Why can't I receive a phone verification call from Google?

Question

Why do Google phone verification calls 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, use a direct mobile or landline number.

Cause

You may not be able to receive a phone verification call from Google in Zendesk Talk for these reasons:

• Voice over internet protocol (VoIP): Zendesk Talk uses VoIP numbers. Services such as Google can reject these numbers for verification.
• Automated call systems: Google's verification calls are automated, so Google's system cannot navigate interactive voice response (IVR) menus or call route 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 Talk automatically rejects any calls from Google's two-factor authentication number, [phone], because Talk lines do not support two-factor authentication

Solution

At a time when you have low or no call volume, try these temporary options:

• Turn off any interactive voice response (IVR) routes
• Turn off any greeting, and turn on voicemail so Google leaves a voicemail ticket, for example:
  1. From Admin Center, go to Channels > Talk > Lines
  2. Select the line you want to verify
  3. Switch to the Voicemail tab
  4. Check that Voicemail is turned on
  5. Set Greeting (voicemail on) to None
  6. Ensure that no agents are online
  7. Launch the Google phone verification process