Using Talkdesk

Setting Up the Agent Environment

• Setting up your Browser to Work with Talkdesk
• Confirming your Talkdesk Invitation
• Logging In to Your Talkdesk Account
• Logging Out of Your Talkdesk Account
• Installing Talkdesk Callbar (Agent Guide)

The Agent Dashboard

• Calls Section
• Filters in the Calls section: Ring Groups and Agents
• Contacts
• Contact Lists and Tags
• One Click List Dialing
• Contact Activity

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Making Calls

• Selecting the Outbound Caller ID
• Making a Call
• Copying / pasting numbers in the keypad: Autocomplete Country Code
• Click to Call
• Calling an Agent or Manager (agent to agent calls)

Receiving Calls

• Phone numbers search and filters
• Desktop Notifications
• Receiving a Call
• Merging a call with another contact

Call Controls

• Call Controls
• Call transfer types: blind transfer and warm transfer
• Call transfer options: Agents, Ring Groups and External Phones
• Creating a Hotlist of External Favorite Phone Numbers
• Call Conferencing
• Adding Notes to a Call

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Agent Settings

• Agent Profile: Adding an External Phone Number
• Multiple Device Mode Settings
• Agent Settings: Dedicated Lines and Extensions (Voicemail, Timezone and Business Hours)

Security Settings

• Changing your Talkdesk password
• Two-factor Authentication

FAQ - Using Talkdesk

• Talkdesk Learning Academy: FAQ
• Does Talkdesk Offer Training for Customers?
• Is it Possible to Make 911 Emergency Calls from Talkdesk?
• Resetting a lost or forgotten Talkdesk password
• Are there numbers that I cannot call from Talkdesk?
• How does Talkdesk route calls to the If-No-Answer phone number?

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