Activating the voice channel

Switching Talk on and setting the queue limits and greetings, before any number exists and before anything rings.

Switching Talk on and setting the queue limits and greetings, before any number exists and before anything rings.

Activate it

1. Open Admin Center, then Channels, then Talk and email, then Talk.
2. Tick Enable Talk.
3. Set Maximum queue size and Maximum queue wait time. Callers past either limit go to voicemail.
4. Save, then open the Greetings tab and record what callers hear.

Nothing rings yet. Talk is available and waiting for a number.

The settings worth thinking about

• Maximum queue size and wait. What happens when the queue is full or somebody has waited too long. Voicemail is the usual answer.
• Greetings. What callers hear on connecting, waiting and reaching voicemail.
• Whether agents can make outbound calls.
• Recording, which has obligations attached.

Record your greetings properly

They are the first thing every caller hears. A greeting recorded on a laptop microphone in an open office sets a tone you did not intend.

Short, clear, and recorded somewhere quiet. It is worth the ten minutes.

Then agents

Talk being active does not give anyone the ability to take calls. Agents need voice permission and a working setup, and that is a separate step.

See also

• Adding a phone number
• Giving agents access to voice
• Setting up voicemail
• Can I change the outbound caller number
• Can I turn off automatic ticket creation for calls
• Can I turn off inbound calls