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Rohan Gupta

已加入2021年4月14日

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最后活动2025年2月19日

Zendesk Product Manager

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的最新活动 Rohan Gupta

Rohan Gupta 进行了评论,

社区评论 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

 

查看评论 · 已于 2025年2月19日 发布 · Rohan Gupta

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Rohan Gupta 进行了评论,

评论Setting 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

查看评论 · 已于 2025年1月31日 编辑 · Rohan Gupta

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Rohan Gupta 创建了一篇文章,

文章公告
宣布日期 推行日期
2025 年 1 月 24 日 2025 年 1 月 23 日

我们很高兴宣布在 Talk SIP-IN 线路中添加交互式语音应答 (IVR) 功能。

此公告包括以下主题:

有什么变化?

自从在 Talk 中推出 SIP-IN 功能以来,我们一直在改进相关体验并添加新功能。在此版本中,SIP-IN 线路现在可以使用电话树 (IVR) 来增强通话管理,而不仅是支持简单的组路由。 

将 IVR 支持添加到 SIP-IN 线路与将 IVR 添加到 Talk 电话号码类似。现有 Talk IVR 可用于 SIP-IN 线路。

SIP-IN 线路支持所有当前 IVR 选项。要完成 IVR 操作的来电人号码是从“来电人”SIP URI 中提取的,而与呼出号码关联的 SIP-IN 线路则用于在来电人选择时呼叫外部号码。 

阅读更多关于 Talk IVR 的信息

Zendesk 为何作出这项更改?

我们的目标是不断改进对 SIP 线路用户的支持。我们得到的反馈显示,许多客户希望在使用托管在外部运营商 (BYOC) 上的电话号码时还能使用 Talk 和 IVR 功能。现在,在 SIP-IN 线路上启用 IVR 后,即可使用我们为标准电话线路提供的直观、无缝通话转接体验。

我需要做些什么?

在 Professional 和 Enterprise 服务模式中,面向所有客户提供 SIP-IN 线路的 IVR 支持。选择 SIP 线路的路由标签可启用 IVR 支持。有关更多信息,请参阅使用 IVR 转接来电

如果您对此公告有反馈或疑问,请访问我们的社区论坛我们将在这里收集和管理客户对产品的反馈。如需获取关于 Zendesk 产品的常规帮助,请联系 Zendesk 客户支持

已于 2025年1月28日 编辑 · Rohan Gupta

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Rohan Gupta 进行了评论,

社区评论 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 

查看评论 · 已于 2025年1月17日 编辑 · Rohan Gupta

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Rohan Gupta 进行了评论,

评论Setting 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

查看评论 · 已于 2024年12月16日 编辑 · Rohan Gupta

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Rohan Gupta 进行了评论,

社区评论 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

 

查看评论 · 已于 2024年10月30日 发布 · Rohan Gupta

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Rohan Gupta 进行了评论,

社区评论 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 

查看评论 · 已于 2024年9月11日 发布 · Rohan Gupta

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Rohan Gupta 进行了评论,

社区评论 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

 

查看评论 · 已于 2024年9月11日 发布 · Rohan Gupta

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Rohan Gupta 进行了评论,

社区评论 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

查看评论 · 已于 2024年9月11日 发布 · Rohan Gupta

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Rohan Gupta 进行了评论,

社区评论 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

 

  

查看评论 · 已于 2024年9月11日 发布 · Rohan Gupta

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