What are the most common Voice error messages?

<h2 id="h_01HV1NK7HQZARWBK5H00XARSTR">Question</h2><p>What are the most common Zendesk Voice (formerly Talk) error messages?</p><h2 id="h_01HV1NK7HQTJFSG3BTKFN2JS78">Answer</h2><p>See common error messages and resolution steps in Voice below.</p><div style="margin-bottom: 20px; text-align: right;">
<button id="master-toggle" class="btn fw-semibold text-dark" data-action="expand" style="background-color: #DEF991; border: none; outline: none; border-radius: 7px; padding: 10px 20px; font-size: 15px; transition: background-color 0.2s ease;" onmouseover="this.style.backgroundColor='#cbef6d'" onmouseout="this.style.backgroundColor='#DEF991'">
Expand all tabs
</button>
</div>
<script>
document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
</script><div class="accordion"><h3 id="h_db346f2d-6252-4ebb-858b-2a48b65f1e3b"><strong>Call failed because this number is no longer verified</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558712248602" alt="Call failed because the number is no longer verified"></figure><p>The error message <strong>Call failed because this number is no longer verified</strong> appears when Twilio reclaims a non-compliant number due to regulatory reasons. This means the number is no longer in the account and you cannot use it for outbound calls. Contact Zendesk Customer Support for further help.</p>
</div><div class="accordion"><h3 id="01J49SVW5MFR1XBNZ8WKATWHX6"><strong>Invalid number</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558696266778" alt="Invalid number"></figure><p>The <strong>Invalid number</strong> error usually means the number you enter is incorrect. However, it can also appear if you try to call a premium number, which is a number with a cost to call. Twilio does not support these numbers.</p>
</div><div class="accordion"><h3 id="h_6606fb24-5a36-404e-9166-82295a34567c"><strong>Outbound Calling disabled</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558712248986" alt="Outbound Calling disabled"></figure><p>The <strong>Outbound Calling disabled</strong> error message appears if you do not have outbound calls activated. You must have at least one number activated for outbound calls.</p>
<p>To enable outbound calls:</p>
<ol>
<li data-list-item-id="e1b9db6ab58834b9d4a472e1be89752f3">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, click <strong>Channels</strong> in the sidebar, then select <strong>Talk and email &gt; Talk</strong>
</li>
<li data-list-item-id="eed0b62961c3ac1eed1f7e4246dcef0b7">Select <strong>Lines</strong>, and open the line that shows the error message</li>
<li data-list-item-id="e10ba92428c6bacf79a0936c04796555d">Under <strong>Settings</strong>, activate <strong>Allow outbound calls?</strong><br><strong><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/7856507694874" alt="enable outbound calls"></strong>
</li>
</ol>
</div><div class="accordion"><h3 id="h_e0ee809b-e3ca-44bc-8339-bde93871fcc8"><strong>Your browser has suspended your audio. Click here to re-enable</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558696266906" alt="Your browser has suspended your audio Click here to re-enable"></figure><p>To fix this issue, see <a href="https://support.zendesk.com/hc/en-us/articles/9667675496218-Why-does-the-voice-icon-display-a-red-exclamation-mark" target="_blank" rel="noopener noreferrer">Why does the voice icon display a red exclamation mark?</a>. By default, Chrome and Edge browsers suspend audio auto-play when you open new pages or tabs. When the browser suspends the audio, a small red icon over the voice icon appears. The agent can click anywhere on the page and the browser restores the audio.</p>
</div><div class="accordion"><h3 id="h_59b662e0-eadc-45c7-a93a-5c965ed38ea2"><strong>You cannot make calls to this country</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558696267034" alt="You cannot make calls to this country"></figure><p>Contact Zendesk Customer Support and provide the number you try to call.</p>
</div><div class="accordion"><h3 id="h_call_blocked"><strong>Call blocked</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/7856507695642" alt="Call blocked error"></figure><p>The <strong>Call blocked</strong> error message shows up when Twilio identifies a number as a high risk of fraud, or due to regulatory reasons. Contact Zendesk Customer Support for further help.</p>
</div><div class="accordion"><h3 id="h_cannot_connect"><strong>Cannot connect to number</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558712249114" alt="Cannot connect to number"></figure><p>The number you call is not formatted correctly. The international standard is <a href="https://www.twilio.com/docs/glossary/what-e164" target="_blank" rel="noopener noreferrer">E.164</a> and can have a maximum of 15 digits.</p>
<pre class="wysiwyg-code-block"><code class="language-auto">[+] [country code] [subscriber number including area code]</code></pre>
<p>If the number is valid, see <a href="https://support.zendesk.com/hc/en-us/articles/5432563445786-Talk-error-Connot-connect-to-number" target="_blank" rel="noopener noreferrer">Talk error: Cannot connect to number</a>.</p>
</div><div class="accordion"><h3 id="h_7cfbaa59-17bb-44a0-a161-9d3e42e6f024"><strong>No answer</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558712249242" alt="No Answer"></figure><div><div class="note">This message may not be visible on some occasions. This is known behavior.</div></div>
<p>Zendesk shows the <strong>No answer</strong> message if the receiving party does not accept the call. This happens if the number you call is busy, or not turned on, and that number does not have a voicemail.</p>
<p>Call the number again later. If this message continues to display, use a tool such as <a href="https://numverify.com/" target="_blank" rel="noopener noreferrer">numverify</a> to confirm whether the number you dial is valid.</p>
</div><div class="accordion"><h3 id="h_8b811cc2-8650-4dae-b9dc-c739eed22d8d"><strong>Sorry, Talk is unavailable right now</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558712249370" alt="Sorry, Talk is unavailable right now error message"></figure><p>Agents see this error if they disconnect from the internet or if they have network issues. The message may also show up if Zendesk or Twilio has a service incident.</p>
</div><div class="accordion"><h3 id="h_26a099d1-c883-450c-84a3-ffc13e0012af"><strong>There was an error completing your call</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/7856507692186" alt="Example"></figure><p>This error appears when Talk is not able to place an outgoing call. This happens if Zendesk or Twilio has an outage.</p>
</div><div class="accordion"><h3 id="h_5ed1e199-ef18-4aec-a8bb-f5d944b9df97"><strong>Talk is experiencing an issue […]</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/7856507692058" alt="Talk is experiencing an issue"></figure><p>Zendesk shows this error message when there are connection delays between your computer and account. Calls route to the queue, but issues exist when routing the call to agents. A delay can also happen when opening the new ticket for the call you answer.</p>
<p>When Zendesk recovers and calls flow normally again, hard refresh your browser to clear this error.</p>
<p>If you see this message frequently, contact Zendesk Customer Support with timestamps and the timezone of the event.</p>
</div><div class="accordion"><h3 id="h_bb88a40d-c952-42b6-851f-c5bacb048d39"><strong>Zendesk Talk encountered an error. Try enabling again. (EC5)</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/10558696267162" alt="EC5 error message"></figure><p>EC errors often occur due to your network or router configuration. This can happen anywhere along the network, but often results from local network limitations or from a computer that does not meet the minimum requirements to make the connection.</p>
<p>For troubleshooting steps for this error, see <a href="https://support.zendesk.com/hc/en-us/articles/4408829651738-How-can-I-troubleshoot-Talk-issues-" target="_blank" rel="noopener noreferrer">Troubleshooting: Issues with Zendesk Voice (formerly Talk)</a>.</p>
</div><div class="accordion"><h3 id="h_01GZKWA11SRZXZ4H2P59AVC6KM"><strong>Verification could not be submitted for review. Give it a moment and try again</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/7856552596250" alt="Example"></figure><p>When you upload a business verification document to purchase a Voice phone number, ensure the requirements have a green tick before proceeding. For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/4408826639386-Verifying-your-business-for-Zendesk-Talk-phone-number-purchasing" target="_blank" rel="noopener noreferrer">Verifying your business for purchasing a Zendesk phone number</a>.</p>
</div><div class="accordion"><h3 id="h_01GGZB11E8JVQV91AD580C9Y1A"><strong>International calling is disabled by default. Contact our Customer Support team if you want to enable international calling</strong></h3></div><div class="panel">
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/7856552597658" alt="International calling"></figure><p>To enable international calling on your account, the account owner must contact Zendesk Customer Support. Added fees apply to the cost of international calls.</p>
</div><div class="accordion"><h3 id="h_01J4K5J0MK38D4JTE13J2H6B5W"><strong>There's an audio problem</strong></h3></div><div class="panel">
<p>If the call audio quality drops, you'll see a warning icon in the Voice Professional or Enterprise console.</p>
<figure class="wysiwyg-image wysiwyg-image-resized" style="width: 500px;"><img src="https://support.zendesk.com/hc/article_attachments/7758023839514" alt="Talk problem"></figure><p>If you see this warning, which is a red speaker with an x, check that your headset is plugged in and the microphone input levels are high enough. Also, ensure you have not muted the microphone. Finally, try a different headset to ensure the one you use is not faulty.</p>
<p>For more information about getting the best audio quality, see <a href="https://support.zendesk.com/hc/en-us/articles/4408827987482" target="_blank" rel="noopener noreferrer">Preparing to offer voice support</a>.</p>
</div>