Answering calls

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<p id="docs-hc-snippet" style="display: none;">If you're in Zendesk, online, and receive a call, the call console appears in the upper-right corner of the Agent Workspace. In this article, you'll learn how to receive a call and change ringtone settings for incoming browser-based calls.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can answer incoming browser-based calls from the call console, which creates a ticket and starts recording when you accept. You can also change the ringtone device for incoming calls, like a headset, and adjust the call ringtone and volume in your profile while Away or Offline.</p>
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<div class="body">

<p class="p">If you're in Zendesk, online, and receive a call, the call console appears in the
upper-right corner of the Agent Workspace. In this article, you'll learn how to receive
a call and change ringtone settings for incoming browser-based calls.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="id_4408821359002__ul_gsx_pjw_52c">
<li class="li"><a class="xref" href="#accept">Accepting a call</a></li>
<li class="li"><a class="xref" href="#change-ringtone-device">Changing the ringtone device</a></li>
<li class="li"><a class="xref" href="#change-ringtone">Changing the ringtone</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="accept">
<h2 class="title topictitle2" id="ariaid-title2">Accepting a call</h2>
<div class="body">
<p class="p">When a call is received, the call console appears in the Agent Workspace. You'll also
hear a ringtone sound. You can also get notifications on your desktop, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409562027546" target="_blank">Can I enable browser notifications for incoming voice
calls?</a></p>
<p class="p"><strong class="ph b">To take the call</strong></p>
<ul class="ul" id="accept__ul_bb1_y5m_sx">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click <strong class="ph b">Accept</strong> on the
call console. <p class="p"><img class="image" id="accept__image_of4_p2q_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_call_incoming.png" width="400"></p>
<p class="p">If you don't
answer within 30 seconds or decline the call, it's placed back in the queue
to wait for the next available agent. </p>
<div class="note note">
<span class="notetitle">Note:</span> On Enterprise plans, your
admin might have changed this to a value other than 30
seconds.</div>
<p class="p">When you accept the call, the call console begins
recording the call and a ticket is created. If an end user has previously
called and already has a profile in your Zendesk Support, you will be able
to see their name and organization in addition to the information shown in
the image above. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821302810-Understanding-how-Talk-calls-become-tickets" target="_blank">Understanding how calls become
tickets</a>.</p>
</li>
</ul>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you don't answer a call within 30 seconds, a greeting is played to ensure
that the customer knows they are in a queue. If the greeting is 20 seconds long,
the customer will spend a total of 50 seconds on the call before being placed
back in the queue. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="change-ringtone-device">
<h2 class="title topictitle2" id="ariaid-title3">Changing the ringtone device</h2>
<div class="body">
<p class="p">You can change the device used to play the ringtone for incoming browser-based calls.
For example, you might want to play the ringtone on a Bluetooth headset so that that
agents can step away from their desks without missing a call.</p>
<p class="p"><strong class="ph b">To change the ringtone device</strong></p>
<ol class="ol" id="change-ringtone-device__ol_b2j_wjw_52c">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">In Support</a>, click the <strong class="ph b">Voice</strong>
icon (<img class="image" id="change-ringtone-device__image_vfc_1tg_xvb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_icon.png">) in the top bar. </li>
<li class="li">In the call console, click the Ringtone speakers icon (<img class="image" id="change-ringtone-device__image_bdv_gjw_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_ring_speakers_icon.png" width="16">). A list of audio
devices connected to your computer are displayed.
<div class="tablenoborder">
<table border="0" cellpadding="4" cellspacing="0" class="table" frame="void" id="change-ringtone-device__table_zkc_y4p_zjc" rules="none" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">With omnichannel routing</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">Without omnichannel routing</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;"><img class="image" id="change-ringtone-device__image_bjd_j3w_52d" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_console_ringtone_speakers_select.png" width="400"></td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;"><img class="image" id="change-ringtone-device__image_bjd_j3w_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_console_ringtone_speakers_select_not_ocr.png" width="420"></td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">From the list of devices, select which one will play ringtones for incoming
calls.</li>
</ol>
<p class="p">The ringtone for all calls will now play on the device you selected.</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="change-ringtone">
<h2 class="title topictitle2" id="ariaid-title4">Changing the ringtone</h2>
<div class="body">
<div class="p">You can pick the ringtone for incoming browser-based calls as well as its volume.<div class="note note">
<span class="notetitle">Note:</span> You
must be in Away or Offline status and not on a call to change the ringtone or volume, as
changing these settings might disconnect calls.</div>
</div>
<p class="p"><strong class="ph b">To change your ringtone</strong></p>
<div class="p">
<ol class="ol" id="change-ringtone__ol_pms_nwp_zjc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click your profile photo
in the top-right corner, and then select <strong class="ph b">Manage profile</strong>.</li>
<li class="li">Next to <strong class="ph b">Call ringtone</strong>, select a ringtone.<p class="p">Click the play icon to
hear the ringtone.</p>
<p class="p"><img class="image" id="change-ringtone__image_c1h_zxp_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_profile_call_ringtone_volume.png" width="300"></p>
</li>
<li class="li">Set the volume of the ringtone.<div class="p">The ringtone volume can be adjusted but
not muted. The volume control affects only the incoming call tone, not
the outbound one.<div class="note tip">
<span class="tiptitle">Tip:</span> If the ringtone volume is still too
low at the maximum setting, increase your system
volume.</div>
</div>
</li>
</ol>
</div>
</div>
</div>
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