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.
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.
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?
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.
Thanks Rob, will try to search more on the Talk Partner Edition. Cheers
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?
Thanks for reaching out. If your Goal is for calls to route to a specific agent, I would suggest one of two things:
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.
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
Jason Schaeffer | Customer Advocate |
Is there a way to see if another call comes through while you are on another call? And then put the current call on hold and pick up the other one?
Zendesk routes the call to the next available agent, and cannot be broadcast to all agents at once. Calls are always served to agents one at a time. Unfortunately, it is not possible to receive or see incoming calls while you are on another call.
Currently, it is based on all of the available agents in the group that the call is routed to. Calls will be served on a round robin basis, and will be offered to the agent who has been available for the longest, first.
For more information, please see below article: How are calls routed to my agents in Talk?
I hope this answer your question!
Is there any way to establish a multi-skill setup in Talk - we have agents who we would like to handle two different call types, coming in from different phone numbers. 1) Is there any way for an agent to distinguish one call type from another, and 2) can one call type be set up to take priority over the other?
Unfortunately, there is no option for the Agent to distinguish the calls. The Agent would get the call depending on the group or IVR routing.
In regard to your 2nd question, I have found the following Community post:
Priorities calls routing
Our Teams are frequently looking through the posts in order to get ideas on future additions to the Software. The more a votes a post gets, the higher the chance that the feature will be added in the future. Therefore I would suggest you to vote / comment on the post I have shared with you above.
Is there a way to answer & end calls using our headset? Is there a remote/headset alternative to clicking on Accept in the call console, on the screen each time?
We use Jabra 65.
Apparently, you can only answer the call when you use the accept button in Zendesk Talk. It is not possible to answer a call on your browser using a headphone/remote button in your device.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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