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Issue regarding "voice.dialout"

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Himanshu Sehgal

Posted Jun 06, 2023

Hi,

I have created a telephony integration app for one of our clients. They mainly need click to call functionality from the call button available on contact page and ticket page. Sample code in the app looks like this :-

client.on('voice.dialout', function(e) {
      makeCall(e.number);
    });
This problem is that, the app is working fine in my test domain. It was working fine in my client's domain as well till saturday (3 june,2023). But now suddenly all the call buttons in their subdomain have disabled. They are not able to click on the call button both on the user contact page and the ticket page. Can somebody please explain me how is this possible and what can be the possible culprits ?

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4 comments

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    Greg Katechis

    Zendesk Developer Advocacy

    Hi Himanshu! It's really difficult to say with this information why the buttons would be disabled. Are you seeing any errors in the console? Is there any error logging in your application? Please provide as much detail as you can, including screenshots and the relevant code snippets for the buttons which are now disabled, so that we can best assist.

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    Himanshu Sehgal

    Hi Greg,

    I just got access to our client's zendesk domain and found this error in console. Seems like some payment issue at client's end ? or something else ? This error is getting caught in the voice.error event as below code shows:-

    client.on('voice.error', function(e) {
            console.log("voice dialout error : ",e);
          });
    Please guide.

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    Himanshu Sehgal

    Also want to add, this error was not there till last week. And our client is saying they have not bought any talk partner subscription or anything like that. Then how was it working earlier on ? Some sort of free trial or something like that ? I am not able to find the root cause.

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    Greg Katechis

    Zendesk Developer Advocacy

    Thanks for that update! It does look like the APIs that you are using require a specific subscription. It is possible that they were on a trial, but there could be other things in place as well. I would recommend asking them directly so that they can discuss it with their account manager at Zendesk.

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