How can agents set up 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 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 cause issues for 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.
If you are new to Talk and configuring settings for the first time, see the articles:
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.
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