Are there limitations for calling Chinese numbers in Talk?

Question

I want to have the ability to call China with Zendesk Talk. How do I do that?

Answer

To prevent fraud calls with a duration of fewer than three minutes are blocked. This is universal behavior for all international traffic terminating to China and is not unique to Talk.

To remain compliant with these regulations, inbound calls to China have been removed from Talk and can be requested by contacting Zendesk Customer Support. Enabling calls to China requires vetting before access is granted.

If your calls have an average duration of over three minutes and you need to make calls to China, your use-case must be qualified to meet the guidelines below.

• No calls allowed with a duration shorter than three minutes.
• No unsolicited marketing calls.
• No high volume of repeated calls from the same origination number (from the same caller ID) within a rolling hour.
• No calls allowed from invalid, modified, spoofed, or restricted origination (spoofed caller ID) numbers.
• Calls must be sent from an international, non-Chinese phone number when making calls to China.

Note: Callers not adhering to these rules may be at risk of blocking without notice. Spam monitoring in China is beyond the control of Zendesk. Call delivery to China is made on a best-effort basis.

Shorter contact use cases with calls averaging under three minutes are incompatible with these new regulations. Customers with such unsupported use cases will not be able to place calls to China.