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Receiving incoming calls

Rob Stack
  • Edited
Zendesk Documentation Team

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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.

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: You cannot change the 30 second value.
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. For details, 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.
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5 Comments

  • Noel

    HI, I am new to Zendesk Talk.  But we have a requirement that needs the Zendesk Talk component to be embedded to our portal.  That means we need to be able to receive zendesk incoming calls, using our own portal where the we embed talk functionality.  Is this possible?

    0
  • Rob Stack
    Zendesk Documentation Team

    Hi Noel Branzuela, you might be able to do this with Talk Partner Edition, but you'd need to do some development work. I'd recommend contacting us using the link on https://www.zendesk.com/service/voice/talk-partner-edition/ with your requirements. Someone will be able to help you.

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  • Noel

    Thanks Rob, will try to search more on the Talk Partner Edition. Cheers

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  • Jack Trimber

    Is there a way that I can adjust the dial plan so that the customer can dial a number to take them to an agent who handles specific issues? 

    0
  • Jason Schaeffer
    Zendesk Customer Care

    Hi Jack,

    Thanks for reaching out. If your Goal is for calls to route to a specific agent, I would suggest one of two things:

    1. Create an IVR menu that would allow the customer to choose the type of question they have, which based on their keypress can route to a specific group you would like to handle those calls.

    2. You could add a number for each agent, and each number would only route to the agent or agents you want to take calls for that specific number based on what the issue is.

    There is Additional information on this below:

    Can I Route Calls to A Specific Agent

    Thank you!

    Jason Schaeffer | Customer Advocate |

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