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

Question

How can agents set up forwarding from Zendesk Talk to a personal or desk phone?

Answer

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. 

Note: When calls are forwarded to an external phone, the caller-ID displays the Zendesk Talk number, and not the original caller's phone number. This is to help agents identify which incoming calls are coming in through Talk. Charges occur when forwarding calls to an external phone. For more information about the charges applied per country, see the article: Zendesk Talk number availability and pricing.