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Answering calls from headset in Talk

Answered


Posted Jun 04, 2024

Our help desk(agents) uses Talk for incoming calls but that is not the helpdesks sole function. It would be ideal if we are able to answer and end calls from our headsets. It isn't possible to always be sitting in front of our monitors, but we still have the need to answer calls.

 

The current issue is that we are only able to answer calls while sitting in front of the computer. Having the ability to answer calls from the headset would keep productivity steady when having to be in our warehouse or up setting up machines not in front of our computers.

 

This is something we are affected by daily. If we leave the computer for a moment we have to remember to go into away. Before switching to talk using our local cisco number we could answer calls from anywhere in the building.

 

The only workaround we have found is forwarding to a cell phone. Obviously this is not ideal due to additional fees and requiring a separate device.

 

A chrome extension or app allowing to answer and end from the headset would be great.


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Sam Sanders

Community Product Feedback Specialist

Hey Brandon,
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Widson Reis

Zendesk Product Manager

Hi Brandon Rider

Thanks for the suggestion, it's a good one. 

We have some improvements coming to the call console, which include implementing keyboard shortcuts for common tasks, such as placing the focus on the contacts field and bringing the keypad forward. Additionally, we will assess the inclusion of support for events from Bluetooth headsets.

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The one thing holding our call center back from using ZD Talk is not being able to answer phones via bluetooth devices. We purchased a myriad of phones to test and nothing works. All of the major VOIP companies have integrated with hardware like Jabra, but ZD forces you to be wearing your headset to hear a call. The ability to hear the call ring through the docking station and answer from the docking station is a game changer for call centers. I don't understand why ZD hasn't dedicated development time into this… 

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Sean Chuang

Zendesk Product Manager

Hello Jeff :

 

“The ability to hear the call ring through the docking station and answer from the docking station is a game changer for call centers. I don't understand why ZD hasn't dedicated development time into this… ” Thanks for your question. The ability to have ringtones come thru via headset and additional devices (like your computer speaker) is in the roadmap for 2025.  

 

Thanks,

Sean

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