Making outbound calls

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23 Comments

  • Gerardo

    Is it possible to pause the recording for outbound calls? 

    0
  • Devan - Community Manager
    Zendesk Community Manager

    Hello @...,

    It is possible to pause a recording when an agent chooses to pauses the call recording, which is available on Talk Professional and Enterprise plans. The article below goes into detail on how to set this up and implement these settings. If you run into any issues, please don't hesitate to reach out! :D

    Pausing and resuming call recordings with agent recording controls

    Best regards.

    0
  • Andrew Chu

    Hi Zendesk team,

    Is there a way to select from the list of phone numbers to call from one or two numbers as default numbers?

    Let's say if we purchase 20 something toll-free numbers and then enable them all for outbound calls then it would be a long list to select.

    0
  • Christine Diego

    Hi Andrew Chu,

    You can disable outbound calling for all but one phone number. That way, agents don't have the option of selecting a different number in the call console and the outbound caller ID is always the same.

    To limit outbound calling to a single number
    • Disable outbound calling for all but one of your numbers (see Managing Talk number settings.
    • Refresh your browser for the changes to take effect.

    Now, only one number will appear in the Talk console.

    Standardizing your outbound caller ID 

    Hope this helps!

    0
  • Cem Ergün

    Is it possible to create a call list for automated outbound dialing in Talk?

    1
  • Sarah Sabater

    Is it possible to place an outbound call while you're currently on a call with an agent?

    The screenshot in the last section of this article is of the "old" lay out of the comments field and the option to "Place Call" is not available within a ticket in workspace. 

    0
  • Leanne Britton

    Hi Sarah,

    If an agent is already on a call with another agent, then it is not possible to simultaneously place a call to an end-user directly from a ticket. Instead, the agent would either need to transfer the call to the end-user's external number or need to add the end-user to the shared call via the Talk console. Steps to transfer a call can be found in Transferring calls and steps to add the user to the existing call can be found in Adding a third-party to a conference call.

    In either case, once the call to the end user has been completed, the agent(s) can then merge the new ticket into the existing end-user ticket.

    Hope this answers your question!

    Leanne Britton
    Technical Support Engineer

    0
  • Lindsay Horton

    My team is currently setting up and configuring ZD Talk. When agents are placing outbound calls when the end-user picks up the call, all that plays is music - the end-user can not hear our agents talking. Even the recording that plays once the end users hang up is nothing but music. Does Zendesk have a recommendation to remedy this?

    0
  • Jason Schaeffer
    Zendesk Customer Care
    Hello! Thanks for reaching out to Zendesk, my name is Jason, thank you for describing your issue--do you have a specific example of this that I could take a look at?
    0
  • Lindsay Horton

    Jason,

    Thanks for the response. I ended up logging a ticket to have a ZD support associate review, and it seems that my agent may have been in a hold status (unknowingly) when we were conducting our testing. We will continue testing tomorrow and will let the ZD team know if we continue to have issues for any reason. Thank you!

    0
  • Jason Schaeffer
    Zendesk Customer Care
    Hi Lindsay, 
     
    Ok sounds great, please do reach back out anytime should you need anything else.
     
    Have a great day!
    0
  • Jennifer Swick

    Is there a way to choose who shows up on the end callers caller ID?

    -1
  • Bruno Menezes

    Hi ZD team,

    I am looking to find a way to avoid agents making outbound calls from the wrong phone number, which has impacted on our reports.

    Is there any solution within Zendesk where we could filter internal phone numbers by groups or something similar? Ideally, agents should be able to see only phone numbers within their groups rather than the full list.

    Thanks in advance,

    Bruno

    2
  • Eric Cheadle

    I have agents that use zendesk talk to call customers. Some of these customers have an automated line where the extension has to be pressed. When this happens it never works and it counts presses as multiples sometimes. Ex typing extension 102 will make it 11022 or 10022. it seems pretty random. Is there a reason for this? Is there a way to get this to work?

    Thanks,

    Eric

    0
  • Administrator
    Community Moderator
    The Humblident Award - 2021

    Hey Eric Cheadle -

    Sorry to hear that your agents are experiencing difficulties.  There are a few things that might be causing this:

    1) Network congestion.  You can test this using a free tool.

    2) Browser latency.  You can troubleshoot this by having the users type on the keyboard vs the virtual soft phone in their browser.

    3) Audio feedback.  Since the system is 'listening' for the DTMF tones, if the agent's headset volume is too loud or configured in a way where the microphone is picking up the sound (or they aren't wearing a headset), it might be creating an echo effect that's picking up the tone twice.  If this is the case, you should be able to hear it on the recording.

    If the issue persists and is not limited to one agent, please consider raising a ticket with Zendesk support from within your instance for additional troubleshooting steps.

    Hope this helps!

    Bruno Menezes - I hear you - we've struggled with this as well - I would recommend cross-posting this in Zendesk's Community Product Feedback section.

     

    Brandon Tidd
    729 Solutions

    0
  • Eric Cheadle

    Ok thanks, that's a good thought, I wonder if it is #3.

    I will try these out thanks!

    0
  • Justin Near

    If you have multiple Talk lines, is it possible to set the outbound phone number at an agent level? It seems to reset back to the default for me every day, but I want to always call from a specific number that isn't the default. (Other agents need to call from different numbers as well).

    1
  • Alan Suazo

    Can we integrate salesforce outbound calls with Zendesk outbound calls?

     

    0
  • Aubree
    Zendesk Customer Care

    Hi Alan Suazo,

    Can you provide more information, please? Are you interested to make calls in Zendesk but the details will also show in Salesforce or vice versa? 

    1
  • Alan Suazo

    That's right Aubree

     

    0
  • Aubree
    Zendesk Customer Care

    Hello Alan Suazo,

    Currently, our Salesforce Integration does not have an option to integrate Salesforce outbound calls with Zendesk outbound calls.  However, our integration does have the following two features that could be used to view Zendesk ticket data in Salesforce: 


    1. Ticket Sync - Allows you to sync Zendesk tickets (including Talk tickets) to Salesforce Case records.  You could then report on this data in Salesforce or trigger other business workflows within Salesforce. 

    2. Ticket View - This feature can be added to the Account, Contact, Lead, and Opportunity pages and it queries Zendesk Support in real-time and displays the list of Zendesk tickets (which can include Talk tickets).  This feature does not store any Zendesk data in Salesforce.

    I hope this helps! 

     

    0
  • Jason Zajdel

    Hello all,

    I have two problems:

    1 - If we use the ZenDesk phone app to make a call to a customer which does not pick up, the call will disconnect, instead of going to voicemail. Are there timeout settings when outbound dialing? In this case a ticket isn't created in Zendesk to verify that I made a call.

    2 - The numbers to press while going through a customer's directory do not work as intended. Such as "Press 4 for Suchandsuch Department" will result in a "I'm sorry, that is not a valid option" from their end, but if I use my cell phone then it's fine. I know the problem isn't on their side if my cell phone works correctly, right?

     

    Any help is appreciated!

    1

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