Setting up your browser or phone for calls

Have more questions? Submit a request

15 Comments

  • Arik Trejos
    Comment actions Permalink

    Hello, is there a way to get the ZenDesk App from Google Play to dial numbers using the smartphone's internet and not its actual phone line? or to use the smartphone's VPN dialer (such as Zoiper) instead of the default dialer?  Thanks

    0
  • Jon Daniels
    Comment actions Permalink

    Hey Arik!

    There is no way to take Zendesk Talk calls through a mobile app (yet), currently the only way is outlined above (forwarding those calls to the mobile and answering via a normal phone call)

    Here are the closest product feedback posts I could find requesting this feature:

    Bring outbound call functionality to mobile apps

    Zendesk Talk Mobile App

    I recommend voting on the relevant requests and adding your use case in the comments.

    If these don't match what you're looking for, feel free to create a new post in the feedback forum:

    Zendesk Product Feedback

    Thanks for your input!

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Amanda - 

    Do you know which browser they are using? Several people reported seeing this issue on Chrome last week due to an audio update pushed by Google.

    The fix is to do the following: 

    1) Paste:  chrome://flags/#autoplay-policy  into the URL field

    2) Change it to "No user gesture is required"

    3) Restart the browser

    You can also read through that conversation for more details. 

     

    Let us know if that fixes it for you!

    0
  • Malik Usman
    Comment actions Permalink

    Hi,
    We are using an external Toll free number (not zendesk number) for all incoming calls on our zendesk number. Now we are getting the same Caller id number ( the external toll free number) for every incoming call on zendesk. How can we enable the originating caller id number?

    Thanks

    0
  • Jacob Seaver
    Comment actions Permalink

    Hi Malik,

    The forwarding of caller ID information to Zendesk Talk numbers is definitely possible, but from what you're describing the best recommendation here is to have the you check with the external service provider that provides the original access number to see whether the original caller ID information can be passed when forwarding that phone number to your Zendesk Talk number.

    I do hope that helps, Malik!

    0
  • Malik Usman
    Comment actions Permalink

    Hi Jacob,

    We have tested this with the external service and yes its passing the original caller id information.

    0
  • Nik
    Comment actions Permalink

    While signed into Zendesk on my computer (chrome), my team longer receives "an incoming call" alert. It does not provide the alert for incoming calls whether calling our company support line OR our Zendesk assigned number. but I can see the missed calls in our "call history" admin panel. It worked last month and mysteriously stopped working this month.


    Your Zendesk support team has not been able to determine the issue. Our customer service is failing because we no longer know when customers are calling in :-( PLEASE HELP!!

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Nik -

    Do you already have a ticket open with our support agents? If so, can you tell me what the ticket number is so I can check on it?

    0
  • John
    Comment actions Permalink

    When inbound call comes in, how can i make it ring on the speakers? But when I accept the call the inbound call sound comes into the headset. Are there any WebRTC Chrome extensions that can be used to accomplish this?

    Reason for this is, when I put my headset down and walk away from the desktop, I dont hear an incoming call. Because the ring is only in the headset. We were using salesforce before and had service with NewVoiceMedia that has this Chrome WebRTC extension: https://chrome.google.com/webstore/detail/webrtc-for-newvoicemedia/jahbgfelgdkpjhbcggnkfglaldkhodmi

    Does Zendesk Talk have similar WebRTC extension that has this option that can be used in Chrome or Firefox?

    See image below

    1
  • Dan Kondzela
    Comment actions Permalink

    Hey John!

    This is a great question, and I can certainly see the validity of the request. Unfortunately this is something that is not planned at this time. We have a similar request over on our Talk Product Feedback Forum that you can check out here, with direct interaction from a Talk Product Manager explaining the reasoning.

    https://support.zendesk.com/hc/en-us/community/posts/203430626-Zendesk-Voice-New-call-notification-through-speakers-call-through-headset

    Thanks!

    0
  • Jeremy
    Comment actions Permalink

    I am the primary user of our Zendesk account (in Canada).

    If I want to use my mobile phone (in Canada) to receive incoming calls (from Australia), will they be considered international calls?

    Also, if I want to avoid being charged international calls fee, I would be best to use a headset and browser configurations for receiving/making calls?

    I will be purchasing 3 numbers (3 different countries) from Zendesk, how can I know which type to choose (local, toll free, beta)?

    Thanks!

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hey Jeremy,

    If I want to use my mobile phone (in Canada) to receive incoming calls (from Australia), will they be considered international calls? Yes these will be considered international calls.

    Also, if I want to avoid being charged international calls fee, I would be best to use a headset and browser configurations for receiving/making calls? Costs would be identical regardless of what device you're using if the call originates from a different country call.

    I will be purchasing 3 numbers (3 different countries) from Zendesk, how can I know which type to choose (local, toll free, beta)? Toll-free numbers have specific area codes so you could try searching by area code to see if the number is available.

    Hope the above information helps!

    0
  • Ethan
    Comment actions Permalink

    Hi Guys
    We just face a problem when using an iPad for handling calls. We can login to support account on a browser on iPad. but when we want to place an outbound call the call button doesn't respond.

    This is happening when the calls set to be taken "Via browser". But if we switch to "Via Phone" the problem will be solved. and the call button works fine and we can place the call.

    Is that suppose to be like this!? I mean the "Via Phone" option is not only determining the inbound call receiving device?

     

    Regards

    Ehsan

    0
  • Devan
    Comment actions Permalink

    Hello Ethan,

    Due to the nature of this issue, I've gone ahead and opened up a ticket on your behalf so one of our specialists can investigate this further for you. You should receive an email followed by a response shortly. 

    Best regards. 

    1
  • Gravity CX
    Comment actions Permalink

    Hi All

    When configuring "Setting up your phone for call forwarding" (ie: call forwarding to an agents personal phone), if I have configured Group routing and queue times, do these settings still apply when a call is forwarded to an agent's personal phone?

    For the following scenario, what happens:

    • Call enters Zendesk - Call is routed to Primary Group - Agent in Primary Group has call forwarding enabled - call forwards to agent personal phone - agent doesn't pick up.
    • Does the call re-enter the queue again and Zendesk finds the next available agent....OR....does the call go to overflow/voicemail (whichever is configured) and does NOT re-enter the queue?

    So my question really relates to what happens with routing and queue wait times before going to overflow/voicemail when agent forwarding is enabled and an agent doesn't pick up.

    Zendesk has confirmed that normal browser based calls will wait in the queue for the specified time (we have it configured for 20 mins) before it overflows (although this is not what we have seen in testing).

    The above article says "If a key is not pressed, the call is routed to Talk's voicemail" however, voicemail is not enabled on my customer's instance.

    Many thanks

    Chad Susa
    Founder and Owner
    Gravity CX
    Zendesk Select Partner
    Zendesk Certified Admin

    0

Please sign in to leave a comment.

Powered by Zendesk