How can agents set up call forwarding from Zendesk Talk to a personal, mobile, or desk phone?
To receive calls on an external phone line you must have access to Talk as an Agent or Team Lead for your agent role and a functional Agent forwarding number. You can then forward incoming calls to the forwarding number using the Via Phone () setting. For detailed instructions on how to forward calls to your personal phone, see the article: 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 your network is unstable, this may also cause issues for forwarded calls.
To determine if Talk is configured to take calls Via Browser () or Via Phone (), use the corresponding icon that is displayed next to the status bar of the Talk dropdown.
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.
If you are new to Talk and configuring settings for the first time, see the articles: