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Selecting a Zendesk Sell Voice Phone Number and Transfer Number

After you sign up for one of our Zendesk Sell Plans, you'll want to select the phone number you will make and receive calls from.  To get started with Sell Voice and choose your number, follow these steps:

1. Go to Settings in Sell and click on Voice and Text.

2. Click the "Choose your own Zendesk Sell Phone Number" link below the default +16502852316 phone number.

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3. Select your Country Code from the drop-down list. Then, you can search for available phone numbers based on part of a phone number, zip code, or area code.

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For example: If you want your Sell phone number to begin with the area code "415", select the "area code" option in the Search by drop-down menu.

4. Click Find Number and a list of available phone number will appear. Once you see a number you want, click on it to select.

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5. On the next screen, click Claim Number and you’re all set!

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Mobile Number for Transfers and Voicemails

If you do not want to make a call through your computer, you can transfer calls to a mobile or landline phone. In order to call via transfer number, enter your transfer phone number in the "Mobile Number for Transfers" box. 

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After you add a transfer number, you will now see “Call via Transfer”. When you click this, your transfer line will ring. 
 
After you pick up your transfer line, we will call the contact for you. The call will still be recorded and logged in Sell.

Your Sell Voice number will show on the call recipient's Caller ID. 

Transfer Pricing

When you are using a transfer number, you are charged for each leg of the call. The first leg would be the connection between your phone and Sell. The second leg would be Sell to your customer. The listed call rates are per leg. For example, if you are making a call in the United States via call transfer, you'd be charged 4 cents per minute (2 cents per leg).

Voicemail Setup

Your transfer number can also be used to serve as your Sell account's Voicemail. When the transfer number is set up in your account, any call to Sell Voice that is not answered will transfer to that number. Should you not answer there, the call will go to that number’s voicemail. A recording of the voicemail left will be placed in your Sell account as well, on that Contact’s record.

Best Practices in Call Recordings

If you plan to record phone calls within Zendesk Sell, you will need to comply with applicable laws and regulations. 

Notice: This information is not legal advice, and we recommend that you consult with your legal counsel to make sure that you are complying with all applicable laws in connection with any calls you transmit, receive, and record using Zendesk Sell. You are responsible for using the recording features in Zendesk Sell in compliance with all applicable laws, including any requiring End-User and/or Agent consent prior to initiating a recording.  By enabling call recording, you agree that you have received such consent.

Laws Relating to Call Recordings

Various federal and state laws apply to the recording of telephone calls, including the California Invasion of Privacy Act and other similar laws. Some of these laws require that both parties to a telephone call provide their consent prior to recording a call, whereas others require only one of the parties to provide this consent. There are also laws outside the United States, such as in the European Union, that require you to get the consent of participants before recording a call.

In addition to legal requirements regarding consent, there may also be laws governing how you use, disclose and secure your call recordings depending not only on where your participants are located, but also on business sector specific laws or industry standards.

Determining which laws apply to recording a call can be complicated when participants are in multiple states or countries, or if you cannot be sure about the location of one or more call participants. For these reasons, it is important to familiarize yourself with the laws and standards that will apply to your specific call recording use case to make sure that you configure your call recording technology in a compliant manner.

Best Practices

Obtaining consent:  Because the consent laws vary and it can be difficult to determine the location of a call participant, it is best practice to comply with the strictest consent laws and obtain consent from all parties to any recorded call. This can be achieved by playing a pre-recorded greeting, or by clearly announcing that the call will be recorded at the beginning of a call. One option, depending on the laws in your jurisdiction, is to disable call recording for the phone numbers you use for outbound calls as outbound pre-recorded greetings are not supported in Zendesk Sell. The right approach for your use case will depend on your specific situation and should be decided in consultation with legal counsel familiar with your business.  If a participant to a call elects not to be recorded, you should respect and comply with this choice.

Additionally, it is a good idea to keep up-to-date and adequate records of the method you used obtained consent. Finally, you should not keep call recordings you don’t need by implementing a deletion policy.