Managing phone line settings

Admins andagents in custom roles with permissioncan manage phone line settings.


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Team, Growth, Professional, Enterprise, or Enterprise Plus










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Talk Team, Professional, or Enterprise









Admins and agents in custom roles with permission can
manage phone line settings.
This article contains the following topics:
Accessing individual line settings
Available settings for phone lines
Changing settings for multiple phone lines
Deleting and recovering lines


Related articles:
Adding phone lines
Managing phone lines




Accessing individual line settings

The settings that you can apply to individual phone lines can be found on the lines
properties page.
To access settings for a phone line

In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
Click the Lines tab.
Click the line you want to view or change settings for.
Make any changes you want using the Available settings for phone lines list below for help.
Once you are finished, click Save changes.

If you have many phone lines, you can use the filter to restrict the numbers that are
shown.




Available settings for phone lines

The following settings are available for phone lines. Settings differ depending on
your plan type and the line type.






Setting
Description
Line type




Nickname
Enter a nickname for the line that will be displayed when you receive
an incoming call. The nickname is required for digital lines.
Phone, digital, SIP-IN


Enable overflow and agent forwarding for this line
Turn on to support overflow and agent forwarding. On digital or SIP-IN
lines, Overflow becomes available only when you turn this option on,
see Managing overflow. Turn off to
keep the line digital-only. Digital lines that don’t include an outbound
number can be used for browser-to-browser and
transfer-to-agent-through-browser calls only.

Digital, SIP-IN



Failover number (Team, Professional, and Enterprise)
If Zendesk Support is unavailable, failover routes all incoming calls
to a designated number so you can keep helping customers with minimal
disruption. Failover isn't automated. On the Enterprise plan, if Zendesk
Support is available to your end users but you can't access it, ask Zendesk Customer Support
to initiate failover. Zendesk will manually initiate failover for you
once a month.


Important: Failover can be activated for a maximum of 24
hours.

The failover number you choose:


Must not be a Zendesk phone number.
Must be able to handle your support call volume, as all incoming
calls are routed to it.
Isn't restricted based on the location of your Zendesk phone
number.
Works only for incoming calls; outgoing calls cannot use the
failover number.




Note: Failover numbers must be entered in E.164 format, see What are the accepted phone
number formats?.


Phone lines only


Allow outbound calls?
Determines whether agents can place outbound calls to customers from
this number. By default, this setting is on. Numbers that have this setting
off won't appear in the call console as an option when agents try to make an
outbound call. Turning this setting off won't stop callbacks because
callbacks are initiated by the system, not by agents.

Phone lines only


Who can make outbound calls

Select which groups can make outbound calls from this number. This
setting is available only when Allow outbound calls? is turned
on.
Only agents in the selected groups can use this number for
agent-initiated outbound calls. Agents who aren’t in those groups won’t
have this number in their list of outbound numbers in the call
console.
Callbacks aren't affected by this restriction because callbacks are
initiated by the system, not by agents.

Phone lines only



Forwarding caller ID


Number displayed to recipients of forwarded calls by IVR or overflow.
Restrictions may block forwarded calls depending on the number you
select, see Configuring caller ID.

Phone lines only



Brand (not available on Suite Team)
If you support multiple brands, you can add and
assign phone numbers for each brand. Calls to and from those numbers will
have the associated brand value on the resulting tickets. For more
information, see Setting up phone numbers for multiple
brands.

Phone, SIP-IN


Associate outbound phone number with a SIP line
If selected, from the drop-down, select the phone number that will be
used to make outbound calls when overflow, callbacks, agent forwarding, or
IVR transfers are used.
SIP-IN lines only



Agent wrap-up after calls? Wrap-up time
limit

For each number, you can turn agent wrap-up on or off. When wrap-up is
on, agents have time after each call to finish adding details to the ticket.
On Professional or Enterprise, you can also limit the amount of time
agents have to wrap up calls for each number from 10 seconds to 20
minutes. If you select No limit, agents must manually leave
wrap-up mode before they are available for another call.
The
wrap-up time in the call console shows the wrap up time left for the
agent. If you changed the wrap-up time setting to No limit, it
shows the amount of wrap-up time used by the agent
instead.

Phone, digital, SIP-IN



Call offering time limit (Enterprise only)
Choose the amount of time that each agent gets to answer a call before
it's placed back in the queue. The amount of time left to answer the call is
displayed in the call console. The time limit is, by default, 30 seconds.
You can click the setting to choose a duration between 15 seconds and 2
minutes.
The maximum queue wait time you configure on the Settings
page takes precedence over the call offering time limit.

Phone, digital, SIP-IN



Create ticket for abandoned calls? (Professional and
Enterprise)
By default, tickets aren't created for abandoned calls. However, you
can choose to activate ticket creation for abandoned calls for each of your
individual numbers. When this setting is on, calls that are abandoned in
the queue, in voicemail, or in IVR result in a created ticket, as long
as a callback number is available. In cases where the caller is
identified as "unknown", no ticket is created.
Note: This setting isn't
available if you’re using omnichannel routing. With
omnichannel routing, while tickets aren't created for calls where
the caller is unknown, tickets are always created for abandoned
calls. If needed, you can create a workflow to
automatically close these tickets.


Phone, digital, SIP-IN



Average wait time message? (Professional and
Enterprise)


When this setting is turned on, a message is played when a caller is
waiting in the queue informing them of the current average wait time.


Phone, digital, SIP-IN



Wait time message language
(Professional and Enterprise)

Use the Wait time message language dropdown menu to choose the language
in which the message will be played.
Phone lines only



Available agents greeting (voicemail on) Available agents
greeting (voicemail off)
Hold
greeting
Wait greeting

Configures various greetings that will be associated with this number.
For more information about greetings, see Managing outgoing
greetings.
Phone, digital, SIP-IN


Enable for Text
If this number is SMS capable, you can activate Zendesk Text. This
allows you to provide both message and voice based support from the same
phone number. See Getting started with
Text.
Phone lines only



Secure media (TLS/SRTP)


Turn on to encrypt SIP signaling with TLS and audio with SRTP for this
SIP-IN line. When activated, non‑encrypted calls to this line are
rejected. With the standard Zendesk Twilio integration, encryption is
negotiated automatically; no need for keys or certificates.


SIP-IN lines only







Changing settings for multiple phone lines

On the Lines page, you can change some settings for multiple lines
simultaneously.
To change the settings for multiple lines

In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
Click the Lines tab.
For each line you want to select, click the country flag next to the number. A
check mark is displayed.

From the "…" drop-down list, choose one of the following actions:

Enable outbound calls: Allow agents to make outbound calls from
the numbers you select.

Disable outbound calls: Stops agents from using the numbers you
select to make outbound calls.

Set as priority number: With priority numbers you can provide
differentiated service to your VIP customers and prioritize urgent or
emergency calls. When you assign a number as a priority number, any
incoming calls to that number are moved to the head of the queue to be
answered before other incoming calls.
Note: If you’re using omnichannel routing to
route calls, call tickets from priority phone numbers are given High
priority instead of going to the head of the queue. Calls to
non-priority numbers are assigned a Normal
priority.


Remove priority: Removes any previously assigned priority from
the selected numbers.








Deleting and recovering lines

You can delete an existing number or digital line if you don't want to use it
anymore. You can't delete your phone number while you're on a suite trial.
To delete a line

In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
Select the Lines tab.
Next to the number you want to delete, click the gear icon ( ), then select Delete.
On the confirmation page, click Delete.

Numbers are removed from your account when your trial expires, your subscription is
canceled, or your account is suspended or deleted. Within 72 hours, you can contact our customer service team to reinstate your
number if you have resolved the issue with your account.


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