Receiving and placing calls in Zendesk

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<p id="docs-hc-snippet" style="display: none;">This article describes a few of the features agents can use to provide voice support. It assumes that an admin hasset up voice supportfor your Zendesk account and you haveset up your browser or phone for calls.</p>
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<p id="docs-ai-summary-content">Use voice support to answer incoming calls and place outbound calls from a ticket. You can set your agent state to Online, Away, Offline, or Transfer only, manage calls with mute, hold, transfer, and hang up controls, and view caller details and history during the call. Auto-accept can also help route calls to available agents.</p>
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<div class="body">

<p class="p" dir="ltr">This article describes a few of the features agents can use to provide voice support.
It assumes that an admin has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838035866" target="_blank">set up voice support</a> for your Zendesk account and you have <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823796890" target="_blank">set up your browser or phone for calls</a>.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_mct_b21_bhb">
<li class="li" dir="ltr"><a class="xref" href="#topic_j53_h5h_bhb">Setting your agent state for voice support</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_zbx_bxd_chb">Receiving calls</a></li>
<li class="li"><a class="xref" href="#topic_lzz_mq1_zhb">Making outbound calls from a ticket</a></li>
</ul>
<div class="p">Related article:<ul class="ul" id="topic-1__ul_gdf_2l1_bfc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">Setting your agent status</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_j53_h5h_bhb">
<h2 class="title topictitle2" id="ariaid-title2">Setting your agent state for voice support</h2>
<div class="body">
<p class="p" dir="ltr">You can set your agent state directly from the ticket interface. This description
shows you how to set your agent state for voice support only. </p>
<p class="p" dir="ltr">If your admin has enabled omnichannel routing for your account, you <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">set a single status across multiple channels</a> (email, messaging,
and voice).</p>
<p class="p" dir="ltr"><strong class="ph b">To set your state</strong></p>
<ol class="ol" id="topic_j53_h5h_bhb__ol_shd_lwd_chb">
<li class="li">Click the call icon on the right side of the toolbar.<p class="p"><img class="image img-screenshot" id="topic_j53_h5h_bhb__image_p25_jbh_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_icon2.png"></p>
</li>
<li class="li" dir="ltr">Select an <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829114138" target="_blank">agent state</a> from the drop-down menu in the call console.
<p class="p"><img class="image img-screenshot" id="topic_j53_h5h_bhb__image_xwg_swf_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_call_status3.png" width="350"></p>
<p class="p">Choices are:
</p>
<ul class="ul" id="topic_j53_h5h_bhb__ul_vhd_lwd_chb">
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Online</strong>: Signifies you're available to answer calls. If you don't
answer within 30 seconds, the call is routed to the next online agent.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Away</strong>: Signifies internally to other agents that you're not
available to take calls. For example, during a break. Calls are routed to another
agent who is available to answer.</p>
</li>
<li class="li" dir="ltr">
<p class="p" dir="ltr"><strong class="ph b">Offline</strong>: Signifies internally to other agents that you're not
available to take calls for an extended period of time. For example, outside your
regular working hours.</p>
</li>
<li class="li">
<strong class="ph b">Transfer only</strong>: An agent in this state is not available to take calls from the
current queue, but another agent can transfer calls to them. </li>
</ul>
<p class="p">If all agents are offline, incoming calls are routed to voicemail. If all agents
are away, incoming calls continue to be queued and the values your administrator has set
for maximum queue size and maximum queue wait time behavior are in effect.</p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_zbx_bxd_chb">
<h2 class="title topictitle2" id="ariaid-title3">Receiving calls</h2>
<div class="body">
<p class="p" dir="ltr">This section describes basics of how to talk with callers in the agent workspace.
Agents can answer calls directly from the workspace.</p>
<div class="p">If you're in Zendesk, online, and receive a call, the call console appears in the
upper-right corner of the Support page. If your admin has turned on auto-accept for the
line, the call console will show <strong class="ph b">Accept</strong> but not <strong class="ph b">Decline</strong>, and the call is
accepted automatically after the configured delay.
<div class="tablenoborder">
<table border="0" cellpadding="4" cellspacing="0" class="table" frame="void" id="topic_zbx_bxd_chb__table_z4s_tcz_yjc" rules="none" summary="">
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<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">Without auto-accept calls</td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;">With auto-accept calls</td>
</tr>
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<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_zbx_bxd_chb__image_l3m_2q3_zhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_call_incoming.png" width="220"></td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;"><img class="image img-screenshot" id="topic_zbx_bxd_chb__image_l3m_2q3_zhd" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_call_incoming_autoaccept_delay5.png" width="220"></td>
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<p class="p"></p>
<p class="p"><strong class="ph b">To take the call</strong></p>
<ol class="ol" id="topic_zbx_bxd_chb__ol_elc_xxd_chb">
<li class="li">Click <strong class="ph b">Accept</strong> to answer the call. <p class="p">If auto-accept is enabled for the line, you
can also wait for the call to be automatically accepted.</p>
<p class="p">When you accept the call,
the call console begins recording the call and a ticket is created. For details, 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>
<p class="p">The counter in the upper-right shows the time of your call.</p>
<p class="p">
<img class="image" id="topic_zbx_bxd_chb__image_qwc_x3g_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_call_timer.png"></p>
<p class="p">You can use the button bar in the ticket to mute, hold,
transfer, or end the call.</p>
<p class="p"><img class="image img-screenshot" id="topic_zbx_bxd_chb__image_mhm_sxf_djb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_call_ticket_icons.png" width="400"></p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_zbx_bxd_chb__simpletable_lw1_5dj_hcc" summary="">
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<th class="stentry" id="d52e227" style="vertical-align:bottom;text-align:left;">Button</th>
<th class="stentry" id="d52e230" style="vertical-align:bottom;text-align:left;">Function</th>
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<td class="stentry" headers="d52e227" style="vertical-align:top;"><img class="image" id="topic_zbx_bxd_chb__image_ipj_ydj_hcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_call_ticket_icons_microphone.png" width="32"></td>
<td class="stentry" headers="d52e230" style="vertical-align:top;">Mute or unmute the call.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e227" style="vertical-align:top;"><img class="image" id="topic_zbx_bxd_chb__image_djp_d2j_hcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_call_ticket_icons_hold.png" width="32"></td>
<td class="stentry" headers="d52e230" style="vertical-align:top;">Place the call on hold.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e227" style="vertical-align:top;"><img class="image" id="topic_zbx_bxd_chb__image_cqt_d2j_hcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_call_ticket_icons_transfer.png" width="32"></td>
<td class="stentry" headers="d52e230" style="vertical-align:top;">Transfer the call.</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e227" style="vertical-align:top;"><img class="image" id="topic_zbx_bxd_chb__image_nby_d2j_hcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/uc_talk_call_icons_hang_up.png" width="32"></td>
<td class="stentry" headers="d52e230" style="vertical-align:top;">End the call.</td>
</tr>
</tbody>
</table>
</li>
<li class="li">To learn more about the caller, click <strong class="ph b">User</strong> to see the caller's essentials card
and interaction history.</li>
<li class="li">When you're finished with a call, click the <strong class="ph b">Hang up</strong> button to end the
conversation. </li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_lzz_mq1_zhb">
<h2 class="title topictitle2" id="ariaid-title4">Making outbound calls from a ticket</h2>
<div class="body">
<p class="p">In the agent workspace, you can call from an existing ticket. When you make a call from an
existing ticket, the call details are added to that ticket.</p>
<p class="p"><strong class="ph b">To make an outbound call from an existing ticket</strong></p>
<ol class="ol" id="topic_lzz_mq1_zhb__ol_bwq_r5s_13b">
<li class="li">Select the ticket you want to use to call the requester.</li>
<li class="li">Open the channel menu in the composer and click <strong class="ph b">Call</strong>.</li>
<li class="li">Select an existing telephone number or click <strong class="ph b">Enter a new number</strong> to manually enter
a new number to dial.<p class="p"><img class="image" id="topic_lzz_mq1_zhb__image_cwq_r5s_13b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/call_button_expanded.png" width="400"></p>
</li>
</ol>
<p class="p">The call console opens and calls the selected number. </p>
<p class="p">In addition to calling from a ticket, you can also make calls from the call console or from
the user's profile. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162" target="_blank">Making outbound calls</a>.</p>
</div>
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