Taking and making calls

Taking calls in the helpdesk

Calls ring in the Helpdesk, in your browser. There is no phone or app to install. To get calls, go online for Voice on your markets in the status button at the right of the helpdesk top bar (see Online status and live offers). Numbers, menus and overflow are set up as described in Phone.

When a caller reaches the queue, Zuzana rings the least busy agent who can take it. An Incoming conversation card drops from the top bar with a ringtone and a 45 second countdown, while the caller hears your hold music.

• Connect 📞 Takes the call, opens the ticket and connects you in one click.
• Claim Opens the ticket without connecting. You have 30 seconds to click Connect on the call card. It warns you 10 seconds before; I need more time gives you another 30, otherwise the caller goes to the next agent.
• Pass Sends the call on and sets you offline everywhere.
• No answer ⏱ After 45 seconds the call moves on, and with Go Offline When An Offer Rings Out on (the default, under Settings → General → Helpdesk, Live Agents tab) you are set offline.

You can also take a waiting call from the board: open the ticket and click Connect. The button reads Ringing on or Claimed by a colleague when it is theirs, and Go online to take calls when you are offline.

Allow the microphone the first time. If the card says Microphone access is blocked, follow its steps, and click once anywhere in the helpdesk after opening it so the browser lets the ringtone play.

Why calls are not offered to me

Calls are only pushed to an agent who can take them. You are skipped when:

• You are not online for Voice on that market 🔴 A Pass or a missed ring sets you offline everywhere, and I'm away pauses all calls.
• Your access rules leave it out A dash in the Voice column means your capabilities do not cover phone, that market or the call's tags.
• You already hold a call A live call, a claimed call not yet connected, a voice handover, or a Call back you clicked but have not placed. While you hold a call, no calls or chats are offered to you.
• A card is already ringing for you One rings at a time; other callers wait in the queue.
• No helpdesk tab is open Cards only ring in the Helpdesk. A Dashboard in another tab is fine if a helpdesk tab stays open. With every Zuzana tab closed, calls stop within about 90 seconds (default settings).
• You already passed or missed this caller Colleagues get it first.
• A colleague is less busy The agent with the fewest open chats and calls is rung first.

No status button at all? Has Live Agents is off under Settings → Helpdesk, Live Agents tab.

On a call: the call card controls

The call card in the ticket has Hang up, Transfer and, on calls you placed, a Keypad for phone menus. Calls use your computer's default microphone and speaker; Zuzana has no device picker.

• There is no mute button. Use the mute on your headset.
• There is no hold button. To step away, start a Voice handover to a colleague: the caller hears hold music while you talk, and Take back returns you to them.
• Hold music 🎵 is set under Settings → Phone, Hold Music, and plays in the queue and during transfers.
• Do not close or reload the tab mid-call. The browser warns you. If you do, the caller goes back on hold and the call rings you first.
• One call at a time. A second gives "You are on another call. Finish or release it before taking this one."

While a call is live you cannot Unclaim, skip or reassign it ("This call is active. Use Transfer or wait until it ends.") or close it ("Cannot close conversation while a phone call is active").

Transferring a call to a colleague, a squad or a contact

Click Transfer, choose Direct or Voice handover, pick a target, add an optional note and click Transfer call or Start voice handover.

• A colleague 👤 is listed when they have Zuzana open on this team and are not away or on a call. They do not need to be online for Voice.
• A squad shows N available; its least busy available member gets the call (see Squads). Anyone available picks the least busy colleague online for Voice on this market.
• Contacts 🚚 are carriers, stores and suppliers saved under Helpdesk → Contacts as Carrier, Store/Showroom or Other, with a phone number. Voice handover only: you talk first, then Complete transfer connects them to the caller. You are free at once; the ticket stays yours.

The call comes back to you if the colleague passes, does not answer in 45 seconds, or accepts a handover but does not join within 60 seconds or clicks Leave consult. Cancel transfer stops it before they accept.

• "There is no active call to transfer." The call is no longer live, usually because the caller hung up.
• "The customer has not answered yet." A call you placed is still ringing.
• Transfer is greyed out Nobody can take it and the team has no contacts.

Listening in on a live call 🎧

When you open a ticket with a live call you are not on, Listen in appears under the call card. The card then says "Listening in silently. The caller and agent can't hear you." Click Stop listening to leave. It is one way only: there is no whisper or barge-in.

After a call ends

The card shows Call ended and the duration. There is no wrap-up timer: you are free at once and the next caller or chat can ring. The ticket stays claimed by you, so add your note, tag it and click Close & Next. Need a minute? Switch on I'm away.

Missed calls, callbacks and voicemail

• Missed call A caller who hung up in the queue leaves a ticket with a Missed call card.
• Callback requested 🔁 If your queue offers it, a waiting caller can press a key to be called back and keep their place. Agents get a Callback requested card, and accepting dials the customer.
• Voicemail 📼 The card shows the transcription and the recording.

To call back, click Call back below the thread, next to Send an SMS. It shows on any phone ticket whose customer has a number, once no call is live. Then click Call Back on the card that appears, or Cancel. Until you dial (or for about 30 seconds) no other call rings for you.

Making an outbound call

1. In the helpdesk top bar, click New conversation
2. Choose Phone and the Market you call from
3. Search the customer or contact, or type a number in Or New Phone Number
4. Click Start Conversation, then Call on the call card

The number the customer sees: a call back shows the number they rang. A new call shows the chosen market's number (the first one added, if it has several), or another of yours if it has none. The form shows it as Calling from. Calls always show one of your Zuzana numbers: showing another number, such as a main number you keep at another carrier, is not possible.

Foreign numbers 🌍 Type the country code (+46, +49), or the number is read as being in your calling number's country. Each destination country must be opened on our side: if a call ends at once with Call failed and "Geo permission not enabled for the destination country", ask us. The card always names the reason.

Call recordings, transcripts and summaries

A recorded call shows a Call recording player on its call card and, with transcription on, a Summary and the transcript (Agent and Caller).

• Only consented calls are recorded. That means the call passed a Record step in your IVR flow and the caller did not opt out. Only the talk with the agent is recorded, not the menu or hold music.
• Calls you start from New conversation are not recorded. A call back follows the caller's original choice.
• Retention 🗑 Settings → Phone, Recording Retention: default 90 days, 1 to 3650. Older recordings, transcripts and voicemail audio are deleted every night. Call times, durations, the summary and the voicemail text stay.

Note: We cannot tell you what the law requires. Zuzana gives you a Record step per market with a disclosure prompt and an opt-out key (or opt-in, by swapping the branches), transcription on or off, and a retention period. Agree the wording with your legal adviser.

The phone queue pill

The pill in the helpdesk top bar shows callers waiting and the longest wait, for example 2 in queue · 1:45. Click it for each market.

• Grey nobody waiting, amber someone waiting, red 🔴 someone has waited 5 minutes or more.
• It counts callers on hold for an agent, not callers in the menu or callbacks, and only calls you may see. It updates live.

Phone statistics

Your Calls handled and Avg. talk time are on the helpdesk Home, and the Dashboard filters by Phone (see Analytics: what every number means). For "who took which calls", ask through Zuzana's MCP.

Good to know

• There is no VIP or priority line. Waiting callers are served longest wait first. A market can answer on several numbers, each with its own IVR flow that can tag the call, so a separate number for your stores is possible. Ask us for one.
• What callers hear comes from the market's IVR flow, in that market's language. Admins change it under Phone.
• Calls cannot ring on a mobile or desk phone. Calls nobody takes can go to the overflow number (see Phone).