What are the most common Talk error messages?

Question

What are the most common Talk error messages?

Answer

Below are the common error messages displayed by Zendesk Talk:

• Call failed because this number is no longer verified
• Invalid number
• Outbound Calling disabled
• Your browser has suspended your audio. Click here to re-enable
• You cannot make calls to this country
• Call blocked
• Cannot connect to number
• No answer
• Sorry, Talk is unavailable right now
• There was an error completing your call
• Talk is experiencing an issue […]
• Zendesk Talk encountered an error. Try enabling again. (EC5)
• Verification could not be submitted for review. Give it a moment and try again.
• International calling is disabled by default [...]
• There's an audio problem

Call failed because this number is no longer verified

The error message Call failed because this number is no longer verified appears when Twilio, Zendesk's provider, reclaimed a non-compliant number due to regulatory reasons. This means the number is no longer in your account and you can't use it for outbound calls. Reach out to Zendesk Customer Support for more assistance.

Invalid number

The Invalid number error usually means the number you entered is incorrect. However, it can also appear if you try to call a premium number, a number you have to pay to call, which is not supported by Zendesk or Twilio.

Outbound Calling disabled

The Outbound Calling disabled error message appears if you don't have outbound calls enabled. You must have at least one number enabled for outbound calls.

To enable outbound calls

1. In Admin Center, click Channels in the sidebar, then select Talk and email > Talk.
2. Select Lines, and open the line that shows the error message.
3. Under Settings, enable Allow outbound calls?
   

Your browser has suspended your audio. Click here to re-enable

To fix this issue, see the article: Why do I see the error message "Your browser has suspended your audio. Click here to re-enable"?

You cannot make calls to this country

Contact Zendesk Customer Support and provide the number you are trying to call.

Call blocked

The Call blocked error message shows up when Twilio, our provider, identifies a number as high risk of fraud, or due to regulatory reasons. Contact Zendesk Customer Support for further help.

Cannot connect to number

The number you are calling isn't formatted correctly. The international standard is E.164 and can have a maximum of fifteen digits.

[+] [country code] [subscriber number including area code]

If the number is valid, see the article: Talk error: Cannot connect to number.

No answer

Zendesk shows the No answer message if the call isn't accepted by the receiving party. This could be due to the number you are calling being busy or not turned on, and that number does not have a voicemail.

Call the number again later. If this message continues to display, use a tool such as numverify to confirm whether the number you are dialing is valid.

Sorry, Talk is unavailable right now

Agents see this error if they are disconnected from the internet or if they struggle with their network. The message may also show up if Zendesk or Twilio is having a service incident.

There was an error completing your call

This error is displayed when Talk isn't able to place an outgoing call. This could be due to a Zendesk outage or Twilio having an outage.

Talk is experiencing an issue […]

Zendesk shows this error message when there are connection delays between your computer and account. Your calls are still routed to the queue, but there are issues routing the call to your agents. There could also be a delay in opening the new ticket for the call you are answering.

When Zendesk recovers and calls are flowing normally again, hard refresh your browser to clear this error.

If you see this message frequently, contact Zendesk Customer Support with timestamps of when this happened and their respective timezone.

Zendesk Talk encountered an error. Try enabling again. (EC5)

EC# errors are often caused by your network or router configuration. This can occur anywhere along with the network, but often they are the result of local network limitations, or from a computer that does not meet the minimum requirements to make the connection.

For troubleshooting steps for this error, see the article: How can I troubleshoot Talk issues?

Verification could not be submitted for review. Give it a moment and try again

When you upload a business verification document to purchase a Talk phone number, ensure that the requirements have a green tick before proceeding. For more information, see this article: Verifying your business for Zendesk Talk phone number purchasing.

International calling is disabled by default. Contact our Customer Support team if you want to enable international calling

To enable international calling on your account, the account owner must contact Zendesk Customer Support. Added fees will apply to the cost of international calls.

There's an audio problem

If the call audio quality drops, you'll see a warning icon in the Talk Professional or Enterprise console.

If you see this warning (a red speaker with an x in front), check your headset is plugged in and the microphone input levels are high enough. Also, make sure you haven't muted the microphone. Finally, try a different headset to ensure the one you are using isn't faulty.

For more information about getting the best audio quality, see Preparing to use Zendesk Talk.