Question
What is causing phone verification calls from Google to fail?
Answer
Google requires a direct mobile or landline number that can receive texts or automated calls without any key press or interference. For verification purposes, using a direct mobile or landline number is recommended.
Cause
You may not be able to receive a phone verification call from Google in Zendesk due to these reasons:
- Voice over internet protocol (VOIP): Zendesk Talk uses VoIP numbers. These numbers can be rejected by services like Google for verification.
- Automated call systems: Google verification calls are automated and may not navigate through interactive voice response (IVR) systems or call routing features in Zendesk Talk.
- Service provider policies: To prevent misuse, Google and other service providers can block verification to business phone systems or shared phone numbers, which might include Zendesk Talk numbers.
- Zendesk automatically rejects any calls from Google's 2FA number, +12024558888, as 2FA is not supported on Talk lines.
Solution
As a solution, at a quiet time for your business, temporarily try the options below:
- Turn off any interactive voice response (IVR) routing
-
Turn off greetings and turn on voicemail so Google's call creates a voicemail ticket, for example:
- From Admin Center, go to Channels > Talk > Lines.
- Select the line you want to verify.
- Switch to the Voicemail tab.
- Check that Voicemail is turned on.
- Set Greeting (voicemail on) to None.
- Ensure that no agents are online.
- Launch the Google phone verification process.
If you're unable to figure out what's going wrong, contact Zendesk Customer Support for further assistance.
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