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Summary: Starting October 30, 2026, Talkdesk is progressively rolling out a change to how calls placed to agents using an external phone number are billed. These calls will be charged at the standard outbound call rate and identified as “agent external phone” in usage and cost reports. Impacted customers: Customers using external phone numbers as an agent device option. |
What is changing and why
Talkdesk is updating how calls placed to agents using an external phone number are billed to provide greater transparency into outbound calling usage and costs.
As part of this change, these calls will be billed at the standard outbound call rate and will appear as “agent external phone” in usage and cost reports, making it easier for customers to identify and monitor these charges.
Impact & action required
Calls placed by Talkdesk to agents using an external phone number will incur standard outbound calling charges beginning October 30, 2026.
These charges will be reflected in usage and cost reports under “agent external phone”.
No configuration changes or action are required for the service to continue working as expected.
However, we recommend reviewing which agents are currently configured with an external phone number and confirming that this remains the appropriate device option.
Customers who prefer not to incur outbound charges for these calls can disable the external phone option for individual agents. For more information, please refer to our Forward to External Number documentation.
Time and duration
- Starting October 30, 2026: The change will be progressive and rolled out across all impacted customers.
Resources
If you have any questions or concerns, please contact your Talkdesk representative or the Customer Care team via the Talkdesk Support Portal. Stay updated with important Talkdesk product alerts by subscribing to the Talkdesk Weekly Digest, see how here.