Issue symptoms
My agents can make and receive calls but they get the error: Some Talk features aren’t available right now. You can still make and receive calls, and multiple features in Talk don't work as expected:
- A ticket is created for the call but it doesn't pop up automatically in Agent Workspace.
- If wrap-up is active, the user will be immediately dropped from the call.
- The pause and transfer buttons are not visible in the call console.
- Even if the option Allow agents to control call recording is activated in the Admin Center, the recording control button is not visible in the call console.
Resolution steps
This message means that Talk has encountered poor network conditions and it's currently operating in Unstable Network Mode. This mode only prioritizes essential call functions, so that your agents can continue taking calls from your customers. Once network conditions improve, Unstable Network Mode will automatically disengage and full call functionality will resume for your agents.
If your agents encounter Unstable Network Mode often, then either your browser or your computer may not be able to connect to the required Zendesk Talk URLs. If you don’t allow this communication, then you will only be able to accept and decline calls or hang up.
To resolve this issue
- Contact your network administrator to enable communication with your computer or browser. If your company already permits all AWS IP ranges, you don't need to add the required URLs for Talk. If the required URLs or their IP ranges have been added to your company network configuration, ensure that the connections are allowed in your VPN, firewall, and any antivirus software you are using.
- Refresh your browser tab. The error message may appear due to poor internet connectivity.
- If you open multiple browser tabs when you accept or make Talk calls, reduce them to less than four to see if that reduces the frequency of this issue.
For more information, see these articles:
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