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You can choose between using your web browser or your phone to place and receive calls.

Make sure you have been given access to the voice channel. See Giving agents access to Talk.

This article contains the following sections:

  • Setting up your browser for calls
  • Setting up your phone for call forwarding

Setting up your browser for calls

Before you start, ensure that you are using a web browser (like Google Chrome or Firefox) that supports WebRTC (Web Real-Time Communication), a browser-based communication protocol to make calls.

Tip: Factors such as the speed and reliability of your network, your network security, and the type of headsets you use can all affect the quality of calls. Additionally, if you use a browser to place and receive calls, you must open ports on your computer and network firewalls. See Preparing to offer voice support.

To take calls with your browser

  • In Support, click the Call icon () in the topbar.
  • In the call console, click the globe icon and then select Via Browser.

Setting up your phone for call forwarding

As well as placing and receiving calls using a web browser, you can forward calls to another phone such as your office, or mobile phone. If the phone number you are forwarding to is for a different country than the phone number of your Zendesk account, each forwarded call counts as an international call. If your account does not have international calling enabled this setting won't work. To enable international calling on your account, have your account owner contact the Zendesk support team. Added fees will apply to the cost of international calls.
Note: When you forward calls to another phone, the caller ID will display your Zendesk number as the caller ID, not the original caller's phone number.

To take calls with your phone

  1. In Support, click your profile photo at the top-right of the console, and then click View profile.
  2. Next to Agent forwarding, click + add number.

  3. In the panel that appears, select a country and enter your phone number.

    If your telephone number includes an extension, add it to the extension field. If you also use additional key presses, you can also add those to the extension field. For example, if a caller must dial '123' followed by a pound ('#') key, enter '123#'.

    Note: If multiple users will share the same forwarding number, you must include different extension numbers for each agent.
  4. Click Save.
  5. In the call console, click the globe icon and select Via Phone.

    Tip: You can use the Zendesk Support mobile app to set your agent status. See About the Zendesk Support mobile app.
Important: If you have a personal voicemail account on your phone, configure the setting Agent confirmation when forwarding. This requires you to press a key before the call is connected to indicate that a human is answering the call instead of voicemail. If a key is not pressed, the call is routed to voicemail. For details, see Enabling the voice channel and configuring general settings.
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