This article describes how to activate the voice channel and configure general settings. Be sure to read Preparing to offer voice support first to ensure your hardware and network are ready.
This article contains the following topics
Activating the voice channel
Before you can start using the voice channel, you need to turn it on, then configure some settings that will apply to all of your calls.
To activate the voice channel
- In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk. - On the welcome page, click Get Started.
- On the Your number page, review your assigned number, then click
Next.
You can purchase additional numbers or port an existing number later, if you want to. If you are on a trial version you can use the assigned number only or add a digital line.
Note: If you see a list of numbers on this page, you can choose a number from the list, change the country or number type, or search for a specific number if you'd like. - On the Who will answer the calls page, select which agents can handle
calls. You can choose from:
- Everyone: Any agent
- Only Me: Only you
- Specific Users: A new page opens on which you can choose the agents who will have access
- Click Next.
- On the Let's try your new number page, follow the on-screen steps to simulate a call or click Skip this step.
- If you simulated a call, click Check out the ticket to see the ticket created from the call or click Finish.
- Configure general settings as needed, then click Save.
Voice channel general settings
On the Settings tab, configure the general settings to your requirements. For information about the other settings you can configure, see Configuring voice channel settings.
| Setting | Description |
|---|---|
| Enable Talk | Select or deselect Enable Talk to turn the voice channel on or off. |
| Maximum queue size | Your call queue size determines how many incoming calls will
be kept waiting for an available agent, whether on hold or in
the callback queue, before being sent to voicemail (or an
overflow number if it's configured and voicemail is off). You can select from a range of queue sizes, including 0, 2, 5, 10, or 15. If you use Professional or Enterprise, you can also select additional queue sizes in increments of 5 between 20 and 50. If you need a larger queue size, contact us with your use case, and we'll evaluate your request (Professional and Enterprise plans only). A maximum queue size of 0 prevents end users from submitting a callback request in the Web Widget (Classic). |
| Maximum queue wait time |
Callers who wait longer than the time specified in the maximum queue wait time are sent to voicemail. Callers can dial 1 at any time to go straight to voicemail (if enabled). If voicemail is off, the caller will hear a greeting, then the call will end. Maximum queue wait time is ignored after a call is transferred. The maximum queue wait time takes precedence over the Call offering time limit setting. You can select from a range of wait times between 1 and 20 minutes (or 1 and 60 minutes if you are on an Enterprise plan).If you need a longer wait time, contact us with your use case, and we'll evaluate your request (Professional and Enterprise plans only). |
| New live call recordings are public? | Enabling this option allows the requester to see recordings from live calls that are added to tickets. For more information, see Managing call recording options. |
| Agent confirmation when forwarding? |
When agents forward calls to their phones, this option requires agents to press a key before the call is connected to indicate that a person is answering the call and not an automated voicemail. This prevents calls from forwarding to an agent's personal voicemail if they do not answer. Forwarded calls not answered with a key confirmation are routed to voicemail and recorded in a ticket. If your agents forward calls to a phone system where personal voicemail boxes are not an issue, you can disable this option so that agents are immediately connected to callers when they answer. |
Re-activating the voice channel
Deactivated accounts do not display the call icon, as the setting is turned off by default when the account is deactivated.
- On the sidebar in Talk, click Text & Talk.
- Open the Summary tab.
- In the Summary table, find the account you want to reactivate, then
click Activate.
The call icon will now appear for agents who have access.
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