If you're in Zendesk, online, and receive a call, the call console appears in the upper-right corner of the Support page.
You'll also hear a ring tone sound which you cannot change.
To take the call
- Click Accept in the call console that appears under the Talk icon in the
top toolbar.
If you don't answer within 30 seconds or decline the call, it's placed back in the queue to wait for the next available agent.
Note: On Enterprise plans, your admin might have changed this to a value other than 30 seconds.
Note: If you don't answer a call within 30 seconds, a greeting is played to ensure that
the customer knows they are in a queue. If the greeting is 20 seconds long, the
customer will spend a total of 50 seconds on the call before being placed back in
the queue.