How do I forward calls from Talk to a personal phone? Follow

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17 comments

  • Avatar
    Fairuz Nandi Damba

    Hi Claire,

    Im currently using Zendesk Talk trial version and trying to configure how to forward calls to my personal phone, is it possible to do it on trial version? Or I need to upgrade it?

    Thanks.

  • Avatar
    Laurie

    Hello Fairuz,

    Yes, you can forward calls to your personal phone on a trial account! However, if you have an international phone number, you will need to reach out to our support team to help activate that for you.

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    Fast Sale Detailing PTY LTD

    Hi how do I do the initial set up? 

  • Avatar
    Jessie - Community Manager

    Hey there!

    I recommend you check out of Zendesk Talk resources, which contains a collection of links to all of our Talk documentation. You should find what you need there!

  • Avatar
    Alessandro Morelli

    Forward to (mobile) phone number is working only when agent is loged-in or also when agent is offline and not at the desk?

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    Keith @ Zendesk

    Hey Alessandro,

     

    So long as you have yourself set to Available in your last session in Zendesk (from a computer browser or phone browser) the Forwarding will work.  :)

     

    Thanks!

  • Avatar
    Alison Strycula

    Hi, 

    I can't figure out how to add my personal number. When I press the globe icon, It says my "Via Phone" is not configured.

    please let me know..Thanks!

    Ali

  • Avatar
    Olena Sosyedova

    Hey Alison,

    To add the forwarding number, you will need to go to your agent profile (top right corner of the UI) and on the left side, you should see the option for Agent Forwarding. That would be where, you will need to add your personal number in order to receive calls via Phone :)

  • Avatar
    Charlie Smith (Edited )

    I have successfully taken a phone call via forwarding to mobile. So if i want to then be available to take another call, but am not in the office to mark myself as 'available to take new calls' how does that work?

  • Avatar
    Brittany Brown

    "If your agents forward calls to a phone system where personal voicemail boxes are not an issue, you can disable this option so that agents are immediately connected to callers when they answer."

     

    How do we disable the Agent confirmation when forwarding?

  • Avatar
    Austine Hipol

    Hi Brittany!

    I'm glad you wrote to us. The "agent confirmation when forwarding" setting is hiding in Admin > Channels > Talk under the Settings page — you should see the toggle switch near the bottom of that page.

    I hope this helps! Happy to help if you have any other questions on this.


    Best,

  • Avatar
    Græme Ravenscroft

    Is forwarding all-or-nothing? If a call comes in to my mobile phone, am I able to answer it through my browser or does it have to be answered via the phone?

  • Avatar
    Jupete Manitas

    Hi Græme!

     

    If a call comes in to your mobile phone, the call must be answered to your mobile phone as Zendesk support browser already forwarded the call to your mobile phone.

    Hope this helps and please let us know if you have additional questions!

     

    Best,

  • Avatar
    Karthika Poduval

    Hi, 

    I have noticed this and it happened to me twice. I have call forwarding set up to my personal number. When a customer call comes in the web browser notification pops up telling there is an incoming call and it is forwarded to the number, but my personal phone doesn't not ring or get a call. it is just still and because there is no answering option on the web browser (when forwarding is set up) the calls get missed. Please help.  

     

  • Avatar
    Jupete Manitas

    Hi Karthika,

    Sorry to know this issue. I just need to confirm if the network requirements have been re checked? which is discussed here https://support.zendesk.com/hc/en-us/articles/115005468288-Talk-network-requirements. If you reviewed the guide already and issue persist. I'll be happy to create a ticket for this issue occurring.

    Thanks!

  • Avatar
    Russell Fewing

    Hi,

    I know I am being a bit ambitious here, but is there a  setting so we can have Talk pass through the original caller number to the agents mobile phone rather than the Zendesk number?

    (the mobile phone is a dedicated 'out of hours' line and knowing the callers identity when answering avoids us having to collect the same information over and over again)

    With optimistic thanks...

  • Avatar
    Hervin Centeno

    Hi Russell,

    I have been looking into this for you and unfortunately it does not appear that there's any particular setting or configuration for the original caller's ID to appear as the ID when a call is forwarded to a mobile phone.

    As noted in the article above, when calls are forwarded to an external phone, caller-ID will display the Zendesk Talk number, (not the original caller's phone #). This is to help agents identify which incoming calls are coming in via Zendesk Talk.

    I sincerely apologize for this limitation. I've taken a look and found the following related discussions about the functionality you are looking for in our Product Feedback forum: https://support.zendesk.com/hc/en-us/community/posts/360003516168-Display-caller-s-number-when-forwarding-to-agent-s-phone

    Our Product Feedback forum is the primary channel used by our Product Management team and other Zendesk users to discuss possible new features and suggest workarounds. I highly encourage you to vote for that request and then share your use case in the discussion. I'd also recommend subscribing to the article so you'll be updated with any further comments. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

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