Talkdesk Phone™ is a business phone system natively built on the leading CX Cloud platform. Extend our advanced contact center technology to your business communications, increase business agility across your organization, and realize significant cost savings from managing everything on a single platform. Collaborate internally or place outbound calls to anyone anywhere in the world you do business to bring teams together and build a culture of customer-centric collaboration.
Talkdesk Phone is where users will be able to handle calls and set up a few basic configurations. It includes the following features and areas:
Home: To consult call history and voicemails, and make and receive calls.
Settings: To manage various user settings.
Enablement
Note: This product requires additional licensing.
To grant users access to the Phone app, go to Admin > People > Roles and Permissions, and select the specific role you want to grant access to.
Then, go to Roles and Permissions > Talkdesk Phone > Phone Admin and select “View”. For more information on this subject, read through our Roles and Permissions documentation.
Following the above steps, to complete the process with the account extension to Phone, please reach out to us and provide the following information:
- Your existing Talkdesk account name.
- Optionally, the main phone number of the account. This is the “Company number” that will be used as the Caller ID for outbound calls by default.
Limitations
- Talkdesk Phone is only available for sale in the United States of America (USA), Canada (on US regional cloud), and the following European countries: Bosnia and Herzegovina, Bulgaria, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom. Talkdesk Phone is not available in the Canada regional Cloud, LATAM, or APAC regions.
- English is the only supported language.
- Voicemail is available in dial-in IVR format only. Visual voicemail, transcriptions, and voicemail-to-email are not supported.
- Some features currently available in CX Agent are not supported by Talkdesk Phone. These are: warm transfer, audio settings configuration, user activity status, Activities App, business contacts, agent contacts, favorites, Voicemails app.
- Some features related to integrations are not supported by Talkdesk Phone. These are: Customer Relationship Managers (Salesforce, Zendesk, others), Talkdesk Builder, Talkdesk Workforce Management, Talkdesk Guardian, Talkdesk Copilot, Talkdesk Agent Workspace: Contacts/Voicemails/Activities.
Notes:
- Account phone numbers must be purchased in Main to be available for assignment to Talkdesk Phone users.
- To help users distinguish numbers, the phone number’s Friendly name (that can be defined in Main > Admin > Numbers) will be displayed in Phone, in the user’s Keypad Caller ID list, underneath each number. The Friendly name is only displayed to the user, not callees.
- Each user can have up to 5 DIDs.
- Newly created Phone users who do not have access to CC should receive a confirmation e-mail. The app should be available up to five minutes after the account is validated.
- You can do transfers using Talkdesk Phone on a SIP Device. However, your transfer options will be based on the options that are available on the phone and may not align with the standard Talkdesk transfer options that are available when using Talkdesk Phone on Conversations.