Troubleshooting: Issues with Zendesk Voice (formerly Talk)

<p>Issues with your connection and environment cause performance problems when you use web-based software such as Zendesk Voice (formerly Talk). System or network issues might not appear when you manage tickets but become obvious with a telephony connection. This article provides steps to fix these issues.</p><p>Before you begin, ask these questions to rule out common issues:</p><ul>
<li data-list-item-id="eab3a69303597bfc872168b3a0917416b">
<strong>Did Voice (formerly Talk)  work before?</strong> Check if your IT team changed your network or computer, or added new software or add-ons.</li>
<li data-list-item-id="ee2634816dbd652634955d09252c0426c">
<strong>Is the issue affecting other agents or just you?</strong> If the issue affects only you, check your local settings and network. If you and other agents have issues, check with your IT and network teams first, especially if you use a company‑managed laptop.</li>
<li data-list-item-id="eea8a198ef54157011a3b82118973238a">
<strong>Can agents who use unified agent status take calls?</strong> If you use <a href="https://support.zendesk.com/hc/en-us/articles/5133523363226-About-unified-agent-status" target="_blank" rel="noopener noreferrer">unified agent status</a>, make sure agents have <a href="https://support.zendesk.com/hc/en-us/articles/4408882966170-Giving-agents-access-to-Voice%20(formerly%20Talk)" target="_blank" rel="noopener noreferrer">appropriate Voice (formerly Talk) permissions</a> and check the <a href="https://support.zendesk.com/hc/en-us/articles/4422485166746-Seeing-live-agent-status-and-activities-with-Explore" target="_blank" rel="noopener noreferrer">live dashboard</a> to confirm agents appear online for Voice (formerly Talk) calls.</li>
</ul><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><p>Voice (formerly Talk) does not work</p></div><div class="panel">
<p>Voice (formerly Talk)  problems relate to your network. In office setups, network teams block some ports or IP addresses. Ask your network team to confirm that you meet all Voice (formerly Talk) network requirements. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408831417498-Voice%20(formerly%20Talk)-network-requirements" target="_blank" rel="noopener noreferrer">Voice (formerly Talk) network requirements</a>.</p>
<p>Perform these checks:</p>
<ul>
<li data-list-item-id="e26caf299531b8adc88739060fb2b15e6">Check the Zendesk and Twilio status pages for outages</li>
<li data-list-item-id="ee81bf79b4a24d5904070465e3f70efdf">Check the <a href="https://support.zendesk.com/hc/en-us/articles/4408836253338-Analyzing-your-Voice%20(formerly%20Talk)-activity#topic_fpx_stt_mmb" target="_blank" rel="noopener noreferrer">Agent leg quality issues</a> report in Explore to identify <a href="https://support.zendesk.com/hc/en-us/articles/4408833546522-Reporting-on-Voice%20(formerly%20Talk)-network-and-audio-quality" target="_blank" rel="noopener noreferrer">call quality</a> issues on your team and with specific agents</li>
</ul>
</div><div class="accordion"><p>Fix voice quality issues</p></div><div class="panel">
<p>Use these checks to fix call quality:</p>
<ul>
<li data-list-item-id="e6a08503306f27fff53336b2618b2358f">
<p>Ask your IT team whether your Voice (formerly Talk) traffic goes through a virtual private network (VPN). If it does, make sure Voice (formerly Talk) traffic does not go through your company network. Your IT department can <a href="https://www.security.org/vpn/split-tunneling/" target="_blank" rel="noopener noreferrer">split-tunnel</a> this traffic or remove the Zendesk IP addresses from the VPN.</p>
<div class="note"><p>Voice (formerly Talk) does not work with multiprotocol label switching (MPLS) or VPN due to Twilio's edge network architecture requirements.</p></div>
</li>
<li data-list-item-id="eeec9629b7b4a81c75f46f66d3755431e">Run the <a href="https://networktest.twilio.com/" target="_blank" rel="noopener noreferrer">Twilio network test</a> to confirm ports are open, speed is adequate, and you connect to the right endpoint. To use these results, see <a href="https://support.zendesk.com/hc/en-us/articles/4408823183002" target="_blank" rel="noopener noreferrer">How to use the Twilio network test to troubleshoot Voice (formerly Talk) agent calls?</a>
</li>
<li data-list-item-id="ebe4b05e27138e790a44df583cd9697d1">Connect your computer to your router with an Ethernet cable. Wi‑Fi works, but Ethernet is stable because other wireless devices can interfere with the signal.</li>
<li data-list-item-id="e348eb81753b1773a321ce45eef36dd8c">Try a different web browser to rule out a browser issue</li>
<li data-list-item-id="e7d9e2f4489d8a69ff44750c25b0fd0fb">Connect your headset to the computer with a 3.5 mm cable instead of Bluetooth. A USB connection is better than Bluetooth. Other wireless devices and signals degrade audio. To rule out the headset as the cause, use your computer speakers and make a test call.</li>
<li data-list-item-id="ef1cc6d50facf9ede5b6f318966f9f969">If you use a gaming headset, deactivate its audio driver software. It's not supported and causes issues with Voice (formerly Talk). Sometimes browsers, such as Chrome, don't synchronize fast enough in this situation.</li>
<li data-list-item-id="e00d39f9a8927aa4247fba4c9964154fc">Make sure your internet connection is stable. If your web browser passes the Twilio test and you still have issues, your connection might be unstable. You might drop network packets or have a connection that slows down at times. Your IT or network team can run software over time to measure stability. Do this yourself only if you feel comfortable and your company's IT department allows it.</li>
</ul>
<p>To see how stable your internet connection is:</p>
<ol>
<li data-list-item-id="e02039c0364a78f0bde450c094698f446">If you're at home, reboot your router</li>
<li data-list-item-id="e347d5cf38ce41ecd3ed783d7df88bd73">Run a <a href="https://kb.netgear.com/989/Testing-network-connectivity-with-ping" target="_blank" rel="noopener noreferrer">ping test</a> for 10 to 15 minutes, especially when you have problems. Check for stability and packet loss. See the image below for a short example of the test results. <img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/7856440040474" alt="Ping test results">
</li>
<li data-list-item-id="ed66a639cf0e9c077d1247d9ae35db1a2">In addition to www.zendesk.com, test the <a href="https://www.twilio.com/docs/voice/client/javascript/voice-client-js-and-mobile-sdks-network-connectivity-requirements#signalling-connectivity-requirements" target="_blank" rel="noopener noreferrer">Twilio client endpoints</a> with a ping test</li>
</ol>
<p>Make sure the ping time in <code>ms</code> is adequate and stays consistent. In most cases, you want zero packet loss. If you see as much as 1% packet loss in 15 minutes, this might affect your connection. Voice (formerly Talk) with your IT department or contact your internet service provider for help.</p>
</div><div class="accordion"><p>Network connectivity test endpoints</p></div><div class="panel">
<div class="p">
<p data-path-to-node="10">If you troubleshoot issues related to the Zendesk Talk Twilio Voice Software Development Kit (SDK), ensure your network allows traffic to the necessary endpoints:</p>
<ul data-path-to-node="13">
<li data-list-item-id="e342417fb0042e6a31c5c95ad597ce0c9"><p data-path-to-node="13,0,0"><code data-path-to-node="13,0,0" data-index-in-node="0">chunderw-vpc-gll.twilio.com</code></p></li>
<li data-list-item-id="e23d45933e4cce5df026cb9c92a5aa05d"><p data-path-to-node="13,1,0"><code data-path-to-node="13,1,0" data-index-in-node="0">chunderw-gll.twilio.com</code></p></li>
</ul>
<p data-path-to-node="11">For the most current list of Twilio Voice SDK network requirements and test endpoints, see <a href="https://www.twilio.com/docs/voice/sdks/network-connectivity-requirements" target="_blank" rel="noopener noreferrer"><strong data-path-to-node="11" data-index-in-node="119">Voice SDKs Network Connectivity Requirements</strong></a>.</p>
</div>
<div class="p"><div class="note">
<span class="notetitle">Note:</span> Twilio may update endpoint URLs. Always verify against current Twilio documentation before you configure firewalls or network policies to avoid false negatives in network diagnostics or incorrect allowed IPs.</div></div>
</div><div class="accordion"><p>Dropped calls</p></div><div class="panel"><p>If calls drop after two minutes, check with your admin. You might use a trial account. <a href="https://support.zendesk.com/hc/en-us/articles/4408823792922-Is-there-a-difference-in-functionality-between-Voice%20(formerly%20Talk)-trials-and-subscribed-Voice%20(formerly%20Talk)-plans-" target="_blank" rel="noopener noreferrer">Voice (formerly Talk) trial accounts</a> limit calls to two minutes. If calls drop every time you call one of your numbers and you use an <a href="https://support.zendesk.com/hc/en-us/articles/4408885628698-Routing-incoming-calls-with-IVR" target="_blank" rel="noopener noreferrer">IVR setup</a>, create a custom greeting. Without a greeting in the right interactive voice response (IVR) menu locations, the system hangs up. If you already have a greeting, a corrupt audio file can cause the same behavior. <a href="https://support.zendesk.com/hc/en-us/articles/4408825862938-How-do-I-add-a-new-greeting-" target="_blank" rel="noopener noreferrer">Re-record the audio file</a> and upload it again to rule this out.</p></div><div class="accordion"><p>EC# error</p></div><div class="panel">
<p>See an <code>&lt;EC#&gt;</code> error example:</p>
<figure><p><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/10558766015770" alt="EC5 error message"></p></figure><p><code>EC#</code> errors often come from your network or router configuration. They indicate that Voice (formerly Talk) doesn't have an adequate network connection. This can occur anywhere on the network, but it often results from local network limits or from a computer that doesn't meet the minimum requirements to make the connection. Review the <a href="https://support.zendesk.com/hc/en-us/articles/4408831417498-Voice%20(formerly%20Talk)-network-requirements" target="_blank" rel="noopener noreferrer">Voice (formerly Talk) network requirements</a>. Ensure all ports are open. Also review the steps above. If you still experience <code>EC#</code> errors, contact Zendesk Customer Support for further help. Provide a screenshot of your firewall and router settings that shows these open ports.</p>
<p>For more information on what to include in a ticket about Voice (formerly Talk), see <a href="https://support.zendesk.com/hc/en-us/articles/4408825659162-How-can-I-share-example-calls-for-troubleshooting-a-Voice%20(formerly%20Talk)-issue-" target="_blank" rel="noopener noreferrer">How can I share example calls for troubleshooting a Voice (formerly Talk) issue?</a></p>
</div><div class="accordion"><p>Call status issues</p></div><div class="panel"><p>If you refresh your page, your agent status might change to unavailable in Voice (formerly Talk). An agent needs to manually reset their <a href="https://support.zendesk.com/hc/en-us/articles/4408829114138-Setting-your-Voice%20(formerly%20Talk)-agent-state" target="_blank" rel="noopener noreferrer">Voice (formerly Talk) agent state</a> to become available. Don't refresh your browser page when you want to receive calls.</p></div><p>If you can't determine the cause of your quality issues and your issue is specific to call routing, see <a href="https://support.zendesk.com/hc/en-us/articles/5176192218522-Why-are-phone-calls-not-routing-to-agents-" target="_blank" rel="noopener noreferrer">Why are phone calls not routing to agents?</a></p><style>
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<div class="ai-only" aria-hidden="true">
<details>
<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>
<h2 id="h_01KRP3VJG7QBGN6KTKGHNQY3SF">
What is Zendesk Voice (formerly Talk) or why do network issues cause call performance
problems or telephony connection issues?
</h2>
<p>
Connection and environment issues cause performance problems when
you
use web-based software such as Zendesk Voice (formerly Talk). System or network issues
might not appear during regular ticketing but become obvious with
a telephony
connection.
</p>
<h2 id="h_01KRP3VJG7DM2AWN82C6VQZFWG">
How do I test my local settings or investigate single agent connection
problems or troubleshoot individual network issues?
</h2>
<p>
Before you begin, ask if Voice (formerly Talk) worked before. Check if your IT team
changed
your network or computer, or added new software or add-ons. If the
issue
affects only you or your specific team member, check your local settings
and network.
</p>
<h2 id="h_01KRP3VJG7BZKDA9BJ6822KXJE">
How do I check if unified agent status takes calls or why are phone
calls
not routing to agents?
</h2>
<p>
If you use unified agent status, make sure agents or team members
have
appropriate Voice (formerly Talk) permissions. Check the live dashboard to confirm
agents
or team members appear online for Voice (formerly Talk) calls. If you cannot determine
the cause of your quality issues and your issue is specific to call
routing,
see why are phone calls not routing to agents.
</p>
<h2 id="h_01KRP3VJG8SMZVTZ77NQSNEBW4">
How do I identify team call quality issues or see Zendesk outages
or
view Twilio status?
</h2>
<p>
Perform these checks to see why Voice (formerly Talk) does not work. Check the Zendesk
and Twilio status pages for outages. Check the Agent leg quality
issues
report in Explore or reporting to identify call quality issues on
your
team or with specific agents.
</p>
<h2 id="h_01KRP3VJG8NZ7C5JQWAZY9JFK9">
How do I fix call quality or remove VPN from Voice (formerly Talk) traffic or split-tunnel
company network?
</h2>
<p>
Ask your IT team whether your Voice (formerly Talk) traffic goes through a virtual
private
network or VPN. If it does, make sure Voice (formerly Talk) traffic does not go through
your company network. Your IT department can split-tunnel this traffic
or remove the Zendesk IP addresses from the VPN. Voice (formerly Talk) does not work
with
multiprotocol label switching or MPLS or VPN due to Twilio's edge
network
architecture requirements.
</p>
<h2 id="h_01KRP3VJG8J76BHAWGNVFQY4AD">
How do I run the Twilio network test or troubleshoot Voice (formerly Talk) agent calls
or verify open ports?
</h2>
<p>
Run the Twilio network test to confirm ports are open, speed is adequate,
and you connect to the right endpoint. To use these results, see
how
to use the Twilio network test to troubleshoot Voice (formerly Talk) agent calls.
</p>
<h2 id="h_01KRP3VJG81BGC8WCEE319GXP5">
How do I stabilize my Voice (formerly Talk) signal or eliminate wireless headset interference
or change web browsers?
</h2>
<p>
Connect your computer to your router with an Ethernet cable. Ethernet
is stable because other wireless devices can interfere with the signal.
Try a different web browser to rule out a browser issue. Connect
your
headset to the computer with a 3.5 mm cable or a USB connection instead
of Bluetooth, as other wireless devices and signals degrade audio.
To
rule out the headset as the cause, use your computer speakers and
make
a test call. If you use a gaming headset, deactivate its audio driver
software because it is not supported and causes issues with Voice (formerly Talk).
</p>
<h2 id="h_01KRP3VJG847X96WJJ58FF0EWP">
How do I test internet connection stability or run a ping test or
check
for packet loss?
</h2>
<p>
If your web browser passes the Twilio test and you still have issues,
your connection might be unstable. If you are at home, reboot your
router.
Run a ping test for 10 to 15 minutes, especially when you have problems,
and check for stability and packet loss. Test the Twilio client endpoints
in addition to www.zendesk.com with a ping test. Make sure the ping
time
in ms is adequate and stays consistent. Voice (formerly Talk) with your IT department
or contact your internet service provider or user account network
provider
for help if you see as much as 1% packet loss in 15 minutes.
</p>
<h2 id="h_01KRP3VJG8NQBPTHKA6VSK4RB1">
Why do my calls drop after two minutes or does a trial account limit
call duration?
</h2>
<p>
If calls drop after two minutes, check with your admin. You might
use
a trial account. Voice (formerly Talk) trial accounts limit calls to two minutes.
</p>
<h2 id="h_01KRP3VJG8XJ6F4JXKP9BC0080">
Why does the system hang up on IVR or how do I fix an interactive
voice
response greeting?
</h2>
<p>
If calls drop every time you call one of your numbers and you use
an
IVR setup, create a custom greeting. Without a greeting in the right
interactive voice response or IVR menu locations, the system hang
up.
If you already have a greeting, a corrupt audio file causes the same
behavior. Re-record the audio file and upload it again to rule this
out.
</p>
<h2 id="h_01KRP3VJG8WSF1Y9XJ7RQ8GAP7">
What is an EC# error or why does Voice (formerly Talk) show network limits or how
do I
fix firewall ports?
</h2>
<p>
EC# errors often come from your network or router configuration.
They
indicate that Voice (formerly Talk) does not have an adequate network connection.
This
occurs anywhere on the network, but it often results from local network
limits or from a computer that does not meet the minimum requirements
to make the connection. Review the Voice (formerly Talk) network requirements and
ensure
all ports are open. If you still experience EC# errors, contact Zendesk
Customer Support or help desk system with a screenshot of your firewall
and router settings that shows these open ports. See how can I share
example calls for troubleshooting a Voice (formerly Talk) issue to know what to include
in a ticket.
</p>
<h2 id="h_01KRP3VJG8RE25MSK225C71QDD">
Why does my agent state change to unavailable or can I refresh my
browser
during calls?
</h2>
<p>
If you refresh your page, your agent status or state might change
to
unavailable in Voice (formerly Talk). An agent or team member needs to manually reset
their Voice (formerly Talk) agent state to become available. Do not refresh your browser
page when you want to receive calls.
</p>
</details>
</div>