Testing your voice support setup

What's my plan?

After you’ve set up Talk, you can test voice to ensure incoming and outgoing calls are working correctly. Additionally, you can test that voicemail is working properly.

When you started your Zendesk Suite trial, you were assigned a phone number, and Talk is ready to be used. If you’re using an older version of Zendesk, you might need to add a phone number before you start testing.

This article includes the following sections:

• Testing outbound calls
• Testing incoming calls
• Troubleshooting tips for incoming and outgoing calls
• Testing voicemail
• Troubleshooting tips for voicemail

Related articles

• Getting started with Talk
• Talk network requirements
• Talk troubleshooting tips

Testing outbound calls

When you started your trial, you received a Talk number so you can jump in and start testing. If you want to purchase a different number, or use your own phone number, read Adding Talk phone lines. Use these instructions to test whether outbound calls are working correctly.

To test outbound calls

1. In Support, click the Talk icon () in the toolbar.
2. In the Talk console, click the dial pad icon ().
3. In the outbound call number drop-down (), choose the number that will place the call.

   You can click the number to select another available number from which to call. The outgoing line used by default is the last one used by the agent.

4. In the Name, phone number field, use the dial pad to enter the phone number you want to call as a test, then click Call. You can use your personal phone to place this call or arrange to call another person.
5. When the caller answers, check the following:
   1. Can the recipient hear you clearly?
   2. Can you hear the recipient clearly?
   3. Are there any other call quality issues, such as dropouts or jitter?
6. When you’ve completed the test call, click Hang up.
7. In Support, open the Unassigned tickets view.
8. Check to see if a ticket was created based on the call.

Testing incoming calls

When you started your trial, you received a Talk number so you can jump in and start testing. If you want to purchase a different number, or use your own phone number, read Adding Zendesk Talk numbers. Use these instructions to test whether incoming calls are working correctly.

To test incoming calls

1. From a phone, dial your Talk number.
2. In Support, click Accept to answer the call in the incoming call notification.
3. After you answer the call, check the following:
   1. Can the caller hear you clearly?
   2. Can you hear the caller clearly?
   3. Are there any other call quality issues, such as dropouts or jitter?
4. When you’ve completed the test call, hang up your phone.
5. In Support, open the Unassigned tickets view.
6. Check to see if a ticket was created based on the call.

Troubleshooting tips for incoming and outgoing calls

If you experience any problems with your call, check the following:

• Do you have a good network connection? Talk requires a minimum of 500kbps network bandwidth.
• Try using a different headset. A headset from a cell phone might not give the best audio or microphone quality. Dedicated analog or digital headsets work best.
• Talk has built-in reporting to let you know if your network or call audio quality are experiencing issues.

For more help, see:

• Preparing to use Talk
• Talk network requirements
• How can I improve the quality of my calls?

Testing voicemail

When you can't answer calls, Zendesk Talk has built-in voicemail. Talk creates a ticket with the voicemail attached when a customer leaves a voicemail.

Voicemail is enabled by default, but you can configure voicemail settings. You can test your voicemail when you’re ready.

To test voicemail

1. From a phone, dial your Talk number.
2. Don’t answer the call in the Talk console.
3. You’ll hear a greeting and music. After around 30 seconds, you can leave a message.
4. Leave your message, then hang up your phone.
5. In Support, open the Unassigned tickets view.
6. Check to see if a ticket was created based on the voicemail.
7. Click the play button in the ticket to listen to the voicemail.
8. Ensure that Talk recorded the complete voicemail and that the audio quality is acceptable.

Troubleshooting tips for voicemail

If you experience any problems with voicemail, check the following:

• Do you have a good network connection? Talk requires a minimum of 500kbps network bandwidth.
• Is voicemail activated? See Configuring voicemail options.

For more help, see:

• Preparing to use Talk
• Talk network requirements
• Why is there a delay in voicemail ticket creation?
• Why did I receive a voicemail when Voicemail is disabled on my account?