Issue symptoms

I can make and receive calls but this error appears: Some voice features aren’t available right now. You can still make and receive calls, and multiple features in voice don't work as expected:

  • The call generates a ticket, but that ticket doesn't pop up automatically in the Agent Workspace
  • If wrap-up is active, I get dropped from the call
  • The pause and transfer buttons aren't visible in the call console
  • Even if the option: Allow agents to control call recording is turned on in Admin Center, the recording control button isn't visible in the call console

When I receive this error, voice encounters poor network conditions and operates in an unstable network mode. This mode prioritizes only essential call functions, so that you can continue to take calls from customers. Once network conditions improve, Unstable Network Mode automatically disengages and full call functionality resumes.

If you encounter this error often: Unstable Network Mode, your browser or computer may not be able to connect to the required Zendesk voice URLs. If you don’t allow this communication, you can only accept and decline calls or hang up.

Resolution steps

To resolve this issue:

  1. Inform an admin that they can enable communication with your computer or browser.
    • If your company already permits all AWS IP ranges, you don't need to add the required URLs for voice. If you add the required URLs or their IP ranges to your company network configuration, ensure that your VPN, firewall, and any antivirus software allow the connections.
  2. Refresh your browser tab. The error message may appear due to poor internet connectivity.
  3. If you open multiple browser tabs when you accept or make voice calls, reduce them to fewer than four to see if that reduces the frequency of the issue.

For more information, see these articles:

  • How can I troubleshoot voice issues?
  • What are the most common voice error messages?
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What is Unstable Network Mode in Zendesk voice? Why do some features become unavailable? What causes poor network conditions error?

Unstable Network Mode activates when voice encounters poor network conditions. This mode prioritizes essential call functions so your team members or agents can continue to take calls from your customers. Full call functionality resumes automatically once network conditions improve.

Why does the error "Some voice features aren't available right now" appear? What are the symptoms of unstable network mode? Why can agents make calls but missing buttons?

This issue happens when voice operates in Unstable Network Mode due to poor internet connectivity. Your team members or agents can still make and receive calls, but multiple features do not work. The call generates a ticket, but that ticket does not pop up automatically in the Agent Workspace or inbox. If wrap-up is active, the user gets dropped from the call. Additionally, the pause, transfer, and recording control buttons are not visible in the call console.

How do I fix "Some voice features aren't available right now" error? How to troubleshoot unstable network mode? How do I resolve missing call console buttons?

To resolve this issue, refresh your browser tab because the error may appear due to poor internet connectivity. If you open multiple browser tabs when you accept or make voice calls, reduce them to less than 4 to see if that reduces the frequency of the issue. You can also contact your network administrator to enable communication with your computer or browser. If your company already permits all AWS IP ranges, you do not need to add the required URLs for Talk or voice. If you add the required URLs or their IP ranges to your company network configuration, ensure that your VPN, firewall, and any antivirus software allow the connections.

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