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Rohan Gupta

Incorporación 14 abr 2021

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Última actividad 19 feb 2025

Zendesk Product Manager

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RESUMEN DE LA ACTIVIDAD

Última actividad de Rohan Gupta

Rohan Gupta hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Hi Anastasija,

 

Thanks for leaving the feedback.

To understand the problem better, I am dividing the callback greeting into three parts. Let us know in which area you are facing the issue.

 

1) Callback greeting: You can record your own greetings in the language your call center operates. 

 

2) Confirming the caller's phone number: You can select the language where system asks the caller to enter the number. This message is available in multiple languages including the ones highlighted by you, just the script of the message cannot be edited. 

 

3) Call back confirmation: You can record you greeting in the language your call center operates. 

 

Thanks

Rohan

 

Ver comentario · Publicado 19 feb 2025 · Rohan Gupta

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Rohan Gupta hizo un comentario,

ComentarioSetting up Talk

Hi Nick (Agent) ,

We recently released the ability to add IVRs to SIP lines. Here is the announcement. Hopefully, now you can utilise the SIP capability. Let us know of any more feedback.

Thanks

Hi Julien Poirot

If you can share with us what is the use case you are trying to cater to with SIP-OUT?

Outbound calling via SIP-OUT is planned for later this year, don't have exact dates yet, but will keep the community posted.

Thanks

Rohan

Ver comentario · Editado 31 ene 2025 · Rohan Gupta

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Rohan Gupta creó un artículo,

ArtículoNovedades
Fecha de anuncio Implementación
24 de enero de 2025 23 de enero de 2025

Nos complace anunciar la incorporación de las capacidades de respuesta de voz interactiva (IVR) a las líneas SIP-IN de Talk.

Este anuncio incluye los siguientes temas:

¿Qué va a cambiar?

Desde que lanzamos la capacidad SIP-IN en Talk, hemos seguido mejorando la experiencia y agregando nuevas capacidades. Con esta versión, las líneas SIP-IN ahora pueden usar árboles de llamadas (IVR), lo que mejora la administración de llamadas más allá del simple desvío a grupos. 

Agregar soporte de IVR a una línea SIP-IN es similar a agregar IVR a números de teléfono de Talk. Puede usar sus IVR de Talk existentes con una línea SIP-IN.

Todas las opciones de IVR actuales son compatibles con las líneas SIP-IN. El número de la persona que llama para completar las acciones de IVR se extrae del URI de SIP “de”, y el número de salida correspondiente a la línea SIP-IN se usa para llamar a un número externo cuando la persona que llama lo selecciona. 

Más información sobre los árboles de IVR de Talk.

¿Por qué Zendesk va a hacer este cambio?

Nuestro objetivo es seguir mejorando el soporte para los clientes que usan líneas SIP. Hemos recibido comentarios de que muchos clientes desean usar números de teléfono alojados en proveedores externos (BYOC) mientras aprovechan las funcionalidades de Talk e IVR. Ahora puede usar la experiencia intuitiva y fluida de desvío de llamadas que ofrecemos para las líneas telefónicas estándar activando IVR en las líneas SIP-IN.

¿Qué debo hacer?

El soporte de IVR para las líneas SIP-IN está disponible en los planes Professional y Enterprise para todos los clientes. Consulte la pestaña de desvío de su línea SIP para activar la compatibilidad con IVR. Si desea más información, consulte Desvío de llamadas entrantes con IVR.

Si tiene comentarios o preguntas sobre este anuncio, visite el foro de la comunidad, donde recopilamos y administramos los comentarios de los clientes sobre los productos. Si desea asistencia general con sus productos Zendesk, contacte a Atención al cliente de Zendesk.

Editado 28 ene 2025 · Rohan Gupta

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Rohan Gupta hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Hi Everyone,

Thanks for the feedback!

I am coming on this thread with a couple of workarounds which might be beneficial for obtaining the above functionality:

1) Using triggers to update the ticket: A custom ticket field can be created, such as Agent_Context - which can be populated by a trigger with the relevant information. Which in turn will be displayed to the agent on the ticket when the agent picks up the call. Any trigger conditions can be used in combination to populate the ticket with relevant context.

In this respect, an internal note comment can also be populated with relevant information via a trigger.

Example:

 

2) The phone line can be assigned a nick-name which will be shown to the agent when picking up the call. Right nickname can help agent identify which line the call is coming on.

Hope these help!

Thanks

Rohan 

Ver comentario · Editado 17 ene 2025 · Rohan Gupta

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Rohan Gupta hizo un comentario,

ComentarioSetting up Talk

Hi Nick,

Thanks for raising the feedback.
1) We are working to enable IVR and callbacks on SIP lines early next year hopefully in Q1, 2025.

2) Outbound calling over the SIP line - is also on the roadmap for next year 2025.

3) Failover functionality, blocked numbers and configuring via APIs are in the backlog but not on the roadmap yet. If you feel strongly regarding any of these, please voice your opinion and highlight the use case in feedbcak community, it will be helpful to us from a planning point of view. 

Thank You!

Rohan

Ver comentario · Editado 16 dic 2024 · Rohan Gupta

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Rohan Gupta hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Hi Bruno,

 

Thanks for raising the feedback!

 

With native Talk IVR, collecting a random input in IVR is not possible at the moment.

 

However, we are soon releasing a capability to forward calls into Zendesk using SIP protocol this quarter (details coming soon!). This could allow an advanced IVR to be integrated with Zendesk Talk e.g. that collects inputs and passes them on the ticket (in your case using custom ticket fields) to be displayed to Zendesk agent.

 

Another option using SIP can be to collect a customer number by bringing an external virtual agent which can interact with the caller in lifelike voice and collect information to be added to the ticket.

 

Thanks

Rohan

 

Ver comentario · Publicado 30 oct 2024 · Rohan Gupta

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Rohan Gupta hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Hi Kelly,

 

Thanks for highlighting the concern with transfer to external number. Currently we do not have an in-product workaround for this particular case and will add this to the backlog.

 

Thanks

Rohan 

Ver comentario · Publicado 11 sept 2024 · Rohan Gupta

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Rohan Gupta hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Hi Aaron,

 

Thanks for feedback! We agree agent should not be spending more time than needed to interact with the call console while on outbound call. We will note the feedback in the backlog for future consideration.  

 

Thanks

Rohan

 

Ver comentario · Publicado 11 sept 2024 · Rohan Gupta

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Rohan Gupta hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Hi Joanne,

 

The ability for agents to pause call recording via a toggle in call console is already available. Article

However, I would like to drill-in a bit more on auto pause. 

Is the case where call needs to be transferred to a third for collecting the payment should the recording auto-pause? or When the agent is collecting cc information on the call the recording should auto pause? 

 

Thanks

Rohan

Ver comentario · Publicado 11 sept 2024 · Rohan Gupta

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Rohan Gupta hizo un comentario,

Comentario de la comunidad Feedback - Voice (Talk)

Hi Joanne,

 

The ability for agents to pause call recording via a toggle in call console is already available. 

However, I would like to drill-in a bit more on auto pause. 

Is the case where call needs to be transferred to a third for collecting the payment should the recording auto-pause? or When the agent is collecting cc information on the call the recording should auto pause? 

 

Thanks

Rohan

 

  

Ver comentario · Publicado 11 sept 2024 · Rohan Gupta

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