Using the Contact Center agent interface and configuring voice preferences

<body>
<p id="docs-hc-snippet" style="display: none;">TheZendesk Agent Workspaceis your interface to handle customer contacts and associated work.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_contact-center">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Contact Center</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Use the Contact Center agent interface to handle calls, access call controls from tickets, and set voice preferences like softphone or deskphone, audio devices, ringtones, browser notifications, missed-call behavior, and Jabra call control. You also need supported browsers, headset, and workstation requirements to use voice features and troubleshoot call issues.</p>
</div>

<div class="body">

<p class="p">The <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821259930" target="_blank">Zendesk Agent Workspace</a> is your interface to
handle customer contacts and associated work.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="topic_tvf_3jg_njc__ul_w1g_lfn_wgc">
<li class="li"><a class="xref" href="#sys-reqs">Understanding Contact Center system requirements</a></li>
<li class="li"><a class="xref" href="#call-console">Accessing the call console</a></li>
<li class="li"><a class="xref" href="#call-controls">Accessing ticket call controls</a></li>
<li class="li"><a class="xref" href="#call-settings">Configuring voice preferences</a></li>
<li class="li"><a class="xref" href="#call-connect">Accessing the Connect agent workspace</a></li>
</ul>
<div class="p">Related articles:<ul class="ul" id="topic_tvf_3jg_njc__ul_opd_5qg_njc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408827107226" target="_blank">Documentation resources for the Zendesk Agent
Workspace</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="sys-reqs">
<h2 class="title topictitle2" id="ariaid-title2">Understanding Contact Center system requirements</h2>
<div class="body">
<p class="p">Zendesk has base system requirements for operating systems, memory, network
bandwidth, and supported browsers as detailed in <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408893306010" target="_blank">Zendesk system requirements</a>. Because Amazon Connect
<a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/connect-supported-browsers.html" target="_blank">doesn’t support Safari</a>, the supported
browsers for Contact Center are the latest 2 versions of Chrome, Edge, and
Firefox.</p>
<p class="p">As an agent, you must also meet Amazon’s <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/ccp-agent-hardware.html" target="_blank">Agent headset and workstation requirements for
using Contact Control Panel (CCP)</a>. </p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="call-console">
<h2 class="title topictitle2" id="ariaid-title3">Accessing the call console</h2>
<div class="body">
<p class="p"><strong class="ph b">To access the call console</strong></p>
<ul class="ul" id="call-console__ul_cyz_1ng_njc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click the <strong class="ph b">Voice</strong> icon
(<img class="image" id="call-console__image_csd_5jg_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_phone_icon.png">) in the top bar. <p class="p"><img class="image img-screenshot" id="call-console__image_k1b_1ng_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_callconsole_alt.png" width="650"></p>
<p class="p">You can use the dialpad to make a call. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10904751873690" target="_blank">Making outbound calls in Contact
Center</a>.</p>
<p class="p"><img class="image img-screenshot" id="call-console__image_njj_mrg_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_callconsole_dialpad_aus.png" width="300"></p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="call-controls">
<h2 class="title topictitle2" id="ariaid-title4">Accessing ticket call controls</h2>
<div class="body">
<p class="p">When you're on a call, you can access the call controls for the ongoing call at the
top of the associated ticket.</p>
<p class="p"><strong class="ph b">To access the call controls in the ticket</strong></p>
<div class="p">
<ul class="ul" id="call-controls__ul_qgm_cng_njc">
<li class="li">Access the controls at the top of the ticket.</li>
</ul>
</div>
<p class="p"><img class="image img-screenshot" id="call-controls__image_fbc_mpg_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_ticket_callcontrols.png" width="600"></p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="call-settings">
<h2 class="title topictitle2" id="ariaid-title5">Configuring voice preferences</h2>
<div class="body">
<p class="p">Configure your agent voice preferences to choose how you answer calls and which audio
devices you use.</p>
<p class="p"><strong class="ph b">To configure voice settings</strong></p>
<ol class="ol" id="call-settings__ol_mz3_jjg_njc">
<li class="li">
<p class="p">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click your profile icon
in the top right corner, then select <strong class="ph b">Manage profile</strong>.</p>
</li>
<li class="li">
<p class="p">Click the <strong class="ph b">Voice preferences</strong> tab.</p>
</li>
<li class="li">
<p class="p">Configure the following settings:</p>
<ul class="ul" id="call-settings__ul_nz3_jjg_njc">
<li class="li">
<p class="p"><strong class="ph b">General settings</strong></p>
<ul class="ul" id="call-settings__ul_oz3_jjg_njc">
<li class="li">
<p class="p"><strong class="ph b">Select a phone type</strong>:</p>
<ul class="ul" id="call-settings__ul_wxh_4hh_zjc">
<li class="li">
<strong class="ph b">Softphone</strong>: Answer calls using your browser.</li>
<li class="li">
<strong class="ph b">Deskphone</strong>: Answer calls using your phone,
including mobile phone.</li>
</ul>
</li>
<li class="li">
<p class="p"><strong class="ph b">Automatically close missed calls</strong>, to determine when
Zendesk automatically closes missed or abandoned calls:</p>
<ul class="ul" id="call-settings__ul_b2r_g3h_zjc">
<li class="li"><strong class="ph b">Never</strong></li>
<li class="li"><strong class="ph b">After 30 seconds</strong></li>
<li class="li"><strong class="ph b">After 2 minutes</strong></li>
<li class="li"><strong class="ph b">After 5 minutes</strong></li>
</ul>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Download logs</strong>: Access the Amazon Connect Customer logs to
troubleshoot telephone issues. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10253969891482" target="_blank">How to access and analyze agent logs
in Contact Center</a>.</li>
<li class="li">
<p class="p"><strong class="ph b">Audio settings</strong></p>
<ul class="ul" id="call-settings__ul_pz3_jjg_njc">
<li class="li">
<p class="p"><strong class="ph b">Microphone device</strong>: Select the device used to speak
with callers. The system default microphone or a custom
microphone configured on your computer.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Speaker</strong>: Select the device used to listen to callers.
The system default speaker or a custom speaker configured on
your computer.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Ringtone</strong>: Select the sound you want to hear to alert
you of an incoming contact. The default ringtone or a custom
ringtone. You can play a preview to hear the selected
ringtone.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Ringtone volume</strong>: Set the ringtone volume. If the
ringtone volume is still too low at the maximum setting,
increase your system volume.</p>
</li>
</ul>
</li>
<li class="li">
<strong class="ph b">Turn on browser notifications</strong>: Receive Zendesk notifications for
incoming calls. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459091042970" target="_blank">Configuring Contact Center browser
notifications</a>.</li>
<li class="li">
<strong class="ph b">Jabra Call Control</strong>: Control call functions directly from your
Jabra device.</li>
</ul>
</li>
</ol>
<p class="p"><img class="image img-screenshot" id="call-settings__image_llj_b4g_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_profile_voiceprefs.png" width="800"></p>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="setup-jabra">
<h3 class="title topictitle3" id="ariaid-title6">Configuring your Jabra device</h3>
<div class="body">
<p class="p">Contact Center supports Jabra devices so that you can control call functions
using the buttons on your Jabra device.</p>
<div class="p">
<strong class="ph b">To set up your Jabra device</strong><ol class="ol" id="setup-jabra__ol_lfx_s5q_zjc">
<li class="li">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Support</a>, click your profile
icon on the top right, then select <strong class="ph b">Manage profile</strong>.</li>
<li class="li">Click the <strong class="ph b">Voice preferences</strong> tab.</li>
<li class="li">Click <strong class="ph b">Jabra Call Control</strong>.</li>
<li class="li">In the pop-up window indicating that your instance wants to connect to a
device, select your Jabra device.<p class="p"><img class="image img-screenshot" id="setup-jabra__image_tcl_zyq_zjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_profile_voiceprefs_jabra_device_connect.png" width="350"></p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Connect</strong>.</p>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="call-connect">
<h2 class="title topictitle2" id="ariaid-title7">Accessing the Connect agent workspace</h2>
<div class="body">
<p class="p">You might want to access your Amazon Connect Customer workspace.</p>
<p class="p">To access your Amazon Connect Agent Workspace, navigate to:</p>
<p class="p"><code class="ph codeph">https://&lt;your zendesk
subdomain&gt;.my.connect.aws/contact-handling</code>.</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/10879034148890",
"url": "https://support.zendesk.com/hc/en-us/articles/10879034148890",
"headline": "Using the Contact Center agent interface and configuring voice preferences",
"description": "You can access the contact center agent interface, review call controls, and configure voice settings such as phone type, audio devices, notifications, and Jabra Call Control.",
"articleSection": "Using Contact Center",
"datePublished": "2026-06-08T14:14:44+00:00",
"dateModified": "2026-07-22T22:00:25.209702+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/10879034148890"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Contact Center",
"@id": "https://support.zendesk.com/hc/en-us/sections/9248688983706"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>