How do I take calls on a personal or desk phone?

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35 Comments

  • Brett Bowser
    Zendesk Community Team

    Hey SCG,

    Just to clarify, when you set up agent forwarding in the agent's profile, calls will be directed to the number you've set up instead of the browser. Calls don't get directed to the personal number if the agent doesn't answer from their browser.

    Additionally, if you want calls to be directed to your personal phone, you need to select the via phone option as shown in the screenshot above.

    If you continue to experience issues I'll need to create a ticket on your behalf so our Customer Advocacy team can look into this for you.

    Let me know!

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  • SCG FoodSafety

    Did you change the way it works? It used to forward the calls to my personal phone when agents weren't available without the need to select via phone.

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  • Brett Bowser
    Zendesk Community Team

    Hey SCG,

    This functionality has not changed since I've been with Zendesk so that's odd that it worked for you without the availability being set. I assume it's working now that you've toggled this option?

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  • SCG FoodSafety

    Well, it is working now with the toggled option. But not as I wanted it to work tho

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  • Devan - Community Manager
    Zendesk Community Team

    Hello SCG FoodSafety,

    Could you explain how you were anticipating it working and going into more detail on when it still serving as a roadblock on your end?

    Best regards. 

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