Use this article to understand some of the factors that might affect Zendesk Talk quality. Each section contains tips that can help you improve both connection and audio quality.
A good internet connection is crucial to get the best from Talk. A hardwired connection to your network will provide optimal results. Wireless internet connections can work, but ensure that there are no obstructions between you and the access point that can reduce call quality.
For best results, set up a dedicated network for your Talk calls. This will remove the impact of other applications and services using a shared network.
As a minimum, Talk needs at least 80kbps for each concurrent Talk session.
For optimum performance, and to provide bandwidth for other network traffic, we recommend you have at least 500kbps.
Consider all of your IT services that are using bandwidth on your network. If Talk having to compete for bandwidth against other services, then you might need a dedicated network.
- Analog headset: These plug into the 3.5mm headphone socket on a computer. We recommend a dedicated headset for agents. A headset from a cell phone, for example, might not give optimum audio and microphone quality.
- Digital headset: These usually connect to a computer USB port or digital audio port and also provide a good experience for agents.
- Wireless headset: Typically, Bluetooth or mobile phone headsets. These will work but might be susceptible to poor quality audio and connection problems.
Talk uses WebRTC (Web Real-Time Communication), a browser-based communication protocol to make calls. Ensure that your browser is compatible with WebRTC (for example, Google Chrome, and Firefox) before you start using Talk. Some older browsers do not support WebRTC.
We recommend that you turn off automatic updates for your agents browsers, except for security updates. This enables you to manage the changes to your browser and test them out with a small number of agents first.
If a headset is not recognized by your web browser, you might need to edit your browser settings to not use the built-in microphone. For example, for Chrome, see this article.
For more information, see Setting up your browser to take calls.
Zendesk Talk uses network ports to send and receive information using the UDP and TCP protocols. By default, many routers block this traffic in an effort to protect your computer.
You must open specific ports for Zendesk Talk to best ensure that the data you are sending from your network during a call will reach the recipient on the other end.
- For WebRTC users, allow UDP Ports 10,000 to 20,000.
- Allow TCP Ports 80, 443, 843 and 1935.
- Enable Quality of Service (QoS). If the existing traffic on your network is nearing your maximum bandwidth, it’s possible that Talk cannot get enough bandwidth. This might cause call drops, bad call quality and your Talk status to go offline.
- Mac and Windows operating systems might have system firewalls enabled that block the ports required for Talk. Using the port requirements mentioned above, ensure your OS firewall and Internet Security software is not interrupting Talk traffic.
Still having issues?
We are here to help. As a starting point, consider installing the Talk feedback app. This lets your agents provide feedback on each call after it is over. This can help you, and Zendesk identify any issues.