Issue symptoms
My agents can make and receive calls but this error appears: Some Talk features aren’t available right now. You can still make and receive calls, and multiple features in Talk don't work as expected:
- The call generated a ticket, but that ticket doesn't pop up automatically in Agent Workspace
- If wrap-up is active, the user will be immediately dropped from the call
- The pause and transfer buttons are not visible in the call console
- Even if the option Allow agents to control call recording is on in the Admin Center, the recording control button is not visible in the call console
Resolution steps
This message indicates that Talk encountered poor network conditions and operates in an unstable network mode. This mode only prioritizes essential call functions, so that your agents can continue to take calls from your customers. Once network conditions improve, Unstable Network Mode will automatically disengage and full call functionality will resume for your agents.
If your agents encounter Unstable Network Mode often, either their browser or their computer may not be able to connect to the required Zendesk Talk URLs. If you don’t allow this communication, your agents will only be able to accept and decline calls or hang up.
To resolve this issue:
- Contact your network administrator to 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 Talk. If the required URLs or their IP ranges have been added to your company network configuration, ensure that the connections are allowed in your VPN, firewall, and any antivirus software you are using.
- Refresh your browser tab, the error message may appear due to poor internet connectivity
- If you open multiple browser tabs when you accept or make Talk calls, reduce them to less than four to see if that reduces the frequency of the issue
For more information, see these articles: