Can I use my VoIP phone hardware with Zendesk Talk?

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  • Chris Chapman
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    Kate, how does forwarding the calls from ZT to the VOIP phone work with analytical reports/insights?

  • Dennis Lynn
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    Hey Chris! 

    When you transfer the call out of the Zendesk system using agent forwarding, you will still have call data for everything prior to the call leaving the Zendesk Talk system. The same is true if a call leaves the Zendesk Talk system when an IVR selection terminates to an external number. There may still be a customer leg that can be tracked in Insights and there will still be a call ID, as well as any user information associated with the call while it was in the Zendesk Talk system, but again there will be no data related to the call after it is transferred out of the Zendesk Talk system.

    For more information on the Talk objects you can use in Insights, as well as their definitions, I've included our object reference here as well:

    Insights object reference

  • Chi Peng
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    Kate, have you tested Zendesk Talk with Polycom VVX "hardware" phones? Here is Twilio's Configuration guide:

  • Spencer Scott
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    Kate, if you have an existing VoIP phone system and don't want to use Zendesk Talk I recommend looking into third party applications like Loup (, Tenfold (, or gUnify ( These apps have built integrations into a wide variety of CRMs and hosted VoIP phone systems. 

  • George Hicks
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    Was using the gUnify connector for Vonage and it was working great until about February. The gUnify app will pop up, show open tickets etc. but will NOT create NEW tickets now.

    After extensive work with Vonage on the problem, they found that there is a problem or was a change to the oAuth parameter in the API that is causing gUnify to fail to create tickets anymore.

    Has anyone experienced this or does ZenDesk have a solution or work around? It sure was handy to be able to create a ticket when someone called in.

    Here is the Vonage Engineer response after months of troubleshooting with me:

    Symptom: gUnify Zendesk Not Making Tickets

    Issue: Customer is unable to create Zendesk tickets from the gUnify app

    Resolution: Engineers determined the oAuth is not able to create tickets because of a restriction. Requested customer open a ticket with ZenDesk to fix the oAuth issues.

    Any help appreciated,

    George Hicks

  • Jessie Schutz
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    Hi George!

    I took a look at the gUnify app in the Apps Marketplace, and it looks like it was actually built and is supported by gUnify directly. This is the support email address listed. I'd recommend contacting then directly!



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