Question
I am an agent in the Admin role in Zendesk Talk. Why does the phone icon (
) not appear to let me place or receive phone calls?
Answer
An agent in the Admin role is able to see the dashboard and view and manage all Talk settings, but can't make or receive calls. If you want to have admin access to the dashboard and also place and receive phone calls, have another admin set your agent role as a Team Lead instead.
An Admin role in Talk does not consume an agent seat. However, an Agent role or Team Lead role will consume an agent seat.
To change your Talk role permission, have the account owner or another admin in Support navigate to your agent profile. For instructions on how to change the role of a user, see the article: Giving agents access to Talk.
For further information, see the article: About staff roles in Zendesk Admin Center.