Question
Can I still receive calls forwarded to my phone even when my computer falls asleep, turns off, or I close my browser?
Answer
Yes. As long as your agent state is Online in the call console in Talk and set to take calls Via Phone, you will continue to receive calls even if:
- You are logged out
- You have closed the browser
- Your computer has fallen asleep
- Your computer is turned off
This means you can continue to receive calls through your Zendesk account, without being tethered to your desk. For more information, see the article: Receiving and placing calls in Zendesk Talk.
Note: If you have omnichannel routing enabled, the call forwarding behavior changes. If call forwarding is enabled and the status of an agent is automatically set to offline because the agent has been disconnected, calls to that agent will no longer be forwarded to the agent’s phone. Additionally, omnichannel routing is enabled as the default routing experience for all Zendesk Suite accounts created after December 5, 2024.
2 comments
John Harrington
As people are returning to work, our volunteers are struggling to balance work with volunteering.
We had hoped the Talk app would help out with that but we are having issues with its’s functionality.
The following are the scenarios:
-----------------------------------------------------------------------------------------------------------------------
Scenario 1
Cell number not filled in, in the Agent forwarding number in agent details. There are also only test team member online,
and all in the cellular testing group.
We then close the desktop browser and place a test call to our public number.
None of the agents with the app running on their cellulars, but without the agent forwarding number field filled in, gets a
call, and the caller is left on hold, and eventually gets the org voicemail.
-----------------------------------------------------------------------------------------------------------------------
Scenario 2
Cell number filled in, in the Agent forwarding number in agent details.
We then close the desktop browser and place a test call to our public number.
Agents with the app running on their cellulars get a call, but the call is presenting the wrong number and ringing like a
normal phone call, and not via the app.
-----------------------------------------------------------------------------------------------------------------------
Scenario 3
Cell number filled in, in the Agent forwarding number in agent details.
We then close the desktop browser and place a test call to our public number.
Agents with the app running on their cellulars get a call, but the call is presenting the wrong number and ringing like a
normal phone call, and not via the app i.e. same outcome as Scenario 2.
-----------------------------------------------------------------------------------------------------------------------
My understanding of the app is, if an agent is connected to WiFi or Cellular data, it (the app) will answer the call, not the phone,
unless there is no cellular data coverage available. Is that the case and if so what happens to the call when out of coverage and no data?
If this is not the case, and the agent is simply diverting calls using plain old divert from trunk, how can an agent then have
options to work with e.g. what does an agent do when:
In the now common situation where the agent wants to be mobile, but needs to make an outbound call to a "customer", how
is the call recorded as there does not seem to be an option in the app to make outbound calls?
I realise this is not a 1 answer question, and I would be hugely grateful if the response was not a link to numerous documents on Talk,
the app and admin. We have read them, and tried different combinations.
Regards,
JohnH
0
Carl McDowell
Hi @...
Thanks for all the details you have added here. Agent forwarding sends the call to your agent over the cellular network, and the App helps your agents manage being online or offline while away from the computer.
But the app is not able to make calls at the current time.
When the agents mobile is out of service, depending on your call routing, should move to the next available agent in the group who can take the inbound call.
If your network provider allows it, both Android and iPhone have the capability to allow calls over WiFi. This link has details for enabling this in both Operating systems.
Calls are still recorded when answering the call over the cellular network.
To start an outbound call, you need to start make the call via the Support UI.
We have this feature request on having a Zendesk Talk Mobile App, which our product team have confirmed they continuing to invest time into developing Talk features for mobile
0