Activating the voice channel and configuring general settings




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This article describes how to activate the voice channel and configure general settings. Be sure
to read Preparing to offer voice support first to
ensure your hardware and network are ready.
This article contains the following topics

Activating the voice
channel
Voice channel general
settings
Re-activating the voice
channel
Next steps



Activating the voice channel

Before you can start using the voice channel, you need to turn it on, then configure
some settings that will apply to all of your calls.
To activate the voice channel

In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
On the welcome page, click Get Started.
On the Your number page, review your assigned number, then click
Next.
You can purchase additional numbers or port an existing number
later, if you want to. If you are on a trial version you can use the
assigned number only or add a digital line.


Note: If you see a list of numbers on this page, you can choose a number
from the list, change the country or number type, or search for a
specific number if you'd like.


On the Who will answer the calls page, select which agents can handle
calls. You can choose from:

Everyone: Any agent

Only Me: Only you

Specific Users: A new page opens on which you can choose the
agents who will have access


Click Next.
On the Let's try your new number page, follow the on-screen steps to
simulate a call or click Skip this step.
If you simulated a call, click Check out the ticket to access the ticket
created from the call or click Finish.
Configure general settings as needed, then click
Save.




Voice channel general settings

On the Settings tab, configure the general settings to your requirements. For
information about the other settings you can configure, see Configuring voice channel settings.









Setting
Description




Enable Talk
Select to activate the voice channel.


Maximum queue size
Your call queue size determines how many incoming calls will
be kept waiting for an available agent, whether on hold or in
the callback queue, before being sent to voicemail (or an
overflow number if it's configured and voicemail is off). You
can select from a range of queue sizes, including 0,
2, 5, 10, or 15. If you use
Professional or Enterprise, you can also select additional
queue sizes up to 1,500.
If you need a larger
queue size, contact us with
your use case, and we'll evaluate your request (Professional
and Enterprise plans only).
A maximum queue size of 0
prevents end users from submitting a callback request in the
Web Widget (Classic).



Maximum queue wait time

Callers who wait longer than the time specified
in the maximum queue wait time are sent to voicemail.
Callers can dial 1 at any time to go straight to voicemail
(if on). If voicemail is off, the caller will hear a
greeting, then the call will end. Maximum queue wait time is
ignored after a call is transferred.
The
maximum queue wait time takes precedence over the Call
offering time limit setting.
You can select from
a range of wait times between 1 and 20 minutes (or
1 and 60 minutes if you are on an Enterprise
plan). If you need a longer wait time, contact us with
your use case, and we'll evaluate your request (Professional
and Enterprise plans only).



New live call recordings are public?
Selecting this option allows the requester to access
recordings from live calls that are added to tickets. For more
information, see Managing
call recording options.


Agent confirmation when forwarding?

When agents forward calls to their phones, this option
requires agents to press a key before the call is connected
to indicate that a person is answering the call and not an
automated voicemail. This prevents calls from forwarding to
an agent's personal voicemail if they do not answer.
Forwarded calls not answered with a key confirmation are
routed to voicemail and recorded in a ticket.
If your agents forward calls to a phone system where personal
voicemail boxes are not an issue, you can disable this
option so that agents are immediately connected to callers
when they answer.



Transcribe and summarize call recordings on
tickets
For calls that are recorded, you can help your agents with
auto generated transcripts and summaries. To configure this and
associated options, see Using generative AI to create
call summaries and transcripts on tickets.


Transcribe and summarize call recordings for Zendesk
QA
Select to send call transcripts and summaries to Zendesk QA
so that reviewers don't have to listen to entire recordings to
evaluate calls. See Activating Voice
QA.








Re-activating the voice channel

Deactivated accounts do not display the call icon, as the setting is turned off by
default when the account is deactivated.


On the sidebar, click Text & Talk.
Open the Summary tab.
In the Summary table, find the account you want to reactivate, then
click Activate. The call icon will now appear for agents who have
access.






Next steps



Adding Zendesk phone numbers
Configuring voicemail options




