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Zendesk Voice: New call notification through speakers, call through headset
Posted Apr 20, 2012
Our support people don't have their headsets on all of the time and are often flipping between applications -- meaning they don't always have Zendesk on-screen.
To use the audio through the browser, the notification "ring" AND the audio from the caller goes to the Windows default speaker. The Flash configuration pop-up only lets you choose your mic, but not your speaker. So, you can either have that audio go to the computer speaker or to the headset. Here's the problem:
You don't want to wear a headset just for the mic, but have the caller's audio come through the speakers.
If you pick headset as your default Windows speaker, then you don't hear the call notification "ring" unless you're always wearing your headset or always staring at Zendesk -- which we aren't.
That means for us, I can't find a way to use Zendesk voice because there's no good way to know when a call comes in.
Even if the pop-up happened in a way that would come up on the user's desktop, it could work. But it's only in that one browser window that's running Zendesk. If they aren't looking at it, they won't see that, either.
If someone has ideas on how to address this otherwise, let me know, since we'd love to use the voice features!
40
107 comments
Gina Perez
Thank you for pointing this out, Donny Wyatt.
My team is also constantly working in other tabs and have been disappointed so far in the switch to Zendesk Talk because of this limitation.
Other phone applications such as RingCentral, Cisco, and Zoom will force their app to the top of all windows when there is an incoming call. We were expecting something similar when we upgraded to Talk.
If there was a simple desktop banner similar to incoming emails and device alerts that would suffice.
My team all have small analog in-ear earbuds for calls and we do not keep those in all day as there are long periods of time that we aren't receiving any calls. We also don't want to keep trying to remember to pull our headphones out to hear a call then plug them back and get them in our ears in time to answer.
I would really like to keep Zendesk so that we can integrate our emails and calls in one place.
Is this system improvement still being developed?
It looks like it has been over a year since this was last updated and I would like to know if sticking with this phone system will be worthwhile.
2
Ernest
"I will endeavour to update this post in 60 days on next steps" - It's been over 1 year since your comment and 11 years since the original post. Do you have a solution Joey?
6
Louise B
11 years and still waiting. Poor Donny will be retired by the time we get a ringtone through system speakers.
3
Atanas Tomov
+1 for this. Some kind of solution would be 100% beneficial to our company as well.
4
Tobias Hermanns
Hi,
when this will come?
0
Kristoffer Ravnås Vik
Is this implemented? Or are there any updates here?
0
Widson Reis
Hi all,
We plan to address this feature in our upcoming console revamp of 2024, where we will consider it alongside other features in our backlog.
1
Amie Brennan
hey Widson Reis is there any update on this now that we're in the midst of 2024? :)
1
Sean Chuang
Update:
Unfortunately, this feature will not be executed in 2024, due to our focus on voice AI-related features. We aim to prioritise this improvement in 2025.
Thanks,
Sean
-4
Renat Melman
So sad, this is an elementar and essential feature.
0
Victor Seager
Ridiculous that this feature request was raised 11 years ago and still not implemented. Only made worse by the fact we were promised it and now let down.
This thread has more votes and comments than any AI related discussion, yet you decide that it's not a priority for your users?
Why aren't you sorting out basic requirements which are clearly wanted and would improve the UX/usability for many of your users before focusing on unnecessary AI features which, regardless of how useful they may by, we are happily living without?
By the way… Freshdesk has had this feature for years.
6
TRoT IT
I would upvote Victor's comment a thousand times if I could.
2
Renat Melman
to Victor's message
+1
comdesk too
1
Marc Dufour
Wow, only 12 years to only have it pushed to next year?
The previous Desk software we used had this built in. Speaker, Mic, Headset all able to set with different audio/mic choices.
Please make a push for this. It's REALLY important. So many missed calls.
2
Sheona McQue
After having this same issue with Zendesk talk and our team, it's incredibly frustrating the learn that this was flagged in 2012 and still hasn't been sorted. It really isn't giving me hope that this will be fixed in 2025, if it's been ‘in the pipeline’ for 12 years. One of the reasons we are in the process of moving away from Zendesk talk.
2
Wendelin Wimmer
+1
0
Carolina Picat Re
+1
0