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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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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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 APIs

• Talkdesk APIs

Making and Receiving Calls

• Live Contacts in Queue
• Talkdesk Callbar
• Routing Settings
• Auto-Answer
• Enabling Desktop Notifications
• Automatic vs Customized 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 which 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 Account

• Preferences Overview
• IP Allowlisting
• E911: Overview and Enablement
• Alternative to dedicated phone numbers
• Automatic Away Status
• Automatically Close Call Summary Window

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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
• 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
• Sentiment Settings: Mood Surveys
• Sentiment: Contact's Mood
• Sentiment FAQ
• SMS Legal Obligations

Security and Compliance

• SHAKEN/STIR
• Kari's Law
• E911: Terms and Conditions

Talkdesk Agent Assist

• Agent Assist: Intent model selection
• Agent Assist: Quick Answers
• Agent Assist: Overview
• Installing Agent Assist
• Installing Agent Assist Configuration
• Agent Assist: Creating Automations

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Talkdesk AI Trainer

• Training Speech-to-Text Models in AI Trainer
• Training Intent Models in AI Trainer
• Getting Started with AI Trainer

Talkdesk Feedback

• Talkdesk Feedback
• Setting up an IVR Survey
• IVR Template Script

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 Guardian Identity

• Talkdesk Guardian Identity: Overview
• Guardian Identity: Phone Validation Overview
• Talkdesk Guardian Identity: Configuring Voice Authentication and Voice Enrollment in Studio
• Guardian Identity FAQ

Talkdesk Knowledge Management

• Talkdesk Knowledge Management Overview
• Using Collections
• Using Articles
• Using Procedures
• Using Topics
• Information Architecture

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Talkdesk Omnichannel

• Talkdesk Omnichannel: Overview

Talkdesk Predictive Dialer

• Installing the Outbound Dialer
• Managing Access to the Outbound Dialer App
• Creating a Campaign
• Duplicating a Campaign
• Uploading a List
• Creating a Disposition Set for a Campaign

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Talkdesk Phone

• Talkdesk Phone Overview
• Talkdesk Phone Home
• Talkdesk Phone Dashboard and Configurations
• Talkdesk Phone Users
• Talkdesk Phone Devices

Talkdesk Interaction Analytics

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

Talkdesk Studio

• Talkdesk Studio
• Studio FAQ

Talkdesk Virtual Agent

• Virtual Agent Voice: Overview
• Virtual Agent Digital: Overview
• Installing Virtual Agent

Talkdesk Workforce Management

• Getting Started with Workforce Management
• Workforce Management Overview
• Configuring Workforce Management
• WFM for Resource Planners
• WFM for Agents
• WFM: Importing History

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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 other customer service phone numbers to our Talkdesk account ?
• How do I remove an agent that no longer works at my company?

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