Recent searches


No recent searches

How to get help with phone call problems in Talk

Issues with inbound and outbound calls in voice for Talk. Content includes common error messages for calls, troubleshooting steps for common problems in Talk, integrations with other telephony systems, call restrictions, Talk Partner Edition, call workflows within Talk and Support, voicemail questions, and issues, and others.


Talk error: Cannot connect to number

Issue When placing an outbound call, I receive the Talk error: Cannot connect to number. Resolution To resolve this...

Edited May 09, 2023

0 votes  ·  0 comments

0

Votes

0

Comments


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

Question What is causing phone verification calls from Google to fail? Answer Google requires a direct mobile or land...

Edited Jan 07, 2025

0 votes  ·  0 comments

0

Votes

0

Comments


Why does the call disconnect when the browser is refreshed?

Question Why did the ongoing call disconnect when I refreshed my browser? Answer When you refresh the browser during...

Edited Aug 22, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


How can I find who disconnected the call first in Talk?

Question How can I find who disconnected the call first in Talk? Answer Zendesk Talk does not have a feature to displ...

Edited Jul 01, 2024

1 vote  ·  0 comments

1

Vote

0

Comments


Why are calls to certain countries blocked?

Question I noticed that calls to certain countries are blocked. Why can't I call some countries? Answer Geographic pe...

Edited May 28, 2024

1 vote  ·  0 comments

1

Vote

0

Comments


Error: Some Talk features aren't available right now. You can still make and receive calls

Issue symptoms My agents can make and receive calls but they get the error: Some Talk features aren’t available right...

Edited Jun 20, 2024

2 votes  ·  0 comments

2

Votes

0

Comments


Can I send and receive MMS messages with Zendesk Text?

Question Can I send and receive MMS messages with Zendesk Text? Answer You can receive inbound MMS messages on Ameri...

Edited Jul 03, 2024

1 vote  ·  2 comments

1

Vote

2

Comments


Why are phone calls not routing to agents?

Issue symptoms Talk phone calls are not routing correctly to agents. Examples of call behavior include: Agents are a...

Edited May 21, 2024

2 votes  ·  0 comments

2

Votes

0

Comments


Does Zendesk Talk offer Universal International Freephone Numbers (UIFN)?

Question Does Zendesk Talk offer Universal International Freephone Numbers (UIFN)? Answer No, Zendesk Talk doesn't s...

Edited Nov 29, 2022

0 votes  ·  0 comments

0

Votes

0

Comments


Why can't I remove the phone number from a user profile?

Question I want to delete a phone number from a customer profile or account in Support, but the option is grayed out....

Edited Aug 21, 2024

0 votes  ·  3 comments

0

Votes

3

Comments


How do I troubleshoot a problem with greetings?

Issue symptoms How do I troubleshoot a problem with greetings in Zendesk Talk? I have configured Talk to have a custo...

Edited Jul 19, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


Am I using Talk or Sell voice?

Question I am trying to set up or use the voice function in my account but I am not sure if I have Talk or Sell Voice...

Edited Aug 21, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


Workflow: Send an automatic text when customers call in

Use the Text back action within the IVR system to automatically send text follow-ups when customers call in. If you c...

Edited Aug 12, 2024

1 vote  ·  2 comments

1

Vote

2

Comments


Why is the "Call this number" option grayed out when viewing a user profile?

Question I'm trying to call an end user's direct number but the option Call this number is grayed out. Why can't I us...

Edited Mar 11, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


Does shutting down my computer set my Talk status to offline?

Question I shut down my computer after my shift but I still got missed calls when I opened Zendesk the next day. Does...

Edited Jan 20, 2025

0 votes  ·  2 comments

0

Votes

2

Comments


How can I improve the quality of my calls?

Question I received a message saying Your connection is unstable while on a phone call. How do I fix the network conn...

Edited Mar 11, 2024

1 vote  ·  1 comment

1

Vote

1

Comment


Can I enable Talk browser notifications for incoming calls?

Question Can I enable Talk browser notifications for incoming calls? Answer Browsers notifications occur automaticall...

Edited Mar 11, 2024

0 votes  ·  3 comments

0

Votes

3

Comments


Error: Invalid account calling number

Question Why do I see the Invalid account calling number error when I try to place an outbound call in Talk? Answer T...

Edited Aug 21, 2024

5 votes  ·  0 comments

5

Votes

0

Comments


Replies to proactive texts are not being associated with the end user

Question I sent a proactive text to one of my customers, but their reply did not associate them with the requester. I...

Edited Jul 09, 2024

3 votes  ·  0 comments

3

Votes

0

Comments


Can I change the outbound caller number?

Question Is it possible to change the outbound caller ID number or information that end users see when agents make ou...

Edited Aug 26, 2024

6 votes  ·  5 comments

6

Votes

5

Comments


You need to have a Talk seat enabled to listen in on calls

Issue symptoms I am an admin in Talk but when I access the Live calls dashboard I see this error message: You need to...

Edited Aug 21, 2024

2 votes  ·  2 comments

2

Votes

2

Comments


Error: Your browser has suspended your audio. Click here to re-enable

Issue symptoms I authorized my microphone but I keep seeing this error message: Your browser has suspended your audio...

Edited Oct 11, 2024

9 votes  ·  13 comments

9

Votes

13

Comments


Can I still receive calls forwarded to my phone even when I close my browser?

Question Can I still receive calls forwarded to my phone even when my computer falls asleep, turns off, or I close my...

Edited Jan 15, 2025

1 vote  ·  2 comments

1

Vote

2

Comments


What are the calling restrictions for toll-free numbers?

Question What are the calling restrictions for toll-free numbers? Answer If you are using a toll-free number on Talk...

Edited Jan 28, 2025

4 votes  ·  4 comments

4

Votes

4

Comments


Why can't I place calls as an admin?

Question I am an agent in the Admin role in Zendesk Talk. Why does the phone icon () not appear to let me place or re...

Edited Mar 11, 2024

2 votes  ·  8 comments

2

Votes

8

Comments


Why do I get the error "There was an error processing your request. Please try again later." when trying to request a callback?

Question Why do I get the error There was an error processing your request. Please try again later. when trying to re...

Edited Aug 21, 2024

1 vote  ·  0 comments

1

Vote

0

Comments


How can I find the ID of a call to troubleshoot Talk issues?

Question How can I find the ID of a call to troubleshoot Talk issues? Answer To troubleshoot an issue with your Talk ...

Edited Dec 19, 2024

2 votes  ·  0 comments

2

Votes

0

Comments


Why are some users not correctly identified when they call in?

Question Why are existing users not correctly identified when they call in on Zendesk Talk? Answer There are two r...

Edited Mar 02, 2023

5 votes  ·  8 comments

5

Votes

8

Comments


Why is the call console showing an unexpected country code?

Question Why is the call console showing an unexpected or incorrect country code for an incoming call? It's not match...

Edited Mar 11, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


Why did I receive a voicemail when Voicemail is disabled on my account?

Question Why did I receive a voicemail when Voicemail is disabled on my account? Answer If you disabled voicemail on ...

Edited Jul 27, 2023

1 vote  ·  2 comments

1

Vote

2

Comments