Set up Call Popup

Once Cloud Voice is connected to Zendesk, an extension user who takes an inbound call from a known Zendesk contact sees that contact’s record open in a new browser tab. By default this happens the moment the call rings, but you can change the trigger to the point when the call is answered or when it ends, or switch to a manual popup that the user opens on demand. This is set per extension, so you can tailor the behavior to each agent.

Before you start

Make sure you have connected Cloud Voice to Zendesk.

Configure the popup

1. Sign in to the PBX web portal and open Extension and Trunk > Extension.

2. Find the extension that belongs to the Zendesk agent and click the edit icon.

   

3. Open the Cloud Voice App tab, scroll to the client you want to configure, and select Open Contact URL Using System-Integrated Helpdesk.

   Note

   This option applies only to the Cloud Voice App client you pick here. If the agent signs in from more than one client, turn it on for each client they use. The popup does not appear until this checkbox is selected.

4. Under Popup Method, choose how the contact record should open.

   

   Tip

   Choose Answered if you do not want a tab to open for calls that ring but are never picked up. Choose Ringing when the agent wants the contact’s record in front of them before they take the call.

   • To have Cloud Voice open the record on its own:
     1. Select Automatically (Only for Incoming Calls).
     2. In the Trigger Event list, pick the moment the popup appears:
        • Ringing: opens as soon as an inbound call arrives from a Zendesk contact.
        • Answered: opens once the user picks up the inbound call.
        • Call End: opens after the user hangs up.
   • To let the agent open the record themselves during the call, select Manually.

5. Click Save.

What happens next

• With an automatic popup, the selected trigger event on an inbound call from a Zendesk contact opens a new browser tab showing that contact’s Zendesk record.

  

• With a manual popup, the agent clicks the Helpdesk label in the call window to open the contact’s Zendesk record while the call is in progress.

  

Note

Some browsers block the pop-up tab. If that happens, click the blocked-content icon in the address bar, allow pop-ups and redirects for the site, then click Done.