Voice

Hello, Is there  a creative solution, workaround for the following use case? Agent is in Groups: Group 1 Group 2 Group 3   Agent is a Talk agent, but only for calls routing to Group 1 and 2. Agent doesn't need/work the Phone calls for Group 3. But agent needs access to see Group 3 tickets and work on perhaps other channel tickets - web widget email etc.   Thank you, Amanda

We have 2 brands, and each brand has their own form. Both brands use Talk and each brand has their own phone number. One of the two brands is not yet live so I am trying to get the following question answered before it does: When a call comes into a certain Talk phone number how does Talk/Support decide which ticket form it will use?  I've asked this question of Support and rather than a straightforward answer I was sent a bunch of article links. I know that I have plenty to set up for the new brand before it goes live and I've been all through the articles. Unfortunately, I don't seem to see anywhere the describes precisely how I can ensure the correct form is opened when new tickets are created by Talk for the new brand. I must just be missing something so any guidance would be extremely helpful.

We use Talk and Monet for WFM. But Talk has very limited statuses for agents. We're looking for an integrated add-on for agents to choose their status when they're not available for calls, like break, coaching, training, tech disruption.  This kind of reporting can let us see where they're spending their time when they're not available for calls (shrinkage). Suggestions please?

Hi everyone! I would like a signature for emails, but would like to remove the signature for SMS text. Has anyone figured out a way to remove signatures from SMS? Thank you!! 

I want to implement an outbound call function. My method is to put the outbound dialer in the app. My dialer is an iframe, but I can't get the microphone. I know this link (https://developer.zendesk.com/documentation/voice/talk-partner-edition/integrating-telephony-systems-with-talk-partner-edition/) but I don't know how to use it.

We service many different brands so we need to make sure our outbound calls are branded correctly. 1) We would prefer to make our outbound calls from within the ticket so everything stays together.  However, there isn't a way to control the outbound phone#.  Suggestions?   2)  Caller ID and number for outbound phone lines - how can I update the numbers to show the branding for the companies we service?  Example:  outbound number 817-123-4567 Currently shows up as 817-123-4567 Needs to show up as Jill's Bakery 817-123-4567   PS: from what I am reading this is a big deficiency with Talk/Support that needs some serious attention.  How can we work with Zendesk or someone in Marketplace to improve this ASAP, even if it requires a SOW?

Hello out there.I thought my request was more common, but unfortunately both Zendesk support and their sales department can't answer directly to my questions. The thing is: At the moment we have an existing phone number and a pbx from a local provider. The features I am looking for is the following:- Handle incoming/outgoing calls at zendesk- Ticket creation based on calls Additional feature would be:- Setup a PBX through zendesk instead of the PBX from our current provider   So. What is the best/cheapest way for me to get going? What I understand about Talk Partner and Port forwarding is as follows: I have to subscribe to a Zendesk/Twilio Phone number, no matter if I use Port forwarding or having Zendesk Talk (Partner) In terms of costs there are these differences if I'm right: Port forwarding Incoming calls - I will be charged by my current provider because I am forwarding each incoming call? Outgoing calls - I will be charged by Zendesk on the prices, there is listed

I'm unable to hear customers nor can they hear me

When I press to accept it hangs up the call. 

How can I create IVR for outside business hours? For example, outside of business hours I would customize a message stating we are closed. To leave a message press 4, or to get a text back press 3, to speak to someone now press 5.  I created the said IVR and it does not seem to fire when numbers are selected - the message just keeps repeating. However when I press 1, it will directly go to VM when ON because it is the default but i want the vm to be number 4.   

Could you please list for me which telephone systems supported by Zendesk talk?

IssueDigital lines do not support IVR and I can not have a web widget without using a digital line. But, I need IVR. End GoalNeed to create a web widget or CTA button with a talk number that supports IVR Any workarounds/suggestions would be helpful!  

Has anyone encountered challenges transferring calls? We had experience transfer failure a couple of times lately.

We have team members overseas who have 3-5 second delays and echos on all of their Zendesk Talk calls.  We have tested with polled VDI connections as well as dedicated VDI connections.  We have changed locations of our server from stateside, to Hong Kong to Japan.  We have tested different browsers and direct connections without a VDI connection.  None of our troubleshooting efforts have eliminated the echo/delay. Is there anyone out there that has had similar issues?  Or knows of a solution?  

Hi there! I can't find the option to enable the auto-answer for our agents. Is there a way to activate it? Has it been already deployed? Regards, Teo

How cna I measure what my agents productivity percentage is in ZD Talk?

In my current VOIP software, I have it configured so when I receive a call, it rings to my *default audio device* (laptop speakers), however when I answer the call, it uses my default *communications devices* (3.5mm headset plugged in via my docking station). This allows me to not be forced to wear my headset every minute of every work day, as I can hear the phone ring via my laptop speakers, put my headset on, and answer the call. I cannot seem to replicate this with ZenTalk. It seems as if ZenTalk uses "default audio device", and that's it... meaning my only options are a) set my laptop speakers as my default audio device and then when I get a call, my laptop speakers ring, but when I answer the call, the audio from the call is also going through the laptop speakers, meaning whenever the user speaks, the mic picks up their voice and echo's it back to them (as well as mine), or b) I set my headset as the default audio device, and then EVERYTHING goes through my headset, requiring that

This would be awesome for us because currently only voicemails are being created as tickets and we have to manually track abandoned calls.

CTI in our telephony system, use window.open() to pop-up to zendesk ticket page after agent received a call because Zendesk does not allow iframe to Zendesk.But even we specified a window name in window.open(), Zendesk would always popup in new tab for each call. So we've got a lot of tab of Zendesk in browser.Any suggestion to solve this problem?How CTI can popup to Zendesk in same tab for every calls?Thank you very much.

We need more upbeat music while callers are waiting if they don't choose option 1 to leave a message. Are there options?

Has anyone found, or do you know of, a definitive guide for properly making Zendesk Support work with the SMS components of Talk? Specifically: SOLVED: Proper Triggers rules to ensure that replies to inbound SMS messages are replied to as SMS. SOLVED: How to configure an agent signature to ensure that it isn't used in responses to any SMS communications; using ticket tags and liquid markup in the account-wide signature to create some cases that define the signature contents.   Where I was stuck: 1) Updates to tickets not being SMS'd to customer: When i've created a ticket where I've specified the requester by entering their phone number into the Requester field, the first message has gone without problem. As discussed later in this post, removing one of the channel actions gets it done. Will update all the screenshots for my trigger recipes to show how this is done. 2) Preventing signature being included in SMS This is solved by the use of tagging the ticket with certain tags, A

I constantly get error messages at the top-right corner of my screen saying:  "Zendesk Talk encountered an error.  Try enabling again. (EC5)" If one error pops up I can usually close it out.  But, sometimes four of the messages will pop up and closing one just re-opens a new error with the same message.  Only way to clear the errors is to close the webpage and load a new one.  Very annoying.  Especially since I do not even use Zendesk Talk.  Is there any way to stop these errors, and\or turn off Zendesk Talk all together?

We have an answering service that handles early morning calls (3a - 5a). Once our team arrives in the morning, they begin picking up calls. To get around this, I've attempted the following: OVERFLOW ROUTINGI've set the answering service number as the overflow number during operating hours (which I've set from 3a - 5p).  We did this to prevent overnight calls from being routed to this number.Issue: During standard hours, if all internal agents fail to pickup a call, the call will be unnecessarily forwarded to our answering service. FAKE AGENT SEATWe setup a placeholder agent with a call forwarding # set to the answering service number. We manually toggled all agents offline and turned this account on.  Issue: If the call isn't picked up within 30s, it is routed to voicemail. Are there any other tricks we might be try to forward calls to an external number only during select hours?

I did a search and did not see the specific use case so my apologies ahead of time if this is an "easy", "no brainier" that I am missing. This is the setup I want to use: Post a number on a customers page specific to that customers "assigned" representative. When client dials the number posted on their page, I want to ring that agent 1st. If that agent is not available, ring to agent 2. If agent 2 is not available go to Voicemail 1. Any help on suggested setup is greatly appreciated.  All agents will have a unique direct dial number.