Nautilus Talk connects a voice channel into Zendesk’s Omnichannel solution—allowing agents to easily pick up the conversation from any channel and resolve complex issues faster.
Nautilus Talk Webphone console is embedded into the Zendesk Support Suite, which gives agents access to full customer context—and allows them to handle voice in the same workspace as other channels.
This article will include:
- Getting Started
- Agent Experience Upon Log In
- Troubleshooting
- Webphone Test
- Agent Status
- Agent Receiving Inbound Call from Queue
- Agent on an Active Call
- Call Details and Call Recording Update in Ticket
- Anonymous Call and Ticket Handling
- Voicemail
- Internal Call
- User Resposibilities
Getting Started
1) On your Internet browser (preferable Google Chrome latest version), go to your Zendesk Support Portal to login using your own credential.
2) Click Sign in to access the Zendesk Support Portal which will present the agent View as noted below:
3) Click at the Nautilus Talk Icon 
to open Nautilus Talk Webphone.
Agent Experience Upon Log In
Upon login, the agent needs to ensure the Webphone has the indicator 
and the Webphone is fully loaded as below
Agent can also dial by using their number pad or dial pad on their Nautilus Talk like this:
Troubleshooting
If the webphone is not fully loaded, the user will be required to do some basic troubleshooting.
- Click on the ‘Lock’ icon on the browser
- Click on ‘Clear data’ to clear the browser cache and cookies.
- Make sure that you're using the latest version of Google Chrome.
- Check the browser settings and make sure that the permissions are set like the image below.
- After that, reload the page by clicking CTRL + F5 button.
Webphone Test
- To check Agent’s extension number – Dial *65 on the Webphone and the system will announce the agent’s extension.
- To check call latency / Echo test – Dial *43 on Webphone and the system will provide instructions on how to check the call quality. Afterwards, the agent can start talking and they should hear an echo of their voice. If they cannot hear the echo, or the echo quality is poor, please check the internet connection. If the internet speed is good, this means there might be an in-system issue and the agent will be required to contact admin.
Agent Status
All agents will able to change their own agent’s status. Each break code will affect the availability of the agent to answer calls from the Queue.
The agent break codes are defined as follows:
- Online – available
- Meal break – unavailable
- Toilet break - unavailable
- Chat - unavailable
- Away – unavailable
- Extended ACW - unavailable
- Offline – selected at the end of one's shift
This information flows through to the Nautilus Reporting portal – Agent status report available to the supervisor/admin.
Agents need to change the status back to "Online" once they are ready and available to take calls.
Agent Receiving Inbound Call from Queue
When the agent receives a call, the webphone will ring and will display the information of the incoming call. The image below shows the webphone page when an agent is online and receiving an incoming call.
When set to auto answer/auto pickup, the agent does not have to answer the call as it is automatically done by the system within the time set by management. If it's not set up to auto-answer, the agent will be required to click 
through the webphone to pick up a call.
The picture below shows the webphone page when an agent is connected to a call.
Agent on an Active Call
An agent on an active call will show that they are "unavailable" and will not receive any calls from the queue.
Agent can Hold, Transfer, Mute and Hang-up using the active call dialog box 
Call Transferring
- Unattended Transfer: this is when you transfer a call to a ring group or another agent without speaking to the receiving party first. Also known as a "cold transfer". Agents can initiate a call transfer by clicking the
button, typing in the extension number or phone number, and clicking ‘transfer’ again to confirm the action. Upon connection, the transfer is completed and the call will be disconnected. - Attended Transfer: this action allows agents to discuss important details of the call before the transfer is completed. Also known as a "warm transfer". To initiate a warm transfer, agent A first needs to put the call on hold. Agent A can then call agent B to pass on important information like the ticket number. After that, agent A should hang up the call and agent B needs to change their status to ‘’Call Transfer’’. Agent A can then un-hold the first call and inform Caller that he/she will be transferring the call to agent B. After caller acknowledges it, agent A can perform the Unattended Transfer steps.
Other Features
Mute: Tap on the 
to mute/unmute the call. The caller will not hear anything until the agent unmutes.
Hold/UnHold: During the call, agents can press the 
button to hold or resume the call at any time. Callers will hear on-hold music when an agent puts them on hold.
Hang Up: When an agent wants to hang up the call, click 
button.
Open Ticket
When an agent receives and connects to an incoming call, a few scenarios can happen:
- A caller does not have an existing ticket that has ‘open’, ‘new’ and ‘pending’ status. A new ticket will opened and created.
- A caller doesn't have an existing ticket with "open", "new", and "pending" status and a new one isn't created automatically. In instances like this, the agent is required to click on
in order to open and create a new ticket. - Caller has an existing ticket that has ‘open’, ‘new’ and ‘pending’ status. Agents can either double click on an existing ticket or create a totally new one. Agents can also switch to another ticket if the previous ticket is not related. Call log and call recording will be updated on the last ticket selected by an agent.
Agent Performing an Outbound Call
To make outbound calls, agents can type the phone number here 
and press ‘Enter’. They can also open the dial pad, input the the phone number and click 
to perform the call.
After an outgoing call is connected, Zendesk will automatically create a ticket.
Click to Call via Ticket
Agents can also make an outbound call via ‘click to call’ on the ticket itself. Agent can click on the 
icon and it will display the phone number. Agents can perform the call by clicking on the phone number.
An outgoing call is then made via Nautilus webphone. When the call is ended, it will update the call details and call recording under the same ticket.
Call Details and Call Recording Update in Ticket
A ticket is created when an agent is on an active call, and it will have the initial call details. Once the call ends, the ticket will be automatically updated and auto-assigns the agent that handled the call. Full call details and the call recording should reflect on the ticket within a few seconds.
Anonymous Call and Ticket Handling
When an agent receives a call from an anonymous number, said agent is required to create a new ticket after picking up the call. Never choose an existing ticket as it will tag the call under "anonymous contact".
An agent can try to ask for a caller's phone number in case the call disconnects. It's okay if they decline.
If the caller provides a phone number, however, the agent needs to change the ticket subject to ‘’Phone {phone number}’’, and leave a private note inside the ticket with the number on it.
Right below the ticket subject, click on ''change''
On the Requester field on the left, click 'add user'. Type the caller's name and click ''add''.
The ticket will be tagged to the caller's contact instead of as an "anonymous contact". Add the caller's phone number accordingly.
Voicemail
When a caller leaves a voicemail, it will trigger a new ticket.
Internal Call
Agents can perform internal calls by dialing the extension numbers (3 or 4 digits number) directly. Internal calls do not create tickets.
User Responsibilities
- All agents are required to change their agent status to ‘Offline’ before logging out from Zendesk.
- Agents are required to setup secure passwords; they should be a combination of upper-case letters, lower-case letters, numbers, and a symbol. For example: wTet607s@&
- Agents must always log out from Zendesk when they are not using the system.
If you have any questions or need assistance, please feel free to drop your message at support@nautilus-network.com. We'll be happy to help you!
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