With Zendesk Talk, you can choose between using your web browser or your phone to place and receive calls.
This article contains the following sections:
Setting up your browser for calls
Before you start, ensure that you are using a web browser (like Google Chrome or Firefox) that supports WebRTC (Web Real-Time Communication), a browser-based communication protocol to make calls. Zendesk Talk does not work with Adobe Flash.
Additionally, if you use a browser to place and receive calls, you must open ports on your computer and network firewalls for Zendesk Talk to work.To learn more, see Preparing for Zendesk Talk.
To take calls with your browser
- Click the Talk icon () in the top toolbar to open the call console.
- In the call console, click the globe icon and then select Via Browser.
Setting up your phone for call forwarding
To take calls with your phone
Before you set up your account for forwarding, make sure you have been given access to Talk. For more information, see Giving agents access to Talk.
- In Zendesk Support, click your profile photo at the top-right of the console, and then click View profile.
- Next to Agent forwarding, click + add number.
- In the panel that appears, select a country and enter your phone number.
If your telephone 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.
- Click Save.
- In the call console, click the globe icon and select Via Phone.
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??
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!
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.
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
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.
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
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!
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.
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!
Is there a way to search the Agent Forwarding numbers? Our agents often move around between desks and we have had problems where one agent did not remove a number from their call forwarding and another agent needs to use that same number. We would like to be able to search that number so we know which agent it is tied to in order to remove it.
Have searched through the help section but have yet been unable to find the answer.
Is it possible to transfer calls from agents to other members of our organisation (like a Switchboard function) ?
Assuming they'll be treated like external numbers and they'd obviously need to be added to some kind of directory for the agents to use ?
At this time it is only possible to transfer to either a Talk enabled agent, or group, or an external number. If the need is to transfer internally to non talk enabled agents, they would just need to treat it as an external transfer.
Thanks for replying Jason, much appreciated.
Please sign in to leave a comment.