Zendesk Talk for voice is cloud-based call center software built right into Zendesk Support. It enables you, and your teams to provide phone support from the same platform you use to manage your other support channels. If you're new to Talk, work through the following steps in this article to help you get up and running:
Step 1: Checking number availability and regulations
To use Talk, you'll need a phone number. You can buy a phone number from Zendesk, forward calls from your existing carrier to a new Talk number, or often bring or port your existing phone number with you. However, if you port your number, you'll still have to pay a monthly charge to use it with Talk. After your new number is set up, you can forward calls from an existing support number to it.
To check that Talk phone numbers are available in your country use the calculator in Zendesk Talk number availability and pricing. If numbers are not available, you might be able to port an existing number into Talk.
Many countries have regulations that require you to provide documentation to verify you and your business before you can be issued with a phone number. We can help you with this. Take a look at Zendesk Talk and Zendesk Text number address requirements, select the country from which you want to purchase a number, and we'll tell you what information you need and help you to submit it.
Setting up a new Talk number
When you want to set up a new number, you can choose one from the Channels > Talk page in Admin Center. If you've just started a trial of Zendesk Suite, you'll already have been assigned a number.
Choose a country, number type, and number from the list of numbers. You can search the list to find the number you prefer to use.
See Adding a new number.
Porting an existing number into Talk
If you have an existing phone number that you use for support calls, you might be able to port this number to our Talk phone service provider, Twilio. Most US and Canadian numbers can be ported. Porting from other countries is handled on a case-by-case basis and is not guaranteed.
Bear in mind that porting can take a few weeks so plan ahead. When you are ready to get started, see Porting numbers for Zendesk Talk for full details.
Forwarding an existing number to Talk
While you must have a Talk phone number, if you have an existing phone number for support, you can forward calls from it to your Talk phone number. Usually, you'll need to work with your existing phone service provider to set this up.
See Forwarding incoming calls from an existing number to Talk.
Understanding digital lines
While you'll still need a Talk phone number, Talk Embedded voice enables you to add a digital line and embed a call button in your mobile app so your customers can call you seamlessly and immediately, without leaving the app. With a call button, customers don’t need to know your phone number but can still get access to your contact center.
For more details, see Understanding Talk Embedded voice.
Step 2: Understanding Talk costs
A Talk number costs a fixed amount of money each month. The price will vary depending on the country where the number is based, and whether the number is local, mobile, or toll-free. The calculator displays the monthly cost for the Talk number.
The cost for Talk varies depending on the plan you have, where your phone number is located, and the amount of calls you make and receive.
Understanding your total costs per month
- The monthly cost for the Talk feature plan you purchased for each Talk agent you have
- The monthly cost for your number
- Any usage costs you incur
If you pay your monthly bill by invoice, you can get package discounts.
For more information about Talk pricing and billing, see Zendesk Talk billing FAQ.
Understanding Talk usage costs
- Receiving inbound calls: A per-minute fee for incoming calls which includes optional call recording.
- Placing outbound calls: A per-minute fee for outbound calls based on your country, and the device you use to make calls.
- Recording voicemails: A per-minute fee for recording voicemails.
- Transcribing voicemails: If enabled, you're charged a per-minute fee for transcribing voicemails (currently available in English only).
The calculator you'll find in Zendesk Talk number availability and pricing gives you usage costs based on the information you supply.
Step 3: Setting up your network and hardware
Ensuring that your network and hardware are ready is key to getting the best from Talk. This section contains a checklist of the things you should work through to ensure you and your customers have the best experience.
|Internet connection and bandwidth||To be successful with Talk, you need a fast and reliable internet
connection. Talk works best with a hardwired network connection on
it's own dedicated network.
Each Talk call needs at least 50kBits/sec network bandwidth.
|Talk network requirements|
|Network traffic||Your network equipment and firewalls might need to be adjusted to allow Talk to work by ensuring that the right TCP and UDP ports are opened. Your IT department can help with this.||Talk network requirements|
|Web browsers||Your web browser must be compatible with WebRTC (Web Real-Time Communication), a browser-based communication protocol to make calls.||Talk network requirements|
|Headsets||Analog headsets (with a 3.5mm plug) generally give the best call quality. USB and Bluetooth headsets are also great options. However, if you experience any call quality issues, rule these headsets out as the cause by testing with an analog headset.||n/a|
Step 4: Enabling Talk and configuring general settings
Once your number is set up, you can enable Talk and start making and receiving calls. There are many more steps you can take to configure Talk just how you want it. To get started, see Enabling Zendesk Talk and configuring general settings.
You're now ready to start placing and receiving calls with Talk. If you're new to running a call center, consider taking a look at Best practices for Zendesk Talk. For details about all of the things you can do with Talk, see Zendesk Talk resources.
How do I configure physical phones to connect to the Talk solution? I have polycom desk phones that I would like to point to the SIP setup for Zendesk Talk.
VoIP phone hardware like Polycom desk phones can't be used with Zendesk Talk. However, if you have an existing number on your VoIP phone, you may just forward the calls from your Zendesk Talk to the VoIP phone.
To learn more, see How do I take calls on a personal or desk phone?
If I forward calls to my physical phone, what would I paying to Zendesk?
You would be paying for the price of the inbound call when received plus the price of the outbound call when forwarded.
We have spent hours searching this forum for a reason why none of us can see the little Talk (phone) logo on our home dashboards. Everything has been set-up the way we've been reading for it to be set-up. Please help. (And yes, those of us who will be using Talk are enabled as Admins or Agents.)
It sounds like you may need to enable Talk on the agents profiles now so they have access to it under their Role. More information can be found in this article: Giving agents access to Talk
Let me know if you experience issues still on your end!
Please sign in to leave a comment.