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 hold 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

Root cause

This error message appears when your browser or computer cannot establish a connection to the required Zendesk voice URLs. When these connections are blocked by multiple tabs open, network settings, firewalls, VPNs, or browser restrictions, voice cannot load its full functionality. You are then restricted to basic call actions such as accepting, declining, or hanging up calls. Allowing communication to the required voice URLs and IP ranges restores full call controls.

If you encounter the Some voice features aren’t available right now error often, 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. If your browser has multiple tabs open for Zendesk, close duplicate tabs > Keep a single tab open > Retry.
  2. The error message may appear due to poor internet connectivity > Refresh your browser tab and check your network connection for any instability.
  3. If the issue persists, ask an admin to enable communication with your computer or browser.
  4. Even if your company already permits all AWS IP ranges, add the required URLs or their IP ranges to your company network configuration. In addition, your VPN, firewall and any antivirus software must allow connections to Zendesk.

For more information, see these articles:

  • How can I troubleshoot voice issues?
  • What are the most common voice error messages?

What symptoms occur with the error "Some voice features aren’t available right now. You can still make and receive calls"? Why do call hold and transfer buttons disappear in Zendesk Talk? Why does a call ticket fail to pop up in Agent Workspace?

When you see the error "Some voice features aren’t available right now. You can still make and receive calls", your voice system restricts you to basic actions like accepting, declining, or hanging up calls. You may experience the following symptoms:

  • The call creates a ticket, but the ticket does not pop up automatically in the Agent Workspace or inbox.
  • Active call wrap-up drops you from the call.
  • The hold and transfer buttons disappear from the call console.
  • The call recording control button disappears from the call console, even when Allow agents to control call recording is turned on in Admin Center.

What causes the error "Some voice features aren’t available right now. You can still make and receive calls"? Why are voice features restricted during calls?

This error occurs when your computer or browser cannot establish a connection to required Zendesk voice URLs. Multiple open tabs, network settings, firewalls, VPNs, or browser restrictions block these connections and prevent full voice functionality from loading.

How do I resolve "Some voice features aren’t available right now. You can still make and receive calls"? How do I restore missing call controls in Zendesk Talk?

To restore full voice features and call controls, follow these steps:

  1. Close duplicate Zendesk tabs in your browser, keep a single tab open, and retry.
  2. Refresh your browser tab and check your network connection for instability.
  3. Ask an admin or team member to enable communication between Zendesk and your computer or browser.
  4. Add required Zendesk voice URLs or IP ranges to your network configuration, even if your network permits AWS IP ranges. Ensure your VPN, firewall, and antivirus software permit connections to Zendesk.
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