Evaluating voice in your Zendesk Suite trial account

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<p id="docs-hc-snippet" style="display: none;">This part of theZendesk Suite trial evaluation guidehelps you evaluate voice features in the Zendesk Suite to see how they'll work for you. Your trial is on the Professional plan.</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">This trial guide helps you test voice support by placing and answering calls, creating tickets from calls, setting agent wrap-up time, configuring call recording, and using conference calling to bring in another agent. It shows you how voice can help you track conversations, manage follow-up work, and handle call transfers, with notes on trial limits and recording consent.</p>
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<p class="p">This part of the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839376154" target="_blank">Zendesk Suite trial evaluation guide</a> helps you
evaluate voice features in the Zendesk Suite to see how they'll work for you. Your trial
is on the Professional plan. </p>
<p class="p">You can add another dimension to your support experience by enabling customers to call or
text you with their problems. Calls and texts become tickets so you have a record of all
communication. </p>
<p class="p">Follow the steps in this guide to try out voice features. Each task typically takes less
than 10 minutes to complete. </p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Text messaging is not available for trial accounts.</div>
</div>
<p class="p">This article contains the following sections</p>
<ul class="ul" id="id_4408824031258__ul_ac4_ncd_xmb">
<li class="li"><a class="xref" href="#topic_rwv_hdd_xmb">Step 1: Place and receive a call</a></li>
<li class="li"><a class="xref" href="#topic_fpx_ncd_xmb">Step 2: Configure agent wrap-up time</a></li>
<li class="li"><a class="xref" href="#topic_kyw_hdd_xmb">Step 3: Configure call recording</a></li>
<li class="li"><a class="xref" href="#topic_kxj_sgd_xmb">Step 4: Use conference calling to transfer to another agent</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_rwv_hdd_xmb">
<h2 class="title topictitle2" id="ariaid-title2">Step 1: Place and receive a call</h2>
<div class="body">
<p class="p">When you started your trial you were given a number so you can jump right in and
start testing. If you want to purchase a different number, or use your own phone
number, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824192026" target="_blank">Adding Zendesk phone numbers</a>.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> You can't add more phone numbers while you're on a trial plan.</div>
</div>
<p class="p"><strong class="ph b">Try it out</strong></p>
<p class="p">Try placing an outbound call from Zendesk, then try answering an incoming
call. The best way to try out answering a call is to dial your Zendesk phone number
from another phone. You can see your number at the bottom of the call console.</p>
<p class="p"><strong class="ph b">To place a call</strong></p>
<ol class="ol" id="topic_rwv_hdd_xmb__ol_t55_ndd_xmb">
<li class="li">Click the Voice icon (<img class="image" id="topic_rwv_hdd_xmb__image_v2x_5xw_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_icon.png">) on the right side of the toolbar.</li>
<li class="li">Click the dial pad icon, enter the phone number you want to call, and
then click <strong class="ph b">Call.</strong><p class="p"><img class="image img-screenshot" id="topic_rwv_hdd_xmb__image_ald_jtf_1nb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_eval_11.png" width="200"></p>
</li>
<li class="li">When you’re finished with the call, click <strong class="ph b">End</strong>.</li>
</ol>
<p class="p"><strong class="ph b">To answer a call</strong></p>
<ul class="ul" id="topic_rwv_hdd_xmb__ul_exc_ntf_1nb">
<li class="li">To answer the call, click <strong class="ph b">Accept</strong> in the call console.</li>
</ul>
<p class="p"><img class="image" id="topic_rwv_hdd_xmb__image_l3m_jyw_cfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_console_incoming.png" width="200"></p>
<p class="p">When you receive a call, you’ll see who’s calling in the call console and
hear the phone ring. When you accept the call, the call console begins recording the
call (see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824031258#topic_kyw_hdd_xmb" target="_blank">Step 3: Configure call recording</a>) and a
ticket is created.</p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> How was the quality of your first calls? If you're having any
problems, start by reading <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827987482" target="_blank">Preparing to offer voice support</a>. If
you were unable to place or receive a call, you might need to work with your
network team. The information in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831417498" target="_blank">Network requirements for voice support</a>
will help.</div>
</div>
<p class="p"><strong class="ph b">Learn more</strong></p>
<div class="p">
<ul class="ul" id="topic_rwv_hdd_xmb__ul_lsn_wfd_xmb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821359002-Receiving-incoming-calls" target="_blank">Receiving incoming calls</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836235162-Making-outbound-calls" target="_blank">Making outbound calls</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821196314" target="_blank">Getting started with voice
support</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_fpx_ncd_xmb">
<h2 class="title topictitle2" id="ariaid-title3">Step 2: Configure agent wrap-up time</h2>
<div class="body">
<p class="p">After a call, agents often need a few minutes to update details on the call
ticket or to take notes. This is known as agent wrap-up time and is applicable only
if the agent is Online for voice. By default, agents have unlimited wrap-up time
after a call, until they are ready to make themselves available to take new calls in
the call console. However, you can adjust the wrap-up time agents have or even
deactivate it.</p>
<p class="p"><img class="image img-screenshot" id="topic_fpx_ncd_xmb__image_hcz_5tf_1nb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_available_new_calls.png"></p>
<p class="p"><strong class="ph b">Plan it</strong></p>
<p class="p">As an admin, you can allow agents to take as much wrap-up time as they need, or you
can configure the length of time agents have to wrap up calls. If you set a time
limit, agents are automatically available for calls when the time expires.
Additionally, you can deactivate it completely, if you want. Think about what makes
sense for your team.</p>
<p class="p"><strong class="ph b">Try it out</strong></p>
<p class="p">In this trial, try setting a wrap-up time limit so that agents are automatically
available for calls if they don’t click the <strong class="ph b">Available to take new calls</strong>
button within five minutes.</p>
<p class="p"><strong class="ph b">To set agent wrap-up time</strong></p>
<ol class="ol" id="topic_fpx_ncd_xmb__ol_zdl_ztf_1nb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fpx_ncd_xmb__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the Settings page, click the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Click your phone number.</li>
<li class="li">On the number settings page, click the <strong class="ph b">Settings</strong> tab.</li>
<li class="li">From the list of settings, ensure <strong class="ph b">Agent wrap-up after calls?</strong> is
enabled and set the <strong class="ph b">Wrap-up time limit</strong> to the amount of time you want the
agent to have to wrap-up calls.<p class="p"><img class="image img-screenshot" id="topic_fpx_ncd_xmb__image_mks_c5f_1nb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_eval_12.png"></p>
</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
<p class="p">The agent now becomes available for new calls once the time you configured
elapses.</p>
<p class="p"><strong class="ph b">Learn more</strong></p>
<div class="p">
<ul class="ul">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823877146" target="_blank">Managing phone number
settings</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828410394" target="_blank">Ending calls in Zendesk</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_kyw_hdd_xmb">
<h2 class="title topictitle2" id="ariaid-title4">Step 3: Configure call recording</h2>
<div class="body">
<p class="p">When you enable call recording, all calls are recorded by default and
attached to the ticket associated with the call. However, you can turn off recording
for any number, give callers the ability to opt-in or opt-out of call recording, or
temporarily pause call recording.</p>
<p class="p"><strong class="ph b">Plan it</strong></p>
<p class="p">Take some time to read about the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank">available call recording settings</a> and how you want to
configure them. You must also ensure that you understand any local laws in your
country about recording calls. For example, most countries require you to inform the
caller that the call is being recorded, but some countries require that you
explicitly ask the caller for consent to record the call. Before you start recording
calls, consult your legal department to ensure that the recording settings you want
to use are OK.</p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> You are responsible for using the recording features in
Zendesk in compliance with all applicable laws. Certain jurisdictions may
require End-User and/or Agent consent prior to initiating a recording.
By enabling call recording, you agree that you have received such
consent.</div>
</div>
<p class="p"><strong class="ph b">Try it out</strong></p>
<p class="p">For this trial, you’ll try configuring some of the call recording settings. </p>
<p class="p"><strong class="ph b">Configure call recording settings</strong></p>
<ol class="ol" id="topic_kyw_hdd_xmb__ol_tz4_dsf_1nb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_kyw_hdd_xmb__d8e981" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">On the Settings page, click the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Click your phone number.</li>
<li class="li">On the number settings page, click the <strong class="ph b">Call recording</strong> tab.</li>
<li class="li">Configure the call recording options as required. <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank">Read Managing call reporting options</a>
to help you understand the available options. </li>
<li class="li">When you’ve finished configuring recording settings, click <strong class="ph b">Save
changes.</strong>
</li>
</ol>
<p class="p"><strong class="ph b">Learn more</strong></p>
<div class="p">
<ul class="ul">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831738266" target="_blank">Managing call recording
options</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838605210" target="_blank">Understanding call recording permissions
(opt-in and opt-out)</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408820271002" target="_blank">Pausing and resuming call recordings with
agent recording controls</a></li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_kxj_sgd_xmb">
<h2 class="title topictitle2" id="ariaid-title5">Step 4: Use conference calling to transfer to another agent</h2>
<div class="body">
<p class="p">Sometimes, while you are taking a call, it can be useful to consult another person (a
third-party). This person can be another agent, an end user, or an external number.
You can put the caller on-hold while you speak to the third-party, or transfer the
call to the third-party. Additionally, you can also invite the third-party into a
conference call.</p>
<p class="p"><strong class="ph b">Try it out</strong></p>
<p class="p">In this example, you’ll add another agent to a test call. Before you start, ask one
of the agents you’ve added to the account to set their status to online. That way
you’ll be able to conference in that agent on your test call. You’ll need to
initiate the call (as an end user) to your Zendesk number from an outside line to
start the test call.</p>
<p class="p"><strong class="ph b">To add another agent to a call</strong></p>
<ol class="ol" id="topic_kxj_sgd_xmb__ol_cxp_kly_xmb">
<li class="li">During a call, click the <strong class="ph b">Transfer</strong> icon (<img class="image" id="topic_kxj_sgd_xmb__image_jhd_r4j_bkc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_transfer_icon.png" width="16">).<p class="p"><img class="image img-screenshot" id="topic_kxj_sgd_xmb__image_dxp_kly_xmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_transfer_button.png"></p>
</li>
<li class="li">Start typing the agent’s name or phone number, then click the agent’s name when
you find the right agent.<p class="p"><img class="image img-screenshot" id="topic_kxj_sgd_xmb__image_exp_kly_xmb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/talk_transfer_search.png"></p>
</li>
<li class="li">When the agent answers, you can consult before clicking one of the buttons to
add the agent to the call, transfer the call to the agent, or cancel to
reconnect with the end user.<p class="p">You, the end user, and the agent can
now talk.</p>
<p class="p"><strong class="ph b">Learn more</strong></p>
<div class="p">
<ul class="ul">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831823514-Analyzing-call-activity-with-the-Talk-Professional-dashboard" target="_blank">Analyzing call
activity</a>
</li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836444442" target="_blank">Adding a third-party to a
conference call</a></li>
</ul>
</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_pxn_5dw_xyb">
<h2 class="title topictitle2" id="ariaid-title6">What's next?</h2>
<div class="body">
<p class="p">Congratulations! You've completed your trial evaluation tasks for voice. There’s
plenty more you can explore on your own. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823838874" target="_blank">Resources for voice support</a>.</p>
<p class="p">To get the most out of your Suite trial:</p>
<ul class="ul" id="topic_pxn_5dw_xyb__ul_qxj_12w_xyb">
<li class="li">Set up other channels for your account. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408839376154" target="_blank">Evaluating your Zendesk trial
account</a>.</li>
<li class="li">Check out the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881507098" target="_blank">Launch guide for Zendesk Suite
products</a>
</li>
</ul>
</div>
</div>
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