Voice Settings

This API lets you view and manage the account settings of your Zendesk voice account. See Enabling Talk and configuring general settings in Zendesk help.

JSON format

Voice Settings are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
agent_confirmation_when_forwarding	boolean	false	false	When true, agents must press a key to answer calls forwarded to their phones. This prevents calls from forwarding to an agent's personal voicemail if they do not take the call
agent_wrap_up_after_calls	boolean	true	false	Legacy setting, now controlled for most accounts on a per-number basis. When true, talk agents have time after each call to finish adding details to the ticket
maximum_queue_size	integer	false	false	New calls that exceed this limit are directed to voicemail. Allowed values are 0, 2, 5, 10, 15, 20, 25, 30, 35, 40, 45, 50.
maximum_queue_wait_time	integer	false	false	Callers who wait longer than this limit are directed to voicemail. Allowed values are 1, 2, 5, 10, 15, 20, 25, 30.
only_during_business_hours	boolean	false	false	Legacy setting, now controlled for most accounts on a per-number basis. When true, calls will be routed to available agents based on the business hours defined in your Support schedule
recordings_public	boolean	false	false	When true, allows the requester to see recordings from live calls that are added to tickets
supported_locales	array	true	false	List of translation locales supported for the account
voice	boolean	false	false	When true, allows agents to make themselves available to answer calls. Your phone number can still accept voicemails when set to false
voice_ai_display_transcript	boolean	false	false	If true, displays call transcription relating to a call recording on a voice ticket (if turned on for a given line)
voice_ai_enabled	boolean	false	false	If true, displays call transcription relating to a call recording on tickets (if turned on for a given line)
voice_ai_enabled_lines	array	false	false	List of phone number ids that have voice AI enabled
voice_zendesk_qa_enabled	boolean	false	false	If true, enables access to Zendesk QA feature to a call (if turned on for a given line)
voice_zendesk_qa_enabled_lines	array	false	false	List of phone number ids that have voice Zendesk QA enabled

Show Voice Settings

• GET /api/v2/channels/voice/settings

Allowed For

• Agents

Code Samples

curl

curl -X GET https://{subdomain}.zendesk.com/api/v2/channels/voice/settings.json
-v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/settings"
	method := "GET"
	req, err := http.NewRequest(method, url, nil)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/settings")
		.newBuilder();
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("GET", null)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');

var config = {
  method: 'GET',
  url: 'https://support.zendesk.com/api/v2/channels/voice/settings',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/settings"
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"GET",
	url,
	auth=auth,
	headers=headers
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/settings")
request = Net::HTTP::Get.new(uri, "Content-Type": "application/json")
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "settings": {
    "agent_confirmation_when_forwarding": true,
    "agent_wrap_up_after_calls": true,
    "maximum_queue_size": 10,
    "maximum_queue_wait_time": 2,
    "only_during_business_hours": false,
    "recordings_public": true,
    "supported_locales": [
      {
        "id": "da",
        "name": "Danish - dansk"
      },
      {
        "id": "de",
        "name": "German - Deutsch"
      },
      {
        "id": "en-US",
        "name": "English"
      },
      "...."
    ],
    "voice": false,
    "voice_ai_display_transcript": false,
    "voice_ai_enabled": false,
    "voice_ai_enabled_lines": [],
    "voice_zendesk_qa_enabled": false,
    "voice_zendesk_qa_enabled_lines": []
  }
}

Update Voice Settings

• PUT /api/v2/channels/voice/settings

Allowed For

• Agents

Example body

{
  "settings": {
    "voice": false
  }
}

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/settings.json \
  -H "Content-Type: application/json" -d '{"settings": {"voice": false }}' \
  -u {email}/token:{token} -X PUT

Go

import (
	"fmt"
	"io"
	"net/http"
	"strings"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/settings"
	method := "PUT"
	payload := strings.NewReader(`{
  "settings": {
    "voice": false
  }
}`)
	req, err := http.NewRequest(method, url, payload)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/settings")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"settings\": {
    \"voice\": false
  }
}""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("PUT", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var data = JSON.stringify({
  "settings": {
    "voice": false
  }
});

var config = {
  method: 'PUT',
  url: 'https://support.zendesk.com/api/v2/channels/voice/settings',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  data : data,
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
import json
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/settings"

payload = json.loads("""{
  "settings": {
    "voice": false
  }
}""")
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"PUT",
	url,
	auth=auth,
	headers=headers,
	json=payload
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/settings")
request = Net::HTTP::Put.new(uri, "Content-Type": "application/json")
request.body = %q({
  "settings": {
    "voice": false
  }
})
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

200 OK

// Status 200 OK

{
  "settings": {
    "agent_confirmation_when_forwarding": true,
    "agent_wrap_up_after_calls": true,
    "maximum_queue_size": 10,
    "maximum_queue_wait_time": 2,
    "only_during_business_hours": false,
    "recordings_public": true,
    "supported_locales": [
      {
        "id": "da",
        "name": "Danish - dansk"
      },
      {
        "id": "de",
        "name": "German - Deutsch"
      },
      {
        "id": "en-US",
        "name": "English"
      },
      "...."
    ],
    "voice": false,
    "voice_ai_display_transcript": false,
    "voice_ai_enabled": false,
    "voice_ai_enabled_lines": [],
    "voice_zendesk_qa_enabled": false,
    "voice_zendesk_qa_enabled_lines": []
  }
}