Once you've set up your browser or phone, you're ready to make and receive calls. Make sure you've set your status to Online in the call console, or if your admin has set up omnichannel routing, under your profile icon. If set up, omnichannel routing may also offer additional custom statuses to indicate you’re available for calls. For more information, see Setting your agent status.
This section contains the following articles:
- Receiving incoming calls
- Making outbound calls
- Returning callback requests
- Putting calls on hold or mute
- Using live call transcripts
- Transferring calls
- Ending calls
Tip: Make sure your agents set their state for voice to Offline when ending their
shift. While online, calls continue to route to an agent. Each time a call is routed to that
agent and the agent doesn't answer, the customer must wait an additional 30 seconds before
they are routed to the next agent. Zendesk doesn't set agents offline automatically. However,
admins can set an agent to offline (Team, Professional, and Enterprise only). See Setting your agent status.