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

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59 Comentários

  • Comentário oficial
    Caroline Kello
    Ações de comentário Permalink

    Hi all,

    I can absolutely see the benefit of the functionality that’s being described here, it might be especially beneficial to smaller teams who are away from their desks during the day but are still available to take calls and need to be made aware of these. This functionality isn't something that we're currently thinking of addressing natively, but the feedback is appreciated as is the added insight into your use cases. 

    Cheers, Caroline

  • Erik Furuheim
    Ações de comentário Permalink

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

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  • Shane Davey
    Ações de comentário Permalink

    +1

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  • Gillian McKearney
    Ações de comentário Permalink

    +1

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  • Joost Rijlaarsdam | Web1on1
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    @ 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

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  • Christopher Kenrick | Momote Limited
    Ações de comentário Permalink

    +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!

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  • Matt Tucker
    Ações de comentário Permalink

    +1

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  • Michael Garrett
    Ações de comentário Permalink

    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? 

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  • Neil Weldon
    Ações de comentário Permalink

    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.

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  • Neil Weldon
    Ações de comentário Permalink

    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 

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  • Neil Weldon
    Ações de comentário Permalink

    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

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  • Luke Barnett
    Ações de comentário Permalink

    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.

     

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  • Andrew Checkley
    Ações de comentário Permalink

    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

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  • Kevin Pollard
    Ações de comentário Permalink

    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.

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  • Benny Fjallner
    Ações de comentário Permalink

    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.

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  • Curt Cormier
    Ações de comentário Permalink

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

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  • J Lazaro
    Ações de comentário Permalink

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

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  • Sam Clarke
    Ações de comentário Permalink

    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?

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  • Benny Fjallner
    Ações de comentário Permalink

    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.

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  • Michael J
    Ações de comentário Permalink

    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.

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  • Benny Fjallner
    Ações de comentário Permalink

    I totally agree Michael!

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  • Luke
    Ações de comentário Permalink

    No update to this? 

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  • Luke
    Ações de comentário Permalink

    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? 

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  • Craig Willis
    Ações de comentário Permalink

    Had come here hoping to find a solution to this issue as we also suffer with this and are missing calls.

    Hope Zendesk can provide an update soon, perhaps they don't have their headsets on though so aren't seeing these calls for help! ;)

    Craig

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  • Robin de Waal
    Ações de comentário Permalink

    Is there any news related to this question? We just started to use ZD voice and immediately we found out that calls are being missed because agents don't have their headset on all day. Hope there is a solution for this problem soon because in our opinion this is a must for giving our customers professional support.

     

    Regards,

    Robin

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  • Jonathan Kettle
    Ações de comentário Permalink

    We have the same issue.

    You can make the headset and speakers work together with independent volume controls

    https://www.youtube.com/watch?v=iU5sy_f17mk

    Will work for a few but not all

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  • Jonathan Kettle
    Ações de comentário Permalink

    Another option would be setup a PC as an agent with no user and have it speakers only. So effectively you have a PC as the ringer for the whole office.

    If you got really smart you could install in to a speaker system and have them located all over the office.

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  • Craig Willis
    Ações de comentário Permalink

    Jonathan, 

    The option of using a dummy account has limitations in that calls are offered in a round robin format so it will only ring when it's offered the call.

    Unless I'm missing a setting where you can have it ring all available agents at the same time?

    Craig

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  • Jonathan Kettle
    Ações de comentário Permalink

    I think the round robin feature is very limiting. We've had to pull the project today because it's the only way you can make the phones ring. 

     

    I don't how you get away charged so much when so many features are missing. 

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  • Peter Birch
    Ações de comentário Permalink

    No updates?

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