Zendesk Voice: New call notification through speakers, call through headset

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69 Commentaires

  • Commentaire officiel
    Manuel Breschi
    Zendesk Product Manager

    Dear all,

    Your participation on this topic has been overwhelming and your voice was heard. We are glad to let you know that we are picking up this requirement as part of our Voice of Customer investment for the future of Talk, also considering the current working situation faced by many employees.

    Our plan is to offer a UI switch to select the output channel for audio so that agents will be able to select their preferred choice, based on their situation (e.g. away from the PC, with no headphones). 

    We are currently not in a position to offer a specific timeline due to the multiple active initiatives on Talk, but we will update this post again as soon as we are closer to a release.

    Thanks again for the feedback and keep it coming.

    Manuel

     

  • Michael Garrett

    I cant imagine there would be anything hard to implement here. A small desktop application which connects to your Zendesk and provides a pop up on your screen which allows you to answer/decline a call. 

     

    Having calls come in while my speakers are on mute or if my headset is plugged in but not wearing it means we miss calls. 

     

    Zendesk, any plans or suggestions? 

    1
  • Luke Barnett

    Neil, your update didn't solve anything the original poster mentioned.

    Phones have ring tones, we cannot hear the ring tones if the headset is plugged in, we need a feature where the ring tone can be heard through the speakers.

    Or else Zendesk voice feature is always going to be second to conventional VOIP phone systems.

     

    1
  • Kevin Pollard

    I agree with what everyone is saying here. It's not practical to set your default speaker for your whole computer to your headset. You only want to use your headset while in a call.

    1
  • Michael J

    Yes please! 

    This sort of thing works in other chat/call clients, wheras the ringing comes through the speakers, but as soon as I answer, the speakers become my headset.

    I have my laptop speakers set as the "Default Output device" but my headset as my "Default Communication device". It'd be great if Zendesk Voice could support this.

    1
  • Lars Værland

    +1

    This is basic functionality when handling phone calls.

    We are using our headsets with several browser based conference call applications as well as Skype for business, Skype, Google Hangouts and Facebook Messenger (Both browser based and through applications). The common denominator is that it is possible to route the new call notification through external speakers without switching sound devices manually from headset to external speakers and back again. If not native so with an application in the taskbar handling this.

    When are this basic functionality landing in Zendesk talk?

    1
  • Travis Tubbs

    I know there hasn't been any action since the official response a year ago but I wanted to throw in my vote for this feature that is desperately needed.

    As noted in the response, small teams like the one I manage systems for needs this feature as they're not always at their desk. And asking them to always wear their headsets (which at least are wireless) is something I really didn't want to burden them with.

    1
  • Hamesri Sasiwaran

    Has there been any kind of update on this function - @nicole

    1
  • Rhys Dopheide

    adding my voice to this one. 
    a desktop app linked to zendesk should be an easy way to trigger an external sound when an incoming call happens 

    1
  • Violeta Micu
    Community Moderator

    Hello,

     

    A vote from my side as well :(.

     

    Thanks,

    Vio

    1
  • Jose Mari de Leon

    Any news on this feature?

    1
  • David Oegren

    We are also struggling with the inability of Zendesk to address different sound outputs to actually hear an incoming Talk call.

    To us that's a pretty basic must have for a call software since not every agent has his headset on for 8h straight.

    When can we expect a solution?

    1
  • Erik Furuheim

    Setting this up as a browser answered soft phone would be great and I agree the headset/speaker configuration should be more dynamic.

    0
  • Shane Davey

    +1

    0
  • Gillian McKearney

    +1

    0
  • @ 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.

     

    +1

    0
  • +1 to this - I would love to see a pop up notification, so that if your not wearing your headset - you know someone is calling!

    0
  • Matt Tucker

    +1

    0
  • Neil Weldon
    Zendesk Product Manager

    We're working on HTML 5 based browser notifications. These will be available in April 2014. The idea here is to give you the notification which if you click on it will bring you to Zendesk so you can answer the call.

    0
  • Neil Weldon
    Zendesk Product Manager

    Hi all, 

    I plan to open the Browser Based notifications for Zendesk Voice as a Beta in the coming weeks. If you are interested please sign up for the beta here. https://zendesk.wufoo.com/forms/zendesk-voice-browser-based-notifications/

    Neil 

    0
  • Neil Weldon
    Zendesk Product Manager

    Hi all, 

    Browser based notifications for voice have been released today. Documentation may be found here : https://support.zendesk.com/entries/20415731-Taking-inbound-telephone-calls-with-Zendesk-Voice

    Neil

    0
  • Andrew Checkley

    Agreed would prefer the ring via system speakers then on answer switch to headset and mic.

    Far more usable for agents then browser alert and provides the freedom to remove the headset throughout the day.

     

    Andrew

    0
  • Benny Fjallner

    We are experiencing exactly the same problems, but we will just try to use our mobiles instead of softphones, thus, the ring tone will be heard in the mobile phone and with the right kind of headset we can work completely mobile anyway.

    0
  • Curt Cormier

    External Ring would really help out, we are missing calls because we don't have our headsets on all day.

    0
  • J Lazaro

    This is exactly my problem right now! I am assuming this hasn't been addressed still?

    0
  • Sam Clarke

    Hello? This is such a serious problem for us. Our agents do not have their headsets on all the time. Any workaround to address this issue?

    0
  • Benny Fjallner

    Hi Sam, if you let your agents use their mobilephones to answer the incoming calls it works as you want it. We've tried it, it's working fine but I would like Zendesk to have a better solutions because when you're using your mobilephones the cost is higher.

    0
  • Benny Fjallner

    I totally agree Michael!

    0
  • Luke

    No update to this? 

    0
  • Luke

    We're having the exact same issue as everyone else on this thread...

    This is a gaping hole in the solution.

    Counterpath/Bria handles this perfectly -- what gives? 

    0

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