How can agents set up forwarding from Talk to a personal or desk phone?
Agents with Talk enabled should see an option to add a forwarding number on the left-hand side of their user profile. From there, agents will have the option whenever they go online to select if they will be taking calls via their browser or via their phone. Agents using "Agent Forwarding" need to be logged into Zendesk and available "Via Phone", if you are not logged into Zendesk and online in a browser, calls will not flow through to agents, and if you are on an unstable network this will cause issues to the agent forwarded calls
It should be noted, calls forwarded using agent forwarding will still be successfully recorded in Zendesk.
To toggle this setting:
Click the Talk icon () on the right side of the top toolbar to open the call console.
- In the call console, click the globe icon and then select "Via Phone" from the dropdown.
To determine if Talk is configured to take calls Via Browser () or Via Phone (), the corresponding icon will be displayed next to the status bar of the Talk dropdown.
Agent confirmation when forwarding: When agents forward calls to their phones, this option requires agents to press a key before the call is connected to indicate that a person is answering the call and not an automated voicemail.
This prevents calls from forwarding to an agent's personal voicemail if they do not answer. Forwarded calls not answered with a key confirmation are routed to the voicemail system and recorded in a ticket.
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.