Calls On Chrome Are Not Working

11 Comentarios

  • Comentario oficial
    Devan - Community Manager
    Zendesk Community Team

    Hello Minh Le

    Our voice provider is currently experiencing issues with a subset of calls being terminated unexpectedly within their US infrastructure. This may result in Zendesk Talk calls disconnecting or not being able to connect across all pods. We’ll continue to monitor and provide updates as they are available.

    Best regards.

  • Minh Le

    Hi Devan,

     

    Thank you for your response. I would like to add I have a co-working using the calls with no issues. Firefox seems to work every now and then.

     

     

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Minh Le,

    This issue should be resolved now, and the service should perform as normal. Let us know if any issues are still impacting you, and thanks for letting us know about this issue. 

    Best regards.

    0
  • Minh Le

    Hi Devan,

     

    Great thank you! Have a great weekend.

     

    Regards,

    Minh

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  • Minh Le

    Hi support,


    I am running into this issue again and cannot hear a caller. Do you know if there's an issue?

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Minh,

    I'm not seeing other reports of this issue. Are you able to replicate from an Incognito window? Are other agents on your account also experiencing this issue?

    Let me know!

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  • Cira Esposito

    Hello,

    I am having the same issue as Minh. I can hear the call being initiated but cannot hear the requester and they cannot hear me. My manager is using the same process without any issues.

    Any thoughts as to why this might be happening? 

    Thank you!

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Cira Esposito

    Currently, we are not tracking any interruptions or issues with service on our end, which could cause the symptoms you've described. One cause that could be causing these issues is there has been an uptick in the usage of communication utilities due to the COVID-19 outbreak. I've linked an article below that goes into detail on how to troubleshoot the most common issues. Let me know if this doesn't resolve your problems so we can help you work through this further. 

    How can I troubleshoot Talk issues?

    Best regards.

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  • David Louw

    Hello there,

    The issue some of the team are having is that while they are talking with the client the client cannot hear the agent mid-call.
    The call has to be ended and the client called back.
    Most of the agents are not in the office and are working from their homes, which has always been working well.  One of my agents has resulted to calling clients from her cell in order to work through tickets.  The problem there is that the calls are not recorded into Zendesk.

    This has been happening for the last few hours.  Could someone check on this and let me know if there is an issue?
    I can send through details if required.

    Kind regards,
    David

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  • Devan - Community Manager
    Zendesk Community Team

    Hello David Louw,

    Talk issues with call performance can be caused by a variety of reasons. I looked into your account server to see if you were getting hit with any outages or issues, and everything has been green for the last couple of weeks. I would recommend starting with our troubleshooting guide for a solution to these breaks in your calls.

    How can I troubleshoot Talk issues?

    Best regards. 

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  • David Louw

    Hello Devan,

    Thank you for your message and confirming that our services are in the green.  I had a look at the Zendesk status and saw our pod is green.

    I sent the above-recommended article to the team to test their connections as I found that yesterday.
    We found that the under "Connectivity" "Reflexive connectivity" gives an error, but that looks OK as that shows we are behind a router/firewall in all our locations.

    Nothing has changed on the systems and the various networks and does not affect everyone at the same time so also kind of rules out a firewall issue.

    Clearing cache and cookies, update the Chrome browser and also ensure that Windows Updates are done.

    Today is a new day.  I will ask the team for feedback during the day.

    Thanks again.

    Kind regards

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