How can we help?

Receiving a Call

Follow

With Talkdesk, there are different applications at your disposal to make and receive calls. This article details those options and the features available with each when you receive a call.

 

Conversations

Phone

Callbar (Legacy)

Keypad (Legacy)

 

Note: With Talkdesk Agent Workspace generally available, we announced — on February 21, 2022 —  the End of Life to our legacy Agent products — Main Dialer, Talkdesk Callbar, and associated Agent tabs in Main — which includes the feature(s) described below in this article. You may continue to use the legacy agent products until the EoL date. However, upon the End of Support date, Talkdesk will no longer provide fixes or enhancements to the products, so you should upgrade to Talkdesk Agent Workspace. 

Access the full Announcement here.

Access Talkdesk Agent Workspace documentation here.

 

Conversations

Conversations is an Agent Workspace app that allows users to handle inbound and outbound, voice and digital customer conversations, from their desktop or web browser.

You can learn more about Conversations, including how to access it, here.

mceclip0.png

To accept a call in Conversations, press the Accept call button [1] at the bottom of the page.

When you receive a call, you will be able to see the ring groups associated with the caller and the number the customer is using. A “Context” card may also be visible, containing relevant customer information extracted from Studio.

Badges pertaining to Contacts plus any integration on the Contact Details card are also displayed. Clicking them will pop open the contact's profile in Contacts or the selected integration.

 

Phone

Talkdesk Phone™ is a cloud telephony system for the modern workforce that enables the unification of your business telephony and contact center communications in a single application designed to break down organizational silos.

When you receive a call, the following elements are displayed:

image2.png

  • The call description.
  • The caller’s avatar, with either the caller’s initials if they are part of the account, or a default icon if the caller is unknown.
  • The caller’s description, including all the information available, depending on the caller: name and surname, long number, and extension.
  • The Mute button
  • The Accept and Decline buttons.

 

Callbar (Legacy)

When receiving calls from a known contact using Callbar, you can see the contact’s name and phone number, as well as the Talkdesk number that’s receiving the call (at the top). If the contact is stored with a company name, this will be displayed too.

You will also see the associated ring groups and, if there is badge with the Talkdesk logo or any integration logo (such as Salesforce, Zendesk, or Desk), clicking it will summon the contact's page in Talkdesk or in the integrated platform:

image4.png

You can learn more about using Callbar by following this link.

 

Keypad (Legacy)

In order to be able to receive calls, your agent status needs to be set to Available (you can alter your current status in the right upper corner of Talkdesk Main).

image3.png

When a call is coming in, in addition to hearing the phone ring, you can see which customer is calling on the right side of the screen. In case it’ a new number, the phone number is displayed.

If you have Desktop Notifications enabled, you will also see a pop-up notification letting you know that you have an incoming call.

If you wish to take the call, click the Accept button [1]. If you're busy and cannot take the call, click the Reject button [2].

If you decline the call, depending on your Routing settings, the call might be diverted to another agent, your voicemail or an external phone number, depending on how your administrator configures these settings.

If the caller is a known contact, even before answering a call you can click the caller's name to see all the information related with that contact. This information includes identification data and a list of all previous interactions (including incoming calls, missed calls, calls made, voicemails, notes, and records).

After you accept a call, Call controls appear under the contact’s details. This is where you can accept, decline, and otherwise control a call in progress.

image1.png

Once the call is completed, Talkdesk automatically adds the call details to the corresponding call log.

In case the call is sent to voicemail, the voicemail recording is also added to the caller’s call activity tab within their profile.  

All Articles ""
Please sign in to submit a request.