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Derek12
August 18, 2021
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Zendesk Talk Ring Control

Related products:Voice
  • August 18, 2021
  • 18 replies
  • 170 views

We're about to roll out Zendesk Talk to our Team but the ring tone is not being well received by our agents. Is there anyway to provide control over the ring tone or volume other than having agents turn down their system volume or muting the site? We're coming from a system that provides ring tone customization and volume control. Thanks!

      Pinned Reply By Widson Reis

      Hi, thank you all for the feedback in this post.

      I wanted to inform you that we've just announced the ability to configure the ringtone. Here's the official announcement:

      https://support.zendesk.com/hc/en-us/articles/10994005896602-Announcing-new-ringtones-for-Voice 

      18 replies

      Jupete
      JupeteEmployee
      Employee
      August 19, 2021

      Hi Derek,

      Thanks for writing in! I just want to confirm if you are referring to control the ringtone when a call comes in via the Talk console? Because if this is the case, when agents received a call they will hear a ring tone sound which you cannot change. This is also discussed here for your reference: Receiving incoming calls

      Thank you!

      Derek12Author
      August 19, 2021

      Thanks Jupete,

      Correct, the Talk console. Even the ability to disable the incoming ring sound would be great for our agents as the pop-up notification is suffice. This is a feature on Aircall.io:

      https://help.aircall.io/en/articles/3819456-configuring-your-headset-in-aircall

      How can I go about submitting a feature request to Zendesk?

      Thanks!

      Jupete
      JupeteEmployee
      Employee
      August 20, 2021

      You are welcome, Derek! Feedback for Talk can be posted here Feedback on Talk. But I found a similar request already which you can upvote and this is the link Customize / Edit Ringtone for Incoming Calls and Keyboard Shortcuts for Voice.

      Thank you!

       

      Joey20Employee
      Employee
      November 16, 2021

      Hi @derek12,

      I have heard this request from some other customers. I have linked this request to another similar suggestion. When we look at ring tone / audio source selection (ability to have it ring in speakers while the call audio is in the headset) we will also look at having controls like you suggested.

      There is no agreed timeline for this to be implemented but when the time comes there will be an announcement on our release notes section.

      Thanks for the suggestion!

      Carsten12
      November 28, 2022

      @Joey Barrett Any news on being able to get ringtone on computer speaker/base station and the call on a headset?

        Sean41Employee
        Employee
        November 30, 2022

        [January 2024 update]:

        This item has been added to our roadmap for 2024 as part of a larger re-design of the call console. Stay tuned!

        ---------

        Hello Carsten - Proventic.dk,

        Thanks for you comment. This is not currently on the roadmap. We are always evaluating so let me note this request in our backlog again.  

        Thanks,

        Sean

        IT74
        November 30, 2022

        I find it concerning that it's not in the road map, as it has been reported by many others over time as quite a big issue, you really need to up the game on issues as this

          Joulianna
          August 28, 2023

          Ringtone volume is 65% louder than my callers.  Please enable me to adjust ringtone volume. 

          This effecting my hearing and job effectiveness.  With every call I choose between continuing to destroy my hearing with the obnoxiously loud ring or not hearing each and every caller until I can adjust my volume settings resulting in awkward and time consuming moments of having the customer repeat themselves. 

            Anne17
            Anne17Employee
            Employee
            September 4, 2023
            Hello Joulianna,

            thank you for your Feedback on that and we are sorry to hear that this is causing issues for you.

            So far, there is no timeline on when a function like that to adjust the ringtone will be possible.
            Alexander43
            December 28, 2023

            Hello, I reported the same problem through out the support chat, and received the same response, that I should come to search for help here.

            It is already really frustrating to know that all of you are aware of the issue but take part in doing nothing to better the product for the customers, The problem is simple and the answer simpler, just lower the volume of the ring tone, code it.
            If that is not possible just tell the people why is it not possible. not just that all of you will take note about it and that there is not date established to fix it or discuss.

            The problem has a solution within the reach of the customer. Now imagine a call-center that uses this service, 100+ people in an office with ear discomfort, if many have the same problem, maybe lowering the ring tone would be a good idea.

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