Talkdesk Office™ is aimed at non-agents, so they can stay connected to the Customer Experience and Contact Center of your company.
Talkdesk Office provides classic and essential calling capabilities while keeping a simple interface for business communications.
- [Preview] October 28, 2026 - Talkdesk Office: Dedicated PSTN Line (DID)
- [Preview] October 13, 2026 - Talkdesk Office: Personal Calls
- February 1, 2023
[Preview] October 28, 2026 - Talkdesk Office: Dedicated PSTN Line (DID)
Note: This feature is available in Preview for selected accounts.
On Wednesday, October 28th, 2026, we will release the Dedicated Public Switched Telephone Network (PSTN) Line for Talkdesk Office. Clients, partners, and vendors who dial a user’s dedicated number reach that person directly, without passing through a main line, a Studio flow, or a queue.
What’s New
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Dedicated PSTN Line (DID) for Talkdesk Office Users: Admins assign a Dedicated PSTN Line, also known as a Direct Inward Dialing (DID) number, in the user’s telephony settings. Incoming calls to that number ring directly on the user’s extension in the Conversations App, bypassing Studio flows and Contact Center queues.
- Dedicated PSTN Line as Outbound Caller ID: Users select their Dedicated PSTN Line before placing an outbound call to a PSTN number, allowing called parties to see the user’s direct number and can call back directly.
- Call Forwarding for Dedicated PSTN Lines: Users with a Dedicated PSTN Line can forward incoming calls using Call Forward All, Call Forward Busy, and Call Forward No Answer.
Resources
For more information, please see Dedicated PSTN Line (DID) in this section.
[Preview] October 13, 2026 - Talkdesk Office: Personal Calls
Important note: This feature is available in Preview for select accounts.
On Tuesday, October 13, 2026, we will start the progressive rollout of Personal Calls for Talkdesk Office: Conversations App. As part of this first feature release, employees outside the Contact Center, such as back-office staff and subject matter experts, will be able to call colleagues directly from the Conversations App without joining a queue. This enables employees who occasionally handle calls to connect with colleagues quickly and easily, without requiring queue access.
What's New
- Personal Calls: Office users call colleagues directly using Extension Dialing or the Colleague Directory. These direct calls, called Personal Calls, aren't queued and support Blind Transfer and consultation with a third party.
Note: Personal Calls aren't recorded and don't appear in Explore, Live, or Contact Center Activities reporting.
Resources
For more information, please see [Preview] Talkdesk Office - Conversations App: Overview in this article.
February 1, 2023
On Wednesday, February 1st, 2023, we will introduce the new Talkdesk Office™. It is aimed at non-agents, such as information and departmental workers, so they can keep a connection with the Customer Experience and Contact Center areas of your company.
Talkdesk Office provides classic and essential calling capabilities by removing unnecessary agent workflows not needed for an office worker while keeping a simple interface for business communications.
What’s included
Talkdesk Office is based on the Conversations app, also providing features from Activities, Contacts, and Voicemails.
With Talkdesk Office, users will enjoy the use of:
- Dedicated lines
- Caller context
- Unified contacts
- Unified Recording and Reporting
- Peer-to-Peer calling and Status available for Agents and Office users
- And more
Note: Talkdesk Office is not intended for Supervisor and/or Administrator roles.
How to install
Talkdesk Office is available for Talkdesk users in all regions. This product requires additional licensing.