How can we Help?

Getting Started

• 6 Steps to Get Up and Running with Talkdesk
• Adding Numbers
• Configuring a Phone Number
• Inviting your Team
• Connecting Talkdesk to your Business Tools
• SCIM User Provisioning with OneLogin

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Callbar

• Processing Payments on a Call
• Click-to-Transfer
• How to Uninstall Callbar from Mac
• Callbar FAQ
• How to Uninstall Callbar from Windows
• Installing Callbar App on Mac

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Talkdesk Studio

• Talkdesk Studio
• Studio FAQ

Talkdesk Omnichannel

• Talkdesk Omnichannel: Overview

Talkdesk APIs

• Talkdesk APIs

Making and Receiving Calls

• Talkdesk Callbar
• Routing Settings
• Auto-Answer
• Enabling Desktop Notifications
• Automatic vs Customized Outbound Caller ID
• Configuring an Outbound Caller ID

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Agents and Teams

• Roles and Permissions
• Setting up Ring Groups
• Managing Agents using Filters and Bulk Actions
• Enabling Specific Device Settings per Agent
• After Call Work & Call Disposition Dialog
• Dispositions

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Phone Numbers - Coverage

• Phone Numbers Coverage
• Phone Numbers: Documentation Requirements

Phone Numbers - Porting

• Porting International Numbers to Talkdesk
• In what countries do we offer Porting?
• Porting US/Canadian Numbers to Talkdesk
• How long does it take to port my existing phone numbers?
• How much does it cost to port my existing numbers to Talkdesk?
• Can I take my numbers with me if I decide to leave Talkdesk?

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Phone Numbers - Configuring

• Numbers Custom Settings
• Ringing Timeout
• Enabling Extensions on Agents and Phone Numbers
• Dedicated Phone Numbers
• Assigning a Talkdesk Number to be a VIP Phone Number
• Compiling a Blocklist of Phone Numbers

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Customizing your Call Center

• Preferences Overview
• Alternative to dedicated phone numbers
• Automatic Away Status
• Automatically Close Call Summary Window
• Call and Voicemail Recording Retention Policy
• Call Quality Feedback

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Queue Management and Features

• Customizing the Welcome Greeting
• Maximum Queue Size
• Forced Queuing
• Customizing the Available Agents Greeting
• Intelligent Reconnect
• Customizing the Intelligent Reconnect Prompt Message

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Waiting Queue

• Waiting Time Limit
• Customizing the Waiting Message
• Activating the Queue to Voicemail
• Customizing the Full Waiting Queue Message
• Customizing the Delay Announcement Message
• Redirecting Calls to Voicemail rather than the Waiting Queue

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Voicemail

• Voicemail Settings
• Configuring the Limit for Voicemail Length
• Configuring Voicemail Transcriptions
• Email notifications for voicemails
• Customizing the Voicemail / Not Answered Message
• Disabling Voicemail

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IVR

• Setting up an IVR
• Deleting / removing an IVR tree
• Going back to the previous menu and replaying the main IVR
• Is the delay between IVR prompts customizable?
• After Hours IVR

Login Settings

• Talkdesk Single Sign-on
• SSO with Salesforce Credentials
• Okta SSO Activation
• OneLogin SSO Activation
• SSO with Google credentials
• SSO with Microsoft

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SIP - All you need to know

• Can I use SIP devices with Talkdesk?
• SIP clients: Networking Details
• Bria SIP Device Instructions
• Cisco SIP Device Instructions
• Zoiper SIP Device Instructions
• Polycom SoundPoint IP 335 Instructions

Contacts

• Uploading contacts into Talkdesk via CSV
• Managing Contact Tags
• Searching for Contacts by Tag
• Deleting a Contact From Talkdesk
• How can I make sure a call is logged under the correct contact when it comes from a different number that is not on file?
• Adding Custom Fields

Sentiment

• Sentiment Settings: Customer Satisfaction (CSAT) Surveys
• CSAT Phone Configuration (Beta)
• Sentiment Settings: Mood Surveys
• Contact's Mood (Beta)
• Sentiment FAQ
• SMS Legal Obligations (Beta)

Security and Compliance

• SHAKEN/STIR
• Kari's Law

System and Network Best Practices

• Best Practices when Working From Home
• Setting up Talkdesk: Requirements and Best Practices
• Network Requirements: Firewall and Quality of Service (QoS)
• Implementing QoS on Windows Environments
• Windows configuration for Callbar
• Internet Connection

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Talkdesk Workforce Management

• Workforce Management Glossary
• Workforce Management Overview
• Getting Started with WFM
• Configuring Workforce Management
• Importing History
• WFM for Agents

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Talkdesk Guardian

• Guardian FAQ
• Using Talkdesk Guardian
• Using Talkdesk Guardian Overview
• Using Talkdesk Guardian Users
• Using Talkdesk Guardian Logs
• Using Talkdesk Guardian Cases

Talkdesk Guardian Guardrails

• Guardian Guardrails FAQ
• Using Talkdesk Guardian Reporting

Talkdesk Guide

• Using Procedures
• Using Articles
• Using Topics
• Using Spaces
• Information Architecture
• Talkdesk Guide Overview

Talkdesk Agent Assist

• Agent Assist: Overview
• Installing Agent Assist
• Installing Agent Assist Configuration
• Agent Assist: Creating Automations
• Agent Assist: Language Selection
• Agent Assist: Remote File Configuration

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Talkdesk Speech Analytics

• Getting Started with Speech Analytics
• Using Search with Speech Analytics
• Using Dashboards with Speech Analytics

AI Trainer

• Getting Started with AI Trainer

Talkdesk Outbound Dialer

• Installing the Outbound Dialer
• Managing Access to the Outbound Dialer App
• Creating a Disposition Set for a Campaign
• Duplicating a Campaign
• Running a Campaign
• Accessing the Outbound Dialer's Reporting

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Callbar Chrome App

• Callbar Chrome App (Admin Guide)
• Installing Callbar Chrome App Automatically in G Suite

FAQ - Configuring Talkdesk

• Is it possible to change the amount of time the call rings each agent?
• Can I add a form on my website or app so my customers can request an agent to call them?
• How many agents should be rung at a time?
• How are calls routed?
• Is it possible to add our German and Norwegian customer service phone numbers to our Talkdesk account ?
• How to set up BYOC with Talkdesk

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