Setting up your browser or phone for calls

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<p id="docs-hc-snippet" style="display: none;">You can place and receive calls in your web browser or forward calls to a phone.</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 set up calls in your browser or forward them to a phone to place and receive voice calls. Use a supported browser with WebRTC, and check network, firewall, and headset setup for call quality. For call forwarding, add your forwarding number, country, and extension in your profile; international calls may require calling enabled, and forwarded calls show your account number as caller ID.</p>
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<p class="p">You can place and receive calls in your web browser or forward calls to a phone.</p>
<p class="p">Make sure your admin has <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882966170" target="_blank">given you access to the voice channel</a>.</p>
<p class="p">This article contains the following sections:</p>
<div class="p">
<ul class="ul" id="id_4408823796890__ul_omr_2pr_v2b">
<li class="li"><a class="xref" href="#set-call-browser">Setting up your browser for calls</a></li>
<li class="li"><a class="xref" href="#set-call-forwarding">Setting up your phone for call forwarding</a></li>
</ul>
</div>
<div class="p">Related article:<ul class="ul" id="id_4408823796890__ul_bqv_z1q_zjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821359002" target="_blank">Receiving incoming calls</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="set-call-browser">
<h2 class="title topictitle2" id="ariaid-title2">Setting up your browser for calls</h2>
<div class="body">
<p class="p">Before you start, ensure that you are using a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893306010#topic_og1_lfr_v3c" target="_blank">supported web browser</a> because these support Web
Real-Time Communication (WebRTC), the browser-based communication protocol that Zendesk uses
to make calls.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Factors such as the speed and reliability of your network, your network
security, and the type of headsets you use can all affect the quality of calls.
Additionally, if you use a browser to place and receive calls, you must open ports on your
computer and network firewalls. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827987482" target="_blank">Preparing to offer voice support</a>.</div>
</div>
<p class="p"><strong class="ph b">To set up your browser for calls</strong></p>
<ol class="ol" id="set-call-browser__ol_qt1_dzb_yt">
<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="set-call-browser__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 globe icon (<img class="image" id="set-call-browser__image_hj1_hjp_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_globe_icon.png" width="16">), then select <strong class="ph b">Via
Browser</strong>.
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<table border="0" cellpadding="4" cellspacing="0" class="table" frame="void" id="set-call-browser__table_hwr_hqp_zjc" rules="none" summary="">
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<col>
</colgroup>
<tbody class="tbody">
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<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 img-screenshot" id="set-call-browser__image_cz3_str_rx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_console_browser_phone_select.png" width="350"></td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;"><img class="image" id="set-call-browser__image_fh2_lsp_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_console_browser_phone_select_not_ocr.png" width="380"></td>
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</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="set-call-forwarding">
<h2 class="title topictitle2" id="ariaid-title3">Setting up your phone for call forwarding</h2>
<div class="body">
<div class="p">As well as placing and
receiving calls using a web browser, you can forward calls to another phone such as your
office, or mobile phone. If the phone number you are forwarding to is for a different
country than the phone number of your Zendesk account, each forwarded call counts as an
international call. If your account does not have international calling enabled this setting
won't work. To enable international calling on your account, have your account owner <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact the Zendesk support team</a>. Added fees will apply to the
cost of international calls.<div class="note note">
<span class="notetitle">Note:</span> When you forward calls to another phone, the caller ID
will display your Zendesk number as the caller ID, not the original caller's phone number.
</div>
</div>
<p class="p"><strong class="ph b">To set up your browser for call forwarding</strong></p>
<div class="p">
<ol class="ol" id="set-call-forwarding__ol_z1v_fgw_p3">
<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">Agent forwarding</strong>, click <strong class="ph b">+ add number</strong>. <p class="p"><img class="image img-screenshot" id="set-call-forwarding__image_ntp_wbg_vpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk-perms-new.png" width="350"></p>
</li>
<li class="li">Under <strong class="ph b">Agent forwarding number</strong>, select a country and enter your phone
number.<p class="p">If your phone number includes an extension, add it to the extension field.
If you also use additional key presses, you can also add those to the extension field.
For example, if a caller must dial '123' followed by a pound ('#') key, enter
'<strong class="ph b">123#</strong>'. </p>
<p class="p"><img class="image img-screenshot" id="set-call-forwarding__image_g4x_nlr_rx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/agent_forwarding.png"></p>
<div class="note note">
<span class="notetitle">Note:</span> If
multiple users will share the same forwarding number, you must include different
extension numbers for each agent. </div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.<p class="p">Your forwarding number is saved to your profile.</p>
</li>
<li class="li">Click the <strong class="ph b">Voice</strong> icon (<img class="image" id="set-call-forwarding__image_j1g_3tp_zjc" 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 globe icon (<img class="image" id="set-call-forwarding__image_sr4_wsp_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_globe_icon.png" width="16">), then select <strong class="ph b">Via
Phone.</strong>
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<table border="0" cellpadding="4" cellspacing="0" class="table" frame="void" id="set-call-forwarding__table_hwr_hqp_zjc" rules="none" summary="">
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<tbody class="tbody">
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<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 img-screenshot" id="set-call-forwarding__image_cz3_str_rx" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_console_browser_phone_select.png" width="350"></td>
<td class="entry nocellnorowborder" style="text-align:center;vertical-align:top;"><img class="image" id="set-call-forwarding__image_fh2_lsp_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_console_browser_phone_select_not_ocr.png" width="380"></td>
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<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can use the Zendesk Support mobile app to set your agent status.
See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846407066" target="_blank">About the Zendesk Support mobile app</a>.</div>
</div>
</li>
</ol>
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<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> If you have a personal voicemail account on your phone, configure the
setting <strong class="ph b">Agent confirmation when forwarding</strong>. This requires you to press a key before
the call is connected to indicate that a human is answering the call instead of voicemail.
If a key is not pressed, the call is routed to voicemail. For details, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838035866" target="_blank">Enabling the voice channel and configuring general
settings</a>.</div>
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