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Allen
Joined Oct 10, 2023
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Last activity Aug 23, 2024
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Latest activity by Allen
Allen created an article,
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.
Edited Jan 07, 2025 · Allen
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Allen created an article,
Question
Why did the ongoing call disconnect when I refreshed my browser?
Answer
When you refresh the browser during a Zendesk Talk call, the call may disconnect because the refresh interrupts the session between you and the Zendesk server. Here are some reasons for this issue:
- Session interruption: Refreshing the browser breaks the session with the Talk server. This interruption disconnects ongoing calls
- Re-initialization: When you refresh, the browser has to reload resources and re-establish connections. The active call can't be maintained during this process and gets disconnected
- Client-side handling: Talk relies on the client-side application to manage call connections. Refreshing the browser resets the client application, terminating active calls
- WebRTC connection: Talk uses WebRTC (Web Real-Time Communication) for voice calls. Refreshing the browser disrupts the WebRTC connection, causing the call to drop
To avoid call disconnections due to browser refreshes
- Avoid refreshing the browser while on a call.
- Open Zendesk in a different window for actions that may require a refresh to avoid affecting the call.
For more information, see these articles:
Edited Aug 22, 2024 · Allen
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Allen created an article,
Question
When an end user calls an external phone number, the call is forwarded to the phone number in Zendesk Talk. Why is the displayed caller ID different from the actual caller ID of the end user?
Answer
The caller ID may display a different number for several technical reasons. Common explanations include:
- Your provider settings: Some providers replace the original caller number with the forwarding number or another default number.
- Possible provider limitations with the caller ID passthrough: When forwarding calls, not all telephony providers support passing through the original caller ID. This is often due to network limitations or policies aimed at preventing spoofing.
To find a solution, reach out to the provider of your forwarding phone number. They can check their policies, settings, and capabilities regarding forwarded calls.
For more information on Talk, see this article: Preparing to use Talk.
Edited Jul 03, 2024 · Allen
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Allen created an article,
Issue symptoms
When I upload a customized IVR greeting in Talk settings, I receive the error message: Error creating greeting. How can I fix this?
Resolution steps
Follow these steps to troubleshoot and fix the Error creating greeting issue when uploading a customized IVR greeting.
- Check permissions: Ensure you have the necessary permissions to create or edit greetings. You typically need admin or specific role-based access.
- File format and size: Verify that the greeting file meets the required format for audio files: 711 µ-LAW or MP3.
- Browser and network issues: Clear your the cache and cookies of your browser, or try a different browser to see if the issue persists. Check your network connection to ensure no connectivity issues affect the upload.
- Test using a different file: Try uploading a different greeting file to see if the issue is specific to your original file.
For more information, see this article: Managing outgoing greetings.
Edited Aug 19, 2024 · Allen
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Allen created an article,
Question
Is Zendesk an Automatic Telephone Dialing System (ATDS)?
Answer
No, Zendesk does not function as an Automatic Telephone Dialing System. Zendesk focuses on managing customer interactions and provides support across various channels, rather than automating the dialing of phone numbers.
While Zendesk is not an ATDS, it can integrate with telephony systems and other tools that may have ATDS capabilities, such as:
- Zendesk Talk is a call center software designed to manage inbound and outbound calls. It does not function as an ATDS on its own.
- Integrations can link Zendesk with third-party telephony systems. These apps might include ATDS features for automated dialing.
Edited Jun 13, 2024 · Allen
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Allen created an article,
Question
I noticed that calls to certain countries are blocked. Why can't I call some countries?
Answer
Geographic permissions for some countries in Zendesk can be turned off for these reasons:
- Privacy and security: To protect user privacy and comply with data protection regulations, Zendesk may restrict or turn off geo permission for a country.
- Regulatory compliance: Different regions have regulations regarding user data, and turning off geo permissions ensures compliance with these laws.
- Simplified configuration: Geo permissions are turned off to simplify the setup and maintenance of the platform for administrators and users.
- Performance optimization: Geo permission features are turned off to improve the performance of the platform and reduce the amount of data processing and transmission.
If geo permissions are essential for your operations, contact Zendesk Customer Support and provide the number you are trying to call.
For more information, see these articles:
Edited May 28, 2024 · Allen
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Allen created an article,
Question
How can I remove the wrap-up feature, so that after a phone call, the status of my agent automatically changes to Online?
Answer
You can disable the Agent wrap-up after calls setting in Talk line settings. For detailed instructions, see Accessing individual line settings.
For more information on Talk line settings, see this article: Managing Talk line settings.
Edited Mar 07, 2024 · Allen
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Allen created an article,
Question
In Talk calls, why don't call length times match call duration times with an agent? Why is my leg duration longer than the call duration?
Answer
The leg duration is often longer than a call duration, because they refer to distinct elements:
- Call duration focuses solely on the active or talking time with interactions with an agent. It excludes periods of silence and hold time. This metric measures the actual time spent in conversation or interaction.
- Call length includes the total amount of time of a call, including any periods of silence, hold time, as well as when the call went through your IVR greeting and call queue. It measures the entire duration from when the call was initiated to when it was terminated.
For more information, see this article: Managing call recording options in Talk.
Edited Apr 04, 2024 · Allen
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Allen created an article,
Issue symptoms
I cannot send texts. I'm seeing a 300032 error regarding an unverified toll-free number.
Resolution steps
This happens when the system detects an unverified toll-free number on your account. Ask your account owner for help. They should have received an email requesting to fill out a form and verify that number.
For related information, see these articles:
Edited Feb 15, 2024 · Allen
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Allen commented,
Issues with Talk are usually related to network issues. A very common trend particularly in remote or office connections. I suggest for you to check with your Network administrator or IT Team if your network settings is all set up for Talk. Please refer to our docs listed for more details on setting these up to allow calls
https://support.zendesk.com/hc/en-us/articles/4408831417498-Talk-network-requirements
https://support.zendesk.com/hc/en-us/articles/4408823796890-Setting-up-your-browser-or-phone-for-calls
https://support.zendesk.com/hc/en-us/articles/4408842860186-Configuring-your-firewall-for-use-with-Zendesk
If the issue still persist, please feel free to open a ticket via messaging channel from your Zendesk instance.
Regards,
View comment · Posted Oct 10, 2023 · Allen
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