This article describes a few of the features agents can use to provide voice support. It assumes that an administrator has set up voice support for your Zendesk account and you have set up your browser or phone for calls.
This article contains the following topics:
Setting your agent state for voice support
You can set your agent state directly from the ticket interface. This description shows you how to set your agent state for voice support only.
If your admin has enabled omnichannel routing for your account, you set a single status across multiple channels (email, messaging, and voice).
To set your state
- Click the call icon on the right side of the toolbar.
- Select an agent state from the drop-down menu in the call console.
Choices are:
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Online: Signifies you're available to answer calls. If you don't answer within 30 seconds, the call is routed to the next online agent.
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Away: Signifies internally to other agents that you're not available to take calls. For example, during a break. Calls are routed to another agent who is available to answer.
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Offline: Signifies internally to other agents that you're not available to take calls for an extended period of time. For example, outside your regular working hours.
- Transfer only: An agent in this state is not available to take calls from the current queue, but another agent can transfer calls to them.
If all agents are offline, incoming calls are routed to voicemail. If all agents are away, incoming calls continue to be queued and the values your administrator has set for maximum queue size and maximum queue wait time behavior are in effect.
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Receiving calls
This section describes basics of how to talk with callers in the agent workspace. Agents can answer calls directly from the workspace.
If you're in Zendesk, online, and receive a call, the call console appears in the upper-right corner of the Support page.
To take the call
- Click Accept to answer the call.
When you accept the call, the call console begins recording the call and a ticket is created. For details, see Understanding how calls become tickets.
The counter in the upper-right shows the time of your call.
You can use the button bar in the ticket to mute, hold, transfer, or end the call.
Button Function 
Mute or unmute the call. 
Place the call on hold. 
Transfer the call. 
End the call. - To learn more about the caller, click User to see the caller's essentials card and interaction history.
- When you're finished with a call, click the Hang up button to end the conversation.
Making outbound calls from a ticket
In the agent workspace, you can call from an existing ticket. When you make a call from an existing ticket, the call details are added to that ticket.
To make an outbound call from an existing ticket
- Select the ticket you want to use to call the requester.
- Open the channel menu in the composer and click Call.
- Select an existing telephone number or click Enter a new number to manually enter
a new number to dial.
The call console opens and calls the selected number.
In addition to calling from a ticket, you can also make calls from the call console or from the user's profile. For more information, see Making outbound calls.