Use this article to understand some of the factors you need to consider to ensure that Talk works correctly, and provides high quality calls. Each section contains tips that can help you improve both connection and audio quality.
This article covers the following topics:
Preparing and optimizing your network
A good internet connection is crucial to get the best from Talk. Although a Wi-Fi connection works, a hardwired connection to your network with Wi-Fi disabled on agents computers works best.
For best results, set up a dedicated network for your Talk calls with at least 500kbps network bandwidth. This will remove the impact of other applications and services using a shared network.
Zendesk Talk uses network ports to send and receive information using the UDP and TCP protocols. By default, many routers block this traffic in an effort to protect your computer. Additionally, Mac and Windows operating systems might have system firewalls enabled that block the ports that Talk requires.
For detailed information about the ports that Talk needs open to work, see Talk network requirements.
Finally, if your network bandwidth is limited, consider implementing DSCP tags in your network. These tags let your network know how to prioritize traffic. For information about how to implement DSCP, see Talk network requirements.
Choosing the right headset
Use the following information to help choose the headset that's right for your agents:
- Analog headset: These plug into the 3.5mm headphone socket on a computer and generally give the best call quality. We recommend a dedicated headset for agents. A headset from a cell phone, for example, might not give optimum audio and microphone quality.
- Digital headset: These usually connect to a computer USB port or digital audio port and also provide a good experience for agents.
- Wireless headset: Typically, Bluetooth or mobile phone headsets. These will work but might be susceptible to poor quality audio and connection problems.
If agents are having call quality issues, a good troubleshooting tip is to always try using a different headset first. Additionally, ensure that neither of the call participants have muted their headsets.
Configuring your web browser
Talk uses WebRTC (Web Real-Time Communication), a browser-based communication protocol to make calls. Ensure that your browser is compatible with WebRTC (for example, Google Chrome, and Firefox) before you start using Talk. Some older browsers do not support WebRTC.
We recommend that you turn off automatic updates for your agents browsers, except for security updates. This enables you to manage changes to your browser and test them out with a small number of agents first.
If a headset is not recognized by your web browser, you might need to edit your browser settings to not use the built-in microphone. For example, for Chrome, see this article.
For more information, see Setting up your browser to take calls.
For detailed information about configuring your network and your computers for Talk, see Talk network requirements.
For more information about preparing for Talk, see the information from our service provider Twilio on their Twilio client requirements and Twilio client best practices.
We're here to help. If you can't find the answer to your problem here, contact Zendesk Customer Support.
Can someone point me in the direction of the ZenTalk audio settings/preferences? I'm not referring to chrome permissions to let ZenTalk use the mic/audio, but how to configure the devices in particular...
In my current VOIP software, I have it configured so when I receive a call, it rings to my default audio device (laptop speakers), however when I answer the call, it uses my default communications devices (3.5mm headset plugged in via my docking station).
This allows me to not be forced to wear my headset every minute of every work day, as I can hear the phone ring via my laptop speakers, put my headset on, and answer the call.
I cannot seem to replicate this with ZenTalk. It seems as if ZenTalk uses "default audio device", and that's it... meaning my only options are a) set my laptop speakers as my default audio device and then when I get a call, my laptop speakers ring, but when I answer the call, the audio from the call is also going through the laptop speakers, meaning whenever the user speaks, the mic picks up their voice and echo's it back to them, or b) I set my headset as the default audio device, and then EVERYTHING goes through my headset, requiring that I wear my headset all day every day...
There has GOT to be a better way to handle this.
Hello @Bryce Petrick
The device detection works with whichever Audio/Mic setting is recognised by the browser, this will be applicable to your Talk channel also. If you are using your headphones, your laptop will recognise them and so will the browser. I'm afraid you cannot separate the two, meaning just take calls from headset and play your music from laptop speakers.
| Wilfred Kaw | Customer Advocate - Technical Support Engineer - APAC
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