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.
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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... -
What are the most common Talk error messages?
Question What are the most common Talk error messages? Answer Below are the common error messages displayed by Zendes... -
I'm unable to call a toll-free number
Issue symptoms I am unable to call the toll-free number of my customers through Zendesk Talk. Sometimes Talk just rin... -
How do I take calls on a personal or desk phone?
Question How can agents set up call forwarding from Zendesk Talk to a personal, mobile, or desk phone? Answer To rece... -
Is it possible for an agent to call another agent?
Question Is it possible for an agent to call another agent using Talk? Answer Agent to agent calling is not current... -
How do I use the Twilio network test to troubleshoot Talk agent calls?
Question I followed the instructions in this article and I performed the Twilio network test. However, I am not sure ... -
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 ... -
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... -
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 requ... -
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 ... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
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... -
Can I enable Talk browser notifications for incoming calls?
Question Can I enable Talk browser notifications for incoming calls? Answer Browsers notifications occur automaticall... -
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... -
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... -
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... -
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... -
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... -
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... -
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.... -
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... -
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... -
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...