Why am I not seeing the Talk icon? Why can't I make and receive calls?
The Talk icon is not available for agents until Talk is enabled on their personal profile.
Depending on your permissions, toggle this feature on or contact an administrator on your account to do this for you. For more information, see this article: Controlling access to Zendesk Talk.
If this feature was recently enabled and you still don’t see the icon, see the article: General performance issues troubleshooting guide.