Question
What are the most common Zendesk Voice (formerly Talk) error messages?
Answer
See common error messages and resolution steps in Voice below.
Call failed because this number is no longer verified
The error message Call failed because this number is no longer verified appears when Twilio reclaims a non-compliant number due to regulatory reasons. This means the number is no longer in the account and you cannot use it for outbound calls. Contact Zendesk Customer Support for further help.
Invalid number
The Invalid number error usually means the number you enter is incorrect. However, it can also appear if you try to call a premium number, which is a number with a cost to call. Twilio does not support these numbers.
Outbound Calling disabled
The Outbound Calling disabled error message appears if you do not have outbound calls activated. You must have at least one number activated for outbound calls.
To enable outbound calls:
- In Admin Center, click Channels in the sidebar, then select Talk and email > Talk
- Select Lines, and open the line that shows the error message
- 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 try to call.
Call blocked
The Call blocked error message shows up when Twilio 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 is not 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
Zendesk shows the No answer message if the receiving party does not accept the call. This happens if the number you call is 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 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 is not 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 does not meet the minimum requirements to make the connection.
For troubleshooting steps for this error, see Troubleshooting: Issues with Zendesk Voice (formerly Talk).
Verification could not be submitted for review. Give it a moment and try again
When you upload a business verification document to purchase a Voice phone number, ensure the requirements have a green tick before proceeding. For more information, see Verifying your business for purchasing a Zendesk phone number.
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 Voice 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 have not muted the microphone. Finally, try a different headset to ensure the one you use is not faulty.
For more information about getting the best audio quality, see Preparing to offer voice support.