Question
How can agents set up forwarding from Zendesk Talk to a personal, mobile, or desk phone?
Answer
Prerequisites
- You must have a Talk Team plan or higher. If you need to confirm your plan level, contact the owner of your account and have them view the plan subscription.
- You must be an administrator in the account.
Setup Steps
Agents with Talk enabled see an option to add a forwarding number on the left-hand side of their user profile. From there, agents have the option whenever they go online to select if they take calls via their browser or via their phone. For detailed instructions on how to forward calls to your 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 cause issues to the agent forwarded calls
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.
To determine if Talk is configured to take calls Via Browser (
) or Via Phone (
), the corresponding icon is displayed next to the status bar of the Talk dropdown. 
Video Walkthrough
Additional Resources
If you are new to Talk and configuring settings for the first time, see the articles:
6 Comments
The requirement to be logged in on a browser is a major bummer. It basically kills our on call rotation.
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?
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!
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.
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.
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-
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