You can place and receive calls in your web browser or forward calls to a phone.

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Summary: ◀▼

You can set up calls in your browser or forward them to a phone to place and receive voice calls. Use a supported browser with WebRTC, and check network, firewall, and headset setup for call quality. For call forwarding, add your forwarding number, country, and extension in your profile; international calls may require calling enabled, and forwarded calls show your account number as caller ID.

You can place and receive calls in your web browser or forward calls to a phone.

Make sure your admin has given you access to the voice channel.

This article contains the following sections:

  • Setting up your browser for calls
  • Setting up your phone for call forwarding
Related article:
  • Receiving incoming calls

Setting up your browser for calls

Before you start, ensure that you are using a supported web browser because these support Web Real-Time Communication (WebRTC), the browser-based communication protocol that Zendesk uses to make calls.

Tip: Factors such as the speed and reliability of your network, your network security, and the type of headsets you use can all affect the quality of calls. Additionally, if you use a browser to place and receive calls, you must open ports on your computer and network firewalls. See Preparing to offer voice support.

To set up your browser for calls

  1. In Support, click the Voice icon () in the top bar.
  2. In the call console, click the globe icon (), then select Via Browser.
    With omnichannel routing Without omnichannel routing

Setting up your phone for call forwarding

As well as placing and receiving calls using a web browser, you can forward calls to another phone such as your office, or mobile phone. If the phone number you are forwarding to is for a different country than the phone number of your Zendesk account, each forwarded call counts as an international call. If your account does not have international calling enabled this setting won't work. To enable international calling on your account, have your account owner contact the Zendesk support team. Added fees will apply to the cost of international calls.
Note: When you forward calls to another phone, the caller ID will display your Zendesk number as the caller ID, not the original caller's phone number.

To set up your browser for call forwarding

  1. In Support, click your profile photo in the top-right corner, and then select Manage profile.
  2. Next to Agent forwarding, click + add number.

  3. Under Agent forwarding number, select a country and enter your phone number.

    If your phone number includes an extension, add it to the extension field. If you also use additional key presses, you can also add those to the extension field. For example, if a caller must dial '123' followed by a pound ('#') key, enter '123#'.

    Note: If multiple users will share the same forwarding number, you must include different extension numbers for each agent.
  4. Click Save.

    Your forwarding number is saved to your profile.

  5. Click the Voice icon () in the top bar.
  6. In the call console, click the globe icon (), then select Via Phone.
    With omnichannel routing Without omnichannel routing
    Tip: You can use the Zendesk Support mobile app to set your agent status. See About the Zendesk Support mobile app.
Important: If you have a personal voicemail account on your phone, configure the setting Agent confirmation when forwarding. This requires you to press a key before the call is connected to indicate that a human is answering the call instead of voicemail. If a key is not pressed, the call is routed to voicemail. For details, see Enabling the voice channel and configuring general settings.
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