Receiving incoming calls

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If you're in Zendesk, online, and receive a call, the call console appears in the upper-right corner of the Support page. In this article, you'll learn how to receive a call and change the device used to play the call ringtone.

This article contains the following topics:

• Receiving a call
• Changing the ringtone device

Receiving a call

When a call is received, the call console appears in Support. 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.

  When you accept the call, the call console begins recording the call and a ticket is created. If an end-user has previously called and already has a profile in your Zendesk Support, you will be able to see their name and organization in addition to the information shown in the image above. See Understanding how Talk calls become tickets.

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.

Changing the ringtone device

You can change the device used to play the ringtone. For example, you might want to play the ringtone on a Bluetooth headset meaning that agents can step away from their desk without missing a call.

To change the ringtone device

1. In the call console, click the Ringtone speakers icon (). A list of audio devices connected to your computer are displayed.

   

2. From the list of devices, select which one will play ringtones for incoming calls.

The ringtone for all calls will now play on the device you selected.