Announcing auto-accept calls for Voice

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<td><strong>Announced on</strong></td>
<td><strong>Rollout starts</strong></td>
<td><strong>Rollout ends</strong></td>
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<td>July 20, 2026</td>
<td>July 20, 2026</td>
<td>July 29, 2026</td>
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</table></figure><p>We're excited to announce the ability for calls to be automatically accepted in Zendesk Voice for phone lines (PSTN).</p><p>This article includes the following sections:</p><ul>
<li data-list-item-id="ec0e49ee0deb0612da6b9d6ade8210366"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e096dcd781d74836418d719dd597c0b83"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e29e2dc9df6fb86aa26b814d383cd48a4"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>Previously, when a call was offered to an agent, it rang for a configurable amount of time. During that time, the agent could accept or decline the call. If the agent didn’t answer, the call was considered missed and returned to the queue.</p><p>With auto-accept enabled, calls are connected automatically. Agents can’t decline these calls, and the calls aren’t missed because they’re accepted automatically. By default, calls are connected immediately, but admins can set a 5-second or 10-second delay to give agents time to prepare. This can help teams adapt to the feature. Agents can still accept the call before the delay expires.</p><p class="wysiwyg-text-align-center"><img src="https://support.zendesk.com/hc/article_attachments/11032297563418" width="300"></p><p>The configuration settings in Admin Center:</p><p class="wysiwyg-text-align-center"><img src="https://support.zendesk.com/hc/article_attachments/11032297563546" width="800"></p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>For customers with experienced teams and service-level goals, the ability to automatically accept calls is a must. It prevents missed or declined calls and boosts overall performance by improving the average speed to answer. Ultimately, this enhances the most important metric of all: customer satisfaction!</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>If you want calls to be automatically accepted for a given line, turn on auto-accept calls for that line in Admin Center. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408823877146#settings__autoaccept">Managing phone line settings</a>.</p><p>If you have feedback or questions about this announcement, visit our <a href="https://community.zendesk.com/ideas?filters%5BproductArea%5D%5B0%5D=65">community forum</a>, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850">Zendesk Customer Support</a>.</p>