Receiving incoming calls

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7 Comments

  • Tilly Martin

    Is there a way to make the browser tab flash or something when a call is incoming?

    1
  • Tilly Martin

    Also, when will we be able to update the 30 second value? Can this be raised as a suggestion?

    1
  • Brett - Community Manager

    Hey Tilly,

    There's no way to alter how Zendesk Talk affects your browser tabs. That being said, if you're using Firefox or Chrome you should be receiving browser notifications automatically. More information in our Enabling Talk browser notifications article which I've included.

    As for updating the 30 second value, it looks like we do have a Product Feedback post related to this here. I would recommend up-voting and providing your use case for our product managers to view.

    Let us know if you have any other questions :)

    0
  • Tilly Martin

    Thanks, Bret.

    My agents can't seem to decline calls either... Is there a setting somewhere to allow this? (I can't find it or any reference to a setting in the KB here)

    0
  • Brett - Community Manager

    Hey Tilly,

    What exactly do your agents see on their end?

    Your agents should see a screenshot similar to the following where they can decline calls: 

    A bit odd that your agents don't see this option so any additional information you can provide is greatly appreciated. Thanks!

    0
  • Tilly Martin

    Hi Bret, Yes - they see the button, but nothing happens when they click "decline", it just keeps ringing on their screen until the 30 seconds is up and it goes to the next agent. 

    0
  • Brett - Community Manager

    Hi Tilly,

    This sounds like it could be a browser related issue if the agents can see the button but are unable to click on it. Can you have these agents either test from a Chrome Incognito Window or possibly from a different browser to see if they can replicate? I'm also wondering if there are any browser extensions that could be affecting the UI so it may be worth disabling those temporarily as well.

    Let us know!

    0

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