Question
Why does the voice icon display a red exclamation mark?
Answer
By default, Chrome and Edge browsers suspend audio auto-play when you open new pages or tabs. This means that whenever Zendesk refreshes the agent workspace or a new tab with the voice app opens, you might see a small red icon over the voice icon. In the past, when you clicked this icon, the message Your browser has suspended your audio, click here to reenable displayed.
Now, when you open a new page and the browser suspends the audio, all the agent has to do is click anywhere on the page, and Zendesk will restore the audio. In practice, this ensures that you never encounter the issue, as even the attempt to open the voice console to check the error makes it disappear. Most importantly, this icon doesn’t block inbound calls.
For additional information, see these articles: