Managing phone line settings

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<p id="docs-hc-snippet" style="display: none;">Admins andagents in custom roles with permissioncan manage phone line settings.</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">You can manage phone line settings to control outbound calling, caller ID, wrap-up time, auto-accept, voicemail and hold greetings, brand assignment, Text, and SIP security. You can also update multiple lines at once to enable or disable outbound calls or mark priority numbers for VIP and urgent calls. You can delete unused lines and recover removed numbers within 72 hours in some cases.</p>
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<p class="p">Admins and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">agents in custom roles with permission</a> can
manage phone line settings.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="id_4408823877146__ul_jz5_lg3_ccb">
<li class="li"><a class="xref" href="#access">Accessing individual line settings</a></li>
<li class="li"><a class="xref" href="#settings">Available settings for phone lines</a></li>
<li class="li"><a class="xref" href="#update-bulk">Changing settings for multiple phone lines</a></li>
<li class="li"><a class="xref" href="#delete-recover">Deleting and recovering lines</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="id_4408823877146__ul_pbd_znw_z2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824192026" target="_blank">Adding phone lines</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408881907994" target="_blank">Managing phone lines</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4576052164762" target="_blank">Configuring voice channel
settings</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="access">
<h2 class="title topictitle2" id="ariaid-title2">Accessing individual line settings</h2>
<div class="body">
<p class="p">The settings that you can apply to individual phone lines can be found on the lines
properties page.</p>
<p class="p"><strong class="ph b">To access settings for a phone line</strong></p>
<ol class="ol" id="access__ol_mnj_zkv_dhb">
<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="access__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">Click the <strong class="ph b">Lines</strong> tab. </li>
<li class="li">Click the line you want to view or change settings for.</li>
<li class="li">Make any changes you want using the <a class="xref" href="#settings">Available settings for phone lines</a> list below for help.</li>
<li class="li">Once you are finished, click <strong class="ph b">Save changes</strong>.</li>
</ol>
<p class="p">If you have many phone lines, you can use the filter to restrict the numbers that are
shown.</p>
<p class="p"><img class="image img-screenshot" id="access__image_rtb_xbp_knb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_lines_settings_1.png" width="200"></p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="settings">
<h2 class="title topictitle2" id="ariaid-title3">Available settings for phone lines</h2>
<div class="body">
<p class="p">The following settings are available for phone lines. Settings differ depending on
your plan type and the line type.</p>
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="settings__simpletable_xqv_skv_dhb" summary="">
<col style="width:25.062656641604008%">
<col style="width:49.87468671679198%">
<col style="width:25.062656641604008%">
<thead>
<tr class="sthead">
<th class="stentry" id="d52e154" style="vertical-align:bottom;text-align:left;">Setting</th>
<th class="stentry" id="d52e157" style="vertical-align:bottom;text-align:left;">Description</th>
<th class="stentry" id="d52e160" style="vertical-align:bottom;text-align:left;">Line type</th>
</tr>
</thead>
<tbody>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;"><strong class="ph b">Nickname</strong></td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">Enter a nickname for the line that will be displayed when you receive
an incoming call. The nickname is required for digital lines.</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone, digital, SIP-IN</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;"><strong class="ph b">Enable overflow and agent forwarding for this line</strong></td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">Turn on to support overflow and agent forwarding. On digital or SIP-IN
lines, <strong class="ph b">Overflow</strong> becomes available only when you turn this option on,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832017690" target="_blank">Managing overflow</a>.<p class="p">Turn off to
keep the line digital-only. Digital lines that don’t include an outbound
number can be used for <em class="ph i">browser-to-browser</em> and
<em class="ph i">transfer-to-agent-through-browser</em> calls only.</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Digital, SIP-IN</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<strong class="ph b">Failover number</strong> (Team, Professional, and Enterprise)</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">If Zendesk Support is unavailable, failover routes all incoming calls
to a designated number so you can keep helping customers with minimal
disruption. <p class="p">Failover isn't automated. On the Enterprise plan, if Zendesk
Support is available to your end users but you can't access it, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">ask Zendesk Customer Support</a>
to initiate failover. Zendesk will manually initiate failover for you
once a month. </p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Failover can be activated for a maximum of 24
hours.</div>
</div>
<p class="p">The failover number you choose:</p>
<div class="p">
<ul class="ul" id="settings__ul_kl2_zqv_dhb">
<li class="li">Must not be a Zendesk phone number.</li>
<li class="li">Must be able to handle your support call volume, as all incoming
calls are routed to it.</li>
<li class="li">Isn't restricted based on the location of your Zendesk phone
number.</li>
<li class="li">Works only for incoming calls; outgoing calls cannot use the
failover number.</li>
</ul>
</div>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Failover numbers must be entered in E.164 format, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823756570" target="_blank">What are the accepted phone
number formats?</a>.</div>
</div>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone lines only</td>
</tr>
<tr class="strow" id="settings__outbound">
<td class="stentry" headers="d52e154" style="vertical-align:top;"><strong class="ph b">Allow outbound calls?</strong></td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">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. <p class="p">Turning this setting off won't stop callbacks because
callbacks are initiated by the system, not by agents.</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone lines only</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;"><strong class="ph b">Who can make outbound calls</strong></td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">
<p class="p">Select which groups can make outbound calls from this number. This
setting is available only when <strong class="ph b">Allow outbound calls?</strong> is turned
on.</p>
<p class="p">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.</p>
<p class="p">Callbacks aren't affected by this restriction because callbacks are
initiated by the system, not by agents.</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone lines only</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<p class="p"><strong class="ph b">Forwarding caller ID</strong></p>
</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">
<p class="p">Number displayed to recipients of forwarded calls by IVR or overflow.
Restrictions may block forwarded calls depending on the number you
select, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10183620506394" target="_blank">Configuring caller ID</a>.</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone lines only</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<strong class="ph b">Brand</strong> (not available on Suite Team)</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">If you support <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829476378" target="_blank">multiple brands</a>, 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.<p class="p">For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821946138" target="_blank">Setting up phone numbers for multiple
brands</a>.</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone, SIP-IN</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;"><strong class="ph b">Associate outbound phone number with a SIP line</strong></td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">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.</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">SIP-IN lines only</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<strong class="ph b">Agent wrap-up after calls?</strong><p class="p"><strong class="ph b">Wrap-up time
limit</strong></p>
</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">For each number, you can turn agent wrap-up on or off. When wrap-up is
on, agents whose status is <strong class="ph b">Online</strong> when a call ends have time to
finish adding details to the ticket. Agents in any other status don't enter
wrap-up mode.
<p class="p">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 <strong class="ph b">No limit</strong>, agents must manually leave
wrap-up mode before they are available for another call.</p>
<p class="p">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 <strong class="ph b">No limit</strong>, it
shows the amount of wrap-up time used by the agent
instead.</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone, digital, SIP-IN</td>
</tr>
<tr class="strow" id="settings__autoaccept">
<td class="stentry" headers="d52e154" style="vertical-align:top;"><strong class="ph b">Auto-accept calls</strong></td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">
<p class="p">Turn on to automatically accept incoming calls for agents after the
configured delay. Agents can accept calls manually before the delay
expires, but they can't decline.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> If you turn on auto-accept, the <strong class="ph b">Call offering time limit</strong> is
ignored. </div>
</div>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone lines only</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;"><strong class="ph b">Auto-accept delay</strong></td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">If you turn on <strong class="ph b">Auto-accept calls</strong>, choose how long Zendesk waits
before automatically accepting a call:<ul class="ul">
<li class="li">Immediately (default)</li>
<li class="li">5 seconds</li>
<li class="li">10 seconds</li>
</ul>
<p class="p">This delay gives agents time to view caller information before the
call is connected automatically.</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone lines only</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<strong class="ph b">Call offering time limit</strong> (Enterprise only)</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">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.<p class="p">The time limit is, by default, 30 seconds.
You can click the setting to choose a duration between 15 seconds and 2
minutes.</p>
<div class="p">The maximum queue wait time you configure on the Settings
page takes precedence over the call offering time limit.<div class="note note">
<span class="notetitle">Note:</span> If you
turn on <strong class="ph b">Auto-accept calls</strong>, this setting is
ignored.</div>
</div>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone, digital, SIP-IN</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<strong class="ph b">Create ticket for abandoned calls?</strong> (Professional and
Enterprise)</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">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. <div class="p">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. <div class="note note">
<span class="notetitle">Note:</span> This setting isn't
available if you’re using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a>. 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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5027246725786" target="_blank">create a workflow</a> to
automatically close these tickets.</div>
</div>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone, digital, SIP-IN</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<strong class="ph b">Average wait time message?</strong><p class="p">(Professional and
Enterprise)</p>
</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">
<p class="p">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.
</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone, digital, SIP-IN</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<p class="p"><strong class="ph b">Wait time message language</strong></p>
<p class="p">(Professional and Enterprise)</p>
</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">Use the Wait time message language dropdown menu to choose the language
in which the message will be played.</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone lines only</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<strong class="ph b">Available agents greeting (voicemail on)</strong><p class="p"><strong class="ph b">Available agents
greeting (voicemail off)</strong></p>
<p class="p"><strong class="ph b">Hold
greeting</strong></p>
<p class="p"><strong class="ph b">Wait greeting</strong></p>
</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">Configures various greetings that will be associated with this number.
For more information about greetings, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821594650" target="_blank">Managing outgoing
greetings</a>.</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone, digital, SIP-IN</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;"><strong class="ph b">Enable for Text</strong></td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408823788314" target="_blank">Getting started with
Text</a>.</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">Phone lines only</td>
</tr>
<tr class="strow">
<td class="stentry" headers="d52e154" style="vertical-align:top;">
<p class="p"><strong class="ph b">Secure media (TLS/SRTP)</strong></p>
</td>
<td class="stentry" headers="d52e157" style="vertical-align:top;">
<p class="p">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.</p>
</td>
<td class="stentry" headers="d52e160" style="vertical-align:top;">
<p class="p">SIP-IN lines only</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="update-bulk">
<h2 class="title topictitle2" id="ariaid-title4">Changing settings for multiple phone lines</h2>
<div class="body">
<p class="p">On the Lines page, you can change some settings for multiple lines
simultaneously.</p>
<p class="p"><strong class="ph b">To change the settings for multiple lines</strong></p>
<ol class="ol" id="update-bulk__ol_u3g_dnv_dhb">
<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="update-bulk__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">Click the <strong class="ph b">Lines</strong> tab. </li>
<li class="li">For each line you want to select, click the country flag next to the number. A
check mark is displayed.<p class="p"><img alt="Selecting multiple numbers" class="image img-screenshot" id="update-bulk__image_oy3_znv_dhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_number_settings_1.png"></p>
</li>
<li class="li">From the "<strong class="ph b">…</strong>" list, choose one of the following actions:<ul class="ul" id="update-bulk__ul_ylh_5nv_dhb">
<li class="li">
<strong class="ph b">Enable outbound calls:</strong> Allow agents to make outbound calls from
the numbers you select.</li>
<li class="li">
<strong class="ph b">Disable outbound calls:</strong> Stops agents from using the numbers you
select to make outbound calls.</li>
<li class="li">
<strong class="ph b">Set as priority number:</strong> 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.<div class="note note">
<span class="notetitle">Note:</span> If you’re using <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4409149119514" target="_blank">omnichannel routing</a> 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.</div>
</li>
<li class="li">
<strong class="ph b">Remove priority:</strong> Removes any previously assigned priority from
the selected numbers.</li>
</ul>
<p class="p"><img alt="Performing actions on multiple numbers" class="image img-screenshot" id="update-bulk__image_ovr_14v_dhb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_number_settings_2.png"></p>
</li>
</ol>
<p class="p"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="delete-recover">
<h2 class="title topictitle2" id="ariaid-title5">Deleting and recovering lines</h2>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">To delete a line</strong></p>
<ol class="ol" id="delete-recover__ol_hv3_jgv_dhb">
<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="delete-recover__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">Select the <strong class="ph b">Lines</strong> tab. </li>
<li class="li">Next to the number you want to delete, click the gear icon (<img class="image" id="delete-recover__image_t3x_q5y_4hc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/aiaa_side_settings_icon.png" width="16">), then select <strong class="ph b">Delete</strong>. </li>
<li class="li">On the confirmation page, click <strong class="ph b">Delete</strong>.</li>
</ol>
<p class="p">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 <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank">contact our customer service team</a> to reinstate your
number if you have resolved the issue with your account. </p>
</div>
</div>
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