Getting started with voice support

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<p class="p">Zendesk has cloud-based, call center software built right in. It enables you, and your teams, to
provide voice support from the same platform you use to manage your other support
channels. Work through the following steps in this article to get your voice channel
up and running:</p>
<ul class="ul" id="id_4408821196314__ul_yhq_dl4_5jb">
<li class="li" dir="ltr"><a class="xref" href="#topic_nwy_2l4_5jb">Step 1: Checking number availability and regulations</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_vh2_fl4_5jb">Step 2: Understanding usage costs</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_q1f_fl4_5jb">Step 3: Setting up your network and hardware</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_prf_fl4_5jb">Step 4: Enabling the voice channel and configuring general settings</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_mhg_fl4_5jb">Next steps</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_nwy_2l4_5jb">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Checking number availability and regulations</h2>
<div class="body">
<p class="p">When you sign up for a Suite trial, you're assigned a number from Zendesk. You can't
add another number during the trial. After the trial, you can buy additional phone
numbers from Zendesk, forward calls from your existing carrier to a new Zendesk
number, or often bring or port your existing phone number with you. However, if you
port your number, you'll still have to pay a monthly charge to use it with Zendesk.
After your new number is set up, you can forward calls from an existing support
number to it.</p>
<p class="p">If you're currently on a trial, you can jump straight to <a class="xref" href="#topic_vh2_fl4_5jb">Step 2: Understanding usage costs</a>.</p>
<p class="p">To check that phone numbers are available in your country use the calculator in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482-Zendesk-Talk-number-availability-and-pricing" target="_blank">Zendesk phone number availability and
pricing</a>. If numbers are not available, you might be able to port an
existing number into Zendesk.<strong class="ph b"></strong></p>
<p class="p"><img alt="Call cost calculator" class="image img-screenshot" id="topic_nwy_2l4_5jb__image_vxd_ms4_5jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_get_started_1.png"></p>
<p class="p">Many countries have regulations that require you to provide documentation to verify
you and your business before you can be issued with a phone number. We can help you
with this. Take a look at <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824253978" target="_blank">Zendesk talk and text number address requirements</a>,
select the country from which you want to purchase a number, and we'll tell you what
information you need and help you to submit it.</p>
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<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_jhb_1t4_5jb">
<h3 class="title topictitle3" id="ariaid-title3">Setting up a new Zendesk phone number</h3>
<div class="body">
<p class="p">When you want to set up a new number, you can easily choose one. If you've just
started a trial of Zendesk Suite, you already have been assigned a number.</p>
<p class="p">Choose a country, number type, and number from the list of numbers. You can
search the list to find the number you prefer to use.</p>
<p class="p"><img alt="Adding a number" class="image img-screenshot" id="topic_jhb_1t4_5jb__image_vq2_ts4_5jb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_get_started_2.png"></p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824192026-Adding-Zendesk-Talk-numbers#topic_lj3_2c5_gv" target="_blank">Adding a new number</a>.</p>
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<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_rps_1t4_5jb">
<h3 class="title topictitle3" id="ariaid-title4">Porting an existing number into Zendesk</h3>
<div class="body">
<p class="p">If you have an existing phone number that you use for support calls, you might be
able to port this number to our Zendesk phone service provider, <a class="xref" href="https://www.twilio.com/" target="_blank">Twilio</a>.
Most US and Canadian numbers can be ported. Porting from other countries is
handled on a case-by-case basis and is not guaranteed.</p>
<p class="p">Bear in mind that porting can take a few weeks so plan ahead. When you are ready
to get started, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834776858-Porting-numbers-into-Zendesk-Talk" target="_blank">Porting numbers for Zendesk</a> for full
details.</p>
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<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_zft_1t4_5jb">
<h3 class="title topictitle3" id="ariaid-title5">Forwarding an existing number to Zendesk</h3>
<div class="body">
<p class="p">While you must have a Zendesk phone number, if you have an existing phone number,
you can forward calls from it to your Zendesk phone number. Usually, you'll need
to work with your existing phone service provider to set this up.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824192026-Adding-Zendesk-Talk-numbers#topic_tdk_gc5_gv" target="_blank">Forwarding incoming calls from an existing
number to Zendesk</a>.</p>
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<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_wrc_mps_jnb">
<h3 class="title topictitle3" id="ariaid-title6">Understanding digital lines</h3>
<div class="body">
<p class="p">While you'll still need a Zendesk phone number, Embedded voice enables you to add
a digital line and embed a call button in your mobile app so your customers can
call you seamlessly and immediately, without leaving the app. With a call
button, customers don’t need to know your phone number but can still get access
to your contact center.</p>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408830696090" target="_blank">Understanding Embedded voice</a>.</p>
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<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_hsl_cds_mdc">
<h3 class="title topictitle3" id="ariaid-title7">Understanding SIP-IN lines</h3>
<div class="body">
<p class="p">While you'll still need a Zendesk phone number, SIP-IN lines allow voice calls,
and other communication services to be carried over the Internet. It's like the
language devices use to communicate over internet-based phone systems.</p>
<p class="p">With SIP, you can accomplish the following:</p>
<ul class="ul" id="topic_hsl_cds_mdc__ul_t2g_jds_mdc">
<li class="li" dir="ltr">Call escalation from a virtual agent: Connect a third-party
virtual agent with Zendesk and escalate calls to Zendesk agents when they
cannot resolve their query.</li>
<li class="li" dir="ltr">Bring Your Own Carrier (BYOC): Use local carriers and forward
calls to Zendesk via SIP to operate their business in that country.</li>
<li class="li" dir="ltr">Call forwarding: Forward calls into Zendesk via SIP without paying
PSTN rates for call forwarding.</li>
<li class="li" dir="ltr">Third-party application (external IVR) forwarding: Connect with
partner apps during the call flow, such as an external IVR, to enable a more
complex and integrated service experience.</li>
<li class="li" dir="ltr">Any other cases requiring call forwarding to Zendesk agents.</li>
</ul>
<p class="p">See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8397091234586" target="_blank">Adding a SIP-IN line</a>.</p>
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<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_vh2_fl4_5jb">
<h2 class="title topictitle2" id="ariaid-title8">Step 2: Understanding usage costs</h2>
<div class="body">
<p class="p">A Zendesk phone number costs a fixed amount of money each month. The price will vary
depending on the country where the number is based, and whether the number is local,
mobile, or toll-free. The calculator displays the monthly cost for the number.</p>
<p class="p">The cost varies depending on the plan you have, where your phone number is located,
and the number of calls you make and receive.</p>
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<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_txc_ht4_5jb">
<h3 class="title topictitle3" id="ariaid-title9">Understanding your total costs per month</h3>
<div class="body">
<div class="p">Your total costs for each month are as follows:<ul class="ul" id="topic_txc_ht4_5jb__ul_b3q_dl4_5jb">
<li class="li" dir="ltr">The <a class="xref" href="https://www.zendesk.com/talk/pricing/#pricing" target="_blank">monthly cost for the plan you
purchased</a> for each voice channel agent you have</li>
<li class="li" dir="ltr">The monthly cost for your number</li>
<li class="li" dir="ltr">Any usage costs you incur</li>
</ul>
</div>
<p class="p">If you pay your monthly bill by invoice, you can get <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482-Zendesk-Talk-number-availability-and-pricing#h_b03191e2-5c41-40f5-81bb-9752cb9de841" target="_blank">package discounts</a>.</p>
<p class="p">For more information about pricing and billing, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843695130-Zendesk-Talk-billing-FAQ" target="_blank">Zendesk Talk billing FAQ</a>.</p>
</div>
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<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_dbl_ht4_5jb">
<h3 class="title topictitle3" id="ariaid-title10">Understanding usage costs</h3>
<div class="body">
<div class="p">In addition to the monthly cost for your Zendesk phone number, you'll also incur
usage costs for the following:<ul class="ul" id="topic_dbl_ht4_5jb__ul_c3q_dl4_5jb">
<li class="li" dir="ltr">Receiving inbound calls: A per-minute fee for incoming calls
which includes optional call recording.</li>
<li class="li" dir="ltr">Placing outbound calls: A per-minute fee for outbound calls
based on your country, and the device you use to make calls.</li>
<li class="li" dir="ltr">Recording voicemails: A per-minute fee for recording
voicemails.</li>
<li class="li" dir="ltr">Transcribing voicemails: If enabled, you're charged a
per-minute fee for transcribing voicemails (currently available in
English only).</li>
</ul>
</div>
<p class="p">The calculator you'll find in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846483482-Zendesk-Talk-number-availability-and-pricing" target="_blank">Zendesk phone number availability and
pricing</a> gives you usage costs based on the information you
supply.</p>
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<div aria-labelledby="ariaid-title11" class="topic nested1" id="topic_q1f_fl4_5jb">
<h2 class="title topictitle2" id="ariaid-title11">Step 3: Setting up your network and hardware</h2>
<div class="body">
<p class="p">Ensuring that your network and hardware are ready is key to success. This section
contains a checklist of the things you should work through to ensure you and your
customers have the best experience.</p>
<div class="p" dir="ltr">
<div class="note tip">
<span class="tiptitle">Tip:</span> Be sure to visit <a class="xref" href="https://networktest.twilio.com/" target="_blank">https://networktest.twilio.com</a> for a
great resource from our phone provider Twilio that checks your network bandwidth
to help understand how many agents and calls you can support (look for the
<strong class="ph b">Voice: Test call using PCMU</strong> test). It also tests port and browser
settings. Using this tool can help you understand the work you need to get set
up.<p class="p"><img alt="Twilio test" class="image img-screenshot" id="topic_q1f_fl4_5jb__image_jpb_gmy_zjb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_twilio_test.png" width="850"></p>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Item</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Requirements</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Read more</td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Internet connection and bandwidth</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">To be successful, you need a fast and reliable internet
connection. A hardwired network connection on it's own dedicated
network works best.<p class="p" dir="ltr">Each call needs at least 50kBits/sec
network bandwidth.</p>
</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831417498" target="_blank">Network requirements for voice
support</a></td>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Network traffic</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Your network equipment and firewalls might need to be
adjusted to ensure the right TCP and UDP ports are opened. Your IT
department can help with this.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831417498" target="_blank">Network requirements for voice
support</a></td>
</tr>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Web browsers</td>
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Your web browser must be compatible with <a class="xref" href="https://webrtc.org/" target="_blank">WebRTC
(Web Real-Time Communication)</a>, a browser-based
communication protocol to make calls.</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831417498" target="_blank">Network requirements for voice
support</a></td>
</tr>
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<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Headsets</td>
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Analog headsets (with a 3.5mm plug) generally give the
best call quality. USB and Bluetooth headsets are also great
options. However, if you experience any call quality issues, rule
these headsets out as the cause by testing with an analog
headset.</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">n/a</td>
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<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_prf_fl4_5jb">
<h2 class="title topictitle2" id="ariaid-title12">Step 4: Enabling the voice channel and configuring general settings</h2>
<div class="body">
<p class="p">Once your number is set up, you can enable and configure your voice channel to start
making and receiving calls. To get started, 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>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested1" id="topic_mhg_fl4_5jb">
<h2 class="title topictitle2" id="ariaid-title13">Next steps</h2>
<div class="body">
<p class="p">You're now ready to start <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844104986" target="_blank">placing and receiving calls</a>. If you're new to running a
call center, consider taking a look at <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820557850" target="_blank">best practices for providing voice support</a>. For more
resources, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823838874-Zendesk-Talk-resources" target="_blank">Resources for voice support</a>.</p>
</div>
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