Note: On February 21, 2022, we announced the End of Life of the Main Dialer (sometimes also referred to as “Keypad”).
Conversations is replacing the Main Dialer. The features described below will soon be available in Conversations.
For additional information, please reach out to your Customer Success Manager.
Jump to Conversations documentation.
As an agent, you can use Callbar to handle voice through an External Device, depending on which device permissions your Administrator has selected for you.
When your Administrator activates the Single Device Mode through the account’s Device Settings, and you are allowed to use at least one External Device, you will see the option 'Connect to External Device' in your Callbar Settings:
After turning this feature on, you will be able to choose between a SIP device and an external phone.
When you select one of these, you will receive calls in that particular device when your status is set to Available.
SIP Phone
Note: Talkdesk can only provide best-efforts support and is not responsible for configuring your specific SIP devices. Since there are so many permutations and models, we are unable to provide guidelines that work seamlessly with all devices. We are also unable to configure or provide details that are specific to your network. However, if you need a more detailed SIP setup, we will be happy to assist you and provide all required information to your network team. Learn more about SIP clients: Networking Details.
In case you are using a SIP device, your own SIP endpoint must be configured beforehand on the SIP device of your choice, otherwise, you will not be able to make and receive calls through that device even if explicitly selected in Callbar. When correctly configured, this device will be used to handle voice, while call controls are displayed in Callbar.
In case you wish to configure your own SIP device, you can ask your Administrator for the credentials which include an agent SIP endpoint and Password. Please note that configuration highly depends on the local network environment and the device itself, so you may need help from your local IT technicians in order to configure it.
For more information, please check the article Can I use SIP devices with Talkdesk?
External Phone
If you are using an external phone, you will have the ability to enter a phone number into Callbar which will be used to handle voice, while call controls are displayed in Callbar. For example, if you need to take calls at home, you can change the phone number in Callbar whenever needed, in order to switch between your cell phone or home phone.
Once you add an external phone number in Callbar, this number will override any other external phone number that may have been added to your profile in Talkdesk. For more information, please check the article Agent Profile: Adding an External Phone Number
Note: The Single Device Mode is only available in Callbar.