If you're in Zendesk, online, and receive a call, the call console appears in the upper-right corner of the Agent Workspace. In this article, you'll learn how to receive a call and change the device used to play the call ringtone.
Receiving a call
When a call is received, the call console appears in the Agent Workspace. 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 call 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 calls become tickets.
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 so that that agents can step away from their desks without missing a call.
To change the ringtone device
- In the call console, click the Ringtone speakers icon (
). A list of audio devices connected to your
computer are displayed.
- 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.