Setting up your browser or phone for calls

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9 Comments

  • Joseph Lanigan

    I have call forwarding enabled. When I sign out of Zendesk for the day, I still receive calls from clients on my phone. What gives??

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  • Russell Chee
    Zendesk Customer Care

    Hey Joseph,
    Thanks for reaching out, I hope you are doing well! I would just like to clarify after you have logged out for the day, within the Zendesk Support UI have you placed your phone icon from online to offline? The reason is because if you have online enabled in the Zendesk Support UI, it will still route the calls to your mobile even after you have logged out as that's the expected behaviour when you're away from your computer, you can still accept calls. Let me know how you go with this!

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  • Bobby Quezada

    Is there any settings that would prevent an agent to select forwarding calls and grey out the option to select call forwarding? Some of our members have seen the message not configured when their numbers are already configured in their profile.

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  • Joseph Lanigan

    Hi @..., thank you for the reply. My role is in customer service so when I am logged out of Zendesk I have no need to receive client calls. I guess I assumed that simply closing my browser or logging out of Zendesk would cease incoming calls to me. Do I need to also select "offline" before signing out? I'm just trying to stop the middle of the night calls from clients! :P

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  • Russell Chee
    Zendesk Customer Care

    Hey Joseph,
    Thanks for jumping back on the post. Of course, you need some you time and make sure that clients aren't buzzing in the dead of night! Yes that is correct, you need to ensure that you are offline for Talk so that the calls are then not forwarded from your Zendesk account to your mobile device. It's normally good practise to do so :)

    To Bobby, good question you've raised. I've checked with our Zendesk Talk team and they've mentioned at this current time unfortunately it is not possible to disable this feature in the Agent UI's interface.

    Russell

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  • Tan Jee Han

    Hi, I would like to enquire is call forwarding to other agents working in the same team allowed as well? Say in my team, there're agents A,B,C and D. Agent A earlier spoke to customer E and the call ended. However customer E called again and say the call got assigned to agent B and customer E wishes to speak to agent A as agent A handled the said customer earlier.

    In this case, if agent B would like to forward or transfer the call to agent A what are:
    1.) The steps required to do so
    2.) Settings that I need to set to allow and enable call forwarding to existing agents

    Hope to hear from you soon. Thanks

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  • Beto
    Hello Tan Jee Han, thank you very much for your question!
     
    Yes, this is definitely possible. In order to forward calls between your team, the process is a bit different. It is actually called Transferring calls. Calls can be transferred to any other Agent that is online in Talk. All the instructions and how it works can be found on this article: Transferring Calls.
     
    I hope this was helpful!
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  • Anton Verhelst

    Can I change the default country code when dialing a new number in the ZD Talk app?It defaults as US but we're located in the UK.

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  • Orlando C

    Hi Anton, 

    Thank you for that question. The default country code cannot be changed as the Support interface and Twilio backend design defaults the country code to US country code +1 if your phone number is nine digits. You can hop on this link for reference: Why does the country code default to +1 when I add a number to a user profile?

    Hope this helps!

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