Call Recording in Zendesk Talk
How are calls recorded when using Zendesk Talk?
Calls are recorded when answered over the cellular network, even if the call is forwarded to your phone. This ensures that all interactions are documented, regardless of the device used to take the call. If you need to make an outbound call, it must be initiated through the Support UI to ensure proper recording.
More related questions
Can I receive calls on my phone if my computer is off?
Yes, you can still receive calls on your phone even if your computer is off. As long as your agent state is set to 'Online' in the call console in Zendesk Talk and you have selected 'Via Phone' for call routing, calls will be forwarded to your…
What happens to call forwarding if omnichannel routing is enabled?
If omnichannel routing is enabled, call forwarding behavior changes. When an agent's status is automatically set to offline due to disconnection, calls will no longer be forwarded to the agent’s phone. This means that if you rely on call…
Why are calls not coming through the Zendesk Talk app?
Calls may not come through the Zendesk Talk app if the agent forwarding number is not filled in or if the app is not set up correctly. Ensure that the agent's forwarding number is entered in the agent details and that the 'Via Phone' option is…
Can I make outbound calls using the Zendesk Talk app?
Currently, the Zendesk Talk app does not support making outbound calls. To make an outbound call, you need to use the Support UI. The app is designed to help agents manage their online or offline status while away from the computer, but it does not…
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