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Note: This feature is available in Preview for selected accounts. 

Overview

Talkdesk Office is a unified communications solution for employees who are not Contact Center agents, such as back-office staff, subject matter experts, and departmental workers. It runs on the Talkdesk Voice Platform. These employees handle occasional calls and can reach Customer Experience teams without working in dedicated queues.

Users make and receive Personal Calls, which are direct internal calls between configured Talkdesk users, in the Conversations App. Personal Calls support extended in-call controls.

Table of Contents

• Using Extended Call Controls
• Setting up Voice Calling in Talkdesk Office
• User Account Activation
• User-to-user Calls
• Dedicated PSTN Line (DID)
• In-call Controls
• Call Waiting for Direct Calls
• What Doesn't Apply to Personal Calls
• Recording and Reporting
• Additional Resources

Using Extended Call Controls

Personal Calls support the following controls in the Conversations App:

• Hold and Resume: Pauses the active audio while the user attends to another task.
• Blind Transfer: Forwards an internal call to a colleague, an extension, or a phone number without first announcing the call.
• Consult and Transfer: Allows the user to speak privately with a colleague before completing the transfer.
• Ad-hoc Conferencing: Adds another party to an active one-on-one call to create a three-way call.

These capabilities integrate directly with core Voice Platform features, including Sites, Call Patterns, Custom Caller-ID and Call Restrictions, giving administrators unified policy and routing control across both contact center and office users.

Setting up Voice Calling in Talkdesk Office

Talkdesk Office, powered by the next-generation Talkdesk Voice Platform, brings unified communications into a single, cohesive environment. Rather than treating each office location as an isolated deployment, the platform is designed to operate as one logical system. For organizations managing multiple regional offices or hybrid teams, a single administrative model governs calling behavior everywhere, while allowing site-specific customization for local numbers, time zones, and routing rules.

Start with a Clear System Design Plan

Effective deployment of voice calling begins with a clear system design phase. Setting up multi-site unified communications ad-hoc can lead to disjointed user experiences and complex administration. A documented design plan serves as your single source of truth and provides several key benefits:

• Prevents Inconsistent User Experiences: A centralized plan ensures that basic telephony behaviors, such as outbound caller ID presentation and extension dialing, feel identical regardless of which site a user belongs to.
• Reduces Administrative Rework: Numbering plans, site hierarchies, and extension ranges are complex to alter after go-live. Proper upfront planning avoids the need to re-provision users or overhaul internal directories later.
• Ensures Predictable Scaling: A blueprint built with growth in mind means that adding new sites or onboarding new departments follows an established pattern rather than becoming a one-off exception.

Step 1: Define your Sites and Numbering Plan

Sites serve as the fundamental organizational building blocks of the Talkdesk Voice Platform. They act as central policy containers: once users are assigned to a Site, they automatically inherit its geographic standards, calling privileges, and baseline dial plan rules. Mapping out these Site boundaries and defining extension ranges during the planning phase ensures a scalable and consistent architecture.

Step 2: Define the Dialing Plan and Calling Permissions

Determine the intersite routing rules and outbound PSTN calling permissions required for each location. During this stage, you should also outline any necessary number manipulation rules to guarantee effective call routing and adherence to local compliance requirements.

Step 3: Capture User-specific Calling Requirements 

While the majority of users will inherit their calling configurations directly from their assigned Site, certain roles may require unique capabilities. Identify and document any individual user exceptions—such as specialized outbound Caller ID presentation, distinct Direct Inward Dialing (DID) numbers, or extended international calling access—so they can be applied seamlessly during deployment.

Moving from Design to Configuration

Once your requirements are captured in the System Design Plan, the strategic groundwork is complete. Administrators can now systematically translate these documented policies into active system configurations, making the deployment process straightforward and predictable.

Step 1: Configure Sites as per the System Design Plan

Establish your organizational hierarchy by creating and configuring your Sites exactly as outlined in your documented System Design Plan.

• Login to Workspace
• Goto ‘Admin’ app -> Select ‘Sites’ -> ‘Create site’
• Create the site by entering basic site details like Name, Country and Address

• Once the Site is created, click on “Edit” to edit Site and Telephony Settings

Step 2: Configure Call Patterns and Routing Rules

Implement your specific deployment requirements by configuring Call Patterns. This includes setting up any necessary number manipulation and custom pattern rules to ensure accurate outbound routing and dialing compliance. 

• Goto ‘Admin’ app -> Select ‘Sites’ -> ‘Call Patterns’ sub-app -> ‘Create pattern’ and Configure the pattern settings to align with the routing requirements defined in your numbering plan
  • Refer to “Call Pattern” configuration document for details on supported syntax and format
  • Tip: We recommend using the Test pattern feature to safely validate your configuration and ensure numbers are manipulated correctly before moving on to the next step

Step 3: Associate the Call Patterns to Sites and Set Call Restrictions

Link your configured Call Patterns—including number manipulation and custom patterns—to their respective Sites. This ensures that the specific dialing rules and routing requirements are actively applied to each location.

• Goto ‘Admin’ app -> ‘Sites’ -> Select the Site -> ‘Patterns’ -> Assign patterns

• Set Call restrictions as per site specific system design plan: ‘Sites’ -> ‘Call restrictions’ -> ‘Edit’

Step 4: Provision Users and Assign Calling Permissions

With your Site architecture and dialing requirements established, you can now provision your users. Map each user to their designated Site and configure their individual calling permissions as outlined in your system design plan.

• Login to Workspace -> Select ‘Admin’ app -> ‘Users’ -> ‘Create user’ -> Enter the user details

• Enter the user details:
  • First Name and Last Name
  • Email ID of the user
  • Role: Agent
  • Team: Blank (Not required)
  • Make sure the status is set to “Active”

Note: Upon account creation, the user will receive an email prompting them to activate their account and set a password. The account will remain in a "Deactivated" state until the user completes this step.

• Goto ‘Telephony’ tab ->  ‘Edit’ -> to configure extension and other dialing setting as outlined in your system design plan

• Site: Assign the user to their designated location. This action automatically applies the geographic standards, Call Patterns, and routing rules configured for that specific Site.
• Dedicated PSTN Line: Associate a standard phone number to enable Direct Inward Dialing (DID). All incoming calls to this dedicated line will route directly to the user's extension.
• Outbound Caller ID: Establish the Caller ID presented to external parties for outbound calls initiated by this user. Select the option that best aligns with their specific role and dialing requirements.
• Outbound Caller ID Options: Check the "Allow automated outbound caller ID" box to permit the system to dynamically select the most appropriate Caller ID for outbound calls. (Note: The "Allow calling on behalf of queue" setting is not applicable to Talkdesk Office users.)

• Extension: Assign a precise extension number according to your system design plan. Alternatively, check "Pick extension from the configured range" to have the platform automatically assign the next available number from the Site's reserved block.
• Call Forwarding: Toggle this setting to enable call forwarding and reveal additional behavioral options. To route forwarded calls to voicemail, ensure the user's personal voicemail box is provisioned (configurable at the bottom of the settings page).
• Call Restrictions: Apply user-specific dialing guardrails where needed. These individual call restrictions take precedence over site-level policies, granting you precise control to override permissions for specific users.
• Voicemail: Use the radio buttons to seamlessly enable or disable a personal voicemail box for the user account.

With the administrative configuration complete, Talkdesk Office is now ready for your teams. The next crucial phase is user onboarding. Once users receive their automated activation emails and set their passwords, they can log in to begin using their new communication tools. The following sections of this guide transition to the end-user experience, providing a comprehensive walkthrough of account activation, navigating the Conversations App interface, and utilizing core calling capabilities offered by the Talkdesk Office.

User Account Activation

After an administrator provisions the account, the user will receive an automated welcome email containing an activation link.

• Click the activation link provided in the email to activate the account and securely set the password

• Log in to Talkdesk Workspace to access the Conversations App via a web browser at: https://<talkdesk-account-name>.mytalkdesk.com
• Alternatively, users can also use “Conversations Desktop App” which can be downloaded from the Workspace -> Click on ‘Profile Icon’ -> ‘Desktop version’

Workspace, Conversations App interface for Talkdesk Office users:

1. Conversations App: To select the Conversations App
2. Dialpad: Manually enter digits using the on-screen numeric keypad.
3. Outbound on: Select the administrator-configured phone line for outbound PSTN calls. This setting determines the Caller ID displayed to the dialed party.
4. Phone Prefix Icon: Click this icon to select the appropriate country code when dialing an international number. Use the default No Prefix option when dialing internal extensions (with or without site codes).
5. Number Panel: Type a number using your physical keyboard, enter digits via the dialpad, or paste a copied number directly into this field.
6. Call Button: After entering a number or extension, click Call (or press Enter) to initiate the call.
7. Call a Colleague: Click this button to search the company directory and dial a colleague directly.
8. Presence Status: Click this button to know or to toggle the presence status
9. Profile Menu: Use this icon to access user profile specific menu options

Before placing the call

Familiarize yourself with the various calling options and pre-call settings available in the Conversations App to ensure seamless communication:

• Outbound PSTN Calls: When placing an outbound call to a PSTN number, the system automatically applies your Default Outbound Caller ID, as configured by your administrator. If your account is configured with multiple numbers, please select the appropriate Caller ID from the dropdown before initiating the call.
• International Calls: To make an international call, simply enter the complete E.164 formatted number directly into the dial pad. The system will automatically route your call to the correct country and update the Phone Prefix icon to match. If necessary, you can still manually select the country code using the Phone Prefix icon as an alternative.
• Internal Calls: To contact another user within your organization, enter their number directly into the dial pad. For users within the same site, simply enter their extension. For users across different sites (intersite), enter the appropriate site code prefix followed by their extension. You can also use the Call a Colleague feature to search the directory and contact internal users directly.
  • Note: The "Call a Colleague" directory feature is currently in development and will be fully available upon the official product go-live.

User-to-user Calls

Office users can reach any colleague directly, without going through a queue. These are called Personal Calls, as opposed to Contact Center interactions:

Extension dialing: Callers reach a colleague by their short internal extension from the Conversations App dialpad. The person being called must be in an "available" status; if not, the call is rejected, and the caller is notified the colleague couldn't be reached. Additionally, while either party is engaged in an active Personal Call, they will not be offered incoming calls from Automatic Call Distribution (ACD) routing.

Calling User Experience:

• Initiating a Call: Enter the colleague's extension into the [1] Number Panel and click the [2] Call button.
• Pre-Connect Interface: The screen updates to display basic call information, including [3] the initiating extension and [4] the called number. During this ringing phase, you have access to initial [5] Call Controls, including Mute, Keypad, and End Call.

• Active Call Interface: Once the recipient answers, the Conversations App panel updates to display active call information and the following In-Call Controls:
  • [1] Hold: Places the active call on hold, playing music-on-hold for the other party.
  • [2] Mute: Disables your microphone to provide audio privacy.
  • [3] Keypad: Opens the dial pad to enter DTMF digits (e.g., for navigating voice IVR systems or entering a numeric voicemail PIN).
  • [4] Consult: Allows you to speak with another user privately during an active call, with the option to transfer the call afterward. The original caller is automatically placed on hold during the consultation.
  • [5] Blind Transfer: Instantly transfers the call to another user by dialing their number or selecting them from the directory.
  • [6] End Call: Disconnects the active call.
  • [7] Active Call Duration Timer: Displays the ongoing length of the active call.
  • [8] Called Party Number: Shows the phone number or extension of the connected party.

Called User Experience:

• Incoming Call Notification: When receiving a call, the Conversations App notifies the user and displays an alert with the following information and pre-connect controls:
  • [1] Receiving Extension: The extension number on which the call is arriving.
  • [2] Caller ID: The phone number or extension of the person calling.
  • [3] Accept and [4] Decline: Controls to either answer or reject the incoming call.

• Active Call Interface: Once the call is answered, the panel updates to display the active call information and the following In-Call Controls:
  • [1] Hold: Places the active call on hold, playing music-on-hold for the other party.
  • [2] Mute: Disables your microphone to provide audio privacy.
  • [3] Keypad: Opens the dial pad to enter DTMF digits (e.g., for navigating voice IVR systems or entering a numeric voicemail PIN).
  • [4] Consult: Allows you to speak with another user privately during an active call, with the option to transfer the call afterward. The original caller is automatically placed on hold during the consultation.
  • [5] Blind Transfer: Instantly transfers the call to another user by dialing their number or selecting them from the directory.
  • [6] End Call: Disconnects the active call.
  • [7] Active Call Duration Timer: Displays the ongoing length of the active call.
  • [8] Calling Party Number: Shows the phone number or extension of the connected party.

Dedicated PSTN Line (DID)

A Dedicated Public Switched Telephone Network (PSTN) Line, also known as a Direct Inward Dialing (DID) number, is a full external phone number assigned to one Talkdesk Office user, rather than a short extension. External callers who dial it reach that user directly, bypassing Studio flows and Contact Center queues.

This makes it easy for clients, partners, or vendors to contact an employee directly, for example through the number on a business card or email signature, without going through a main line or a queue.

Setting up a Dedicated PSTN Line

Admins assign a Dedicated PSTN Line when provisioning the user’s telephony settings (see Step-4: Provision Users and Assign Calling Permissions).

Prerequisites

• Permissions: Admin.
• Phone number: The number is already available in the Talkdesk account.

To set up a Dedicated PSTN Line, please follow these steps:

1. Log in to Talkdesk Workspace.
2. Select the Admin app [1], then navigate to Users [2].
3. Select the user [3]. 

4. Click the Telephony tab [4], and then click Edit [5].

5. In the Dedicated PSTN Line field [6], select the number to associate with the user.

6. Click Save.

Once saved, all incoming calls to that number ring directly on the user’s extension in the Conversations App.

Receiving a DID Call

When someone dials the user’s Dedicated PSTN Line, the Conversations App displays an incoming call alert showing the caller’s phone number [1], the number being called [2], and the Accept and Decline controls [3]. Once the user answers, the same in-call controls described in the “In-call Controls” section apply: Hold, Mute, Keypad, Consult, Blind Transfer and End Call.

Making Calls from a Dedicated PSTN Line

When a user places an outbound PSTN call, the Dedicated PSTN Line can be presented as the Outbound Caller ID, so called parties see the user’s direct number and can call back directly. To use it, select the number in the Outbound on dropdown before placing the call. Alternatively, an Admin can set the dedicated line as the default outbound caller ID in Telephony Settings.

Note: During the Preview, an outbound call made with the user’s Dedicated PSTN Line as Outbound Caller ID is handled as a Contact Center call. Call recording is enabled, and Blind Transfer, Consult Transfer and Consult are not available.

Forwarding Calls

Users with a Dedicated PSTN Line can forward incoming calls using Call Forward All, Call Forward Busy, and Call Forward No Answer. 

In-call Controls

Blind Transfer 

Either party on a Personal Call can perform a blind transfer to a colleague or an external number. Transferred Personal Calls retain their privacy settings: they are not recorded and do not appear in Contact Center reporting. Please note that blind transfers directly to voicemail are not supported for these calls.

1. Initiate the Transfer: Click the Blind Transfer in-call control button during an active call.

2. Select the Recipient: Choose the recipient by searching the Colleagues directory, or enter the number manually using the Dial a number option. You can transfer calls to both internal colleagues and external PSTN users.

3. Transfer Confirmation: Once initiated, a green "Call Transfer Successful" notification banner will appear.

Note: A blind transfer immediately disconnects you from the call and routes it to the new destination. The success banner indicates that the system successfully executed the transfer action, but it does not guarantee that the final recipient answered the call.

Consultation, Transfer and Conference

Either party on an active call can initiate a consultation with a colleague or an external number. When you initiate a consultation, the current call is automatically placed on hold, and that person hears standard music-on-hold.

Note: Both the consulted party and the party placed on hold only have access to basic controls (mute/unmute and disconnect). They do not see the mid-call options available to the user initiating the consultation.

• Initiate Consultation: Click the Consult button in the in-call control panel.

• Select the Recipient: Choose the third party by searching the Colleagues directory or entering their number manually. You can consult with both internal users and external PSTN numbers.

• Active Consultation Interface: Once the consulted party answers, the Conversations App updates to provide the following information and controls:

• [1] Original Caller (On Hold): Displays the status of the original party currently on hold.
• [2] Consulted Party Details: Shows the phone number of the person you are consulting and the active duration of the consultation.
• [3] Join in Conference: Merges all parties (you, the original caller, and the consulted party) into a three-way conference call.
• [4] Switch to this call: Toggles your active conversation back and forth between the original caller and the consulted party.
• [5] Transfer: Connects the original caller directly to the consulted party. This establishes a direct call between them and immediately disconnects you from the conversation.
• [6] End Consultation: Disconnects the consulted party and automatically resumes your direct call with the original caller.

Conferencing: 

When you select [3] Join in Conference during an active consultation, the system merges you, the original caller, and the consulted party into a three-way conference call.

The Conversations App will update to display the following conference information and controls:

• Participant List: Displays all users currently connected to the conference call.
• Conference Controls: Provides access to essential in-call controls, including Mute, Keypad, and End Conference.

Note: If all three participants are internal users and one person selects End Conference to leave, the call will remain active between the remaining two parties until they choose to disconnect.

Switch the call: 

When you select [4] Switch to this call during an active consultation, the system places the consulted party on hold and reconnects you with the original caller. This feature allows you to seamlessly alternate your active conversation between the two parties.

The Conversations App will update to display the following information and in-call controls:

• [1] On-Hold Party: Displays the user currently on hold and the duration they have been waiting.
• [2] Active Party: Shows the user you are currently speaking with and the duration of that active conversation.
• [3] Switch to this call: Toggles your active conversation back to the party currently on hold (placing the current active party on hold).
• [4] Transfer: Connects the on-hold party directly to the active party. This establishes a direct call between them and immediately disconnects you from the conversation.
• [5] End Consultation: Disconnects the user you are actively speaking with and automatically resumes your call with the on-hold party.

Consult Transfer: 

When you select [5] Transfer during an active consultation, the system connects the on-hold party directly to the active party. This establishes a direct call between them and immediately disconnects you from the conversation.

Call Waiting for Direct Calls

Call Waiting notifies a user who is already on a direct call that another direct call is arriving, so they can decide how to handle it. It applies to calls received on the user’s extension or Dedicated PSTN Line.

Configuring Call Waiting (Admins)

Call Waiting is configured per user by the Admin.

1. Log in to Talkdesk Workspace.
2. Select the Admin app [1], then navigate to Users [2].
3. Select the user [3]. 

4. Click the Telephony tab [4], and then click Edit [5].

5. Enable or disable Call Waiting [6].

6. Click Save.

The following table describes the default behavior:

Notes: 

• In this Preview, only Admins can manage Call Waiting. 
• A change applies to subsequent incoming calls and does not affect a call already in progress.

Receiving a Second Call

When Call Waiting is enabled and a user already on a direct call receives another direct call, the Conversations App displays a blinking icon and a beep. The notification shows the caller’s identity and two options: Accept and Reject. The current call is not muted, held, or dropped until the user acts on the notification.

Call Waiting also applies when the user is in a consultation or conference call. In that case, accepting the new call places the consultation on hold. When there is only one user on the other end of the call, hold music (or silent, depending on the configuration) is played. If the call involves multiple users in a conference, no audio is played, and the users can continue talking to each other.

Switching Between Calls

When a user has one active call and one or more calls on hold, a switch control appears in the Conversations App. Switching works as follows:

• Switching places the active call on hold and makes the held call active. No call is ended or dropped, and only one call is active at a time.
• When more than two calls are on hold, the user chooses which held call to resume.
• When a held call ends (for example, the other party hangs up), it is removed, and the active call is not affected.
• When the active call ends while other calls are on hold, the user is not automatically connected to a held call. The user selects which call to resume.

Call Waiting and Call Forwarding

Call Forwarding settings determine what happens to a second call. The following table describes each combination:

Call Waiting and Contact Center Calls

Call Waiting interacts with Contact Center calls as follows:

• While a user is on any direct call, including a call accepted through Call Waiting, they are treated as busy and are not offered Contact Center (ACD) calls. They become available again when all direct calls end.
• Call Waiting only applies between direct calls. A Contact Center call is never held through Call Waiting.
• A call from the legacy Dial Agent Studio component is automatically rejected while the user is on a direct call.
• Direct calls never have an After Call Work (wrap-up) step and do not count toward Auto-Away.

What Doesn't Apply to Personal Calls 

Because Personal Calls aren't Contact Center interactions, the following agent workflows don't apply:

• Status widget and automatic away rules.
• Dispositions and Wrap-up form / After Call Work timer.
• Queues (Office users are never queue members).

Recording and Reporting

Personal Calls, including any blind transfers, consultations, or conferences started from one, aren’t recorded and aren’t included in Explore Reporting, Live Dashboards, or Contact Center Activities, even if account-level recording is enabled. 

Calls that remain part of a Contact Center interaction, for example, when an agent transfers or consults an Office user, continue to be visible in Explore, Live, and Contact Center Activities, and follow the account's normal recording settings.

Additional Resources

For more information, please see the following articles: 

• Talkdesk Voice Platform
• Sites Configuration
• User Telephony Settings
• Call Patterns
• SIP Devices
• Workspace Desktop App