Testing your voice support setup – Second Brand

Suite

Team, Growth, Professional, Enterprise, or Enterprise Plus

Support with

Talk Team, Professional, or Enterprise

After you’ve set up the voice channel, you can test voice to ensure incoming and outgoing calls are working correctly. Additionally, you can test that voicemail is working properly.

When you started your Zendesk Suite trial, you were assigned a phone number that is ready to be used. If you’re using an older version of Zendesk, you might need to add a phone number before you start testing.

This article includes the following sections:

Testing outbound calls
Testing incoming calls
Troubleshooting tips for incoming and outgoing calls
Testing voicemail
Troubleshooting tips for voicemail

Testing outbound calls

When you started your trial, you received a phone number so you can jump in and start testing. If you want to purchase a different number, or use your own phone number, see Adding phone lines. Use these instructions to test whether outbound calls are working correctly.

To test outbound calls

In Support, click the Call icon () in the topbar.
In the call console, click the dial pad icon ().
In the outbound call number drop-down (), choose the number that will place the call.
You can click the number to select another available number from which to call. The outgoing line used by default is the last one used by the agent.
In the Name, phone number field, use the dial pad to enter the phone number you want to call as a test, then click Call. You can use your personal phone to place this call or arrange to call another person.
When the caller answers, check the following:
1. Can the recipient hear you clearly?
2. Can you hear the recipient clearly?
3. Are there any other call quality issues, such as dropouts or jitter?
When you’ve completed the test call, click Hang up.
In Support, open the Unassigned tickets view.
Check to see if a ticket was created based on the call.

Testing incoming calls

To test incoming calls

From a phone, dial your number.
In Support, click Accept to answer the call in the incoming call notification.
After you answer the call, check the following:
1. Can the caller hear you clearly?
2. Can you hear the caller clearly?
3. Are there any other call quality issues, such as dropouts or jitter?
When you’ve completed the test call, hang up your phone.
In Support, open the Unassigned tickets view.
Check to see if a ticket was created based on the call.

Troubleshooting tips for incoming and outgoing calls

If you experience any problems with your call, check the following:

Check your network connection. You need a minimum of 500kbps network bandwidth.
Try using a different headset. A headset from a cell phone might not give the best audio or microphone quality. Dedicated analog or digital headsets work best.
Use built-in reporting to understand whether your network or call audio quality are experiencing issues.

For more help, see:

Testing voicemail

When you can't answer calls, there is built-in voicemail that creates a ticket with the customer's voicemail attached.

Voicemail is enabled by default, but you can configure voicemail settings. You can test your voicemail when you’re ready.

To test voicemail

From a phone, dial your phone number.
Don’t answer the call.
You’ll hear a greeting and music. After around 30 seconds, you can leave a message.
Leave your message, then hang up your phone.
In Support, open the Unassigned tickets view.
Check to see if a ticket was created based on the voicemail.
Click the play button in the ticket to listen to the voicemail.
Ensure that the complete voicemail was recorded and that the audio quality is acceptable.

Troubleshooting tips for voicemail

If you experience any problems with voicemail, check the following:

Do you have a good network connection? You need a minimum of 500kbps network bandwidth.
Is voicemail activated? See Configuring voicemail options.

For more help, see: