Introduction to Talkdesk

Talkdesk was built with the agent in mind. We made sure that everything you should know
about each customer pops up on your computer screen, when they call. Talkdesk makes it easy
for you to answer and to make calls, to edit customer information and to write notes about your
calls. This manual will help get you acquainted with the Talkdesk integration, will provide more
information about the functions and will give you tips on how to implement the most popular
automated tasks. We really hope Talkdesk makes your job easier and that you love it as much
as we do.

Getting Started

At this point, your manager has already set up the Talkdesk and sent you an email invitation.
Before you open the email, make sure you are using google chrome as your browser. Talkdesk
works best on ​Google Chrome.

Choose Password

Open the email entitled “[talkdesk] invitation instructions” and click on the link that says “accept
invitation”

.
After you click on the link, you will be asked to choose a password

https://yourcompany.mytalkdesk.com​is your login URL - Make sure to bookmark this link.

Once you select a password, you will be inside your new Talkdesk and you will see this screen:

Click the “allow” button at the top of your screen next to the prompt that says
“https://yourcompany.mytalkdesk.com/ wants to use your microphone”.
This will allow you to use your computer to make and receive calls. It will also allow you to
speak with people using your computer microphone or headset. Talkdesk will not work properly
unless you click this “allow” button.

Enabling Desktop Notifications

Your manager will decide whether or not they would like Desktop Notifications to be activated
for your account. Desktop Notifications allow you to see a screen pop as your phone rings, even
if you have the browser minimized. If your manager has activated Desktop Notifications for your
account, you will see a gray bar at the top of Talkdesk that says, “allow your
company.mytalkdesk.com to show desktop notifications”. If you would like to use Desktop
Notifications, click “configure”.
Set Your Availability

Agent Status is a helpful way to show your entire team what you are up to and whether or not
you are free to take a call. It is also a way for Talkdesk to know whether or not we should send
calls your way, or whether you are too busy to receive calls and we should send them to
another agent or voicemail.
Available​› you are logged into Talkdesk and are free to take calls

After Call Work​› your status will automatically change to “after call work” after you end a call,
for a predefined amount of time or while you are taking notes about the call; during this time,
you can wrap up the call; you won’t receive calls while in this status

Away ​› you are logged into Talkdesk but are away from your computer and unable to take calls

Offline ​› you are not able to take calls

Your administrator can modify or add more status options (for example, lunch break) so there
may be more status options than the default ones already in your account.
You can change your status at any time from the first dropdown menu on the top right corner.
Talkdesk will also change your status for you automatically when you are on a call, away from
your desk or logged out.
When your status changes, everyone signed into Talkdesk will know what you’re up to. They
can see your status in the reporting tab, when they are transferring calls and when they are
starting a conference call. If your status is red, orange or gray, you can’t receive calls.
If your status is green, calls can be routed to you.
Logging Into Your Talkdesk Account

To log into Talkdesk, please visit https://yourcompany.mytalkdesk.com.

NOTE​: yourcompany is the name of the company you work for. This link was sent to you in the
welcome email from Talkdesk entitled: “[talkdesk] invitation instructions”. You will then be asked
to insert your email and password in order to login to your account.
Logging Out of Your Talkdesk Account

When you are finished with making and receiving calls, updating information, etc. it is important
that you logout of Talkdesk so we don’t route calls to you. To do so, click on your name at the
top right corner and select “logout”.

Recent Calls

When you login to your Talkdesk, you will first see the Recent Calls list:

The Recent Calls list allows you to see a list of all the people who have contacted your company
or team, listed in chronological order.
The icon on the left indicates whether the call was made (​arrow pointing up​) or received
(​arrow pointing down​) by your company and the color of the arrow indicates whether the call
was an outbound (​green​), inbound (​blue​) or it was missed (​red​).
The “​agent​” column shows whom the caller spoke to from your company.
The “​via​” column shows what number the caller dialed (if the call was received) or what number
the agent was using to contact the caller (if the call was placed).
The “​when​ ” column indicates when the call was placed or received.
The “​duration​” column indicates how long the call lasted.
You can listen the recording of the call by pressing the “play” button

Voicemails

The Voicemails section is where you can see a list of all recent voicemails that your company or
team has received, in chronological order. When you click on the “voicemails” tab, your screen
will look like this:
The number on the “voicemail” icon indicates the number of voicemails left in your mailbox.

The “contact” column shows the name of the person who left the voicemail (or their phone
number if they are a new contact). If you click on the contact name or phone number (if the
caller is a new contact), you will see more detailed information about the caller who left the
voicemail: profile information of that person as well as the previous calls, voicemails and other
interactions your company had with him.
You can check the status of the voicemail in the “status” column (i.e. new, read).
The “via” column shows what number the caller dialed.
The “when” column indicates when the voicemail was received.
The “duration” column indicates the length of the voicemail.
You can listen to the voicemail recording by pressing the “play” button.

Contacts

In the Contacts tab you can search for contacts, edit existing contacts, create new ones and
delete existing contacts. Below is information about how you can optimize the use of the
contacts tab
Searching Contacts

By default your contacts list displays a set of contacts ordered alphabetically by name (the
name is replaced by the phone number in case it does not exist).

You can search for contacts (and sort contact lists) by the contact’s first or last name (“name”),
the contact’s email (“email”), the company the contact works for (“company”) or the phone
number the contact dialled when calling your company (“number”).
First, choose how you would like to sort the contact list from the dropdown menu, then type in
the information you are looking for and press “enter”, the calls will be sorted as per your
selection.
Searching for Contacts by Tag

You can also search for contacts by “tag”. A “tag” is a label that is applied to the contact for
identification purposes. For example, you can apply a tag called “vip” to your best customers
and then search the contact lists for all customers with the “vip” tag.
To do this, there is a separate dropdown menu. Just select the “tag” that you would like to sort
the list by and the result will be a list of all contacts that have that tag.

This is helpful for viewing and compiling lists of all partners, leads, qualified leads, unresponsive
contacts etc.

By default, only 25 contacts are displayed at a time. If you click on the arrows at the bottom of
the page, you will see the next 25 contacts.
Contact Activity

To open a contact, click on their Name or Phone number on the “recent calls”, “voicemails”,
“contacts” section, call bar or in any other place on Talkdesk.

Talkdesk stores every interaction that a customer has with your company in one place: the
contact’s “activity” tab.
You will see inbound and outbound calls, voicemails, chat transcripts, tickets, cases, notes, etc.
from this contact.
Talkdesk also pulls information from other business tools you are using (i.e. Salesforce,
Zendesk, etc.) and puts this information in the “activity” tab.
Voice interactions can have notes and a record associated that you can review:
View more information about each interaction just by clicking on the “+” button.
Open the interaction in the origin system by clicking on “link” button.

Interactions displayed from an external system can have several options associated:
View more information about each interaction just by clicking on the “+” button.
Open the interaction in the origin system by clicking on “link” button.
Edit, update or execute other actions on this interaction in the origin system (this option may not
be available).
Contact Profile

Talkdesk stores all of the contact’s information like their phone number, email, company,
address, etc. in their “profile” tab.

If you would like to edit any of this information, click the “edit profile” button. Enter the
information into each field and hit the “save” button at the bottom of the screen.
Once you edit or update any information within the contact’s profile tab, their updated
information will be available to all other agents on your team
Managing Contact Tags

If you would like to add a disposition code (i.e. “hot lead”, “prospect”, “vip customer”, etc.) or
summary code (“requested callback”, “interested in t-shirts”, etc.) to the contact, open the
contact profile and type in the tag into the box labeled “add tag”.

Once you hit enter, the tag will be added next to that box.

Removing a Tag From the Contact

To remove a tag from the contact, open the contact and click on the “x” on the tag box.

Creating a New Contact

To create a new contact within Talkdesk, click on the “contacts” tab on the top bar. Next, click
on the “new contact” button. Then fill out all of the contact’s information and, click “save”.
Once you click “save”, all of the contact’s information will be up to date in Talkdesk.
Make and receive calls

Using the Browser

Talkdesk works completely in the browser (we strongly recommend ​Google Chrome​). So all
you need to talk with the customer is a headset. Plug it into your computer and you will hear the
phone ring when a call is coming in.

Installing Callbar

Talkdesk Callbar allows you to make and receive calls via Talkdesk from any application 
you are working in, giving you the power to communicate with customers in real time. 
 

Some benefits of the Callbar include: 

● Always accessible: you can make and receive calls from anywhere on your desktop - 
no more having to comb through open tabs or leaving the website or application that 
you are working in for your softphone. 
● Talkdesk Callbar ensures you always have the context you need when connecting to 
customers in real time. Get a 360 degree view of the incoming caller to reduce time to 
resolution and tailor customers' experience. 
● Always docked to allow anyone in the organization to receive calls at any time, even 
when Chrome is closed. 
● Lightweight and easy to use.  

 
 
To download Callbar app for Windows click on the below link:- 
https://support.talkdesk.com/hc/en-us/articles/115003331623 
 
 
To download Callbar app for Mac click on the below link:- 
https://support.talkdesk.com/hc/en-us/articles/115003331763 
 
 
 
 
Once you log in to Callbar, you will be prompted to install ​Talkdesk Click-to-Call 
extension​: please do so. You will then be able to call a contact through a single click (if 
you do not see this, install it manually by accessing ​Chrome Web Store​).

 
 
To log in to Callbar simply follow these steps: 
 

 
 
Mention Domain Name as-​whitehat​ .Typically, this is the name of your company. 
Account names can only contain lowercase alphanumeric characters and hyphens 
 
  
 
 
 
 
2. Enter your email and password in the resulting browser authentication page. 
Alternatively, use your SSO credentials and press the button ”​Login with​” (​Microsoft​, 
Google​, ​Salesforce​, ​Okta​, O
​ neLogin,​ or ​SAML​ credentials, depending on your account 
settings). 
 

Notes: 

● If you do not immediately see this page, click the Callbar browser link where it says: 
“Please input your credentials into the b
​ rowser​”. 
● Make sure that Google Chrome is ​set as your default browser​. 
● If you have forgotten your password, press the ​"Forgot Password?"​ link 
  
 

That's it! You can now start making and receiving calls ​using Talkdesk Callbar​ and 
access your ​default integration​ or Talkdesk main web application at any time without 
being requested to log in again. 

Notes: 

● For security reasons, the authentication token is renewed and you will be requested to 
log in again after 24 hours. 
● If you are going to be logged in to the T
​ alkdesk main web application​ and Callbar at the 
same time, you must c ​ onfigure widget mode​. This will ensure that calls only go through 
Callbar and don't ring in both places simultaneously. 

Receiving Calls

When a call is coming in, in addition to hearing the phone ring, you will see which customer is
calling on the right sidebar. If you have Desktop Notifications enabled, you will also see a
screen pop letting you know that you have an incoming call. note: your administrator has to
decide whether or not to activate Desktop Notifications for you and your team.

Call Workflow

● Selecting the Outbound Caller ID

With Talkdesk, if your administrator has enabled the custom outbound caller ID, you can
choose which phone number to display as the caller ID of the person you are calling.
Once the custom caller ID has been enabled, a dropdown menu will appear in the call
bar.
To choose your outbound caller ID, simply choose the number from this dropdown
menu. Once a phone number has been selected, it will be used for all outbound calls
until the outbound caller ID phone number is changed or the “default” option is selected
(in this case Talkdesk automatically determines the best number to use based on the
phone number you are calling).
● Using Call Control Functions

As soon as you place a call, you will see the below options:
1. Contact name or phone number
2. Duration of the call
3. The phone number you are calling from
4. The phone number you are calling to
5. Mute the call
6. Place the call on hold
7. End the call

● Call Dispositions and Notes

After a call has finished there will be a popup on the screen that will allow you to select a
call summary in the dropdown menu predefined for your account by your administrator.
For example, you may select “left voicemail”, “wrong number”, “follow up immediately”,
“disconnected number”, etc.
You can also add a note about the call on this screen. This information will be displayed
on the call summary under the “activity” tab in the contact’s profile. It will keep your entire
team on the same page and allows for a quick overview of previous conversations when
you are on the phone with the customer.
Reporting

The “reporting” tab has all of the information you need to know about how you and your team
are performing.

Real Time Statistics

You can have an overview of calls and the most recent metrics, as well as agent information
(how many agents are answering calls).

Waiting Queue​› this displays the current number of callers in the waiting queue.
Longest Waiting Time​› this is the length of time that the longest waiting caller has been in the
queue.
Average Abandonment Time​› this is how long it takes, on average, for customers to hang up
in the waiting queue (and not reach an agent).
Average Waiting Time​› this is how long customer are waiting, on average, to speak with an
agent.
Inbound Service Level​› this is the percentage of calls answered within a certain time frame.
Agent Status​› this tells you how many agents on your team are available to take a call, busy,
away from Talkdesk or offline.
Waiting Queues Status

Another thing you can see in the Reporting section is the queue status for the queues you
belong to. For each queue you can see how many callers are waiting, this way you can adapt
your conversations according to your call center activity.