Setting up your browser or phone for calls

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17 Comments

  • Joseph Lanigan

    I have call forwarding enabled. When I sign out of Zendesk for the day, I still receive calls from clients on my phone. What gives??

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  • Russell Chee
    Zendesk Customer Care

    Hey Joseph,
    Thanks for reaching out, I hope you are doing well! I would just like to clarify after you have logged out for the day, within the Zendesk Support UI have you placed your phone icon from online to offline? The reason is because if you have online enabled in the Zendesk Support UI, it will still route the calls to your mobile even after you have logged out as that's the expected behaviour when you're away from your computer, you can still accept calls. Let me know how you go with this!

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  • Bobby Quezada

    Is there any settings that would prevent an agent to select forwarding calls and grey out the option to select call forwarding? Some of our members have seen the message not configured when their numbers are already configured in their profile.

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  • Joseph Lanigan

    Hi @..., thank you for the reply. My role is in customer service so when I am logged out of Zendesk I have no need to receive client calls. I guess I assumed that simply closing my browser or logging out of Zendesk would cease incoming calls to me. Do I need to also select "offline" before signing out? I'm just trying to stop the middle of the night calls from clients! :P

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  • Russell Chee
    Zendesk Customer Care

    Hey Joseph,
    Thanks for jumping back on the post. Of course, you need some you time and make sure that clients aren't buzzing in the dead of night! Yes that is correct, you need to ensure that you are offline for Talk so that the calls are then not forwarded from your Zendesk account to your mobile device. It's normally good practise to do so :)

    To Bobby, good question you've raised. I've checked with our Zendesk Talk team and they've mentioned at this current time unfortunately it is not possible to disable this feature in the Agent UI's interface.

    Russell

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  • Tan Jee Han

    Hi, I would like to enquire is call forwarding to other agents working in the same team allowed as well? Say in my team, there're agents A,B,C and D. Agent A earlier spoke to customer E and the call ended. However customer E called again and say the call got assigned to agent B and customer E wishes to speak to agent A as agent A handled the said customer earlier.

    In this case, if agent B would like to forward or transfer the call to agent A what are:
    1.) The steps required to do so
    2.) Settings that I need to set to allow and enable call forwarding to existing agents

    Hope to hear from you soon. Thanks

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  • Beto
    Zendesk Customer Care
    Hello Tan Jee Han, thank you very much for your question!
     
    Yes, this is definitely possible. In order to forward calls between your team, the process is a bit different. It is actually called Transferring calls. Calls can be transferred to any other Agent that is online in Talk. All the instructions and how it works can be found on this article: Transferring Calls.
     
    I hope this was helpful!
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  • Anton Verhelst

    Can I change the default country code when dialing a new number in the ZD Talk app?It defaults as US but we're located in the UK.

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  • Orlando C

    Hi Anton, 

    Thank you for that question. The default country code cannot be changed as the Support interface and Twilio backend design defaults the country code to US country code +1 if your phone number is nine digits. You can hop on this link for reference: Why does the country code default to +1 when I add a number to a user profile?

    Hope this helps!

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  • Shaun Murray

    Is there a way to search the Agent Forwarding numbers? Our agents often move around between desks and we have had problems where one agent did not remove a number from their call forwarding and another agent needs to use that same number. We would like to be able to search that number so we know which agent it is tied to in order to remove it.

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  • Simon

    Have searched through the help section but have yet been unable to find the answer.

    Is it possible to transfer calls from agents to other members of our organisation (like a Switchboard function) ?

    Assuming they'll be treated like external numbers and they'd obviously need to be added to some kind of directory for the agents to use ?

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Simon,

    At this time it is only possible to transfer to either a Talk enabled agent, or group, or an external number. If the need is to transfer internally to non talk enabled agents, they would just need to treat it as an external transfer. 

    Thanks!
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  • Simon

    Thanks for replying Jason, much appreciated.

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  • Blaine Light

    Hi Team, I only want to receive calls from tickets I am assigned to (ie I’m expecting a call back). If I am not assigned to the ticket, I want the call to go to the rest of the team. Is this possible please?

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  • Joyce
    Zendesk Customer Care
    Hello Blaine,
     
    You cannot restrict call routing based on the assignee of a ticket. Zendesk routes an incoming call to an agent based on both of the following:
    • The agent with the longest amount of time elapsed since they last answered a call.
    • The agent is available to take a new call.
     A workaround that you can consider is setting your Talk status to the "Transfers only" state and having your agents transfer the call to you when the caller inquires about your assigned tickets.
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  • ADMIN

    Hi - Can Zendesk reach out to me regarding support with configuring call forwarding so the caller or recipient does not get charged for calls? 

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  • Paolo
    Zendesk Engineering
    Hi Elevate Admin,

    We would need more information and details about your concern. For us to get your complete details, kindly start a conversation on our Widget. Please refer to this article for instructions on how to contact us. You can also click here to sign in and meet us on messaging, we’ll collect details about your issue and match you with the best resource. 
     
    Rest assured, our team will work to get your problem solved as quickly as possible. We can’t wait to connect!
     
    Best,
    Paolo | Technical Support Engineer | Zendesk
     
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