How do I take calls on a personal or desk phone?

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8 Comments

  • Alec Lively

    The requirement to be logged in on a browser is a major bummer. It basically kills our on call rotation.

    2
  • Erin Sherman

    I have call forwarding set up to my cell phone - but the clients phone number doesn't appear, just the service number. Is there a way to get the client number to show on my cell so I can know who is calling?

    0
  • Dekbi
    Zendesk Customer Care
    Hi Erin,
     
    Apparently, there isn't a way to have the caller's phone number appear when you forward calls on your personal phone. It is mainly to know that the call is from your Zendesk Talk number.
     
    For your reference: Setting up your phone for call forwarding
     
    I hope this helps!
    0
  • James Persson

    Is it possible to have two forwarding numbers and toggle between them? For example personal phone or when busy to 3rd party receptionist phone number.

    0
  • Dane
    Zendesk Engineering

    Hi James Persson,

    As it turns out, agent forwarding is limited to one phone number. 

    I'd recommend creating a Community post separately for that with your use case to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. 

    1
  • James Persson

    Done I'd encourage anyone interested in having more than one number for forwarding to go support my post below with a comment and bump.

    https://support.zendesk.com/hc/en-us/community/posts/4564383785114-Agent-forwarding-is-limited-to-one-phone-number-

    0
  • Santhosh Balasubramanya

     

    If a customer is using Zendesk Talk and Support and if we use the call forwarding to a 3rd party number and use a voice bot to triage the conversation. If we need to transfer call to available agent how do we achieve it as Zendesk does not support SIP. 

    0
  • Destiny
    Zendesk Customer Care
    Hello Santhosh,

    As of the moment, Zendesk Talk does not directly support SIP (Session Initiation Protocol), which makes call transfer to an external system more challenging.
     
    If you're using a voice bot combined with call forwarding and wish to transfer the call to an agent available in Zendesk, you'll want to use a setup that involves forwarding the call back to Zendesk Talk so that it can be routed appropriately.
     
    Here's a broad outline of how it could work:
     
    1. A call comes into Zendesk Talk.
    2. Zendesk Talk forwards the call to your third-party number (which has the voice bot).
    3. After the voice bot finishes with its triage if it decides the call needs to go to an agent, it forwards the call back to a number in Zendesk Talk.

    To set this up, you would need:
     
    a. A third-party voice bot system that can accept forwarded calls, perform the triage, and then forward calls as needed.
     
    b. Two different Zendesk Talk lines: one that the initial call comes into, and which forwards calls to the voice bot; then a second one that the voice bot uses to forward calls back into Zendesk. This is an important part, as this second line is where you configure your routing for agents.
     
    Please note this is a high-level outline and the specifics will vary depending on the specifics of your Zendesk setup and voice bot capabilities. Hope that helps. 
    0

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