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Calling an Agent or Manager (agent to agent calls)

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Talkdesk allows agents to call other agents (or their manager) directly from their Talkdesk account.

To initiate a call to another agent (or manager) who is also using Talkdesk, please follow these steps:

  • Log into your Talkdesk account.
  • Go to the Keypad on the right-hand side to access the call control functions. If the keypad is hidden, simply click on 'Show Keypad'.
  • Click on the blue 'Call an agent' icon [1].

Call_an_agent.png

  • Type the name of the agent you would like to call [2].
  • Select the desired agent [3] and the call to that agent will be initiated.

Call_an_agent_select_agent.png

 

Please note that in order to utilize this feature, both agents must have an active Talkdesk account. Additionally, agents will not show up on the list when their status is set to away, offline or busy. 

 

Note: Currently, it’s not possible to select the phone number that is used in an agent to agent call. If there are numbers with conflicting business hours, for example, the call may not be placed. This way, we recommend configuring the account’s routing settings with 'During business hours or when status is set to available', in 'Receive Calls in the Browser' (e.g., instead of 'When status is set to available but only during business hours').

When this routing setting is enabled, agents should log out from Talkdesk when they no longer need it (e.g. at the end of the working day). Otherwise, they may still receive calls from another agent, outside business hours, if the status is Available.

If the agents are not using a SIP Phone or External Phone, make sure also that 'Never' is selected in 'Receive Calls on External Phone' and 'Receive Calls on SIP Phone'.

This is applicable whether the calls are being handled in the browser or Callbar.

 

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