Making outbound calls

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22 Comments

  • Tilly Martin

    Is there a way to bulk update our customers phone numbers to include the dial code e.g +44?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Tilly,

    If you're on the Professional or Enterprise plan you can export your user data as mentioned in our Exporting Data documentation which I've linked for you. Once you've exported and updated your users phone numbers you can then do a bulk user import/update as mentioned here. When importing you'll be given the option to update existing users which will replace the existing data for that user. More detail is provided in the article I linked :)

    The other option would be to get your developers involved and use the Zendesk API to bulk update this information.

    I hope this helps!

    0
  • chetna adlak

    In out call recorded

    1
  • Brett Bowser
    Zendesk Community Team

    Hi Chetna,

    Are you wondering if outbound calls are recorded through talk? If so, as long as you have recording options enabled as mentioned in our Managing recording options in Zendesk Talk article then outbound calls will also be recorded in the ticket.

    Hope this helps!

    0
  • Jagoda Janiszewska

    Hi Community Team,

    is it possible to have more agents calling (outbound) from the same number at the same time? Or should they have separate numbers?

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Jagoda,

    With Talk multiple agents can make outbound calls from the same number at the same time. Setting up separate numbers will not be necessary :)

    Let us know if you have any other questions!

    0
  • Jagoda Janiszewska

    Sounds awesome, thanks Brett!

    0
  • Edward Tark

    Hello, 

    How can we enable international calling? 

    3
  • Rob Stack
    Zendesk Documentation Team

    Hi Edward, I'm sorry for the late response. To enable this, you should open a Support ticket with us.

    0
  • Larry Click

    On outbound calls, how can I limit what numbers an agent can call from. We're putting in site specific phone numbers (150) and I'd like to keep the outbound numbers down to 3 or 4 that the agents see to pick from.

    Also, does caller ID Identify the outbound call as coming from us?  How do you set what Caller ID says in the display? We have regional brands and would like it to say the brand and not the corporate office.

    Thanks

    0
  • Larry Click

    Answered my own question about keeping the outbound numbers limited. Hit the switch in the settings!

     

    Still need an answer about setting the Caller ID verbiage.

    thanks

     

    0
  • hussein faisal

    the call console does  not appear in the upper-right corner of the Support  page 

    0
  • Brett Bowser
    Zendesk Community Team

    Hi Hussein,

    Just to confirm, is the issue that the Talk icon will not show up at the top right for any of our agents? Or are they not seeing the pop-up when a call comes in?

    Are you able to replicate this issue from another browser or possibly an Incognito window?

    Let me know!

    -1
  • Алексей Кочетков

    Hello,

    I’m using Zendesk Team plan. I’ve made an integration Zendesk – Mango office telephony. Everything works perfectly with inbound calls.

    But I can’t make outbound calls. Call icon is not shown in the top of the ticket. The pop-up menu by clicking a client’s phone number is shown in grey. Items are unavailable.

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Алексей,

    Can you confirm you've subscribed to Talk Partner Edition on your account? If not, that may be why you don't see the Talk icon on your end. I'd be happy to get you in touch with your account manager to discuss this further if you'd like.

    Let me know!

    0
  • Алексей Кочетков

    Hi Brett,

    We have not subscribed to Talk Partner Edition. Is Talk Partner Edition  essential component to be able to make outbound calls?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Алексей,

    I confirmed internally and yes, you do have to subscribe to Talk partner edition so you can make outbound calls using a 3rd party integration.

    This is something your account manager can provide more information on so let me know if you need me to get you in contact with them :)

    Cheers!

    0
  • Chandni

    How do I make outbound calls on Zendesk without activating inbound?

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Chandni, that's not currently something we support. If that's something you'd like to see in the product, please consider adding it to our product feedback page at https://support.zendesk.com/hc/en-us/community/topics/360000029887

    Thanks!

    0
  • Paulius Lingys

    Hi,

    how can I setup recorded warning/notice that the calls is being recorded on outbound calls? We want to keep recordings on outbound calls but to do that we need our customers to be aware of the fact.

    0
  • Kay
    Community Moderator

    Hi Paulius,

    Currently the functionality in Zendesk Talk is limited to inbound calls.
    On outbound calls the only solution at the moment is for the agent to explicitly inform the customer themselves.

    0
  • Brandon Tidd
    Community Moderator

    Building on this - a popular way to do this is for the agent scripting to say "This is Agent Name calling on a recorded line."  This method decreases the chances that the caller will disconnect when hearing a recording on pickup.  Hope this helps!

    0

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