You can let agents make outbound calls by clicking a phone number in a ticket or a user profile in Zendesk Support.
Calling from a user profile:
Calling from a ticket:
How it works
The phone numbers in tickets and profiles are activated by installing a Zendesk app that listens to the voice.dialout
event in the Zendesk Apps framework. See Talk Partner Edition events in the framework docs.
When a user clicks a phone number in a ticket or user profile, the voice.dialout
event fires and returns an event payload such as the following:
{
"number": "+12125550000",
"from": "user_phone_identity",
"userId": 123,
"ticketId": 123
}
Use the data (specified as e
in the following example) to initiate an outbound call:
client.on('voice.dialout', function(e) {
makeCall(e);
});
See Working with events in the framework docs.
You can use the optional voice.error
event to handle errors. The voice.error
event fires when something goes wrong with the voice.dialout
event. For example, if the TPE subscription is not available for the current account, the voice.error
event fires and returns the following payload:
{
"code": 1,
"message": "Forbidden: check Talk Partner Edition subscription"
}
Sample app
See the Talk Partner Sample App on GitHub. The app listens to voice.dialout
and voice.error
and displays their payload.
2 Comments
>The phone numbers in tickets and profiles are activated by installing a Zendesk app that listens to the
voice.dialout
event in the Zendesk Apps framework.Has something changed to this statement recently? I just disabled all apps and still have "Call this number" in both ticket and user views and can click it. It naturally leads to "There was an error completing your call." error appearing.
We are completely dependent on this listen-to-enable contract in our app (3rd party call center), and now things have become worse. It seems we can still handle
voice.dialout
event, but the error message is shown all the time!Hi Aleksandr — because this might involve account specific info, let's pick this up in a private ticket. As far as I know, nothing recently changed but this sounds suspicious. Please check your email and we can pick things up there.
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