Receiving and making voice calls in Zendesk Talk

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<p id="docs-hc-snippet" style="display: none;">Once you'veset up your browser or phone, you're ready to make and receive calls. Make sure you've set your status to Online in the call console, or if your admin has set up omnichannel routing, under your profile icon. If set up, omnichannel routing may also offer additional custom statuses to indicate you’re available for calls. For more information, seeSetting your agent status.</p>
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<p id="docs-ai-summary-content">Learn how to make and receive voice calls, answer callback requests, transfer calls, use hold, mute, and live call transcripts, and end calls in voice support. You’ll also need to set your status to Online to take calls and switch to Offline when your shift ends so calls stop routing to you.</p>
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<p class="p">Once you've <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823796890" target="_blank">set up your browser or phone</a>, you're ready to make and
receive calls. Make sure you've set your status to Online in the call console, or if your
admin has set up omnichannel routing, under your profile icon. If set up, omnichannel routing
may also offer additional custom statuses to indicate you’re available for calls. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">Setting your agent status</a>.</p>
<p class="p">This section contains the following articles:</p>
<ul class="ul" id="id_4408839302810__ul_pzc_1qk_cgb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821359002" target="_blank">Receiving incoming calls</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" target="_blank">Making outbound calls</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828340634" target="_blank">Returning callback requests</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838789658" target="_blank">Putting calls on hold or mute</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/11082814266906" target="_blank">Using live call transcripts</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838843546" target="_blank">Transferring calls</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828410394" target="_blank">Ending calls</a></li>
</ul>
<div class="note tip">
<span class="tiptitle">Tip:</span> Make sure your agents set their state for voice to Offline when ending their
shift. While online, calls continue to route to an agent. Each time a call is routed to that
agent and the agent doesn't answer, the customer must wait an additional 30 seconds before
they are routed to the next agent. Zendesk doesn't set agents offline automatically. However,
admins can set an agent to offline (Team, Professional, and Enterprise only). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">Setting your agent status</a>.</div>
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