Question
How can I troubleshoot call issues with Zendesk Talk?
Answer
艾尔l web-based software can experience performance issues in relation to the connection and operating environment. Existing system or network connection issues may not be as noticeable during normal ticketing, but these issues can be much more pronounced with the additional demands of a telephony connection such as Zendesk Talk.
To help you deal with such issues, this article contains a list of common troubleshooting steps to address these problems. This article includes the following:
- Questions to think about before troubleshooting
- Troubleshooting problems with voice quality such as delays, static, echoes, or dropped calls)
- Additional common Talk problems
Questions to think about before troubleshooting
- Was Talk working previously and did it just stop working?检查是否你的公司mpany's IT team made recent changes to your network or laptop, installed new software or add-ons.
- Is the issue happening to other agents or just to you?如果这个问题只发生在你身上,看看your local settings and network.If you and others are all having issues, check with your IT team and networking team first, especially if you connect with a company-managed laptop.
Talk is not working
Resolve common widespread call issues
Issues with Talk are usually related to network issues. In office setups, it's common practice for the network team to block some ports or IP addresses. Have your network team ensure that all the Talk network requirements are met. For more information, see this article:Talk network requirements。
There are other things to keep in mind:
- Check the亚博andTwiliostatus pages for any outages.
- Check theAgent leg quality issuesreportin Explore。The report assists you in determining thecall qualityof your team overall and specific agents. This way you can identify individuals who have Talk issues.
Troubleshooting problems with voice quality
Troubleshooting calls, delays, static, echoes, and dropped calls
Consider the following when troubleshooting calls:
- Verify with your IT team if your Talk account is running through a VPN. If that is the case, ensure that traffic to Talk doesn't run through your company network. Your IT department cansplit-tunnelthis traffic or remove the Zendesk IP addresses from the VPN.
Note:Talk doesn't work with MPLS or VPN due to a service that runs in the background called GLL. This service decides on the best network path to run the call through. If you use a VPN or MPLS, the system doesn't give the true location of your agents and as such cannot route the call efficiently. This potentially leads to latency and other call quality issues. - Run theTwilio network testto ensure ports are open, speed is adequate, and that you're connecting to the right endpoint. For more information on how to use these results, see the article:How do I use the Twilio network test to troubleshoot Talk agent calls?
- Plug in ahard-wiredethernet cable to your router. Wi-fi works, but an ethernet connection tends to provide a more stable connection. This is because other wireless devices can interfere with the signal and make it unstable.
- Test Talk functions within a different web browser to make sure the issue isn't browser-related.
- Plug in your headset to the computer with a 3.5 mm connection instead of using Bluetooth. A USB connection is also better than Bluetooth. Other wireless devices and signals can degrade audio performance. To eliminate the possibility that your headset is the cause of the issue, connect your speakers to the computer and make a test call.
- If you use gaming headsets, disable their special driver software. Occasionally browsers such as Chrome don’t synchronize fast enough.
- Ensure that you have a stable internet connection. If your web browser passed the Twilionetwork testand you're still having issues, your connection may be unstable. You might still be dropping some network packets or have a connection that works for a while and slows down occasionally. The IT or network team of your company has software that they can run over time to see how stable your internet connection is. You can also do this yourself if you feel comfortable and your company's IT department allows it.
To see how stable your internet connection is
1. If you are at home, reboot your router.
2. Run aping testand verify if your connection is stable and not dropping packets over a 10-15 minute test especially when you have problems. See the image below for a short example of the test results.
- In addition to zendesk.com, try theTwilio client endpointsas well with a ping test:
chunderw-vpc-gll.twilio.comchunderw-gll.twilio.comchunderw-vpc-gll-{region}。twilio.comUse one of the following values for the region:au1, br1, de1, ie1, jp1, sg1, us1。
Ensure that the ping time in 'ms' (milliseconds) is adequate and not going up and down wildly in terms of speed. In most cases, you want zero packet loss. If you're seeing as much as 1% packet loss in 15 minutes this might be enough to affect your connection. Talk with your IT department or contact your internet service provider to help.
Calls drop frequently
Resolve issues with outbound call dropping after two minutes or every time
If calls drop after two minutes, check with your admin as you may be in a trial account.Talk trial accountslimit the call to two minutes.
If calls drop every time you call into one of your numbers and you have anIVR setup, create a custom greeting. If you don't have a greeting set in the appropriate locations for the IVR menu, the system hangs up on you. If you do have a greeting set up, occasionally a corrupt audio file can also cause similar behavior.Re-record the audio fileand upload it again to make sure that this is not the problem.
Receiving an EC# error
Understand and resolve this error message
See the example of an EX# error below:
EC# errors are often caused by your network or router configuration. They represent an issue with Talk not having an adequate network connection. This can occur anywhere along with the network, but often they are the result of local network limitations, or from a computer that does not meet the minimum requirements to make the connection. Review theTalk network requirements。确保所有端口都是开放的。艾尔so, verify the troubleshooting steps above.
If you are still experiencing EC# errors,contactthe Zendesk support team and provide a screenshot of your firewall and router settings showing these open ports. For more information on what to include in a ticket about Talk, see the article:How can I share example calls for troubleshooting a Talk issue?
Zendesk Talk resetting to offline status
Resolve the call status issue
If you refresh your page, this can change your agent status to unavailable in Talk. An agent needs to manually reset theirTalk agent stateto become available. Do not refresh your page in your browser when you wish to be available to receive calls.
If you are still unable to determine the cause of your quality issues and your issue is specific to call routing, see the article:Why are phone calls not routing to agents?This article goes over next steps and what information to include if you need to open a ticket with Support.
20 Comments
None of these steps worked
I tried them but they didn't work and then I guess he gave up
the scenario is, one of my customer called with the number 04*******93 and i saved the number with name Blake, but when another student calls i still get the same number as a caller but the person is different. How can i fix it ?
You may need to check if the number is also associated with another user's profile or if it is a duplicate account. If the number is associated with another profile then remove that number, however, if this is a duplicate account then you may merge it with the correct profile so that they will be identified correctly the next time that they call.
Please see this article for more information:Why are some users not correctly identified when they call in?
Regards,
迪翁
Hello, when we are attempting to make outbound phone calls we do not hearing the ringing sound in our head sets and the call drops after a few seconds. Anyway to help?
I have attempted to call my personal phone. When I answer my cell phone, the call drops.
Richard MurilloI have created a support ticket for you. That's the best way forward to support you in resolving your issues.
Hello, the talk widget randomly disappears for me when using ZD. What I mean by that is that the widget icon in zendesk vanishes and I can't change my status from online to offline and vice versa. I don't have admin permissions so I can't change my status through this interface: admin/channels/talk_and_email/talk
Sometimes the widget disappears during the call, at this very moment the call is dropped. The same happens on a number of browsers, so far tried Chrome, Brave, Firefox, Safari. Clearing cookies/cache or disabling add-ons doesn't resolve the issue. Re-logging to ZD helps temporarily, but then the issue recurs.
This doesn't happen to any other team members, our ZD admin says that the talk permissions are set correctly. Perhaps the issue is related to my ZD user account but not sure how to address that.
A workaround I found is to open another instance of ZD in the same browser and keep both open. The widget disappears in one of those instances only. But, this solution doesn't work each time. Sometimes, the widget disappears from all of the instances, even if I keep opening new ones (more than 2).
Would be great if someone helped troubleshoot this issue. Thanks.
Jakub,
Due to the nature of your concern, it will be better if youcontact supportdirectly to help you with troubleshooting.
Hi. So I've been trying zendesk on my new laptop for work and every time a customer is calling, my line is always cutting out. My customer can not understand me because it keeps on breaking up. I have tried the Twilio network test and the laptop passed all of it. I also checked my internet connection and it is above 100 mpbs. Can you help me with this? I don't know what else to do. I bought this laptop for work and now it seems that I can not use it.
I really hope someone would answer me.
gab bzHi! I'm sorry you're experiencing this! Let me raise a ticket for you so we can investigate this further. You should receive an email shortly!
Hello - I am having the same issue as Jakub reported. Does anyone know the solution to the Talk icon not appearing in Zendesk Support? We can not change to be available. All our settings and permissions appear to be correct in Admin. Thank you.
Usually when customers can’t see their Phone icon is because their role is settled as an Administrator in Talk. Talk roles work a bit differently than the other products. Admins can manage all Talk settings, but they are excluded from making and receiving calls (this role is more focused on managing permissions). In order to be an Admin and have the ability to make and receive calls, your role needs to be set as "Team Leader". All are described here, along with the instructions on how to change the role: https://support.zendesk.com/hc/en-us/articles/4408882966170-Giving-agents-access-to-Talk
If this doesn't help, please feel free to reach out to the support team via this:https://support.zendesk.com/hc/en-us/articles/4408843597850
I hope this helps!
Hello Zendesk support,
I am not able to use many of the features like Views option, Home option, transfer calls, call back, new ticket tab not opening when accepting calls etc. I am using Zendesk from India and my ISP is Jio. ISP says the website is whitelisted and has no issues from their end.
I am really struggling with my office work and need support. When using a vpn everything works fine.
Had a chat with chat support using VPN but wasn't able to provide a solution and asked to check with ISP.
艾尔so chat support option doesn't work without vpn.
Need Solution ASAP
HiAfan M
I went ahead & created a ticket on your behalf to continue looking into this issue. Please keep an eye out for our email so we can continue the troubleshooting on your setup.
Hi Zendesk Support,
A number of my team members have been having missed calls. They've reported that the phone does not even ring, but the phone icon will pop up, showing a missed call. We've tried the twilio test and other troubleshooting recommendations but haven't had any luck. Some agents have 7/8 missed calls a day
嗨Paige !
I've created a ticket on your behalf so can troubleshoot this. Please keep an eye out for our email.
We're having the same issues as Paige. Was a solution found?
Pleasesign into leave a comment.