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Zendesk Talk - Connection delay in calls

Gregory L

Hi,

we've the problem that the WebRTC connections in Zendesk Talk takes a few seconds to establish the phone call. In other words: The first words of the caller will not be transferred, which is a big problem.

So in everyday life, we've to ask the caller for their name again.. every call. Same for our calls out of Zendesk.

I tried already different browsers (I think Chrome is the best one),  disabled the firewall on my mac, prioritize the following ports on my router/firewall: 80,443,843,1935 (all TCP) and 10000-60000 (UDP). Disabled the complete firewall on my router.. nothing happend

Windows users of my company have the same problemes. No matter if they work from home, or in company.

My internet bandwidth is: 109.342 kbit/s down and 38.838 kbit/s up 

I be thankful for any ideas!

 

16 Comentarios

  • Jessie Schutz
    Zendesk team member

    Hi Gregory! Welcome to the Community!

    I see that you have a ticket open with our Support team as well...that's probably going to be the best way to resolve this because it'll require some pretty extensive troubleshooting. But hopefully some other members of the Community will be able to give some insight into this as well!

    0
  • Adrian Thomas

    Having the same issue.  Any resolution?

    0
  • Nicole S.
    Zendesk Community Team

    Hey Adrian - 

    I checked into Gregory's ticket, but unfortunately it's mostly in German. I usually don't ask people to switch channels, but in this case you're likely going to need some 1:1 troubleshooting, so your best bet would be to submit a ticket to support@zendesk.com. 

    0
  • Nenad Dimitrijevic
    • Editado

    Hi Gregory L and Adrian Thomas do you still having the same issue  as before? 

    0
  • Jessie Schutz
    Zendesk team member

    Hi Nenad!

    It looks like Adrian's issue was related to a Talk outage which was resolved in fairly short order. It doesn't look like we've had any incidents in the last couple days...can you tell me more about what you're experiencing?

    0
  • Tamiris Alves

    I am having the same issues.

     

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Tamiris Alves,

    Would you be able to share a few more details on what issues and the symptoms of those issues you are currently facing?

    Best regards.

    -1
  • Gregory L

    I like how the Zendesk guys ask again and again for more details, symptoms, documentation etc. And in the end, they close the ticket anyway - unsolved.. I spent already tons of hours debugging and analysing there "enterprise software" with a lot of different people including some from twilio. They have a fast first-level-support keeping the people in a Q/A loop, but no technical expertise.

    1
  • Tamiris Alves
    • Editado

    Hello,

     

    the. same. exact. issue. Gregory L. is having. 

     

    done enough troubleshooting for months. Even to the point of trying it on different computers with newer processors and OS. This is an on-going issue with Zendesk Calls where there is at least a 3 second delay. It is not the "cellphone carrier" either.. because i have submitted a ticket in this regards MONTHS ago and answered all of your questions only to get it solved without A SOLUTION. No firewall issue, no browser issue, no computer issue, and most definitely no HEADSET issue as I have tried about 15 of them(honest truth). Nothing to do with Bluetooth, wired, wireless, usb dongle, speaker --of computer. 

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  • Tamiris Alves

    It just causes issues when speaking to clients and it sounds like we are talking over them which can come across as rude.

     

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  • Brett Bowser
    Zendesk Community Team

    Hey Tamiris,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can look into this for you.

    We will most likely need a few ticket examples so we can take a look at the call logs on our end and hopefully point you towards a resolution.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Violeta Micu
    Community Moderator

    Hi Tamiris Alves ,

    I am interested in the resolution you received?

    Are the delay issues solved now? Cause i have the same problem.

     

    Thanks a lot!

    Vio

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Violeta Micu,

    Issues like the one Tamiris was facing is often very unique to the settings and variable each user has vs. a one fix fits all approach. I'm going to open up a ticket on your behalf so one of our advocates can look into this. You should expect an email followed by a response shortly. 

    Best regards. 

    0
  • Violeta Micu
    Community Moderator

    Thank you Devan - Community Manager, i already provided you with the tests that some of our agents did. 

     

    0
  • Aurore Hockman

    Hello!

    I'm having the same issue as Tamiris Alves above: "It just causes issues when speaking to clients and it sounds like we are talking over them which can come across as rude."
    How can I create a ticket to receive help with this?

    Thanks in advance!

    Aurore

     

     

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  • Nicole S.
    Zendesk Community Team

    Hi Aurore,

    Here is information on contacting Zendesk customer support

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