Making outbound calls

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<p id="docs-hc-snippet" style="display: none;">You can make outbound calls from either your browser or your phone, using lines for brands you’re authorized to access and lines you're authorized to make outbound calls from. Keep in mind that while you can initiate outbound calls using your own phone, the call will be passed to and made from the call console. You can make outbound calls regardless of whether yourstateis online, offline, away, or transfers only. You must be aTalk agent or team leadto make outbound calls.</p>
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<p class="p">You can make outbound calls from either your browser or your phone, using lines for brands you’re
authorized to access and lines you're authorized to make outbound calls from. Keep in
mind that while you can initiate outbound calls using your own phone, the call will be
passed to and made from the call console. You can make outbound calls regardless of
whether your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829114138" target="_blank">state</a> is online, offline, away, or transfers
only. You must be a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832171034#topic_a54_zlt_qmb" target="_blank">Talk agent or team lead</a> to make outbound
calls.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="id_4408836235162__ul_sk3_k4m_ltb">
<li class="li"><a class="xref" href="#topic_xqj_dnh_g3c">Considerations for making outbound calls</a></li>
<li class="li"><a class="xref" href="#topic_e52_ypm_ltb">Making an outbound call from the call console</a></li>
<li class="li"><a class="xref" href="#topic_yt4_ypm_ltb">Making an outbound call from an existing ticket</a></li>
<li class="li"><a class="xref" href="#topic_ozw_ypm_ltb">Making an outbound call from a user's profile</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_xqj_dnh_g3c">
<h2 class="title topictitle2" id="ariaid-title2">Considerations for making outbound calls</h2>
<div class="body">
<p class="p">Making an outbound call from Talk, forwarding it to another Talk number, and then
sending the caller to voicemail while they wait in a queue isn't supported. Your
admin can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831899930" target="_blank">disable voicemail</a> on numbers used for
outbound calls to prevent end users from leaving voicemails, particularly if you
don't monitor those numbers.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_e52_ypm_ltb">
<h2 class="title topictitle2" id="ariaid-title3">Making an outbound call from the call console</h2>
<div class="body">
<p class="p">When you make a call from the call console, the call details are added to a
new ticket. If you use multiple lines, you can filter outbound calls to quickly find
the specific outbound line you want to call from.</p>
<p class="p"><strong class="ph b">To make an outbound call from the call console</strong></p>
<ol class="ol" id="topic_e52_ypm_ltb__ol_dgv_wqm_ltb">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">In Support</a>, click the Call icon
(<img class="image" id="topic_e52_ypm_ltb__image_vfc_1tg_xvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_icon.png">) in the topbar.</li>
<li class="li">In the call console, click the dial pad icon (<img class="image" id="topic_e52_ypm_ltb__image_oqz_dtg_xvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_dial_pad_icon.png" width="18">) to enter the phone number you want to
call.<p class="p"><img class="image img-screenshot" id="topic_e52_ypm_ltb__image_ggv_wqm_ltb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/outgoing-calls-2.png" width="200"></p>
<p class="p">The default number that will be used is displayed in the outbound
call number menu (<img class="image" id="topic_e52_ypm_ltb__image_hrr_5mf_n1c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/outbound_call_number_dropdown.png" width="18">). The default number is usually the
last one you used. If your browser cache has been cleared, the outgoing line
resets to the default number for the default brand.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> A brand is a customer-facing identity, represented by a
collection of contact points for your customers. These can include
email, help center, messaging Web Widget, and social media. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408833921306" target="_blank">Multibrand resources</a>.</div>
</div>
</li>
<li class="li">Choose a phone line from brands you have access to.<p class="p">If a line you expect
doesn’t appear, contact your administrator to confirm your brand access, the
line’s brand assignment, and whether you're in a group that's allowed to
make outbound calls for that line.</p>
<p class="p">You can use the default number
displayed in the outbound call number dropdown or select another number from
the dropdown. </p>
<p class="p">If you call from multiple lines, you can filter the
options by starting to type in the dropdown and then selecting the line you
want from the filtered list. You can filter by name, number, or brand.
</p>
<p class="p">Finally, you can enter a phone number on the keypad or in the phone
number field.</p>
</li>
<li class="li">When you're ready, click <strong class="ph b">Call</strong>.<p class="p">If you're using your own
phone, Zendesk will call your number and then dial the requester after you
pick up.</p>
</li>
</ol>
<div class="p">
<div class="note tip" id="topic_e52_ypm_ltb__note_et3_trp_kwb">
<span class="tiptitle">Tip:</span> Although speed dial numbers aren't supported,
it’s possible to enter the name of the person you wish to call into the dial
pad, rather than type the number manually, if they are a user in your account.
If many numbers or users are displayed, they might obscure the Call button. In
this case, choose one of the numbers or users or narrow your search for
names.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_yt4_ypm_ltb">
<h2 class="title topictitle2" id="ariaid-title4">Making an outbound call from an existing ticket</h2>
<div class="body">
<p class="p">When you make a call from a ticket, the call details are added to that
ticket. You can initiate an outbound call from any ticket that isn’t closed, even if
it was not created by an incoming call.</p>
<p class="p"><strong class="ph b">To make an outbound call from an existing ticket</strong></p>
<ol class="ol" id="topic_yt4_ypm_ltb__ol_qrz_kqm_ltb">
<li class="li">Open the ticket you want to use to call the requester.</li>
<li class="li">In the channel switcher menu of the message composer, click <strong class="ph b">Call
&lt;number&gt;</strong> or <strong class="ph b">Call Enter a number</strong>. Select the displayed
number or select <strong class="ph b">Enter a number</strong> to manually enter a new number to
dial.<p class="p">The call console opens. You can then edit the outgoing number or
search for and change the outbound phone line. The country code of the
number will automatically change to match the number you are calling. When
you are ready, click <strong class="ph b">Call</strong> to initiate the phone call.</p>
<p class="p"><img class="image img-screenshot" height="275" id="topic_yt4_ypm_ltb__image_rrz_kqm_ltb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/outgoing-calls-1.png" width="351"></p>
</li>
</ol>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Brands play an important role in which phone line is used for an
outbound call. When making a call from a ticket, a line of the same brand
associated with the ticket is used (if available).</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_k3h_2qm_ltb">
<h3 class="title topictitle3" id="ariaid-title5">More information about making outbound calls from a number in a ticket</h3>
<div class="body">
<p class="p">The following list gives you more information about behavior when you make an
outbound call from a phone number in a ticket:</p>
<ul class="ul" id="topic_k3h_2qm_ltb__ul_bl3_k4m_ltb">
<li class="li">Zendesk always uses a line associated with the ticket brand,
usually the one called by the caller. If the line called by the caller is
not available or enabled for outbound calls (for example if it has been
deleted or disabled) or it no longer belongs to the ticket brand, Zendesk
uses the next available line of the same brand (the first line of the same
brand in the lines list).<p class="p"><img class="image img-screenshot" id="topic_k3h_2qm_ltb__image_gmk_kpm_ltb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/outgoing-calls-3.png" width="175"></p>
<p class="p">If the brand has no available or enabled lines for outbound
calls, Zendesk uses the first available line of any brand you have
access to (the uppermost line in the lines pick-list).</p>
<p class="p">If you
disable a line, it will still be shown as available in the call console
until you refresh your browser window.</p>
</li>
<li class="li">If the brand of the ticket has been updated and it's now different
from the one called by the user, Zendesk uses the first available line of
the new brand for the call.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_whx_2qm_ltb">
<h3 class="title topictitle3" id="ariaid-title6">More information about making a call from a ticket by entering a number</h3>
<div class="body">
<p class="p">When you choose <strong class="ph b">Enter a number</strong> from a ticket, the call console
opens where you can configure details about the call. For more information, see
<a class="xref" href="#topic_e52_ypm_ltb">Making an outbound call from
the call console</a>.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ozw_ypm_ltb">
<h2 class="title topictitle2" id="ariaid-title7">Making an outbound call from a user's profile</h2>
<div class="body">
<p class="p">When you make a call from a user's profile, the call details are added to a
new ticket.</p>
<p class="p"><strong class="ph b">To make an outbound call from a user's profile</strong></p>
<ol class="ol" id="topic_ozw_ypm_ltb__ol_fl3_k4m_ltb">
<li class="li">Open a user's profile.</li>
<li class="li">Click their number in the <strong class="ph b">Phone</strong> field.</li>
<li class="li">In the list, select <strong class="ph b">Call this number</strong>.</li>
</ol>
<p class="p">The call console opens and calls the selected number. The default number used is the
last one used by the agent.</p>
</div>
</div>
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