Configuring voice channel settings

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Your account comes with a phone number, so you can start using it right away. However, there are many additional settings you can configure to get the setup you want.

This article contains the following sections:

Accessing the Talk settings page

About the settings tabs

Accessing the Talk settings page

Settings include options to manage voicemail, lines, blocked numbers, and more.

In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.

Click each tab and configure the related settings as needed.

When you are finished, save your changes.

About the settings tabs

Settings are organized in the following tabs:

Settings - Turn the voice channel on or off and configure high-level settings such as the call queue and live call recordings. See Enabling the voice channel and configuring general settings.

Lines - Set up at least one line from which to make and receive calls. The settings on this tab enable you to add and configure phone, digital, and external lines. See Adding phone lines.

Business verification - Each country you deal with might have requirements setting up a number for phone support. This tab helps you to understand the requirements for each country. You can supply any supporting information and upload documentation Zendesk will need to supply to verify your business. See Verifying your business for purchasing a Zendesk phone number.

Addresses - When you purchase a phone number, regulatory requirements sometimes need you to provide an address before you can use it. Use this tab to add any addresses you need. See Adding an address for a phone number.

Greetings - Configure the greetings that a customer hears when they call you. The greetings you can configure include voicemail, IVR, hold, and more. See Managing outgoing greetings.

Blocked numbers - Block unwanted or spam calls. You can block incoming calls from either a single number, or use conditions to block multiple numbers simultaneously. See Blocking unwanted callers.

IVR - Configure multi-level interactive voice response (IVR), or phone trees. With an IVR, you can route customers to the right agent or department, provide recorded responses for frequently asked questions, and deflect calls by allowing callers to switch from a live call to a text message. See Routing incoming calls with IVR.

Widget - Integrate with the Web Widget (Classic). You can add a Request a callback button that enables customers to submit a request for a call from an agent or a Call us button that uses a digital line to enable customers to initiate a call to an agent. See Configuring voice options in Web Widget.

Dashboard - Find details about your current queue activity, account-wide activity for the current day, and individual agent activity. If you have permissions, you can also change an agent’s online state. See Analyzing call activity with the Talk dashboard.

History - Display your usage statistics, transaction records, and remaining credits. See Zendesk phone number availability and pricing.

Important: This tab is being replaced by the usage charges tab. It’s currently still available to give you time to migrate any custom reports to the usage charges tab, which contains the most up-to-date information.

Usage charges - View charges between a start date and end date you specify. You can see your total account balance and the history of your calls and text messages including the cost for each one. See Reviewing your usage charges for voice.