This article describes the settings you can apply to individual Zendesk Talk lines. For details about managing general Talk line settings, see管理Zendesk Talk lines. For details about adding new lines, seeAdding Zendesk Talk lines.
Accessing individual line settings
The settings that you can apply to individual Talk lines can be found on the Talk lines properties page.
To access settings for a Talk line
- InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
- Click theLinestab.
- Click the line you want to view or change settings for.
- Make any changes you want using theAvailable settings for Talk lineslist below for help.
- Once you are finished, clickSave changes.
If you have many Talk lines, you can use the filter to restrict the numbers that are shown.
Available settings for Talk lines
The following settings can be configured on theSettingstab of the Talk line properties page. The available settings will differ depending on your Talk plan and the line type you've added:
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 lines and digital lines |
Enable overflow and agent forwarding for this line | If the digital line needs to support overflow and agent forwarding:Select this option so that you can add an outbound number to your digital line setup. With digital lines, theOverflowtab will only become available after you select this option (see管理overflow calls and after-hours routing with Talk). If the digital line doesn’t need to support overflow and agent forwarding:Leave this option disabled. You can create a truly digital call experience with a call button connected to a digital line and no need to include (or worry about) regular phone numbers. Digital lines that don’t include an outbound number can only be used forbrowser-to-browserandtransfer-to-agent-through-browsercalls. |
Digital lines only |
Failover number(Team, Professional, and Enterprise) | In the event that Zendesk Support is unavailable, the failover feature will route all incoming calls to a pre-designated number so you can help your customers with minimal disruption. Failover is an automated process. When the outage is resolved, calls automatically revert back to your Talk number. You can find out if Zendesk Support is experiencing an issue on theZendesk status page. For customers on the Talk Enterprise plan, if Zendesk Support is available to your end-users but you are unable to access it (you’re experiencing a localized internet outage, for instance), you can request to have failover manually initiated bycontacting customer support. Zendesk will manually initiate failover for you once a month.
Important:Failover can be enabled for a maximum of 24 hours.
The failover number you choose:
Note:Failover numbers must be entered in e.164 format. For more information, seeWhat are the accepted phone number formats for Talk?in our Support tech notes.
|
Phone lines only |
Allow outbound calls? | Determines whether agents can place outbound calls to customers from this number. By default, this setting is enabled. Numbers that have this setting disabled won't appear in the call console as an option when agents try to make an outbound call. | Phone lines only |
Brand(Professional (add-on) and Enterprise) | If you supportmultiple 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, seeSetting up Talk numbers for multiple brands. |
Phone lines only |
Agent wrap-up after calls? Wrap-up time limit |
For each number, you can enable or disable agent wrap-up. When wrap-up is enabled, Talk agents have time after each call to finish adding details to the ticket. With Talk 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 selectNo limitb,代理商必须手动离开总结性的模式efore 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 toNo limit, it shows the amount of wrap-up time used by the agent instead. |
Phone lines and digital lines |
Call offering time limit(Enterprise only) | Enables you to choose the amount of time that each agent gets to answer a call before it is placed back in the queue. The amount of time left to answer the call is displayed in the Talk 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 theSettingspage takes precedence over the call offering time limit. |
Phone lines and digital lines |
Create ticket for abandoned calls?(Professional and Enterprise) | By default, tickets aren't created for abandoned calls. However, you can choose to enable ticket creation for abandoned calls for each of your individual numbers.
When this setting is enabled, 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 is not available if you’re usingomnichannel routing. With omnichannel routing, tickets are always created for abandoned calls. If needed, you cancreate a workflowto automatically close these tickets.
|
Phone lines and digital lines |
Average wait time message? | Enable this option to play a message to callers on hold or, for Talk Professional and Enterprise, requesting a callback from queue, informing them of the current average wait time. This message plays only when the average wait time is over two minutes long.
Note:The average wait time message is available in English only. |
Phone lines and digital lines |
Available agents greeting (voicemail on) 可用的代理问候(语音信箱) Hold greeting Wait greeting |
Configures various greetings that will be associated with this number. For more information about greetings, see管理outgoing greetings. | Phone lines and digital lines |
Enable for Text | If this number is SMS capable, you can enable it for Zendesk Text, allowing you to provide both SMS and phone support from the same number. For details about providing SMS support with Zendesk Text, seeGetting started with Text. | Phone lines only |
Changing settings for multiple Talk lines
From theLinestab of the Talk settings page, you can change some settings for multiple lines simultaneously.
To change the settings for multiple lines
- InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
- Click theLinestab.
- 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 usingomnichannel routingto route calls, call tickets from priority phone numbers are given High priority instead of going to the head of the queue.
- 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
- InAdmin Center, clickChannelsin the sidebar, then selectTalk and email > Talk.
- Select theLinestab.
- Next to the number you want edit settings for, click the menu icon, then select删除.
- Click删除in the window that appears.
Zendesk Talk numbers are removed from your account when your trial expires, your Talk subscription is canceled, or your account is suspended or deleted. Within 72 hours, you cancontact our customer service teamto reinstate your Talk number if you have resolved the issue with your account.
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