Voice

How can I create IVR for outside business hours? For example, outside of business hours I would customize a message stating we are closed. To leave a message press 4, or to get a text back press 3, to speak to someone now press 5.  I created the said IVR and it does not seem to fire when numbers are selected - the message just keeps repeating. However when I press 1, it will directly go to VM when ON because it is the default but i want the vm to be number 4.   

Could you please list for me which telephone systems supported by Zendesk talk?

IssueDigital lines do not support IVR and I can not have a web widget without using a digital line. But, I need IVR. End GoalNeed to create a web widget or CTA button with a talk number that supports IVR Any workarounds/suggestions would be helpful!  

Has anyone encountered challenges transferring calls? We had experience transfer failure a couple of times lately.

We have team members overseas who have 3-5 second delays and echos on all of their Zendesk Talk calls.  We have tested with polled VDI connections as well as dedicated VDI connections.  We have changed locations of our server from stateside, to Hong Kong to Japan.  We have tested different browsers and direct connections without a VDI connection.  None of our troubleshooting efforts have eliminated the echo/delay. Is there anyone out there that has had similar issues?  Or knows of a solution?  

Hi there! I can't find the option to enable the auto-answer for our agents. Is there a way to activate it? Has it been already deployed? Regards, Teo

How cna I measure what my agents productivity percentage is in ZD Talk?

In my current VOIP software, I have it configured so when I receive a call, it rings to my *default audio device* (laptop speakers), however when I answer the call, it uses my default *communications devices* (3.5mm headset plugged in via my docking station). This allows me to not be forced to wear my headset every minute of every work day, as I can hear the phone ring via my laptop speakers, put my headset on, and answer the call. I cannot seem to replicate this with ZenTalk. It seems as if ZenTalk uses "default audio device", and that's it... meaning my only options are a) set my laptop speakers as my default audio device and then when I get a call, my laptop speakers ring, but when I answer the call, the audio from the call is also going through the laptop speakers, meaning whenever the user speaks, the mic picks up their voice and echo's it back to them (as well as mine), or b) I set my headset as the default audio device, and then EVERYTHING goes through my headse

This would be awesome for us because currently only voicemails are being created as tickets and we have to manually track abandoned calls.

CTI in our telephony system, use window.open() to pop-up to zendesk ticket page after agent received a call because Zendesk does not allow iframe to Zendesk.But even we specified a window name in window.open(), Zendesk would always popup in new tab for each call. So we've got a lot of tab of Zendesk in browser.Any suggestion to solve this problem?How CTI can popup to Zendesk in same tab for every calls?Thank you very much.

We need more upbeat music while callers are waiting if they don't choose option 1 to leave a message. Are there options?

I constantly get error messages at the top-right corner of my screen saying:  "Zendesk Talk encountered an error.  Try enabling again. (EC5)" If one error pops up I can usually close it out.  But, sometimes four of the messages will pop up and closing one just re-opens a new error with the same message.  Only way to clear the errors is to close the webpage and load a new one.  Very annoying.  Especially since I do not even use Zendesk Talk.  Is there any way to stop these errors, and\or turn off Zendesk Talk all together?

We have an answering service that handles early morning calls (3a - 5a). Once our team arrives in the morning, they begin picking up calls. To get around this, I've attempted the following: OVERFLOW ROUTINGI've set the answering service number as the overflow number during operating hours (which I've set from 3a - 5p).  We did this to prevent overnight calls from being routed to this number.Issue: During standard hours, if all internal agents fail to pickup a call, the call will be unnecessarily forwarded to our answering service. FAKE AGENT SEATWe setup a placeholder agent with a call forwarding # set to the answering service number. We manually toggled all agents offline and turned this account on.  Issue: If the call isn't picked up within 30s, it is routed to voicemail. Are there any other tricks we might be try to forward calls to an external number onl

I did a search and did not see the specific use case so my apologies ahead of time if this is an "easy", "no brainier" that I am missing. This is the setup I want to use: Post a number on a customers page specific to that customers "assigned" representative. When client dials the number posted on their page, I want to ring that agent 1st. If that agent is not available, ring to agent 2. If agent 2 is not available go to Voicemail 1. Any help on suggested setup is greatly appreciated.  All agents will have a unique direct dial number.