Receiving incoming calls


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 the device used to play the call ringtone.


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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 the device used to play the call ringtone.
This article contains the following topics:
Receiving a call
Changing the ringtone device




Receiving a call

When a call is received, the call console appears in the Agent Workspace. You'll also
hear a ring tone sound, which you cannot change. You can also get notifications on
your desktop, see Can I enable browser notifications for incoming voice calls?
To take the call

Click Accept in the call console that appears under the call icon in the
top toolbar.
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.

Note: On Enterprise plans, your
admin might have changed this to a value other than 30
seconds.
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 Understanding how calls become
tickets.




Note: 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.




Changing the ringtone device

You can change the device used to play the ringtone. 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.
To change the ringtone device

In the call console, click the Ringtone speakers icon ( ). A list of audio devices connected to
your computer are displayed.

From the list of devices, select which one will play ringtones for incoming
calls.

The ringtone for all calls will now play on the device you selected.


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