Error: Some voice features aren't available right now

Issue symptoms

My agents can make and receive calls, but an error appears. Some voice features aren’t available right now. You can still make and receive calls. Multiple features in voice don't work as expected:

The call generated a ticket, but that ticket doesn't pop up automatically in the Agent Workspace

If wrap-up is active, the user gets dropped from the call

The pause and transfer buttons aren't visible in the call console

Even if the option Allow agents to control call recording is turned on in Admin Center, the call record button isn't visible in the call console

Resolution steps

This message indicates that voice encountered poor network conditions and operates in an unstable network mode. This mode prioritizes only essential call functions so that your agents can continue to take calls from your customers. When network conditions improve, Unstable Network Mode automatically disengages and full call functionality resumes for your agents.

If your agents encounter Unstable Network Mode often, their browser or computer may not be able to connect to the required Zendesk voice URLs. If you don't allow this communication, your agents can perform only the accept, decline, and hang up actions.

To resolve this issue:

Contact your network administrator to activate 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 voice. 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 use.

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 voice calls, reduce them to fewer than 4 to see if that reduces the frequency of the issue

See these articles for more information:

How can I troubleshoot voice issues?

What are the most common voice error messages?