How can we help?

During a Consultation, Call Switching allows you to switch between the initial call and the consultation call as often as required. To switch between two calls, while on a consultation, click on the arrow icon [1]. The caller whose call you switch from will be put automatically on hold, as the indicator shows [2].

You can then proceed by:

• Transferring the initial call to the consulted party [3].
• Ending the consultation and returning to the initial call [4]. 

In Conversations, the default country prefix for outbound calls is United States (+1). Administrators and Agents can select another default prefix, in case it is useful to have a different default country prefix in Conversations. 

This way, when Agents start an outbound call, they won't have to manually select their preferred country prefix.

 

Default Prefix for the Account (for Admins)

To configure the default country prefix for the Account, perform the following steps:

• Log in to Talkdesk and select the Admin icon [1].
• Click the Preferences [2] tab.
• Navigate to “General Settings” [3].
• In “Default Prefix” [4], select or search for the desired country prefix. You can search by country name or prefix. 
• Click Save [5].

Default Prefix per Agent

To override the Account’s default prefix and  configure their personal default prefix, Agents need to perform the following steps:

• Log in to Talkdesk and click on the Talkdesk CX Cloud avatar [1].
• Choose Conversations Settings [2].
• Navigate to “Outbound Prefix” [3] and click on “Custom” to select or search for the desired country prefix. You can search by country name or prefix. 

Note: The default prefix will be added to the phone number of the contacts synchronized with an integration if the prefix is missing from the phone number.

 

Associating a Call with a Contact

When you are speaking with someone who is already on the contacts database, you can associate this call with any contact in your Talkdesk account:

• Calls can be associated with a contact that has the same phone number that is calling/being called.
• Calls can be associated with any contact in the user’s account.

When you associate a call with another contact, in Conversations, the system will automatically update the contact details in the existing Contact Details card, such as Contact Number, E-mail, and Company (if applicable).

To associate the call with a contact, you will have to follow these steps:

1. During a call, click on the “Contact details” dropdown arrow [1].
2. If you do not want to associate the call with any of these contacts, click Search all contacts [2] to search through all the account’s contacts.
3. The contacts already associated [3] with the caller’s number will show up immediately. You can link the call to one of those records by selecting it.

4. On the Search all contacts dropdown, you can search for any contact in the account and associate the call with it. Click on the selected contact to finish the association process.

Note: This search can be conducted either during “on-call” or “post-call”, in the “Contact Details” card.

To learn more about accessing Contact details and taking advantage of the “Contact Pop” button, refer to the detailed information available here.

 

Using Dispositions 

Dispositions are descriptions of the final outcome of the call. They work like codes that allow Agents to label inbound and outbound calls. 

If wrap-up is enabled, Agents can select and search for the appropriate disposition directly in the “Dispositions Card”, without having to scroll for the correct disposition, during or after a call.

The disposition card is mandatory to submit the wrap-up and the search for dispositions only applies to the dispositions themselves and not to disposition sets.

To learn more about managing dispositions, please refer to the following article.

 

For Admins

Admin users can create and add new dispositions and dispositions sets. To learn more about how to configure dispositions in the Admin settings, please visit our Knowledge Base page for further details.

 

Tenant

Talkdesk allows you to display an extra contact field in Conversations, providing Agents with additional context during calls.

This is useful when a customer has multiple indistinct contact records and Agents need to know which record they’ll associate their calls to. For example:

• When there is a need to create new customer records for different parts of the pipeline.
• When the contact center manages multiple products, and distinct customer records are required per product.
• When a customer has a distinct presence in multiple locations, and there is a need to have a separate contact record for each one.

 

Enabling the Tenant Custom Field for Talkdesk Contacts

You can enable this field by navigating to Admin [1] > Preferences [2] and adding a custom field named “Tenant_Talkdesk” [3].

Once the field is added, click “Save” at the bottom of the page. 

 

Note: For more detailed instructions on adding custom fields, please read our article Adding Custom Fields.

After saving, your contacts will show a new field named “Tenant_Talkdesk” [4].

Subsequently, Conversations will show these values in the “Contact details” section [5]. 

 

Note: If your organization syncs Talkdesk contacts from Salesforce or Microsoft Dynamics 365, we recommend enabling this field on the respective platform. For more details on how to enable Tenant field on Salesforce or in Microsoft Dynamics 365, please refer to these articles:

• Enabling the Tenant Custom Field on Salesforce.
• Enabling the Tenant Custom Field on Microsoft Dynamics 365.

 

Disabling "Dismiss" Wrap-up Form

During the Wrap-up stage, Agents have the possibility of submitting the wrap-up form by clicking on the Submit button [1] or they can dismiss this submission by clicking on the “Dismiss” icon [2] on the bottom left of the Wrap-up form.

It is also possible to remove the “Dismiss” icon for all Agents (at an account level). This way, users will not be able to manually dismiss the wrap-up. This removal is available upon request only. Please contact Talkdesk Support if you wish to enable it.

 

Audio Device Management

To access Workspace’s audio settings, click your Talkdesk CX Cloud avatar [1], and then choose Conversations Settings [2].

In the “Audio Settings” section, Agents are able to consult, test and configure the audio devices for audio input, output, and ringing: 

• “Microphone” [3] (Audio Input): Configure the device that captures your voice as you speak. This option allows you to select the microphone audio input.
• “Speakers” [4] (Audio Output): Allows you to select the device where you’ll listen to the other person’s voice (e.g. headset). You can test the volume of the audio output by clicking on Play test sound.
• “Ringing Output” [5]: Configure the device where you’ll hear the call ringing. You can test the volume of the ringing sound by clicking on Play test sound.

 

Notes:

• The Audio settings panel includes the default device settings (the system default mic and default speakers), as well as any other detected devices. These can then be selected separately as the input and output. When a new audio device is added, these settings are automatically updated to list the newly available device.
• 3.5mm plugged headsets are not detected as a separate device but as the system default, so you won't be able to separate the ringing sound using these devices (only by using USB or Bluetooth).

 

Voicemail Drop 

Voicemail Drop helps Agents to save time leaving voicemail messages on outbound calls that go to voicemail. 

Countless time is often wasted by Agents repeating a similar message over and over to a customer or prospect. Voicemail Drop helps solve this inefficiency by allowing them to leave a personal pre-recorded voicemail message with ease using Conversations.

 

Recording or Uploading a Pre-recorded Voicemail Message

In order to use Voicemail Drop, you must first record or upload the voicemail message you want to use. To do this, follow these steps:

• Click on your Workspace avatar [1], and then choose Conversations Settings [2].

• To record a message, click on the Record a message button [3], followed by Start Recording [4]. After a 3-second countdown, you can begin recording your message using the audio input device set for Workspace. You can re-record it as many times as you wish (Workspace only considers the latest saved version). When ready, click Save [5].

• Alternatively, to upload a message, click on Upload audio file [6], and locate and select/drag & drop the file you want to use from your computer, as shown in the image below:

• Once the upload is complete, a “Voicemail uploaded successfully” confirmation message is displayed and your file name will be visible under the “Active voicemail” section.

• You can now start dropping your voicemail message once you reach the voicemail of a caller.

 

Notes: 

• The “Conversations Settings” page is only available to users that have Conversations enabled.
• Talkdesk currently supports mp3 and WAV file types. If you have a file saved in another format, you can convert your audio file to a format we support by using this tool. 
• The file upload is limited to 1 MB and only one message can be active at a time.
• After recording or uploading a message for the first time, the Agent will have to reload Workspace for Voicemail Drop to become available.
• At this time, it is not possible to delete a "Voicemail drop" message

 

Dropping the Pre-recorded Voicemail Message while on a Call 

• Place an outbound call and wait for the voicemail message to be announced. 

• As soon as you hear the voicemail beep, you’re able to drop your pre-recorded message. To drop the message, click the Voicemail drop button.

• The call will then terminate on your end, but continue to play on the customer’s end. A “Voicemail message dropped” confirmation is displayed, and the disposition screen can now be filled, when applicable.

Note: This feature is not available for Consultations, Transfers, or Conferences.

 

Voicemail Greetings

With the Voicemail greetings feature, Agents with dedicated lines and voicemail enabled are able to record and set their own voicemail greetings in Workspace.

When calls assigned to these Agents reach voicemail, a greeting message will be automatically sent to the person that initiated the call.

 

Notes:

• The Voicemail Greetings setting will appear to all Agents, but the feature will only work for Agents with dedicated lines and voicemail enabled.
• If the Dedicated Line is set up in Talkdesk Classic, the Voicemail Greeting assumed by the system is the one set either in Talkdesk Classic (located by going to Admin, then "Agents", and finally "Agent Voicemail / Not Answered Greeting" or in the "Voicemail Greetings for Dedicated Lines" section of "Conversations Settings". However, after a Voicemail greeting is recorded or uploaded via Conversations Settings, Admins must not update the Agent’s Voicemail greetings message via Talkdesk Classic (Voicemail / Not Answered Message). The greeting message must always be updated via Conversations Settings.

Configuring a Voicemail Greeting 

To configure a voicemail greeting, click on your Talkdesk CX Cloud avatar [1], and then choose Conversations Settings [2].

 

Note: The “Conversations Settings” page is only available to users with Conversations enabled.

 

Recording/Uploading a Voicemail Greeting 

In the Voicemail Greetings section, Agents are able to record [1] and upload [2] a voicemail greetings message.

 

Recording a Message

Click the Record a message button, followed by Start recording [1]. After a 3-second countdown, begin recording your message using the audio input device set for Workspace. You can re-record it as many times as you wish, as Workspace will only consider the last saved version. 

 

Uploading a Message

Click Upload audio file. Select + Choose an audio file to upload [1] to locate the file you wish to upload, or merely drag & drop the file you want to use from your computer.

The audio file will automatically be set as your voicemail greeting when you press Save [2].

A “Voicemail uploaded successfully” confirmation message will be displayed, and the Voicemail Greeting file will be visible under the “Active message” section [3]. 

It is also possible to download the active voicemail greetings message by clicking the action button [4] in the “Active message” section.

 

Notes: 

• Only one Voicemail greeting can be set at a time. So, if you record or upload a new file, the existing message will be replaced (at this time, it is not possible to delete a greeting message).
• The maximum file size is 1 MB.
• Talkdesk supports mp3 and WAV file types. If you have a file saved in another format, you can convert your audio file to a supported format by using this tool. 

 

Automation Tools (Open URL)

The “Open URL” automation tool allows a Uniform Resource Locator (URL) to be opened (on the Agent’s browser) once a specific trigger event occurs when using Conversations.

To create an “Open URL” automation task, follow these steps:

• Log in to your Talkdesk account as an Administrator
• Click on Admin [1].
• Select Integrations [2].
• Locate the Automation Tools integration [3] from the list of configured integrations.

• Click the Add New Automated Task [4] button to create a new automation task.

• Select the trigger event [5] from the list of allowed triggers for this automation task.
• Select the “open URL” action [6].
• If necessary, click on Add filter [7] to further define the moment when the automation is triggered, based on a series of available parameters.
• Add the URL that will be opened [8]. It must include the protocol (e.g., HTTP or HTTPS). 
• Click Save to complete the process.

Note: Click here for more information on Automation Tools Integration.

 

Call Quality Feedback

The Call Quality Feedback feature allows Agents to rate the quality of a call when it ends (from 1 to 5), in the Conversations wrap-up form.

 

Enabling/Disabling Call Quality Feedback for the Account

To enable the feature, please follow these steps:

First, make sure that the wrap-up form is enabled for the user(s) and the type of call (inbound and/or outbound) from which you want to collect feedback. Then:

1. Go to the Admin app [1].
2. Click Preferences [2].
3. Scroll down to the “Call Settings” section, and in “Call Quality Feedback” [3], click the toggle to the ON position.
4. Click Save.

Enabling/Disabling Call Quality Feedback for Specific Agents

You can also enable the Call Quality Feedback feature only for specific Agents by applying a bulk action to a group of agents, and/or enabling the feature individually in each Agent’s profile. To do so, follow the steps below:

• Select Admin [1] > Agents [2].
• Click on the agent for whom you want to enable the feature.
• Scroll down to “Call Quality Feedback Settings” [3].
• Select Yes in “Override Account Settings” [4].
• In “Enable Call Quality Feedback”, click on the toggle to switch it to ON [5].
• Save the changes.
• If you need to disable the feature for specific Agents, simply follow the same steps, but click the toggle to the OFF position (left-facing) instead.

Note: Whether you are enabling or disabling the feature, in order for the change to take effect, agents need to log out and log back into Workspace.

 

Rating the Call

The new “Call quality” card will be displayed in the wrap-up form when the call ends. The agent can then rate between 1 and 5, by selecting the corresponding number of stars.

If the rating is equal to or below 3, a “What was wrong?” dropdown list will pop up, asking Agents to choose a reason for the low rating. The following options are available:

• Dropped call.
• One-way audio.
• Broken audio or bad sound.
• Agent interface issue.

Call Quality Feedback in Reporting

The information collected from Call Quality Feedback can be tracked from Calls Report via the following columns:

• “Rating”
• “Rating Reason”

 

Call Quality Hint

The Call Quality Hint is designed to empower agents with real-time insights into the quality of ongoing calls. Its icon serves as a visual indicator, presenting agents with a call score derived from the Mean Opinion Score (MOS). 

MOS is a numeric representation ranging from 1 (lowest) to 5 (highest), reflecting the quality of the call from the user's perspective. This score is calculated using transport data gathered from both upstream and downstream media streams. Factors considered include bandwidth, jitter, latency, and packet loss.

The icon's color dynamically adjusts based on the ongoing call's quality, providing agents with immediate insights. Hovering over the icon triggers a tooltip, displaying the current quality status, and enabling agents to take proactive measures as needed.

Here's a breakdown of the color scheme and corresponding call quality statuses:

Notes:

• The Call Quality Hint is automatically enabled in all accounts.
• For outbound calls (including Agent-to-Agent outbounds) and E911 calls, the Call Quality icon will appear from the moment the call starts dialing.
• For inbound calls (including Agent-to-Agent inbounds), the Call Quality icon will appear from the moment the call is accepted by the Agent.
• Network Quality and LAN/WAN infrastructure (among other factors) will highly influence the quality of a call. For more information, please refer to the article Best Practices when Working From Home.

 

Outbound Caller ID

Automatic vs Customized Outbound Caller ID

Talkdesk offers two options for configuring an Outbound Caller ID: customized and automated.

This determines whether your Agents are able to choose the phone number to call from manually (customized), or whether the system chooses it for them (automated).

 

Automated Caller ID

When the “Automated” option is selected, Talkdesk will choose the best number to make the call from.

The selection criteria order for the Default Outbound Caller ID is the following:

1. Select numbers that the Agent making the call has access to (this means numbers the Agent shares a ring group with)
2. Find a number in the same country and with the same country prefix (excluding Toll free numbers and dedicated lines)
3. Find a number within the same area code prefix lines and state (excluding Toll free numbers and dedicated lines) 
4. If no number was found, use any number that is not Toll free nor a dedicated line
5. If there is still no match, find a Toll free number in the same country and with the same country prefix
6. After all these steps, if still no number was found, ignore ring groups and from these:
   1. • Choose the first Toll Free number in the account
      • Finally, if still no match is found, include dedicated lines and choose the first in the account

Note: When placing an outbound call, if the area prefix of the number being called does not match any of the numbers for the selected ring groups, the phone selector will attempt to select a phone number that is in the same state as the number being called (available for US, Canada and Brazil), even if they have different area prefixes.

 

For example, if an account has US and Canadian numbers and an Agent is calling a customer with a US number, Talkdesk will automatically use the US number that is not a Toll free number nor a dedicated line as the caller ID. Also, if there are various numbers from the same country, Talkdesk will give priority to numbers with the same area prefix. This helps give you a local presence, by calling from the nearest number in your account to the person you're calling. 

 

Customized Caller ID

The Customized caller ID option allows Agents to select which number to use as their Outbound Caller ID, on a call-by-call basis. They can only select phone numbers that are assigned to them via ring groups.

If Agents choose the “Default” option it will operate exactly the same way as the Automated setting, as described above.

The availability of the “Default” option will be based on the type of configuration of the Outbound Caller ID.

 

Configuring an Outbound Caller ID

Admins are able to manually select the Outbound Caller ID their Agents can use for each call, by configuring this setting in the Admin tab.

To do so, please follow these instructions:

• Log in to your Talkdesk account as an Administrator.
• Click on the Admin tab [1].
• Click on the Preferences tab [2].
• Scroll down to the "Agent Workflow" section [3].
• Next to "Outbound Caller ID Selection", select Customized [4] to enable a manual selection of the Outbound Caller ID or Automated [5] to enable the default selection.
• When selecting the Customized setting, you can also enable or disable the “Default” option to be displayed in the list of Outbound Caller IDs.
• Click Save at the bottom of the page [5].

 

Notes: 

• Agents will need to refresh Talkdesk Workspace when changes are applied to the “Enable the Default Outbound Caller ID option” checkbox.
• It is also possible to configure the Outbound Caller ID to be a phone number that you own but that is not in Talkdesk. To do so, please contact Talkdesk Support.
• The CNAM (Caller ID Name) is a separate configuration and is not related to the Outbound Caller ID.

Setting a Specific Outbound Caller ID per Agent

To set up different Outbound Caller ID settings from the account and to define a specific phone number to be used as the default “Outbound Caller ID” per Agent, please follow these instructions:

• Log in to your Talkdesk account as an Administrator.
• Click the Admin section [1] at the top of the page.
• Select the Agents tab [2].
• Click on the Agent name for whom you would like to configure the Outbound Caller ID [3].

• Under “Outbound Caller ID Settings” select “Yes” next to “Override Account Settings” [4] and define the settings you want to apply for that Agent.
• Besides choosing if the selection method should be “Customized” or “Automated”, you can define a specific phone number to be used as the Agent’s “Outbound Caller ID” [5]. The number selected will be displayed as the Agent's default Outbound Caller ID.
• Save your selection.

Troubleshooting tip: If an Agent is not able to use a specific number as an Outbound Caller ID, this typically means that they do not have the appropriate ring groups associated with the number they want to use. Check to ensure that the ring group associated with a number is also associated with the Agent.

 

 

Click-to-Call

Talkdesk's Click-to-Call functionality allows you to call customers directly from your favorite Helpdesk, CRM, sales software, or website by clicking on their phone number. This eliminates the need to use copy/paste and having to search for contacts in both systems.

 

How does it work?

Agents can execute Click-to-Call from:

• A Talkdesk Workspace app: Clicking on a number from any Talkdesk Workspace app (e.g. Contacts).
• An integration: Clicking on a number from a CRM Integration (all integrations that have CTI and support Click-to-Call will also support Click-to-Consult).
• A website: Clicking on a number from a web page (this is only available when Talkdesk Click-to-Call extension is installed).

How to configure it?

To install Talkdesk’s Click-to-Call extension, you need to be using the Chrome browser.  

Please follow these steps to install the feature:

• Open Chrome.

• Type in chrome://extensions in the address bar [1] and press Enter. Alternatively, find the More Actions (3 dots) button [2], go to “More Tools” [3], and choose Extensions [4].

• Search for the “Talkdesk Click-to-Call” extension and click Details [5].

• Scroll down to "Extension options" [6] and click to open it.

• Next, you will be able to change your desired settings:
  • • “Talkdesk Logo”: You can hide the Talkdesk icon that shows next to phone numbers when these are highlighted by the Click-to-Call Extension.
    • "Make the call through": Choose "Callbar (Electron) / Workspace".
    • “Extended Detection”: You can enable an “Extended Detection Mode”. This will force Talkdesk to look for phone numbers on any website, even when not following the recommended practices and format.
      • In case you enable the “Extended Detection”, you can also configure a list of exceptions. If you add a website to this list, it will ignore it when trying to detect phone numbers. This is important, as “Extended Detection” may slow down the browser.
    • Click Save.

Once you install Talkdesk Click-to-Call Extension, it will scan your websites and current systems (e.g. Salesforce, Zendesk, Zoho, Highrise, Help Scout, Nimble, Freshdesk, etc.) and add a link to each phone number. 

Alternatively, you can right-click on a phone number to start a call. Click on the option to start a call to the phone number.

 

Why isn't it possible to click on some phone numbers?

Workspace Web supports Internal and Integrations Click-to-Call (not from Web). Workspace Desktop supports Internal, Integrations and Web Click-to-Call.

Also, it is possible that some phone numbers on a public website are not getting properly fetched or hyperlinked; or they are getting hyperlinked, but it’s not possible to click them to initiate a call through Talkdesk. This can happen for several reasons, including:

• Web developers have not made the phone number on the website code into a proper link by wrapping it in a hyperlink with the “tel: schema”.
• Phone numbers on the website were not correctly specified, either in international or national formatting or in the standard E.164 format: 
• Plus sign (+), country code, area code, and number. If providing a number in local national format, the country should be specified as an optional parameter. If no country is provided, the default will be US.
• Libphonenumber, Google’s open-source phone number handling library, is used to properly format possible phone numbers for a given region, using length and prefix. While not necessary, we recommend separating each segment of the number with a hyphen (-), for easier reading and better auto-detection.

 

Notes:

• Talkdesk Workspace will assume the account’s Default Prefix every time an Agent selects a phone number without a prefix.
• If the account’s Default Prefix is not suitable for a specific call, Agents will be able to change it in Conversations when the window opens and the dialing attempt begins. They will then be able to proceed with the call using the correct prefix.

 

Sending Context via CTI Click-to-Call

Talkdesk users can send additional metadata from a CRM to Talkdesk through a JSON format. This means Talkdesk Workspace allows the transmission of a payload of information from the CRM to Talkdesk during the click-to-call process when leveraging Talkdesk Generic CTI.

This allows Agents to trigger actions within the CRM environment while initiating a click-to-call from the CRM to Talkdesk. These actions can be configured by setting up an automation within Talkdesk. For instance, an Admin can set up an automation where every time an outbound call is started via Click-to-Call, a case is created on the CRM side with the data previously sent to Talkdesk.

To learn more about how to take advantage of this feature, please contact Support.

 

Note: For Talkdesk for Salesforce, the click-to-call context can be retrieved using "context.salesforce_record_name" for the record name and "context.salesforce_record_id" for the name and ID of the record in Salesforce from which the click-to-call is being performed.

 

Click-to-Consult and Click-to-Transfer

Click-to-Consult allows Agents to initiate a consultation on Conversations using the Click-to-Call feature. Click-to-Transfer allows Agents to initiate a blind transfer on Conversations using the Click-to-Call feature. 

During a call, an Agent can select a third-party number to consult [1] or to directly blind transfer the call [2].

Clicking on the selected number will trigger a modal where Agents can choose whether they want to initiate a consultation or a blind transfer to that number. 

After selecting the desired outcome and pressing the Confirm button, the transfer or consultation will be processed.

In the case of a transfer, the Agent that initiated the transfer will leave the call and it will be transferred to the 3rd party. If instead, a consultation is initiated, the Agent can speak with this third party (while the original contact person is on hold). If, after the consultation, both agree to proceed with a transfer, the initial Agent establishes the transfer and leaves the call.

Agents can execute a Click-to-Consult from:

• A website: Consulting a number from a web page. Note: This is only available when Talkdesk Click-to Call extension is installed.

• Another Workspace app: Consulting a number from another Workspace app (e.g. Contacts).
• An integration: Consulting a number from a Customer Relationship Management (CRM) Integration. All integrations that have a Computer Telephony Integration (CTI) that supports Click-to-Call will also support this feature.

Notes: 

• Click-to-Consult/Transfer only applies when Agents are on an ongoing call, otherwise, a normal Click-to-Call will occur.
• Workspace Web supports Internal and Integrations Click-to-Consult/Transfer (not from the Web). Workspace Desktop supports Internal, Integrations, and Web Click-to-Consult/Transfer.
• It won’t be possible to initiate a Click-to-Consult/Transfer when a call is on any of these stages: On hold, Consultation, Conference, Internal Call, Ringing (inbound), Dialing (outbound), Wrap-Up.
• Click-to-Consult/Transfer via Contacts app > Colleagues tab > Select a colleague > Talkdesk Conversations is not supported. To consult or blind transfer a call to another agent, please use the Consult and Blind Transfer buttons in the utility bar.
  

 

 

Incoming Calls Notification

Agents can receive a pop-up notification for an Incoming call, whether using the Browser or Desktop App version. 

This notification will be displayed even when the Desktop app or Browser page is minimized: 

• If the Desktop app is minimized, the app pops up and a notification is displayed. 
• If the Browser page is minimized, a notification is displayed, but the browser will not pop up/open. Clicking on the notification banner brings the Talkdesk Workspace tab to the foreground.

To allow these notifications, Admins must enable Notifications for the account in Admin>Preferences> “Desktop Notifications Enabled” >Yes.

 

Note: Clicking on the notification banner does not answer the call.

 

Blind Transfer to Voicemail

Agents can use the Transfer to voicemail button to blind transfer (inbound) calls to the voicemail of other Agents that are “Offline” or “Busy” and have voicemail enabled. “Offline” or “Busy” Agents will receive a voicemail message, that they can listen to when available. 

This allows Agents to redirect calls to the most appropriate Agent, even if the Agent is not available at the moment.

This feature can be configured by the Admin for the whole Account in: Admin > Preferences > Call Settings > Blind Transfer to Voicemail.

 

Interaction ID during a Call

During a call, Agents can see the call’s Interaction ID in the “Conversation details” card. By hovering over the Interaction ID and clicking the copy/paste icon, Agents can copy it to another window or application [1].

 

Redial Option

Agents can quickly access the last three dialed numbers on Conversations, by clicking on the input placeholder.

Once a number has been selected, the input placeholder is automatically populated with that number. Agents can then initiate the call by either pressing Enter or clicking the Call button. 

 

Note: Redial option records are saved locally on the browser and are independent, per different Agent logins.

 

 

Automatic Away

The “Automatic Away” sets agents to the "Away" status after a set number of consecutive missed or rejected calls. 

This feature ensures that agents do not forget to update their statuses. For example, you can set an agent's status to be automatically switched to “Away” after they miss or reject two calls in a row: 

1. A call rings an agent.
2. The agent doesn’t pick up or reject the call.
3. The call returns to the waiting queue and the agent incurs one unanswered call.
4. The same or a different call rings the agent.
5. The agent doesn’t pick up or reject the call. 
6. The call returns to the waiting queue and the agent incurs their second unanswered call. 
7. Subsequently, the agent’s status is automatically changed to “Away” and the agent is notified (through a toast) that the status has automatically changed to “Away”. 

 

Configuring “Automatic Away”

Follow these steps to configure “Automatic Away”:

1. Log into your Talkdesk account.
2. Click Admin [1].
3. Select the Preferences [2] tab.
4. Scroll down to “Routing Settings” [3].
5. Click the drop-down list [4] next to “Automatic Away” and select the number of calls agents can fail to take.
6. Click Save [5] to apply your changes.

 

Notes:

• “Automatic Away” only applies to regular inbound calls and blind transfers.
• It is recommended that the “Automatic Away” option is set to a value higher than one to prevent situations in which the agent is rung for a short period of time unnoticeably, and immediately goes into the “Away” status.
• When an inbound conversation rings multiple agents at the same time, “Auto-Away” will only be triggered when all rung agents reject or miss that call.

The missed/reject calls counter will reset every time an agent changes his/her status.

 

Agent Next Status

“Agent Next Status” allows agents to choose their next status while being “On a Call” or during “After Call Work” (while in the Wrap-Up screen). 

If selected and in case a Wrap-up timeout is configured, the Agent status will be automatically changed to the next status when the timeout is reached. 

If the “After Call Work” status is not enabled, agents that have selected the next status will have their status automatically changed right after the call ends or after Wrap-Up (if enabled).

While in “After Call Work”, after leaving the Wrap-Up screen, agents won’t be able to select their next status, they will only be allowed to select a new immediate status.

This feature relies on an account-wide setting and must be configured in “Admin” > “Preferences” > “Agent Workflow” > “Agent Next Status”.

Note: The selection of an “Agent Next Status” is currently not being reported in Talkdesk Explore.

 

Forward Calls to an External Device

Agents are able to handle voice calls through external devices while using Conversations. This includes external phones as well as SIP hardphones and softphones.

To use this feature, Administrators will need to follow these steps to grant the necessary permissions on an account-wide basis:

1. Log in to Talkdesk and select the Admin icon [1].
2. Click the Preferences tab [2].
3. Navigate to “Device Settings” [3].
4. Select Yes [4] for “Allow External Phone” and/or “Allow SIP Device”.
5. Click the Save button [5] to confirm changes.

 

Granting Permission to a Specific Agent

Alternatively, the permission can be granted to a specific agent by taking these steps:

1. Log in to Talkdesk and select the Admin icon [1].
2. Click the Agents tab [2] and click the name of the agent you wish to grant permission to.
3. Navigate to “Device Settings”.
4. Select Yes for “Override Account Settings” [3].
5. Select Yes [4] for “Allow External Phone” and/or “Allow SIP Device”.
6. Click “Save”.

To configure the voice handling device on Workspace, agents can follow these steps:

 

1. Click on your Talkdesk CX Cloud avatar.
2. Choose Conversations Settings.

3. Navigate to “External devices”.
4. Enable “Connect to an external device”.
5. Choose either a SIP phone or an External phone.

With the device selected, calls will be forwarded to the chosen device whenever the agent's status is set to "Available."

Notes:

• Please note that using this feature only changes the voice handling device on Conversations and will not require any additional changes to your existing Talkdesk Studio™ flows.
• SIP Phone: To use a SIP phone, you need to make sure that it is properly configured before using it with Conversations. The SIP endpoint must be set up on the SIP device you wish to use. Configuration requirements will vary based on your local network environment and the specific device, so it is recommended to get help from your IT department or technicians if necessary. Please note that without proper configuration, you will not be able to receive calls through the SIP device, even if it is selected in Conversations. For more information, please check the article Conversations (Voice channel): Using SIP Devices.
• External phone: Once you add an external phone number in Conversations, it will replace any previous external phone numbers added to your profile in Talkdesk.
• For detailed assistance and guidance on setting up your specific SIP, please contact Talkdesk. Learn more about SIP clients here.
• Agent-to-Agent calls, and Short Extensions (EXT dialing) calls are not supported when external devices (SIP or External Phone) are configured.

 

Number Masking

Number Masking allows Admins to choose whether agents should have access to the contact persons' phone numbers or if these should be masked.

This feature relies on an Admin setting and must be configured by one of the following methods:

• Per Agent: in “Admin” > “Agents” [select an Agent] > “Privacy Settings” > “Mask Information”: “Phone Number”. 
• In bulk: Select multiple Agents in “Admin” > “Agents” [select Agents] > “Actions” > “Privacy Settings” > “Mask Information”: “Phone Number”.

Upon enabling the setting, Admins and Agents should reload Talkdesk Workspace in order to start using Number Masking.

 

Notes:

• This feature is available for Conversations (Voice) and Voicemails only. It is not available in Digital Channels, Conversations Mobile App, or other Talkdesk Workspace apps.
• Only Talkdesk Studio™ context variables of “phone” type will be masked.
• When Number Masking is enabled, all phone numbers in the contact details card will be masked during a conversation/wrap-up, and Agents are only allowed to search by contact name.
• In the event of momentary issues retrieving Workspace settings, Talkdesk will assume Number Masking is enabled. Reloading Talkdesk Workspace will resolve this situation.

 

IVR + Queue time

 

The “IVR + Queue time” metric is displayed in the Conversation Details card for inbound calls. This metric begins counting as soon as the call connects and displays the total time that the contact person spent listening to greetings, on IVR interactions, and waiting in the queue. The metric’s primary objective is to provide agents with insights into waiting times, empowering them to effectively manage customer sentiment and enhance overall customer experience.

 

Notes: 

• After a transfer, the IVR + Queue Time metric will not be displayed for the second agent that received the transfer.
• This metric will be displayed by default and does not require any configuration or enablement.

 

Update Contact During a Call

This feature ensures that the contact person's information, including the contact’s name and integration links to CRMs, is timely updated and accurately reflected in real-time, even while agents are handling live calls or in the wrap-up stage.

Updating a contact during a call ensures that agents always have accurate contact information without the need for manual page refreshing. This aims to improve efficiency in creating new contacts from incoming calls.

 

Note: This feature comes as a standard functionality and does not require any additional configuration for enablement.

 

 

Initiating internal calls, transfers, and consultations from Conversations to Unified Communications provider numbers/extensions

In an organization, not all workers are Contact Center Agents. There is typically a ratio of 1:10 between Contact Center Agents and employees with other roles. These non-agent employees are usually served by Unified Communications (UC) solutions - such as Talkdesk Phone, Microsoft Teams, among others.

To break down the silos and foster collaboration between Talkdesk Agents and UC users, Talkdesk CCaaS can be integrated with these UC providers, allowing Talkdesk Agents to call colleagues in UC via a secured, dedicated SIP trunk.

Agents in accounts with a configured UC (Unified Communications) provider (e.g. Talkdesk Phone, Microsoft Teams) can initiate new internal calls, transfers, and consultations to other Contact Center Agents (agent-to-agent) and to other colleagues outside the Contact Center (CC).

These users can be reached using the dial pad (by dialing their respective extensions/ dedicated numbers) or through the internal call, transfer, and consultation side panels, where Agents can directly dial or search for and select the colleague they wish to call (the former is only available if Talkdesk Phone or Microsoft Teams are configured in the account).

To initiate a call to a colleague:

• Use the dial pad’s input placeholder to dial the dedicated number or extension (to call an extension. Start by selecting the “Dial an Extension” option in the prefix dropdown list).

• Click on the “Call a colleague” icon, next to the dial pad and select “Contact Center” if you wish to call another CC agent or “More Departments” if you wish to call another colleague. 
  • • The “More Departments” tab, with the directory of all colleagues, is only available if the configured UC provider is either Talkdesk Phone or Microsoft Teams.

New calls to UC users will resemble the existing agent-to-agent calls experience, providing the agent with the identification of the callee in the calling screens, and including the mute and recording actions.

 

To initiate a transfer or a consultation with a colleague:

• While on a call, click on the “Blind Transfer” or “Consultation” button in the utility bar. 
• Select “Dial a Number” to dial the colleague’s dedicated number or extension (to call an extension, first select the “Dial an Extension” option in the prefix dropdown list).
• Select “Colleagues” and then “Contact Center” if you wish to call another CC agent or “More Departments” if you wish to call another colleague.
  • The “More Departments” tab with the directory of all non-agent colleagues is only available in case the configured UC provider is either Talkdesk Phone or Microsoft Teams.

Notes and Limitations: 

• To learn more about how to enable a UC provider for your account, please contact Talkdesk Support.
• Conferences to Talkdesk Phone users are not yet supported. Conferences to Teams users are supported, but Teams users are added via PSTN - additional charges may apply.
• Accounts can only have one Unified Communications (UC) provider configured. An account cannot have Talkdesk Phone, Microsoft Teams, Zoom, or other bespoke UC Integration configured at the same time.
• If the account has Talkdesk Phone configured, the “More Departments” side panel tab will feature a list of the existing Talkdesk Phone users and Phone ring groups, distinguishable by their avatar, along with their respective extensions. If a Talkdesk Phone user is also an Agent, to reach the agent via the Conversations app go to the “Contact Center” tab, and to reach the Phone user via Talkdesk Phone, go to the “More Departments” tab. In this scenario, if the agent is on a call in Conversations, a red “On a call” chip will be displayed. Despite being on a call in Conversations, the agent can receive a call, a transfer, or a consultation via Talkdesk Phone.
• If the account has Microsoft Teams configured, as in Talkdesk Phone, users will be listed under “More Departments”, and the same user experience should be expected, for new calls, transfers, and consultations. Unlike with Talkdesk Phone, Microsoft Teams users listing will contemplate their presence status (updated from the moment the side panel is opened, navigated or a search is made).
• When external devices are configured, calls, transfers, and conferences to dedicated MS Teams or TD Phone lines are not considered internal calls and may incur additional charges.
• Click-to-Call/Click-to-Consult to an extension from a webpage or from an integration is not yet supported. The extension is not recognized as an internal number and the call does not proceed.

 

Transfers / Consultations to Phone Numbers with a DTMF

This feature simplifies the process of connecting calls to phone numbers containing additional information like extensions or IVR (Interactive Voice Response) selections. Instead of requiring users to manually input these details after the call has been established, Conversations allows its users to dial, not only a phone number but also extensions or IVR selections, which are then automatically dialed.

How it works:

Phone Numbers with Short Extensions:

• When transferring a call or initiating a consultation, users can simply enter the long phone number followed by a forward slash "/" and then the extension or additional information. For example +18602485653/123. 
• Talkdesk ensures that the call reaches the intended recipient without the need for manual entry, even if the extension contains special characters like # or *.
• These calls are considered external and are billed accordingly.

Phone Numbers with IVR selections:

• For calls that involve IVR systems with DTMF (Dual-Tone Multi-Frequency) selections, you can enter the long phone number followed by a series of commas to represent 2-second pauses and IVR options. For example +18602485653,,1,2,3.
• Talkdesk will route the call to the long number first and then guide it through the IVR system, automatically entering the specified selections.
• Again, these calls are considered external and are billed accordingly.

Favorites with Short Extensions or IVR selections:

• You can configure your favorite long numbers, including those with extensions or IVR options, in Admin>Preferences>External Favorites
• Agents can easily access these favorites in the Contacts app or during calls (“Favorites” transfers side panel tab), simplifying the process of initiating transfers or consultations.
• The system automatically handles the necessary extensions and IVR selections for you.

To start using this feature, simply follow these steps:

1. During a call, open the Transfer/Consultation side panel > Dial a Number tab
   1. Users can also find and call the account’s favorite numbers with extensions or IVR options in the Favorites tab and the Contacts app > Favorites tab
2. Enter the long phone number, followed by a slash "/" or a comma, and the DTMF (extension or IVR selections), separated by commas.
3. Click the Call button and the call will initiate.

Notes and Limitations:

• Outbound calls and Conferences to Phone Numbers with a DTMF are not yet supported.
• If we call a long (valid) number with an invalid/non-existent DTMF, the call will proceed to the long number as usual, as we don’t have a way to validate whether a DTMF is valid or not.
• How will these calls be displayed in Reporting? The long number used in the transfer/consultation will appear in the Contacts Report (External Phone Number column), but DTMF won’t be displayed.
• In a Blind Transfer, as soon as the agent clicks on “transfer” the call ends on their side. The Contact person remains on hold until the DTMF stops being played.
• In a Consultation, the Agent that is executing the consultation remains in the dialing phase (without hearing the DTMF) until all steps are executed. 
  
  

Call Waiting

Call Waiting gives Agents the ability to manage multiple direct calls simultaneously. 

These direct calls can be enabled by adding the “Dial Agent” component in a Talkdesk Studio flow.

If the agent is in green, yellow, or red status, and a new direct call comes in, the agent will see the call ringing.

If the agent has other ongoing calls, a smooth beep will be heard, warning that someone is calling the agent’s direct line. To see more information about the new call, clicking on the call avatar [1] shows the ringing screen for that call.

On the ringing screen, the Agent can decide to either accept or reject the call.

By clicking the Accept call button [2], the agent will immediately speak with the contact person, while the active call is put on hold (if applicable).

By clicking the Reject button [3], the call is removed from Conversations and the contact person hears a message informing that the Agent is currently unavailable.

To switch between calls, the agent has to click on the call avatar and click Switch back to this call [4]. The previous ongoing call will be put on hold.

There is a limit of 6 simultaneous calls per Agent: 1 automatically assigned call and 5 dedicated line calls (the dedicated line must be set up via Studio). If an agent is already on 6 calls and receives a 7th call, this call won’t ring and the contact person (who called the Agent’s dedicated line) will be notified of the agent’s unavailability and the call will be sent to voicemail (if enabled).

 

Important Notes:

• If the ongoing call disconnects, the agent will automatically jump to the call that was previously opened.
• Call Waiting is not supported by Consultations and Conferences. 
  • While on a Consultation or Conference, the Agent can’t switch calls. 
  • After accepting a direct call, it is not possible to pick up a previously assigned Consultation or Conference, unless the consultation/conference is executed to the Agent's dedicated phone number.
  • It is not possible to Click-to-Consult a number when all ongoing calls are on hold. 
• In case all calls are on hold, if the Supervisor attempts to monitor the call, the system will assume the last active call.
• Call Waiting does not support External Devices - Agents with a configured SIP device or an external phone won’t be able to handle multiple direct calls.
• Call Waiting does not support Multiple Device Mode.
• Call Waiting does not support Copilot.
• Call Waiting does not support the configuration of post-call flows in Studio (ex. Feedback Surveys).
• Call Waiting does not support the configuration of manual outbound flows in Studio (ex. Compliance Call Recording).
• Call Waiting is not supported on the Conversations Mobile app (only Call Switching).
• Call Waiting is not supported with Preview Dialer calls, as it is not possible to switch from a Dialer call to a call ringing on the agent's dedicated line.
• Call Recording, Auto-Answer, Integrations, and Automations are all available for all calls if enabled.

To learn more about this feature, please consult our Knowledge Base articles on the configuration of the Dial Agent component in Talkdesk Studio (Component, Preferences, Exits) and on the way these calls are reported.