However, the current user interface for the phone integration within zoho desk has a major design flaw which hampers reps ability to provide great support and be efficient.  Currently, the phone is a div within the current zoho desk browser window and session.  Once a rep answers a phone call THEY CANNOT USE DESK ANYMORE in the window the call is taking place.  If a rep clicks on any link in zoho desk that results in the page refreshing the call is disconnected (you hang up on the customer).  

So in order for a rep to complete the most basic actions they are talking to a customer about, like;

1) look up a ticket the customer is calling in reference to.

2) find a customer record

3) search for any piece of information

4) multitask while talking to a customer (not recommended but common)

The rep needs to open a new window, go to zoho desk, login, then complete the action.  This is very inefficient & leads to many accidental hangups.  

Two design changes to accommodate real world use would be;

1) open phone calls in a new isolated window outside of the current zoho desk session.

2) change the phone div so the phone call persists when the user is browsing around in zoho desk and provide safe guards to ensure user actions within zoho desk will never unintentionally end calls.  There should also be a way to minimize the call (without hanging up) so the rep can see the entire desk window.