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Creating a Hotlist of External Favorite Phone Numbers

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Talkdesk allows agents to initiate calls, transfer or add to ongoing calls their favorite business contacts with one click, using a Hotlist.

To accomplish this, Talkdesk admins simply need to compile a Hotlist of External Favorite Phone Numbers.

Once the Hotlist is compiled, agents can select the desired external phone number from a dropdown Hotlist menu, after selecting the Transfer or 'Add Guest' button while on a call.

To compile a Hotlist of External Favorite Phone Numbers in Talkdesk, please follow these instructions:

External_Favorites.png

  • Log in to your Talkdesk account as an Administrator.
  • Click the 'Admin' section [1].
  • Select the 'Preferences' tab [2].
  • Scroll down to the 'Agent Workflow' section.
  • In 'External Favorites', click the 'here' link [3].

Favorite_Phone_Numbers.png

  • Type in the name and phone number of the contact you want to add to your Hotlist [4].
  • You can add as many phone numbers as you wish by clicking the 'Add Phone Number' link [5].

Note: If the device you’re forwarding to has an extension, you can make use of the 'Ext.' field. For example, if 205-444-5555 has an extension #1212, you can type in 1212 on the Ext. box so it is also automatically dialed. This feature will only work if you are calling using Talkdesk Keypad in the browser, but will not work when using Callbar.

Also, during a warm transfer, if a machine answers the call, calls get routed back to Talkdesk instead of ending on the agent’s personal mobile or external phones’ voicemails.

By placing an asterisk (*) symbol instead into the extension field of the external number, you can disable AMD for that number and, as such, "force" calls onto that external number, regardless of any machine answering it.

  • To remove a number from the list, simply click the "x" [6] next to it.
  • Once you have finished, click 'Save' [7].

Your favorite external phone numbers are now stored into a Hotlist and your agents can access it by simply clicking the Address Book next to the Call button and selecting the 'Favorites' tab in Callbar:

Favorites.png

Also, when agents are on a call, these numbers are available for call transfers and conferencing, after selecting the Transfer button or 'Add Guest':

Favorites-Transfer.png

Agents can also access this Hotlist of external favorite phone numbers using the Keypad in Talkdesk main web application, by clicking the clicking the 'Call External Number' [8] link and then selecting the star next to the number field [9]:

Transfer_to_external_favorite.png

Learn more about call transfers and call conferencing using Callbar, and call transfers and call conferencing using Talkdesk main web application.

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Comments

  • Avatar
    Sara Costa

    Hi @Kris, to remove a contact from the list, simply click the "x" next to it (see step 6 above). In case you do not see this option, try clearing your cache and cookies: https://support.talkdesk.com/hc/en-us/articles/115000420746-Clearing-the-cache-and-Hosted-App-Data

  • Avatar
    Kris Kluzak

    Thanks Sara, but even after clearing the cookies and cache there was no 'x' that showed up. I am using Chrome. What I had to do instead was go into a different browser to see the 'x'.

  • Avatar
    Sara Costa

    Thank you for confirming Kris. It should definitely work with Chrome too, since this is our recommended browser for best experience and call quality. In case the issue still persists in Google Chrome, could you please reach out to our support team so we can further assist you: support@talkdesk.com Thanks

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