a beep every 15 seconds. Click the pause button again to take the customer off hold.

To mute your microphone

  • Click the microphone icon in the call console.

Transferring a call (Basic and Advanced Talk)

You can transfer calls to a group, another agent, or an external number. When you transfer a call to a group, the call is added to the queue for that group until an agent from the group answers it. When you transfer a call directly to an agent, you can consult with the other agent before handing off the call.

With all types of transfers, the call's existing ticket will automatically open when the next agent takes the call.

To transfer a call
  1. After you answer a call or make an outbound call, the ticket automatically opens.
  2. Click the transfer button from the ticket or the call console. The customer is placed on hold and hears the hold greeting.

  3. Start typing the agent or group's name or phone number. Click on the agent or group's name to transfer a call.

  4. If transferring to another agent: You'll first be connected to the agent while the caller remains on hold. When you've finished consulting with the agent, click Transfer.

  5. The message This call has been transferred successfully appears in the window. At this point, the related ticket is also assigned to the other agent. Click Close.

Ending a call

You can end a call manually, or, if the customer you're talking to hangs up first, Talk automatically ends the call.

To end a call
  • Click Hang up in the call console at the top of the ticket. Or, if you've redirected the call to your telephone you can end the call by hanging up.
In this state, with the call ended and the ticket still open, you're considered to be in wrap-up and unavailable to take more calls. This allows you to complete annotating and setting the ticket properties before moving on to the next call. When you are ready to go back into the pool of available agents, you can make yourself available.
Note: If your administrator has disabled agent wrap-up, then you are immediately available for another call when you finish a call; you do not need to make yourself available.
To make yourself available for another call
  • In the call console, click Available to take new calls.

If you do not see this option, then your administrator has disabled agent wrap-up. This means you are immediately available for another call when you finish a call. For details, see Enabling the Zendesk Talk and configuring general settings or, if you use Basic or Advanced Talk, see Configuring agent wrap-up.

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Comments

  • 0

    Hi,

    Our agents are reporting that after they hang up a call, they don't automatically become available for new calls. Is there a way to not have to manually confirm you are available again after a call has ended? 

    This would improve our agents Voice efficiency dramatically as they won't be able to forget to re-enable availability. (Since most agents answer tickets in all channels they can keep themselves busy answering email/chat tickets but they should also be available by phone while they're on.) 

    If this is not yet possible, where can i post/join a feature request discussion?

    Thanks,

    Pepijn

  • 0

    Hi Pepijn!

    You have a couple of options here. If you don't want your agents to have any wrap-up time after a call is ended, you can disable agent wrap-up completely.

    Otherwise, you can configure the wrap-up time for each support number you use with Zendesk Voice, so your agents automatically become available for new calls after a set amount of time. You can find all the details on that here: Managing Voice Numbers.

  • 0

    Hi Jessie,

    Thanks for this! Found it! Would be nice if it was also possible to define a set wrap-up time in the settings. (Like 1, 2, 5 minutes).

    Thanks again!

  • 0

    Hi Pepijn,

    That is the wrap up time limit which is available as a feature in Advanced Voice. 

     

     

  • 1

    (Advanced Voice) Is it possible to transfer a call to a group, instead of to an individual? I don't want agents to have to know which other agents in a target group are available.

    I think we might be able to achieve the functionality by having an agent call a phone number that rings back into Zendesk? But this feels awkward, slow to hit IVR again, and saw a hint in another thread that we'd then be using double minutes? 

    Thanks

  • 0

    Hi Jacob, 

    Not currently possible to transfer to a group. However the good news is that this is being worked on right now and will be available in a number of weeks. You are right about the workarounds. You can transfer back out to another number which will come in a route to the group but it does have an associated charge in doing that

    Neil 

  • 0

    Neil,

    Just wanted to reply to lend my support to Jacob's question, I hope this feature is available soon!

    We have 2 distinctly different teams in our call center, handling completely different issues.  However, sometimes the caller presses the wrong menu button in IVR and needs to be transferred over to the other team.

    We have implemented the mentioned workaround by creating a user with the name of the group, and their direct line is set as the phone number for the group.

    The problem we have with this, besides the mentioned cost, is that this also opens a new ticket, rather than passing the ticket over to the new agent, like a person-to-person transfer does.

    When you roll out group transfers, will the same ticket pass to the new agent, like with a person-to-person transfer?

    Also, if you need beta testers, our organization would love to.

  • 0

    Hi Ian, 

    Yes, the ticket will follow the customer meaning there will be just the one ticket after the call has been transferred to a group. 

    Once I have tied down if we plan to beta this prior to launching it I'll be reaching out. 

    Thanks

    Neil 

  • 1

    Hi Zendesk,

    For us the missing ability to configure "out of office" greetings for when we are not available is a show stopper to migrating to voice.

    There was discussion about this here and in other threads. The discussions date back to 2012... Is there any chance this is coming anytime soon?

    Your direct competitor is offering this.

    Johannes

  • 0

    Hey Johannes!

    I'm not aware if Neil has anything in the works for this functionality, though I'm sure he's aware of the need for this!

    Something you can definitely do already is record an out of office greeting, and in the cases where you needed to use this, update your call routing and greeting played to this message.  Just make sure to change it back when you're back in the office. Our Managing greetings article should cover any questions you might have regarding this!

    Thanks,

    James

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