What are the most common Talk error messages?

Question

What are the most common Talk error messages?

Answer

See common error messages and resolution steps in Zendesk Talk below:

• 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, the Zendesk provider, reclaims a non-compliant number due to regulatory reasons. This means the number is no longer in the account and you can't use it for outbound calls. Contact Zendesk Customer Support for further help.

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, which is a number with a cost to call. Zendesk and Twilio don't support these numbers.

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, activate Allow outbound calls?
   

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

To fix this issue, see Why does the voice icon display a red exclamation mark?. By default, Chrome and Edge browsers suspend audio auto-play when you open new pages or tabs. When the browser suspends the audio, a small red icon over the voice icon appears. The agent can click anywhere on the page and the browser restores the audio.

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, the Zendesk provider, identifies a number as a high risk of fraud, or due to regulatory reasons. Contact Zendesk Customer Support for further help.

Cannot connect to number

The number you call isn't formatted correctly. The international standard is E.164 and can have a maximum of 15 digits.

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

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

No answer

Note: This message may not be visible on some occasions. This is known behavior.

Zendesk shows the No answer message if the receiving party doesn't accept the call. This happens if the number you call is busy, or not turned on, and that number doesn't 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 dial is valid.

Sorry, Talk is unavailable right now

Agents see this error if they disconnect from the internet or if they have network issues. The message may also show up if Zendesk or Twilio has a service incident.

There was an error completing your call

This error appears when Talk isn't able to place an outgoing call. This happens if Zendesk or Twilio has an outage.

Talk is experiencing an issue […]

Zendesk shows this error message when there are connection delays between your computer and account. Calls route to the queue, but issues exist when routing the call to agents. A delay can also happen when opening the new ticket for the call you answer.

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

If you see this message frequently, contact Zendesk Customer Support with timestamps and the timezone of the event.

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

EC errors often occur due to your network or router configuration. This can happen anywhere along the network, but often results from local network limitations or from a computer that doesn't meet the minimum requirements to make the connection.

For troubleshooting steps for this error, see 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 the requirements have a green tick before proceeding. For more information, see 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 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, which is a red speaker with an x, check that your headset is plugged in and the microphone input levels are high enough. Also, ensure you haven't muted the microphone. Finally, try a different headset to ensure the one you use isn't faulty.

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

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What is the Call failed because this number is no longer verified error? Why did my Zendesk Talk number get reclaimed?

This error message appears when Twilio reclaims a non-compliant phone number due to regulatory reasons. The number is no longer in your customer account or instance, and your team member or support person cannot use it for outbound calls. Contact Zendesk Customer Support or help desk for further help.

What causes the Invalid number error? Why can I not call a premium number?

The error usually means you enter an incorrect phone number. This message also appears if your team member tries to call a premium number that carries a cost to call. Zendesk and Twilio do not support premium numbers.

How do I fix the Outbound Calling disabled error? How do I allow outbound calls for a Talk line?

This error message appears if you do not enable outbound calls. You must have at least one phone number enabled for outbound calling. To resolve this issue, navigate to Admin Center > Channels > Talk and email > Talk. Select Lines, open the line that shows the error, and under Settings, activate Allow outbound calls?.

Why does my browser suspend Talk audio? How do I fix the red exclamation mark on the voice icon?

By default, Chrome and Edge browsers suspend audio auto-play when your agent opens new pages or tabs. When the browser suspends the audio, a small red icon displays over the voice icon. Your support person can click anywhere on the page to restore the audio track.

Why can I not make calls to a specific country? How do I enable forwarding to an international number?

This message appears when you attempt to dial a restricted destination. Contact Zendesk Customer Support or your help desk team and provide the specific phone number you try to call to request activation.

What does the Call blocked error mean? Why is a phone number blocked?

The message displays when Twilio identifies a number as a high risk of fraud, or due to regulatory reasons. Contact Zendesk Customer Support or your help desk team for further assistance.

How do I format phone numbers for Zendesk Talk? Why do I see the Cannot connect to number error?

This error indicates that the phone number you call does not use the correct format. Dial numbers using the E.164 international standard, which allows a maximum of 15 digits. Format the input as: [+] [country code subscriber number including area code].

Why do I see a No answer message? What does the No answer error mean?

Zendesk shows this message if the receiving party or customer does not accept the call. This occurs if the line you call is busy, or not turned on, and does not have a voicemail. Call the number again later or use an external tool such as numverify to confirm whether the customer dial number is valid.

Why is Talk unavailable right now? What causes the Sorry Talk is unavailable right now error?

Your team member or support person sees this error if they disconnect from the internet or experience local network issues. This message also displays if Zendesk or Twilio experiences a service incident or system outage.

What causes the There was an error completing your call message? Why can I not place outgoing calls?

This error appears when Talk cannot place an outgoing call. This happens if Zendesk or Twilio experiences a service incident or platform outage.

Why is there a delay in incoming call notifications? What does Talk is experiencing an issue mean?

Zendesk shows this message when connection delays exist between your computer and customer account. Calls route to the queue, but routing issues prevent them from reaching agents immediately. A delay can also happen when opening a new ticket for an answered call. Hard refresh your browser to clear the error once systems recover.

What does the Talk error EC5 mean? How do I fix the Zendesk Talk encountered an error EC5 message?

EC errors occur due to your network or router configuration. This issue often results from local network limitations or from a computer that does not meet the minimum requirements to establish the connection.

Why can I not submit my Talk phone number verification? How do I fix the business verification submission error?

When you upload a business verification document to purchase a Talk phone number, ensure all requirements show a green tick before proceeding with the submission.

How do I enable international calling in Zendesk Talk? Is international calling turned off by default?

International calling remains disabled by default to prevent unexpected fees. To enable international calling on your customer account or instance, the account owner must contact Zendesk Customer Support or the help desk team. Added fees apply to the cost of international calls.

How do I fix the There's an audio problem warning? Why does a red speaker with an x appear in Talk?

When call audio quality drops, a red speaker icon with an x displays in the Talk Professional or Enterprise console. Check that your headset is plugged in, verify that microphone input levels are high enough, and ensure you do not mute the microphone. You can also try a different headset to ensure your equipment is not faulty.