Receiving incoming calls

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15 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
    Zendesk Community Team

    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
    Zendesk Community Team

    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
    Zendesk Community Team

    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
  • Jimmy Rufo

    @Brett / All - I have a ticket in to ZD support, but have you heard of agents hitting "Accept" and being forced to hit a number on the keypad to fully accept the call?  I want the call to start when the agent hits "Accept", but that doesn't seem to be happening for us.  To add, the keypad isn't up when the agent is asked to confirm, so they have to fumble to find it and click "1".  Very annoying and we've had issues implementing as a result.  I turned off "Agent confirmation when forwarding?" but I'm not 100% that would solve it.  Anyone have any other ideas?

    0
  • Brett - Community Manager
    Zendesk Community Team

    Hey Jimmy, 

    I've used Talk a good amount and I've never had to hit a number on the keypad after accepting the call. Are you able to replicate this in other browsers as well? I'm wondering if there's a browser extension interfering here.

    Let me know as I'm happy to assist you further.

    Cheers!

    0
  • Jimmy Rufo

    Hey Brett,

    We may have figured this out just by chance, but my symptom can only be replicated if the number ID being routed to Zendesk Talk is an 800 number.  Our use case was user calls primary company line, which is an 800 number.  When the user dials option 1, it gets routed to the Zendesk Talk number.  That is when we saw the screwy behavior.

    To fix this, we changed our primary line settings to only show the caller's ID, not our support line, as the incoming number.  Once we did that, it worked as normal.

    I think there is some sort of security check in place to not immediately allow an 800 number to hit a Zendesk Talk number.

    0
  • Brett - Community Manager
    Zendesk Community Team

    That makes more sense. Thanks for taking the time to share this with us Jimmy :)

    0
  • Gerry

    How can Reps see the queue the call is coming in from when receiving an inbound call when they are put in multiple queues?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Gerry,

    Your agents should be able to see the call details and what number the call is coming from when a customer calls in. While this won't list which queue this is from they will be able to ensure they are not missing the call. I've also shared an article that goes into more detail on this topic for your reference. 

    Analyzing call activity with the Talk Team dashboard

    Best regards. 

     

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  • Gerry

    Hi Devan, 

    Thank you for your quick turnaround. When my Reps are in multiple queues they need to be able to identify the specific queue the call is coming from so they can handle the call properly. How can I enable this level of detail on the incoming call?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Gerry,

    Natively there is no way to accomplish this within Talk at this time. Your best bet would be to look into the Zendesk Talk API to develop this solution into the Talk on your end. This route does require a level of developer experience, so I would suggest visiting our developer support community if you choose to go this route.

    Otherwise, I would recommend posting your use case in our product feedback forums so our dev team can consider implementing this change in a future update.

    Best regards.

    0

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