Question
How can agents set up forwarding from Zendesk Talk to a personal or desk phone?
Answer
Agents with Zendesk Talk enabled see an option to add a forwarding number on the left-hand side of their user profile. From there, agents have the option whenever they go online to select if they take calls via their browser or via their phone. For detailed instructions on how to forward calls to your phone, see Setting up your browser or phone for calls.
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 don't flow through to agents. If you are on an unstable network this may cause issues to the agent forwarded calls
Calls forwarded using agent forwarding are still successfully recorded in Zendesk. When placing outbound calls using your personal phone, you still need to dial out of the browser to connect with your phone before the call connects with the customer.
To determine if Talk is configured to take calls Via Browser () or Via Phone (
), the corresponding icon is displayed next to the status bar of the Talk dropdown.
35 Comments
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!
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.
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?
Well, it is working now with the toggled option. But not as I wanted it to work tho
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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